PetMed Express (PETS) 27th Annual ICR Conference 2025 summary

Business transformation and strategy

• Focused on modernizing and accelerating the business, leveraging its legacy as the first online pet pharmacy with nearly 30 years of experience.

• Emphasized the pharmacy as the core strength, with licenses in all 50 states and a robust verification process for prescriptions.

• Expanded product offerings beyond pharmaceuticals to include food, over-the-counter products, and science-backed, veterinarian-approved items.

• Rebranded to position as a consumer pet healthcare company, not just a retailer, with a focus on health, wellness, and pet longevity.

• Reduced SKUs from over 16,000 to about 11,000 to focus on high-margin, purpose-aligned products.

Operational and technology initiatives

• Achieved $5 million in annualized cost savings through operational efficiencies and expense reduction.

• Launched a new website, mobile app, and buy now pay later platform, and upgraded the tech stack including order management and Autoship systems.

• Implemented new customer service technologies, including automation and self-service tools, and upgraded call center systems.

• Focused on optimizing recent tech investments before making further foundational changes.

Marketing, branding, and customer acquisition

• Undertook a major rebranding and repositioning effort to attract younger, higher-income customers, especially Millennials and Gen Z.

• Expanded marketing channels to include radio, CTV, billboards, and podcasts, with a focus on creative messaging and targeted outreach.

• Delayed significant marketing spend until foundational digital and branding work was complete; now ramping up targeted campaigns.