Policies

Return Policy

Effective August 1, 2014

Products purchased through Generation Pet may be authorized for return using the following guidelines. All returns must be called into the office for prior approval before being returned with the driver. Returns must be called in NO LATER THAN 1pm the day before delivery. Once approved, the office will fill out a form that will be sent to the store to be attached to the product/UPCs that is to be picked up by the driver. The driver is not authorized to pick up any return that has not been pre-approved by the office staff and that does not have an authorization form. 


Shortages/Mispicks:
Shortages and damages should be noted on the delivery ticket at the time of delivery. If an error has been noted after the driver has left, you must call Generation Pet within 48 hours of delivery receipt.


Frozen Products:
Frozen items require a signature at the time of delivery. If an item is delivered damaged it can be returned with the driver and an adjustment will be made to the current invoice. Generation Pet DOES NOT accept frozen returns on expired food. Some manufacturers require prior authorization through them in order to receive credit. You will be notified of this when calling for a return approval.


Out of Date/Expired Product:
Out of Date/Expired Products are NOT eligible for return unless they are delivered that way or there is pre approval from the manufacturer in the form of email or phone call 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 remove the UPC and give that to the driver after pre-approval has been given. The spoiled/infested product can then be discarded. The product must have been purchased within the previous 30 days.

 

Customer Returns/Satisfaction:
If a customer returns a product through the store, it is mandatory that the customer name and phone number be included and the product be returned to Generation Pet. 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.
Once products have been returned to our warehouse, credit will be applied to your account which may be used at a later date.

 

UPS Shipping Policy

Effective August 1, 2014

Any orders that are out of territory or do not meet our truck delivery minimum can be shipped UPS but are subject to Shipping and Handling charges.  All orders being shipped UPS require a credit card on file for payment.


Dry Product Shipments:
All orders must be submitted Friday for shipment on the following Monday. All orders are subject to shipping and handling charges.


Frozen Product Shipments:
Any orders containing frozen items must be submitted Friday for shipment on the following Monday.  All frozen orders are subject to shipping, handling and Boxes charges.

**PLEASE NOTE AUNT JENI’S 1LB. WILL NOT BE SHIPPED UPS**