Frequently Asked Questions

This page is dedicated to common questions you may have regarding our company, vendors or products. If you do not find the answer you are looking for on this page, please contact us directly.

What is the return policy?

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

Shortages & Mispicks:
Claims for credit on concealed shortages, damages, incorrect or billing errors can only be authorized by the Phillips Customer Service Department and must be called in within 48 hours of delivery. Claims for unconcealed shortages and damages should be noted with the driver at the time of delivery.

Retailer Returns:
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. The restocking fee for this return service is 20% of the price initially paid (including all discounts). Products must be returned within 30 days of purchase. Returns under this category must also be initiated through the Customer Service department. Products purchased as closeouts, price marked, special order, or shop worn, will not be approved for return under any circumstance. 

Frozen Product:
Frozen product is covered separately from the above. Since a separate signature is required at time of delivery for frozen items, Phillips Feed does not accept returns for defective packaging, out of condition product, incorrect ordering, or dating, unless identified at the time of delivery.

Out Of Date Product:
Out of date products are not eligible for return. ALL products eligible for return under retailer return must be within 4 months of the expiration date.

Common Carrier / Ups Shipment:
Product received by Common Carrier or UPS must still comply with our 48-hour call in policy. Shortages and external damages incurred during shipping must be claimed through the shipper, not Phillips. All returns will be handled in same manner as product was received.

Manufacturers Defects / Spoiled / Infested Products:
Product must have been purchased from Phillips within the previous 30 days. The procedure for our customers will be to remove the product and return the packaging to us with the date code.

  • Phillips will not issue credit for any out-of-date or infested products due to improper stock rotation, over stock, or insufficient in-store pest control protocol. It is Phillips’ goal to consistently provide customers with fresh food products.

Customer Satisfaction:
Most of our manufacturers list an 800 number for customer dissatisfaction issues. These calls usually result in a satisfactory “deal” for the consumer. If the customer needs to return through the store, it is mandatory that the customer name and phone number be included and the product be returned to Phillips. To obtain a credit or request a pick up, call our Customer Service Department a minimum of 48 hours before delivery day and they will handle all paperwork over the phone. For each viable return or request for credit, you must have the following information available.

  • Reason for return or credit
  • Invoice number and date
  • Item number

For approved returns, a return goods authorization (RGA) will be issued and this form will accompany our driver on your next scheduled delivery. The driver will check the claim form against the products being returned, if they match, he will sign off and leave a copy for your records. A driver cannot accept any merchandise not listed in the RGA. Upon receipt of returns into our warehouse, product will be inspected for any discrepancies and/or incorrect information. We will not credit the following:

  • Shopworn, price tags or price marks
  • Doesn’t meet manufacturer warranty guidelines
  • Incorrect item description

Please be careful with your return. Products that are not eligible for credit will be destroyed and credit will not be issued. When criteria is met, credit will be issued and appear on your account for use on subsequent deliveries.

Where do I redeem coupons to?

To insure accurate and dependable redemption effective July 1, 2012 all “manufacturer coupons” will need to be sent to the redemption address on the coupon. If coupon lists instructions to remit to the distributor then send in and we will process them.

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

What is the address I send payments to?

Phillips Pet Food & Supplies
3747 Hecktown Road
Easton, PA 18045

What are the payment terms?

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.

How do I place a Phillips Special Order?

With this order form: Phillips Aquatics Special Order Form General

How do I place an All-Glass Aquarium Special Order?

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