Mission Statement, Vision, & Core Values of Chewy, Inc. (CHWY)

When you look at Chewy, Inc.'s (CHWY) financials, you see a company whose mission is clearly translating into tangible results: the commitment to being the most trusted and convenient online destination for pet parents drove net sales to a strong $3.10 billion in the second quarter of fiscal year 2025. That's a serious number, but how does a company with nearly 21 million active customers maintain a culture that feels personal and focused on the pet parent?

We're going to dive into the Mission Statement, Vision, and Core Values-the DNA-that underpins Chewy's success, especially considering their Autoship program accounts for a massive 83% of total net sales, proving customer loyalty is their biggest asset. Does their stated purpose truly align with their operational reality, and what can you learn from a strategy that generates a net income of $62.0 million in a highly competitive e-commerce space?

Chewy, Inc. (CHWY) Overview

You want to know what makes Chewy, Inc. a powerhouse in the pet-care market, and the answer is simple: they built an e-commerce giant on the foundation of genuine customer obsession. They didn't just sell pet food; they created a relationship. Founded in 2011 by Ryan Cohen and Michael Day, the company quickly grew by offering the personalized service of a neighborhood pet store alongside the convenience of online shopping.

Chewy's mission statement, which is also their vision, is clear: To be the most trusted and convenient online destination for pet parents (and partners) everywhere. This focus drives everything, from their 24/7 customer service to their vast product selection. They offer approximately 130,000 product and service offerings, including their own Private brands, prescription (Rx) food, and medication products.

Their success is visible in the numbers. For the full fiscal year 2025, Chewy reaffirmed its revenue forecast, expecting net sales to land between $12.3 billion and $12.45 billion. That's a big number, and it shows the pet category is incredibly resilient. Their core values, which they call Operating Principles (OPs), are what keep them on track:

• Customers First.
• Earn Trust.
• Act Like an Owner.
• Think Big.
• Commit Fully.

They defintely live by those principles.

Fiscal Year 2025 Financial Performance Snapshot

Looking at the latest financial reports, Chewy is showing impressive momentum. For the second quarter of fiscal year 2025 (Q2 2025, ended August 3, 2025), the company reported net sales of $3.10 billion, which is an increase of 8.6% year-over-year. That's a strong beat, and it underscores the power of their primary business driver: the Autoship subscription program, which locks in recurring revenue.

The Autoship program is the real engine here. In Q2 2025, net sales from Autoship customers increased by a robust 15% and accounted for 83% of total net sales. That's your main product sales right there-predictable, high-retention revenue. Plus, they're growing their customer base and getting them to spend more. Active customers reached nearly 21 million in Q2 2025, a 4.5% jump year-over-year, and the Net Sales Per Active Customer (NSPAC) also grew 4.5% to $591.

Profitability is also solid. Chewy's Q2 2025 net income came in at $62.0 million, and their Adjusted EBITDA (Earnings Before Interest, Taxes, Depreciation, and Amortization) was $183.3 million, translating to a strong 5.9% margin. Here's the quick math: high recurring revenue plus increasing customer spending equals a very healthy balance sheet. For a deeper dive into the numbers, you should check out Breaking Down Chewy, Inc. (CHWY) Financial Health: Key Insights for Investors.

Chewy's Position as an Industry Leader

Chewy isn't just an online pet store anymore; it's a dominant force that sets the pace for the entire pet industry. Their strategic moves in late 2025 confirm this leadership position. For instance, the October 30, 2025, acquisition of SmartEquine shows they are expanding their reach into specialized areas like equine health, moving beyond just dogs and cats. They're thinking big.

They are also innovating in their core offerings, launching 'Get Real™,' a new healthy fresh food for dogs, on September 10, 2025, directly tapping into the premium, human-grade pet food trend. This constant product and service expansion-from pet insurance (CarePlus) to pharmacy services-is how they maintain their market share against competitors like Amazon and Petco. They don't wait for trends; they create them.

Their ability to consistently deliver strong financial results-like the Q2 2025 net sales of $3.10 billion-while simultaneously growing their high-value Autoship base by 15% proves their model works. They are leveraging their customer-first mission to drive tangible, repeatable financial success. If you want to understand how a company can turn empathy into a competitive advantage, Chewy is your case study.

Chewy, Inc. (CHWY) Mission Statement

As a seasoned financial analyst, I see a company's mission statement not as corporate fluff, but as a binding contract-a strategic blueprint that tells you where they'll spend their capital and how they'll earn their returns. For Chewy, Inc., that blueprint is clear: To be the most trusted and convenient online destination for pet parents (and partners) everywhere.

This mission is the bedrock for their long-term growth, guiding every investment from their logistics network to their customer service model. It's the reason their full-year 2025 sales guidance sits between $12.3 billion and $12.45 billion, a tangible projection of their commitment to this goal. This is how you map strategy to the bottom line.

Component 1: To be the Most Trusted

Trust in the pet industry is defintely not optional; it's about the health of a family member. Chewy builds this trust by curating a massive, high-quality inventory and backing it with exceptional service. They partner with approximately 3,200 of the best and most trusted brands, plus they offer their own private brands, giving pet parents confidence in the products they buy.

The financial impact of this trust is visible in their retention metrics. In the second quarter of fiscal year 2025, their Autoship subscription program-the ultimate measure of customer trust and habit-saw net sales increase by 15% year-over-year. Critically, Autoship sales now represent a massive 83% of total net sales for the quarter. That's a powerful and sticky revenue stream.

• Curate 130,000+ products and services.
• Expand into Chewy Health, including pharmacy and vet services.
• Focus on 'Deliver Wow' experiences to boost loyalty.

Component 2: And Convenient Online Destination

The second pillar, convenience, is how Chewy competes against every other e-commerce giant. They aren't just selling products; they are selling back time to busy pet parents. This means a seamless digital experience-from their website to their mobile apps-and a logistics network that delivers.

Their investment in this convenience is paying off with higher customer value. The Net Sales Per Active Customer (NSPAC)-what each customer spends on average over a year-grew to $591 in Q2 2025, an increase of 4.5% year-over-year. Here's the quick math: when you make it easy to buy, people buy more, and they stick around. This focus on operational depth is a core operating principle that drives their efficiency and margin. You can read more about their operational evolution here: Chewy, Inc. (CHWY): History, Ownership, Mission, How It Works & Makes Money.

Component 3: For Pet Parents (and Partners) Everywhere

This final component defines the target market and the company's empathetic, customer-centric culture. By calling their customers 'pet parents,' Chewy acknowledges the emotional bond, which is a key driver of spending in the pet care market. This emotional connection is why they offer real pet experts available 24/7 via call, chat, or email.

Their overall reach continues to expand, demonstrating the 'everywhere' part of the mission. As of Q2 2025, Chewy had nearly 21 million active customers, a growth of 4.5% compared to the previous year. This growth, coupled with the higher spending per customer, shows that their model of high care and convenience is resonating deeply with the US market. The strategic focus on the customer is the reason they are able to translate top-line growth-Q2 2025 net sales were $3.10 billion-into a sustainable business model.

Chewy, Inc. (CHWY) Vision Statement

You're looking at Chewy, Inc. (CHWY) because their growth trajectory, especially in the subscription space, is hard to ignore, and you need to know if their stated purpose is actually driving those numbers. The short answer is yes, their core vision is directly reflected in their financial performance. Chewy's overarching vision, which is often articulated as its mission, is: To be the most trusted and convenient online destination for pet parents (and partners) everywhere.

This isn't just corporate wallpaper; it's a strategic framework. For the full fiscal year 2025, this focus translated into an estimated total revenue of around $11.86 billion, showing that the model works. Now, let's break down the three key pillars of that vision and see how they map to real-world actions and results.

Pillar 1: To be the most trusted...

Trust is the bedrock of any subscription business, especially when it involves a family member-a pet. Chewy earns this trust by consistently delivering on its promises and, crucially, by obsessing over the customer experience (CX). This is where their core value of Customers First comes into play.

The proof is in the stickiness of their customer base. As of the second quarter of fiscal year 2025, Chewy had nearly 21 million active customers, a year-over-year increase of 4.5%. That growth isn't accidental; it's the result of their 'WOW' customer service, which includes 24/7 assistance and personalized interactions. They also have an operating principle to Earn Trust, which means they communicate openly and follow through on commitments.

Here's the quick math: The Net Sales Per Active Customer (NSPAC) reached $591 in Q2 2025, up 4.5% from the prior year. That's a clear signal that once a pet parent trusts Chewy, they spend more. That's defintely a high-value relationship.

Pillar 2: ...and convenient online destination...

The convenience factor is delivered primarily through the Autoship program, which is the engine of Chewy's revenue predictability. This aligns perfectly with their operating principle to Keep it Simple for the customer. They don't want you to run out of food; they want to make pet parenting easy.

The numbers here are striking and show where the company is putting its capital and focus. In Q2 2025, Autoship customer net sales increased by 15% year-over-year and represented a massive 83% of total net sales for the quarter. That's a powerful moat against competitors like Amazon. Plus, their commitment to Accelerate Time-operating in 'Chewy Time'-means they focus on fast decision-making and action to ensure quick 1-2 day shipping and a seamless digital experience.

• Autoship sales grew 15% in Q2 2025.
• Autoship now makes up 83% of total net sales.
• They offer approximately 130,000 product and service offerings.

Pillar 3: ...for pet parents (and partners) everywhere.

This final component speaks to both market reach and service expansion. It's about thinking bigger than just food and toys, which ties into the core value to Think Big. For Chewy, 'everywhere' means expanding their offerings to cover the full life cycle of a pet, including healthcare and specialized services. You can learn more about how this all started at Chewy, Inc. (CHWY): History, Ownership, Mission, How It Works & Makes Money.

This is why you see strategic moves like the October 2025 announcement to acquire SmartEquine, expanding their leadership into the equine health category. It's also why they launched 'Get Real™,' a new healthy fresh food for dogs in September 2025. These actions demonstrate the operating principle to Act Like an Owner, where they take a holistic, company-level view to continually invest in new, high-margin categories that deepen the relationship with the pet parent. They are committed to their full-year sales forecast, which is expected to be between $12.3 billion and $12.45 billion, showing a clear path to delivering results.

Chewy, Inc. (CHWY) Core Values

If you're looking at Chewy, Inc. (CHWY), you're not just analyzing an e-commerce platform; you're assessing a company built on a deeply customer-centric operating philosophy. As a seasoned analyst, I see their core values-which they call Operating Principles (OPs)-as the defintely tangible drivers behind their financial performance. These principles guide everything from their customer service model to their strategic acquisitions, and they are what you need to watch.

The mission is clear: To be the most trusted and convenient online destination for pet parents (and partners) everywhere. That mission is executed through ten OPs, but a few stand out as directly impacting their bottom line and market position as of late 2025. Let's dig into the ones that matter most for investors.

Customers First and Earn Trust

This is where Chewy, Inc. makes its money-by treating pet parents like family. The 'Customers First' value is the engine for their exceptional customer service, which in turn builds the 'Earn Trust' value. They don't just ship products; they aim to 'WOW' pet parents with personalized service, like 24/7 assistance and detailed order tracking.

Here's the quick math on why this matters: In the second quarter of fiscal year 2025 (Q2 2025), Chewy, Inc. reported net sales of $3.10 billion, an 8.6% year-over-year increase. A huge part of this stability comes from their Autoship subscription program, which saw customer net sales increase by 15% in Q2 2025, representing 83% of total net sales. You don't get that kind of recurring revenue without first earning trust and putting the customer first. It's a flywheel effect. You can see more on who is investing in this stability here: Exploring Chewy, Inc. (CHWY) Investor Profile: Who's Buying and Why?

• Gain loyalty with 24/7 support.
• Drive revenue via Autoship subscriptions.
• Retain nearly 21 million active customers as of Q2 2025.

Act Like an Owner and Deliver Results

When employees 'Act Like an Owner,' they make decisions that benefit the company's long-term health, which directly leads to the 'Deliver Results' value. This culture of ownership is what helps them maintain a lean, efficient operation, which is crucial for an e-commerce business with tight margins.

We saw this commitment translate into strong profitability in the first half of fiscal year 2025. For Q1 2025, Chewy, Inc. delivered Adjusted EBITDA (Earnings Before Interest, Taxes, Depreciation, and Amortization) of $192.7 million, an increase of $29.8 million year-over-year. This kind of margin expansion-with the full-year 2025 Adjusted EBITDA margin expected to be in the range of 5.4% to 5.7%-doesn't happen by accident; it's a result of employees acting like owners and optimizing every part of the supply chain and customer experience.

Think Big and Accelerate Time

The 'Think Big' value is Chewy, Inc.'s mandate for strategic expansion, and 'Accelerate Time' means they execute those big ideas quickly. For investors, this translates into new revenue streams beyond the core e-commerce business. This is where the near-term risk and opportunity map gets interesting.

Their expansion into pet healthcare is a prime example. Chewy, Inc. is growing its network of Vet Care Clinics, planning to add 8-10 more clinics in 2025 after opening eight in the prior fiscal year. Plus, they are innovating in new product categories, like the September 2025 launch of 'Get Real™,' a new healthy fresh food for dogs. Most recently, the October 2025 agreement to acquire SmartEquine shows their commitment to expanding into specialized verticals like equine health, demonstrating a clear focus on thinking big about the total addressable pet market.