After receiving your delivery, if any of your customers are missing items, have received extra product, have a damaged item, or tried a product and are unhappy with it, please complete the appropriate form below, preferably within 48 hours of receiving your order.
Here are some example situations to help you see which form you need.
- Did not receive an item – Shorted Form
- Received an incorrect quantity – Shorted Form or Extra Form
- Received the wrong item – Shorted Form and Extra Form
- Ordered the wrong item – Return Form
- Received an item not listed on the customer’s invoice – Extra Form
- Customer was unhappy with a product they had tried – Return Form
- Customer didn’t want a product – Return Form
- Received a damaged product – Damaged Form
Extra Products
Extra products are items that you did not order and are not listed on the customer’s invoice, but were received with your delivery.
Please do the following:
Contact the 2 sales reps before you on the delivery schedule and the 2 sales reps after you to see if they are missing the extra item(s) you have.
*A phone call would be best, so you aren’t waiting for them to read their text or email.
1. If you find the rep who is missing the extra item you have, AND they are close enough to meet you to get it, please do so and then submit the form below. The office requires this information for a monthly performance report that they compile for the warehouse.
2. If you DO NOT find the rep who is missing the extra item you have, please submit the form below. Support will reply with the option to try to sell it to someone or buy it yourself.
Damaged Products
Damaged products are items that are damaged upon receipt of your order (e.g., broken product, broken container, holes in bags with or without product spilled out, crushed boxes, etc.).
Please submit the form below, take pictures of the damaged item, and text or email them to [email protected] after submitting the form.
Depending on the type of damage and extent of the damage, the office will usually process a credit to the customer’s account or approve you to offer them a % off the cost of the product.
IMPORTANT: Any product that is damaged in any way AFTER you receive your order is your responsibility to replace. This includes waiting too long or forgetting to put something in the freezer or refrigerator, cutting open products when opening boxes, dropping items while handling them, and so on.
Shorted Products
Shorted products are items that were ordered and listed on the customer’s invoice, but were not included in the delivered order.
If you have one or more missing items, please do the following:
Contact the 2 sales reps before you on the delivery schedule and the 2 sales reps after you to see if they have your missing item(s).
*A phone call would be best, so you aren’t waiting for them to read their text or email.
- If you find the rep who has your missing item AND they are close enough to go get your item(s), please do so and then submit the form below. The office needs to log all shorted products to correct and prevent future errors.
- If you DO NOT find who has your missing item OR the sales rep who has your missing item is too far away to go get it, please submit the form.
**Shorted items are not automatically reordered for the customer; you must reorder any shorted items on the customer’s next order.
Product Returns
We offer a Money Back Guarantee on everything we sell.
Double Money Back Guarantee applies to most food items for the first 90 days. 100% Money Back Guarantee for the next 90 days.
(**Hot Deal items, #2 products, and non-food items are 100% money back.)
Returns are items that customers have purchased and used, but are not satisfied with for various reasons (such as taste, smell, appearance, or performance).
- Certain exclusions apply.
- Refunds must be requested within 90 days from the purchase date and will be applied to the customer’s account as a credit.
- This policy does not apply in the circumstance of a damaged or defective item, which will be refunded or credited for the original purchase price. (Submit a Damaged Form for these.)
- Double money back does not apply to Hot Deals, #2 products, or non-food items.
- To prevent fraud, Alison’s Pantry reserves the right to revoke the guarantee at our discretion.