Generation Pet Policies
Revised February 2019

Orders Due:

Orders are due two days before the delivery date by 11AM and must meet the order minimum. There is also a fuel surcharge up to $15 for each delivery depending upon your location. The fuel surcharge is in addition to the order minimum. Stores are able to add on to their order up until the day before the delivery date by 11AM. If anything urgent ever arises, please call the office and we will do our best to accommodate you.

Return Policy:

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 3PM the day before delivery. To expedite the process of receiving a return form, we advise that our company Return Request Form be completed and sent to credits@genpet.org. Once approved, the office will fill out a form (RMA) 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 a Generation Pet authorization form.

Returns do not guarantee a credit to your account. All returns must have proper documentation in order to be processed. Credit will be issued upon approval.

Some manufacturers require prior written authorization, lot numbers, customer information, etc. before items may be returned. We will instruct you of any forms or information needed when the returns are called in. Once the return has been approved, credit will be applied to your account which may be used at a later date.

Customer Returns/Satisfaction:

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. 


All orders require a signature at the time of delivery. Please look over your order for any damages or discrepancies. The driver may take back any products that are damaged or misdelivered when noted upon delivery. Adjustments will be made to the account upon the driver’s submission of Generation Pet’s delivery copy.

If an error has been noted after the driver has left, please contact the office within 48 hours of delivery receipt at 888-365-7387 or credits@genpet.org.

All mispicks will be credited immediately for the item that was charged and an invoice will be generated for the correct product that was received. If you do not wish to keep the mispicked product, an RMA will be issued so that once the product is returned a credit may be issued. If the product is not returned within 30 days payment will be processed per the terms stated on the invoice.

All shortages are subject to verification. If the driver does not note shortages at the time of delivery, credit is not guaranteed.

Items returned after delivery due to retailer error are subject to a 15% restocking fee.

To expedite the process of shortages, mispicks, etc., we advise that our company Order Discrepency Form be completed and sent to

Short Dated/Expired Product:

Generation Pet defines short dated as any item with 90 days or less before 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:

Past orders may be returned contingent upon office approval. Please note returned items are subject to a 15% restocking fee. Products must have at least 60 days left on their shelf life and be resellable. Upon receipt of return into the warehouse, products will be inspected. 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.

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.

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.

As of December 1, 2017 all payments made by credit card will incur an additional 3% fee for processing.

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 credit line will not effect in any way the obligation of customer to pay all accrued amounts due.


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