Please find our full retailer claims policy below.
Pet Food Experts’ (PFX) claims policy is designed to foster a smooth and consistent process of reporting delivery and order issues with our valued retail partners. We ask for your partnership in our policy to ensure your claims are reviewed promptly and efficiently.
Guidelines
- All claims must be submitted within 48 hours of delivery, using the PFX discrepancy form, to customerclaims@petfoodexperts.com
- Include customer number, store name, invoice number, item number, quantity, reason, and any other relevant information as outlined below
- Return Good Authorization (RGA) will be emailed to the retailer. The RGA is to be printed and with the product to be returned when your next delivery is made. Products must be in resalable condition with no pricing stickers
- RGAs expire 30 days after the date of issuance
Exceptions
Damages
- Report any visible damages immediately at the time of delivery. PFX drivers will collect the return, while third-party drivers will document the issue on the bill of lading (BOL)
- All damage claims must adhere to the reporting guidelines and include photos for damages exceeding $100
Short-Dated & Expired Product
- PFX ensures all products are shipped with a minimum of 90 days of shelf life
- When submitting a claim, please include clear photos of the expiration or best-by date and lot code. Claims for products that expire while in-store will not be eligible for credit
Manufacturer Defects, Spoiled, or Infested Products
- When submitting a claim, please include clear photos of the expiration or best-by date and lot code
Frozen Products
- Frozen products require the retailer’s signature upon delivery. Any claims must be identified at the time of delivery and noted by the PFX or third-party driver, then submitted following the claims reporting guidelines
- PFX is not liable for claims from retailer freezer malfunctions, thawing, or other in-store damage
Fee Schedule
- Retailers with significant or recurring ordering discrepancies may incur a 15% restocking fee
- Canceled PFEXPO orders are subject to a 10% cancellation fee
- PFX does not guarantee sales. For assistance, please reach out to your manufacturer representative. Returns for overstocked items are at PFX’s discretion and may be subject to a 15% restocking fee
- Return shipping costs incurred through a third-party carrier or UPS may be charged to the retailer
Drop Ships
- PFX does not process drop ship claims. Please direct these inquiries to your manufacturer representative
Final Sale
- Steals & Deals, closeouts, seasonal items, or special order sales are final and ineligible for return or credit
This return policy is subject to change and the discretion of Pet Food Experts
When contacting Pet Food Experts about a return, please provide your store name, account number, and invoice number. Approved RGAs will be emailed to you — please have printed RGA and items to be returned ready for the driver with your next delivery.
Please note: Any product not returned within 30 days of purchase will no longer be eligible for a return, and the RGA will be deleted. Products returned with price stickers of any kind, without original packaging, permanently marked in any way, or otherwise deemed unsalable will not be eligible for credit and will be returned with your next delivery.