Customer Service

How To Use This Website

This website is designed to help you place your orders through VT Pet Food & Supply (VPFS) more readily. With this site you will find Food, Accessories and Treats along with Featured Items, Sales, Community Events, Education and an About Us. These navagational buttons and links will allow you to browse a comprensive selection of the items that are currently available for purchase through VPFS. These items will be updated through our system regurlarly so that they reflect up-to-date pricing and information. Please treat this website as an additoinal outlet for placing orders.   Our privacy policy can be found at https://vermontpetfood.com/privacy-policy

Placing Your Order for Delivery

Orders are accepted via telephone (Monday through Wednesday from 8:00 am to 4:00 pm and Thursday from 8:00 am to 12:00 pm) or e-mail/fax/web order any time of day (processed Monday 8:00 am through Thursday until 12:00 pm). Any additions or changes to your order after noon on Tuesday are not guaranteed to be delivered the same week.

Fax number: 802-660-9575      Email: VTpet@pfwvt.com 

Add-Ons & Changes to Orders

For orders shipped via common carrier, we can accept add-ons and changes until 10:00 am, one day before expected delivery.  For VPFS delivery routes, we can accept add-ons and changes until 1:00 pm the day before delivery.  We will make our best effort to accommodate add-ons called in after the cut-off time.  However, we cannot guarantee that the product(s) will be included.

Eric is available Monday through Wednesday from 8:00 am-4:00 pm and Thursday from 8:00 am to 12:00 pm.  For questions on other days/times, please contact John, Carlton or Kevin. 

  • Eric: 800-863-5597 ext. 231
  • Jason: 800-863-5597 ext. 236 or cell: 845-709-9838
  • Carlton: 800-863-5597 ext. 241 or cell: 802-503-7328
  • Kevin: 800-863-5597 ext. 223

Placing Your Order for Pickup

Orders for pick-up must be submitted Monday through Wednesday from 8:00 am to 4:00 pm or Thursday from 8:00 am to 12:00 pm.  Unless otherwise requested, all orders must be picked up Monday through Thursday between 7:00 am and 1:00 pm, at 102 Kimball Avenue in South Burlington.  All orders for pick-up must be placed a minimum of 24 hours in advance. There is no minimum for pick-up orders.

Terms

Payment in full is required at time of pick-up, drop-off or delivery.  If payment is late, no discounts apply. We gladly accept credits cards and, if requested, will keep your credit card number on file.

Shipping and Delivery

Merchandise total  Delivery Charges
Up to $200 $60
$200.01—$500.00 $35
$500 or More (minimum for free delivery)  $0

Damages and Shortages

All damages or shortages must be noted at time of delivery.  We will not be responsible for any damages or shortages not noted on delivery slip.  Damages and shortages may not be deducted from payment of invoice.  Our office will issue a credit upon verification of damages and/or shortages.  Please call within 24 hours of receiving your order to report any damages or shortages in order to receive credit.

Returns and Replacements

We want you to be completely happy with your order. If for any reason you are not satisfied, we will gladly accept a reasonable amount of timely returns of undamaged, unmarked, clean and/or otherwise re-sellable product, subject to our approval. Please note, for food and treat items to be considered re-sellable, they must be returned no closer than three months to the date of expiration.  Please contact us ahead of time for any returns. *A reasonable amount of returns is considered less than 2% of purchases. If returns exceed 2% for reasons other than defective product or customer returns, then a 10% restocking fee may be charged on returned items.*

Outdated product is not eligible for return.  To return slow-moving product that you think may go out of date, please contact us at least three months before expiration.  We may be able to help you sell it with coupons or discounts.  If you would like to return your close-dated product, please arrange for pick up if you are along our delivery route, otherwise, please arrange transport of the product to our location.

Frozen raw products are not eligible for return due to the nature of the product.  Once frozen raw products have been accepted and have left our control, credits will not be issued.  Frozen raw products must be checked at the time of delivery; the 24-hour call in rule does not apply to frozen raw products.

For customer returns, please fill in and submit our customer return form.  Customer Return Form must be completely filled out to receive credit.  We will notify you about product handling. To receive credit for customer returned products, please mail or hand deliver to a VPFS representative.

Wholesale Pricing and Discounts

Pricing

VPFS has three wholesale pricing levels; Wholesale Pricing Level 1 (W1), Level 2 (W2), and Level 3 (W3).  Dependent upon order total and product type, you will fall into one of these levels.  Each level has different pricing, the greatest discounts associated with Level 3.  Please use the following wholesale pricing structure to determine your pricing level.  W2 and W3 levels take their discounts off the W1 base pricing.  Purchase levels are reviewed quarterly to determine eligibility for your pricing level.  If you are unsure which level applies to you and your business, or have any questions about the wholesale pricing levels, please feel free to contact us and we will be happy to help you.

Wholesale Pricing Level 1

(W1)

Annual Purchases up to $17,999

Base Wholesale pricing on all products

Wholesale Pricing Level 2

(W2)

Annual Purchases between $18,000 and $59,999

15% off all accessories, including rawhide and real animal parts (excludes frozen parts)

3% off distributed food, litter and treat lines

Wholesale Pricing Level 3

(W3)

Annual Purchases above $60,000

20% off all accessories, including rawhide and real animal parts

5% off distributed food, litter and treat lines

Coupons

All coupons and frequent purchased cards must be filled out completely and correctly for redemption.  If they are not completely and correctly filled out, they will be returned to you.

Specials

Please note that in order to take advantage of certain deals, you may have to call or fax in your order.  If this is required, there will be a note, in red, in the top right-hand corner of the order sheet.

Promotional Flyers

Promotional flyers are mailed and/or e-mailed to all active accounts—specials run for one to two months at a time. You will also find a downloadable PDF when clicking on the Sales Items button on the homepage (must be logged in to see file).