Generation Pet Policies
Revised April 2020

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 up to $15 for each delivery depending upon your location.  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 as per the return reason: 

Reasons for Return:

Customer Returns/Product Satisfaction:  In order to expedite and ensure the accuracy of your Customer Returned products, Generation Pet will no longer require the product be returned to our facility.  Please provide the following information in 1 EMAIL:

  • Picture of the the customer returned product along with the receipt showing the refund
  • A completed “ Return Request” form
  • Email it in 1 EMAIL to credits@genpet.org.  

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 will be written up by the driver and your account will be adjusted accordingly. No returns will be accepted on frozen products after being checked in.  Please verify your emailed Invoice prior to your delivery for accuracy.

Shortages/Damages/Mispicks & Overages:  All orders require a signature at the time of delivery. 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. Adjustments will be made to the account upon the driver’s submission of Generation Pet’s delivery copy.

  •  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 and we will investigate the shortage.  Our new inventory system only allows scanning of product to ensure accuracy of your order.  Given our scanning methods and digital technology, we can easily pin point 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 caused by Generation Pet 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 immediately 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, an RMA will be issued to you.  At the time of your next delivery, please provide the copy of the RMA and product to the driver.  The product will be inspected for quality condition in order to qualify for credit.  If an error has been noted after the driver has left, please contact the office within 24 hours of delivery receipt.

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 90 days 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. An order confirmation is sent to you once your order has been processed.   Please review this order confirmation that is sent to you prior to delivery for any order discrepancies.  Ordering errors are by no fault of Generation Pet and will be subject to a 15% restocking fee.  If you notice anything is incorrect or have the need to cancel an item, please reach out to the office as soon as possible. 

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

Frequent Buyers & Coupons:

Effective March 25, 2020, Generation Pet will no longer accept 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.

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


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

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