FAQ

What is the return policy?

Products purchased through Phillips may be authorized for return using certain guidelines.

Eligible and Ineligible Issues

Products purchased through Phillips Pet Food & Supplies (Phillips) may be authorized for return/credit, using these certain guidelines:

1. DAMAGES /MANUFACTURERS DEFECTS/SPOILED/INFESTED PRODUCT

Any damages/overages/shortages/mis-picks and/or short dates must be reported within 48 hours of delivery.
Frozen/Refrigerated returns will not be accepted unless reported/sent back with the driver at the time of the delivery.

2. OVERSTOCKS

Phillips does not guarantee the sale on any product. Though we suggest that overstock products be discounted at the retail level, overstocked saleable product can be returned with prior approval, providing it has 90 days remaining before “Best By” date. The restocking fee for this return service is 20% of the price initially paid (including all discounts). Products must also be returned within two weeks of purchase. Returns under this category should be initiated through the Returns Department. Products purchased as closeouts or special orders will not be approved for return under any circumstance.

3. CUSTOMER RELATED OUT OF DATE/INFESTED PRODUCT/INCORRECTLY PLACED ORDERS

Any incorrect orders placed must be reported within 48 hours of delivery. Phillips will not issue credit for any unsalable product due to improper stock rotation at the store level or store infestation. It is our goal to consistently provide our customers fresh food products. Incorrectly placed orders will result in a 20% restocking fee.

4. COMMON CARRIER, UPS, FED-EX SHIPMENT

Shortages or damages on product received by Common Carrier, UPS or FedEx must be called in immediately upon receipt and will be handled in same manner as product delivered by Phillips truck.

5. REFUSED DELIVERIES

We reserve the right to issue 20% restocking fees on any refused loads excluding, delivery delays caused by Phillips or acts of God. To avoid the 20% restocking fee, upon customer agreement, we will attempt to redeliver the order at the earliest delivery date available.

6. CUSTOMER SATISFACTION

Most of our manufacturers list an 800 number for customer satisfaction issues. These calls usually result in a satisfactory “deal” for the consumer. If the customer
needs to return the product through the store, please submit a request for credit through Phillips. Credits for Fromm require the Fromm form to be completed and
UPCs attached. Customer satisfaction claims for Wellpet should be handled directly by the Wellpet representative.

HOW TO REQUEST A RETURN/CREDIT

To obtain an RGA, fill out the Return Form on the website here: https://shop.phillipspet.com/ccrz__CCSiteLogin

You may also fill out the Returns Form and either email or fax to Returns@Phillipspet.com or fax (866) 804-0616.

For each viable return or request for credit, you should have the following information available:

• Reason for return or credit
• Invoice number and date
• Item number and price
• Expiration Date

For approved returns, an RGA will be issued and sent with our driver. For consumable returns outlined under #1 of our return policy, please remove the UPC(s). Please return UPC’s and a copy of the RGA with your Phillips driver. Keep a copy for your records. Our drivers cannot accept any merchandise/UPC’s from previous Deliveries not listed on the RGA.  If product is from current delivery, the driver will fill out a Return Log Sheet and leave a copy with you. Upon warehouse receipt and verification of product or UPC, a credit will be issued to your account, providing there are no discrepancies.

On returned to stock items, credit will be issued for all resalable items. Phillips will only credit the following:

• Product free of price stickers and in original packaging
• Product in Phillips selling unit of measure. Example: full cases of cans
• Product free of infestation/contamination and with minimum 90 days shelf life remaining

When criteria are met, credit will be issued and a credit invoice will be emailed or faxed to you.  The credit amount will appear on your account for use on subsequent invoices.

To insure accurate and dependable redemption, all “manufacturer coupons” will need to be sent to the redemption address on the coupon. If coupon lists instructions to remit to the distributor, please send to:

Phillips Pet Food & Supplies
Attn: Coupon Department
3747 Hecktown Road
Easton, PA 18045

Our payment terms are COD. Acceptable forms of payments are Company Checks, Cash or Cashier Checks. At this time we are unable to accept Credit Cards. Checks returned to our bank for any reason will result in $43 charge billed to your account each time the check is returned.

With this order form: Phillips Aquatics Special Order Form General

With this order form: Phillips Aquatic Special Order Form All Glass