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.

Eligible and Ineligible Issues

Products purchased through Phillips Pet Food & Supplies (Phillips) may be authorized for return/credit, using these certain guidelines:


Concealed damages, manufacturer defects, spoiled or infested product must be authorized by the Phillips Returns Department and should be called in within 48 hours of delivery. Unconcealed damages, manufacturer defects, spoiled or infested product should be noted with the driver at the time of delivery. Credit will be issued for eligible products upon receipt of UPC on consumable items and receipt of product on hard goods.


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, providing it has 4 months remaining before “Best By” date. The restocking fee for this return service is 20% of the price initially paid (including all discounts). Products must be returned within two weeks of purchase. Returns under this category should be initiated through the Returns Department. Products purchased as closeouts, or special orders will not be approved for return under any circumstance.


Concealed shortages; incorrect ordering or mispicks should be called in to our Returns Department within 48 hours of delivery. Unconcealed shortages; incorrect ordering or mispicks must be noted with the driver at the time of delivery


Frozen product is covered separately from the above. Since a separate signature is required at time of delivery for frozen items, Phillips 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Out of date products are not eligible for return. ALL products eligible for return under #2 (retailer return) must have 4 months shelf life remaining. Phillips will not issue credit for any unsaleable product due to improper stock rotation, or store infestation. It is our goal to consistently provide customers with fresh food products.


Shortages or damages on product received by Common Carrier or UPS must be called in immediately upon receipt. Shortages and external damages incurred during shipping will be handled in same manner as product delivered by Phillips truck.


Most of our manufacturers list an 800 number for customer satisfaction issues. These calls usually result in a satisfactory “deal” for the consumer. If the customer needs to return product through the store, the customer name, phone number, and reason for return should be included with the RGA and the UPC or product returned to Phillips. Customer satisfaction claims for Wellpet should be handled directly with the Wellpet representative.


To obtain an RGA, fill out the Return Form on the website.  You may also fill out the Returns Form and either email or fax to  For each viable return or request for credit, you should have the following information available:

  • Reason for return or credit
  • Invoice number and date
  • Item number and price
  • Expiration Date

For approved returns, an RGA will be issued and sent with our driver. For consumable returns outlined under #1 of our return policy, please remove the UPC(s). Please return UPC’s and a copy of the RGA with your Phillips driver. Keep a copy for your records. Our drivers cannot accept any merchandise/UPC’s not listed on the RGA.  If there is no RGA, Phillips driver will fill out a Return Goods form and leave a copy with you.

Upon receipt and verification of product or UPC, a credit will be issued to your account, providing there are no discrepancies and/or incorrect information.

On returned to stock items, credit will be issued for all resalable items. Phillips will only credit the following:

  • Product free of price stickers and in original packaging
  • Product in Phillips selling unit of measure. Example: full cases of cans
  • Product free of infestation/contamination and with minimum 4 months shelf life remaining

Please be careful with your return! Products/UPC’s that are disallowed for credit will be destroyed and credit will not be issued.

When criteria are met, credit will be issued and a credit invoice will be emailed or faxed to you.  The credit amount will appear on your account for use on subsequent invoices.

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