Forms & Policies

Click the link below to download the Open Order Form. You may place your order with Fauna Foods by phone 718-458-2900, fax 718-228-2918 or email inside.sales@faunafoods.com

For your benefit in an effort to ensure accuracy we strongly urge you to use the Product Open Order Form when faxing or submitting your order via e-mail. This form is useful when placing orders by phone as a tool to track your inventory needs in addition to aiding our Inside Sales Representative with processing your order. You may also place an order online with our new E-Commerce Store.

Open Order Form

Consumer Return Form

Coupon Redemption Form

 

Return Policy

Returns for Fauna Foods Credit
Fauna Foods will provide credit for any errors or shortages in shipping, for products damaged in transit, and for short-dated product being delivered, as long as the procedures below are complied with.

Inspect Upon Delivery
Please inspect your order when it arrives for damages, product dates and any discrepancies between your order and the invoice. The driver will take back any product damaged on delivery or overages and will note any shortages or other discrepancies with your order. Adjustments to your invoice will be made by Fauna upon the driver's submission of the invoice with notes stating any discrepancies.

For customers who are not inspecting the shipment at the time of delivery: for any issue with the delivery please notify Inside Sales within 48 hours. This will allow us to make a timely investigation into your claim.

E-mail: inside.sales@faunafoods.com
Phone: 718-458-2900

Any items returned due to retailer error are subject to a 15% restocking fee.

High Value Items & Frozen Items
All must be checked at time of delivery and signed for separately on the Pick Slip. No credits will be issued after the delivery check-in.

Short-dated Product
We define short-dated product as any product with 6 months or less remaining before the expiration date. If you believe we have shipped short-dated product, we will investigate but will only provide credit if warehouse inventory is similarly short-dated.

Infested or Moldy Product
If you believe we have shipped moldy or infested product, we will investigate but will only provide credit if warehouse inventory proves to be similarly moldy or infested.

Consumer Returns
Each vendor has specific return requirements. Return products from certain manufacturers have specific forms that must be completed with UPCs & receipts attached and submitted to Inside Sales via your delivery driver or mail. Consumer return forms may be downloaded from our website. If a customer needs to return other products to you, please encourage them to contact the vendor directly to resolve the issue or contact your manufacturer's rep to approve credit for the return. With written authorization from the manufacturer's rep (emailed or faxed) assuring that we will receive credit, Fauna Foods will be able to credit your account. Please reach out to your Inside Sales Representative if you need help contacting or locating your manufacturer's rep.

Overstock Returns
While suggested that slow moving/overstock items be discounted at the retail level, saleable items may be returned with prior approval from your Inside Sales Rep. Any return in this category will be subject to a 15% restocking fee. Returned product that arrives back to us in unsalable condition will not be considered for credit and product will not be sent back.

Returns for Manufacturer Credit
Manufacturers will typically provide credit on returns for the reasons below, but a number of them require prior written authorization. Please contact the manufacturer's sales rep to obtain prior written authorization for:

• Defective Packaging
• Infested or Moldy Product
• Consumer Returns
• Short-dated/Out of Date products
• Other reasons not listed above

Please contact your Inside Sales Rep for more details.

 

Pricing Policy

Please contact your Account Manager or Inside Sales Representative for any inquiries.

 

Pallet Policy

Both Chep pallets and White pallets are an integral part of total supply chain management. As a result of the costs and benefits of the pallets, there is a $20.00 charge for each Chep pallets and $8.00 for each White pallet left at the store. A credit will be issued to your account for every pallet returned to us on subsequent deliveries.

 

FAQ's

1. What is the order minimum?

   The order minimum is $450.00 for truck deliveries.

2. What is my normal delivery day?

   There is a route code at the top of your invoice. Each route code begins with the number that indicates the day of the week.
   (1) Monday - (2) Tuesday - (3) Wednesday (4) Thursday (5) Friday
   If you are unsure please contact your Inside Sales Representative to find out your delivery day.

3. When do I need to place my order?

   All customers are set-up on an order cycle of two business days prior to delivery. Orders placed early allows for greater efficiency in our Warehouse and Routing departments. We will do our best to accommodate you if you cannot meet the two day deadline and will take orders up to 2pm on the day before delivery.

4. What are my order method options?

   You may place your order by phone 1-800-72-FAUNA(32862) / 718-458-2900, fax 718-228-2918, email inside.sales@faunafoods.com, or online Fauna Foods E-commerce Store.

5. Who is my Inside Sales Representative/Outside Sales Representative?

   You may dial zero when calling and the receptionist will look-up the requested information.

6. How do I need to pay for my first order?

   First orders must be paid by cash, money order or bank certified check only. All orders after that may be paid by check provided your bank submitted an acceptable Bank Inquiry form to our Accounting department. You may pay by credit card using Visa, MasterCard, or AMEX with an additional 3.5% charge.

7. What are my payment terms?

   All new customers are set-up as CASH or CERTIFIED CHECK. Other payment options are Credit card/Debit card/Wire/ACH. Once an acceptable Bank Inquiry form has been submitted to our Accounting department and if approved, your account may be changed to C.O.D. (Check on Delivery) including Credit card/Debit card/Wire/ACH.

8. How do I return products?

   You may submit your return when placing your order by phone 800-72-FAUNA(32862) / 718-458-2900, fax 718-228-2918 or email inside.sales@faunafoods.com. Note: We cannot take back expired product, frozen or raw diets. Products must have at least eight months before expiration date and all returns must be in resalable condition (free of pricing, stickers, etc.).

9. What is my delivery charge?

   The fuel delivery surcharge fluctuates with fuel prices and is listed on our invoice with the item number A1 or A2.

10. Do you ship orders via UPS?

    We will ship orders via UPS if a customer requests it. All shipping expenses will be at your cost. Shipping charges are based on weight. Exclusions include cat litter and perishable items such as raw and frozen diets.

11. Do you automatically send out items that are backordered?

    We do not automatically send backordered items. These items will need to be reordered for future deliveries.

12. I ordered an item and did not receive it and it is not on my invoice, what does this mean?

    This typically means the item is discontinued. Please contact your Inside Sales Representative to verify the availability of the item.

13. Can I place an order with anyone in Inside Sales?

    Please use the assigned ISR whenever possible. The ISR assigned to your account may have additional paperwork or deals that are specific to your account. However, any available ISR can take your order.

14. Where can I find my pricing?

    Pricing may be found in our price book catalog, on your invoice, or online when you log into your account through the
    Fauna Foods E-commerce Store.

15. How do the price levels work?

    Please contact your Account Manager or Inside Sales Representative for any inquiries.

16. Can I add on to my order?

    You may add to your order until 2PM day before delivery.