Policies

Generation Pet Policies

Orders Due:

Orders are due two days before the delivery date by 11AM and must meet the order minimum. There is also a delivery charge of $15 for each delivery depending upon your location. Stores are able to add on to their order up until one business day before the delivery date by 2PM.

Credits: In order to keep clean accounting records, please do not deduct amounts from your invoice payment without a credit memo sent to you by our office. There are certain circumstances where credit may be denied unless the proper authorization and paperwork is received by our office. Credits that are taken without proper authorization will remain on the account as a charge and are still the obligation of the customer for payment. This may result in a delinquent account and the account being suspended from further orders.

Order issues must be reported within 48hours to our Credits Department: credits@genpet.org. Our credits department is very diligent and efficient at issuing credits for any order issues. Please do not return items with drivers without a “Credit Proof” form that was previously provided to you. Informing drivers of order issues/missing product, does not guarantee credit, all order issues need to be reported to the office at credits@genpet.org.

Return Policy:

Products purchased through Generation Pet may be authorized for return using the following guidelines:

Reasons for Return:

Customer Returns/Product Satisfaction: In order to expedite and ensure the accuracy of your Customer Returned products, please provide the following information in 1 EMAIL to credits@genpet.org:

Customer Name & reason for the return
Lot # and Best by Date
Picture of the the customer returned product along with the receipt showing the refund

Once all proper documentation has been received and the return has been approved, a credit will then be issued to your account.

The following brands must be contacted directly for all returns. Generation Pet will not approve any credit without manufacturer written approval. * Aunt Jeni’s * Primal * Wysong

If a customer feels a product may have caused their animal to become ill, it may be necessary for that customer to contact the manufacturer directly. In most cases, our manufacturers list an 800 number for their convenience.

Frozen Product: All frozen items must be checked in at the time of delivery with the driver. Any delivery issues need to be reported to the office upon receipt. No returns will be accepted on frozen products after being checked in. Please verify your emailed Invoice prior to your delivery for accuracy. Any issues with frozen delivery such as overages, receiving product that does not appear to be for your delivery, thawed product, etc must be reported immediately to the office within 24 hours of delivery. All frozen product needs to be handled as quickly as possible by your staff to ensure integrity. Please note, certain frozen raw brands will appear to be softer during the summer months due to the nature of the product and the movement of product from the truck into the store as well as the time it takes your staff to check in the product. This does not necessarily mean that the product is not sellable. (Please contact the office immediately and put the product in the freezer, DO NOT DISPOSE OF PRODUCT). If there are any issues with the product, we will not authorize credit without receiving the product back. Please contact the office immediately and save the product to return with your Credit Memo that you receive from us.

Shortages/Damages/Mispicks & Overages: Please review your order for any damages or discrepancies. The driver may take back any products that are damaged or misdelivered at time of delivery. This does not guarantee credit. You must still report the issue to the office at credits@genpet.org

Shortages: All shortages are subject to verification. If the driver does not note shortages at the time of delivery, credit is not guaranteed. If you notice a shortage after the driver leaves, please contact the office within 48 hours of delivery and we will investigate the shortage. Our new inventory system only allows scanning of products to ensure accuracy of your order. Given our scanning methods and digital technology, we can easily pinpoint order shortages and remedy them.
Damages: All damages must be submitted within 24 hours with a photo taken at the time of delivery showing the damage and a completed Order Discrepancy Form. Please submit the Photo and Order Discrepancy form in 1 EMAIL to credits@genepet.org. Failure to provide the required information within the 24 hours from time of delivery does not guarantee a credit.
Mispicks/Overages: All mispicks will be credited for the item that was charged. An invoice will be generated for the correct product that was received. If you do not wish to keep the mispicked product, a Credit Memo will be issued to you via email from our system. At the time of your next delivery, please provide the copy of the Credit Memo and the product to the driver. The product will be inspected for quality assurances. Product must be deemed resellable in order to qualify for credit.

Short Dated/Expired Product: Generation Pet defines “short-dated” as any item with less than 90 days of the expiration date. Short Dated/Expired Products are NOT eligible for return unless they are delivered that way or there is pre-approval from the manufacturer in the form of email to Generation Pet.

Spoiled/Infested Products: Generation Pet is committed to providing all natural, holistic, and organic products. It is inherently understood that from time to time infestation may occur as a natural by-product to chemical free ingredients. Should a product purchased from Generation Pet appear to be infested please contact the office immediately. Once given approval, Generation Pet will issue a return form and instructions on how to proceed. The product must have been purchased within the previous 30 days.

Overstock Returns: Generation Pet does not guarantee the sale of any item. Returned items are subject to a 15% restocking fee. Products must have at least six months left on their shelf life and be resellable. Once approved, credit will be applied to your account which may be used at a later date. If products are returned in unsellable condition, credit will not be issued and products will not be sent back.

Ordering Error: Generation Pet does not guarantee the return of products due to an ordering error. Please carefully review your order before submitting it to customer service. Ordering errors are by no fault of Generation Pet and will be subject to a 15% restocking fee.

Discontinued Product: All discontinued products are final sale and will not be approved for credit.

Frequent Buyers & Coupons:

Generation Pet no longer accepts the submission of hard copies of frequent buyer cards or coupons. Please submit these electronically to credits@genpet.org via a photo, scan, or report from your store’s POS system.

UPS Shipping Policy:

Any orders that do not meet our truck delivery minimum may be shipped UPS but are subject to all Shipping and Handling charges. Frozen will not be shipped out past Wednesday and all frozen orders must meet a 10lb minimum. All UPS orders will be processed following the same policy for our UPS Accounts.

UPS Accounts:

Orders are due by 3PM to ship out the next business day. Frozen items will not be shipped out past Wednesday and all frozen orders must meet a 10lb minimum. Payments are due the day the order ships out. If payment is not able to be processed, the order will be held.

Pick Up Orders:

Orders are due at least one business day prior by 3PM. The date and time of pickup must be provided when the order is submitted. The order will not be processed until confirmation of pickup has been made. Failure to pick up in a timely manner after a date and time has been set will result in the order being subject to a 15% restocking fee. Payments are due at time of pick up. Pickups may be arranged for Monday-Friday 10AM-3PM.

Payment Policies:

All accounts must have a current credit card on file in order to be delivered.

All invoices are due per the terms stated on the invoices. If invoices are not paid, the credit card on file may be charged.

All payments made by credit card will incur an additional 3% fee for processing. We encourage you to set up payment via ACH or check on delivery to avoid any future delays in your orders. Default accounts with past due amounts will be put on credit hold until the account is paid in full.

Any invoices not paid accordingly, will be accessed a finance charge at the prevailing rate. In the event of default in payment, applicant agrees to be responsible for all costs of collection, including reasonable attorney's fees. Nonpayment or continued slow payment of product invoices or finance charges will be cause for cancellation of credit privileges. Termination of the credit line will not affect in any way the obligation of the customer to pay all accrued amounts due.

Any bounced checks or returned ACH payments will incur a $25 charge per return of funds.

Contacts:

Payments: ar@genpet.org
Returns, Order Discrepancies, Credits: credits@genpet.org
Office/Order Submission: sales@genpet.org