Shipping & Returns
Placing Your Orders for Delivery
Orders are accepted via telephone/e-mail/fax Monday through Thursday, 5:00 am to 2:00 pm, and via the web 24 hours a day. Orders are typically shipped the next day from when your order is placed; example (Monday deliveries need to have an order submitted by end of day Sunday). The exception to this rule is for Tuesday deliveries: they will need to have an order submitted by end of day Sunday. Due to next day delivery, these orders are processed with Monday’s deliveries. Any orders placed after 3:00pm aren’t guaranteed for next day delivery.
Fax number: 802-660-9575 Email: VTPet@pfwvt.com
Add-Ons and Changes to Orders
For all orders, we can accept add-ons and changes until 12:00pm, one day before expected delivery. We will make our best efforts to accommodate add-ons called in after the cut-off time. However, we cannot guarantee that the product(s) will be included.
For questions on days/times, Eric is available Monday through Wednesday from 5:00am to 3:00pm, and until 12pm on Thursdays. Otherwise please contact Carlton, Bill, or Kevin if you cannot reach Eric.
• Eric: 800-863-5597 ext. 231
• Carlton: 802-503-7328
• Bill: 802-922-5073
• 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.
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
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.
Merchandise Totals and Delivery Charges
Orders up to $200:
Delivery Charges = $60
Orders from $200.01 - $500:
Delivery Charges = $35
Orders of $500 or More (minimum for free delivery)
Delivery Charges = $0
Maine / Massachusetts Delivery Charges
Orders up to $1,000:
Delivery Charges = $100
Orders of $1,000 or More:
Delivery Charges = $0
*Effective 12/5/2022: An $8 delivery fuel surcharge will apply to each order, regardless of order total. (This fee is waived for Veterinary Practices and Humane Societies/Rescue Groups)
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 damage or shortages in order to receive credit.
We will be happy to accept a reasonable amount* of returns for credit provided the product(s) are undamaged, unmarked, clean, and in otherwise re-sellable condition, 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 products 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 expiry. 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. All products must have UPCs attached to the customer return form. To receive credit for customer returned products, please mail or hand deliver to a VPFS representative.
Customer Return form can be found here.