Links
 
 
 
CUSTOMER CARE
 
Toll Free Tel: 1-877-244-0734 opt. 1
Toll Free Fax:1- 866-299-0967
Email: maddies@maddiespet.com
 
Hours 8:00am–5:00pm PST, Monday–Friday
 
 
6655 Dennett Place
Delta, BC V4G 1N4
(604) 946-7977
 
 
Procedures
 

Terms & Conditions

  • Credit approved account terms are: 1%10, Net 30.
  • All accounts must have a GST, PST or HST number and be authorized for Pet Retail or Pet Related businesses.
  • All new accounts must submit a completed credit application.
  • If a new business with no verifiable credit history, all orders are COD and / or prepaid until credit can be established. (Minimum of 5, C.O.D. or pre-paid orders will be required towards establishing credit terms)
  • NSF charge of $30.00 will apply to all returned cheques.
  • Orders will be held on all overdue accounts.
  • Improperly discounted invoices shall be re-billed for the outstanding amount, with payment expected within seven (7) days of the re-billed invoice date.
  • All goods remain the property of MADDIES Natural Pet Products Ltd until fully paid for. An interest charge of 18% per annum will be charged on all overdue accounts.

 


 

Ordering

Procedure
 
  • All orders must meet a minimum of $350.00.
  • Will call orders require 24 Hours’ notice.
  • All local delivery accounts must have their orders into Maddies order desk by 12:00 noon the day before delivery.
  • Late orders will automatically be delivered on the next delivery date.
  • Prices subject to change without notice.
  • All sales are final on Discontinued, special order, and seasonal items.
  • Please use Maddie's 5 (five) digit item number when placing orders.
  • When ordering bales, please put the letter B in front of the number.
  • NO backorders will be processed unless requested from the customer.

Ways to Submit Your Order
 
  • Online Web Store
  • Email  
  • EDI (Electronic Data Interchange)
  • Fax 
  • Phone

Please Note:
Some items may appear more than once under different headings in catalogue,
 
  • Buying Cases versus Singles
  • If catalogue states 10/2.27kg - the product is sold ONLY in a case of 10.
  • If catalogue states 2.27kg product is available in singles or cases of 10.


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Shipping


British Columbia           Alberta           Saskatchewan & Manitoba           Ontario
 
 
(All orders must meet minimum of $350.00 to be processed)

Greater Vancouver Area Accounts (East to Chilliwack – North to Pemberton
  • Delivery Accounts receive pre-paid freight on orders of $700.00 Plus. ¹ 
    (Orders below minimum will be charged a $45.00 delivery fee)
  • 3PL Ship accounts $1000 Minimum Order for pre-paid freight. ¹ 
    (Orders below minimum will receive a freight credit of 5% of invoice value and the balance will be charged)

Vancouver Island \ Sunshine Coast Area Accounts - Main Centers
  • Delivery Accounts receive pre-paid freight on orders of $1000.00 Plus.
    (Orders below minimum will be charged a $45.00 delivery fee)
  • 3PL Ship accounts $1200 Minimum Order for pre-paid freight. ¹ 
    (Orders below minimum will receive a freight credit of 5% of invoice value and the balance will be charged)

Vancouver Island \ Sunshine Coast Area Accounts - Outside Main Centers
  • 3PL Ship accounts orders will receive a freight credit of 5% of invoice value and the freight balance will be charged.

Interior Okanagan/ Northern & East BC Accounts - Main Centers
  • $1300 Minimum Order for pre-paid freight. ¹ 
    (Orders below minimum will receive a freight credit of 5% of invoice value and the balance will be charged)

Interior Okanagan/ Northern & East BC Accounts - Outside Main Cities
  • 3PL Ship accounts orders will receive a freight credit of 5% of invoice value and the freight balance will be charged.

Note:
  • ¹ Frozen Food if separate shipping from dry goods orders is required the freight cost will be charged, less a 5% Freight Credit of the order value.


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(All orders must meet minimum of $350.00 to be processed)

Metro Edmonton - Red Deer - Metro Calgary Orders
  • Ship accounts receive pre-paid freight on orders of $1400 Plus. ¹ 
    (Orders below minimum will receive a freight credit of 5% of invoice value and the balance will be charged)

Northern & Southern Alberta Area Accounts - Main Centers
  • Ship accounts receive pre-paid freight on orders of $1500 Plus. ¹ 
    (Orders below minimum will receive a freight credit of 5% of invoice value and the balance will be charged)

Northern & Southern Alberta Area Accounts – Outside Main Centers
  • Ship accounts orders will receive a freight credit of 5% of invoice value and the freight balance will be charged.

Note:
  • ¹ Frozen Foods if separate shipping from dry goods orders is required the freight cost will be charged, less a 5% Freight Credit of the order value.


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(All orders must meet minimum of $350.00 to be processed)

Ship Accounts - Main Centers
  • Receive pre-paid freight on orders of $1500 Plus. ¹ 
    (Orders below minimum will receive a freight credit of 5% of invoice value and the balance will be charged)

Ship Accounts – Outside Main Centers
  • Will receive a freight credit of 5% of invoice value and the freight balance will be charged.

Note:
  • ¹ Frozen Foods if separate shipping from dry goods orders is required the freight cost will be charged, less a 5% Freight Credit of the order value. 


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(All orders must meet minimum of $500.00)

Main Centers
  • $1300 Minimum Order for pre-paid freight.*
    (Orders below minimum will receive a freight credit of 8% of invoice value and the balance will be charged*)
  • 3PL Ship accounts orders Outside Main Cities will receive a freight credit of 8% of invoice value and the freight balance will be charged.*

Note:
  • Not all products on our website or in the catalog are included in the Eastern Shipping Program They may incur additional charges.


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Return & Claims Policy

We stand behind every product we sell, and as such, we ask our customers to help us follow our Returns and Claims policy as outlined below, this helps to ensure full credit in a timely manner. 

Consumer Return Claim
 
  • Maddies Natural Pet Products and its Vendors partners provide a 100% consumer satisfaction guarantee for all the products we sell.
  • We will credit for consumer returns accompanied with a “Consumer Return Form” completed with the following information; date, name, address, telephone number, reason for the return and purchase location attached to the item being returned. The consumer provided return information helps both the Manufacture and Maddies understand why the product failed.

Order Discrepancy & Damage Claims
 
  • Order discrepancy claims must be made within 3 business days of receipt of goods to Maddies Natural Pet Products Customer Care Team.
  • 3 party Carrier deliveries; All visible damage claims must be made to the cartage company and the driver must sign the waybill; no credit can be given unless this procedure is followed.
  • All damages incurred after approved receipt of the goods is the sole responsibility of the retailer.
  • Maddies Natural Pet Products will not be responsible for any claims for damaged goods and /or discrepancies reported after 3 business days after delivery of goods.

Return to Stock Claim
 
  • Returns for reasons other than consumer returns and freight damage require a prior authorization number from Maddies Natural Pet Products. The following information is needed to obtain this authorization number;
    • Purchase Invoice number, date of purchase
    • Number of items and description w/ item number plus reason for return
    • The condition of the product (items must be in re-saleable condition with price stickers removed No shop worn re-stocks will be accepted).
    • Raw frozen foods will not be accepted for re-stocking after 10 days from the date of retailer purchase.
    • Returned Items are subject to a 20% re-stocking charge FOB retailer.
    • A return authorization number is not a guarantee of credit.
“Maddies Natural Pet Products reserves the right to refuse any item for re-stocking that has been tampered with and deemed unsafe for resale.”
 

Outdated Product Claim
 
Food Manufactures have different outdated product credit policies; please check with your Maddies Natural Pet Products and/ or Manufacture Sales Representative as to the product in question manufactures credit policy on outdated items.

“Best before” dates - Maddies Natural Pet Products strives to stock and ship food products with maximum  freshness and shelf-life and employs a 3 month to expiry date stop ship program.
 

How to Make a Credit Claim?
 
To make any of the above credit claims simply complete a Maddies Natural Pet Products Retailer Credit Request Form.
If you have not seen your credit processed within 10 business days, please feel free to contact us.
 
Note: Absolutely NO deductions from payment are allowed before credit notes are issued.


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Payment


Ways to make a Payment on your account
 
  • Online Banking Bill Payment - Pay your Maddies invoice the same way you pay your phone or hydro bill, that easy. Sign into your financial institution's online banking service.
    Under “Add a payee,” search for the option Maddies Natural Pet Products
    (To avoid a misapplied payment, carefully enter your account 7 digit number found on top part of your invoice).
    Please advise us via email with the payment details to accounting asiu@maddiespet.com  (Helps us post payment correctly to your account)
  • e-Transfer  - Contact our accounts receivable team to setup 604-636-2186, Toll-Free 1-877-244-0734 x 3449  email ar@maddiespet.com 
  • Cheque - Ensure full name of the payee is Maddies Natural Pet Products Ltd.
  • Credit Card - We accept    ( NOTE: 1%  EARLY PAY WILL NOT APPLY)   Authorization Form Required 

Mail Cheque payments c/o
Maddies Natural Pet Products Ltd.
6655 Dennett Place
Delta, BC V4G 1N4


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