OPENING A NEW ACCOUNT

UNFI strives continuously to ensure that all customer deliveries arrive intact and complete as ordered. In any situation where a shipment may appear to arrive otherwise, please refer to the following program guidelines. Credit requests submitted to UNFI Canada will be reviewed and if approved, processed within two (2) weeks of date of receipt. Credit claims must be made within 24 hours of receipt of goods and are subject to approval by a Sales Manager, or Customer Care Manager. Please contact the UNFI Claims Administrator for any inquiries.

Freight Claims

Upon receipt of goods, please note the following: • It is the retailer’s responsibility to verify shipment is received in full and in good condition prior to signing the waybill. Signing the waybill is your acknowledgement of receiving your order in good condition • Before signing, if you are receiving a sealed pallet by third party carrier verify that the security tape remains intact and is not damaged in any way. If you see any evidence of tampering of the security tape, note this on the waybill as it is an indication that the pallet may have been disassembled after leaving the UNFI warehouse and will allow for a freight claim to be pursued • Note any damaged or missing pieces on your

UNFI Invoice and waybill and have the driver acknowledge your notations with a clear and legible signature • Orders signed in good condition will not be subject to future claim • Please Note: “Subject to Count” is not an acceptable method of receiving orders

A. What is Eligible for credit claims:

• Product that is moldy, dented, ripped, crushed, soiled, broken or damaged which occurred during transit, must be documented at the time of receiving on UNFI Invoice (waybill) and/or called into UNFI Credit department within 24 hours of receipt of goods • Short shipment documented at time of receiving

on UNFI Invoice (waybill) • Mis-picked product that is documented and communicated within 24 hours of receipt of goods • Product Withdrawal or Recall - which is initiated by UNFI or CFIA

B. What is NOT Eligible for credit claims:

• Discontinued product, excess inventory from relines, or past code at store level • Cuts, temperature neglect, discontinued products, damaged in store after being received, infested product, empty packages or UPCs only, improperly rotated products, product pulled prior to expiry date. It is the responsibility of the receiver to reject any such damaged product to the carrier/driver at the time of delivery. • Store dated product also known as expired • Product that was received with valid “UNFI

Canada Guaranteed Delivery Policy dating”, see detailed dating parameters • Short Shipment claims after an order is counted, signed, received in good condition • Loss of brand, 30 days post change in Vendor of Record will not be considered for credit

All claims submitted for credit must be accompanied by:

• Customer Name / Account Code / Contact Name and Phone Number • Date of Claim / Reason for Claim • Sales Rep full name / Key Account Manager • Invoice Numbers / Item Code & Description /

Quantity / Case Price / Taxes • Production or expiry date • Image of UNFI WHITE PICK TICKET and any supporting images to support claim.

Please note: As UNFI Canada does NOT have a guaranteed sale program; any requests for credit on items ordered in error are subject to a restocking fee of 15% on dry goods and 20% on fresh and/or frozen goods. These items must be identified at time of delivery on the invoice provided and submitted within 24 hours. Drivers will not pick up product without a UNFI authorization number. To obtain an account application, please visit www.unfi.ca and click the ‘get started’ tab or type in www.unfi.ca/getstarted Please note that we do not offer home delivery or cash-and-carry service.