Retailer and Brands: Claims + Policies

Pod General Policies

RETAILER POLICIES

Retailer Approval Policy

Pod requires all retailers to upload a resale certificate attached to a commercial address. Pod does not ship to residences or online 3rd party resellers. Exceptions to this are offices and corporate campuses.

We are able to ship to the contiguous 48 states. We are unable to cater to HI or AK at this time.

All payments must be made via ACH or bank transfer. We do not accept checks and reserve the right to reject orders if payment is not satisfactory.

Please note Pod reserves the right to approve or reject any application to purchase or sell on our platform, and to refuse service to anyone, for any reason, at any time.

Pod Express Retailer MOV

Pod Express is the consolidated delivery arm of our business. Retailers can order multiple products which are regularly delivered via LTL or FTL on a set delivery day. Pod Express retailers can order both Express and Direct marked products in our catalog. The requirements for Pod Express are as follows:

• Retailers are required to place orders of $300+ MOV per drop of Pod Express delivered brands.
• You must be able to receive during set delivery day(s)
• If the $300 MOV is not maintained, Pod reserves the right to convert your account to Pod Direct. This does not mean that you cannot use our services, but we will not be able to make consolidated deliveries via truck. You will receive notice of this change.

MOV Policy - Pending Express Orders

Pod Express orders that are below our MOV are held in a pending status for 21 days until they reach the MOV. If the orders do not meet MOV at this point they are deleted.

Upon meeting MOV, all pending orders for the store will be processed. The retailer may submit a claim to request a cancellation prior to the order being processed.

Pod is not able to offer credit for product that was ordered by a retailer and received within normal receiving hours and in good, sellable condition with agreed upon shelf life. If there are any issues, please submit a claim here and it will be processed promptly.

Pod Retailer Delivery Claim Policies

All sales are final. Stores are responsible for all items signed for at delivery.

SUBMITTING A CLAIM

In the event of a delivery issue, the following claims are honored only if Pod is notified within 5 business days of delivery.

To submit a claim, complete our Claim Form and select the claim type. Our support team will reach out to you within 5 business days with next steps. Please make sure to include invoice numbers as well as SKUs that have been impacted.

CLAIM POLICIES

All claims are subject to internal review and verification.

BUYER’S REMORSE: All sales are final. Returns or refunds due to purchasing remorse will not be issued or accepted. Please refer to your own internal return policy for consumer remorse.

SHORTAGE: If an item was shorted from your delivery, submit a shortage claim and we will adjust your invoice. We will normally send out the revised invoice within 5 business days of the claim submission.

EXPIRATION: Pod does not refund for items delivered within our guaranteed shelf life expiry minimums, as shown below.

*Select few SKUs have lower thresholds ** Varies by perishable product

If short dated inventory is received at delivery, submit an expiration claim including photographic evidence of the expiration date received and include this in your claim form.

MISPICKS: If the wrong product is received at delivery, submit a mispick claim and hold onto the mispicked item. Mispick claims must be accompanied by the UPC number for the item received. Verified mispick claims are resolved with credits and instructions for the mispicked case.

DAMAGE: Damage claims must be accompanied by photographic evidence of both the damage and the extent of the damage. Verified damage claims are resolved via credits and only to apply to the damaged units/cases clearly conveyed in the provided photographs.

PRODUCT DEFECT: Pod will credit for defects such as missing safety seals, no labels, as well as packaging errors. Photographic evidence is required at claim submission.

MISSING POD DIRECT PACKAGE: Pod Direct packages are shipped directly from the manufacturer and reflect as ‘fulfilled’ within your dashboard once packages arrive.

Occasionally, packages are delayed or go missing. You may check the tracking status of your Pod Direct order on your dashboard. Submit a missing package claim if you are concerned about a pending Pod Direct order. If we determine that your Pod Direct order was lost or missing we will issue a credit memo for this item once the brand confirms it wasn't shipped. If a package is delivered to the wrong address but was addressed properly you would need to submit a claim with the package carrier and not Pod.

ORDER INQUIRIES

If you do not receive an item on an order placed and it was not on the invoice, please submit a new order.

If you are curious on the status of an order, please refer to your dashboard or submit an inquiry via support@podfoods.co

For questions regarding claims please contact: claims@podfoods.co

To submit a claim go to app.podfoods.co/claim

Do Not Ship List

Pod reserves the right to place stores on the Do Not Ship List if:

• The retailer does not reply to requests regarding outstanding balances;
• The retailer's outstanding balance is 60+ days;
• The retailer is found to be abusive of our platform and/or uses the platform for personal rather than commercial use;
• The retailer is found to engage with and request samples from our vendors with no intent to purchase.

VENDOR POLICIES

Vendor Approval Policy

Pod does not work with alcohol, smokeables, or THC.

Pod requires a shelf life minimum of 90 days.

List of Banned Ingredients

The health and wellness of our community and customers are a top priority across everything we do. As a result, Pod will not carry products with the following ingredients that are scientifically proven to cause harm to people:

• Red Dye #3
• Aspartame
• PFAS
• BPA
• BHT
• BHA
• Potassium Bromate
• Propylparaben

This list is subjected to further updates.

Refer to section FAQ + Additional Resources for a detail list.

Certificate of Insurance

For the business address, please use:

Pod Foods Co.

823 Congress Ave, Ste 150

Austin, TX 74701

Per the Vendor Service Agreement: Vendor shall maintain Commercial General Liability Insurance (including Contractual Liability, Products/Completed Operations, and Personal Injury coverages) with minimum limits of liability of $1,000,000 for any one occurrence and $2,000,000 in the aggregate in any one year. If Vendor is using Warehouse services, Vendor expressly acknowledges that Pod shall not insure the Products, and bears sole responsibility for insuring Products. Vendor shall maintain all such insurance with reputable insurers that are licensed to do business in the states in which Vendor conducts business and that have a rating of at least "A" from the AM Best rating service. Vendor shall furnish Pod with a current Certificate of Insurance verifying coverage and listing Pod Foods Co as an Additional Insured on an annual basis as long as Vendor uses the Services. Vendor shall maintain coverage in such amounts for at least one year after the termination of use of the Services.

If Vendor is submitting international insurance policy please ensure country coverage includes the United States.

For Prospective Brands wishing to access Pod Express

Pod Express gives emerging brands access to retailers with consolidated tri-temp order fulfillment, transparent pricing, intelligent data, and fast support. The best path to access Pod Express is by following these steps:

• If transferring distribution Verify if your brand and Pod work with the same retailers. Pod cannot service the retailers if we do not work with them. If we do work with them, and you are approved to be carried, please let us know and we will introduce you to a category manager for next steps.

• If you are not transferring distribution Onboard as a Pod Direct brand for immediate access to our retailer network and placement into our wholesale marketplace. This allows our category managers access to your brand when reviewing category performance and opportunities with Pod Express retail partners. If your brand is accepted by a key account and added to their APL, our Category Management Team will work with you to properly scale and ship inventory to our respective warehouses.

Pod Express Requirements

• Brands must commit to conducting regular promos for the Express account(s) ordering. This helps increase sales velocity, turns, etc. Brands can work with their Express Category Manager on promotional strategy.

• Brands must maintain an average sell-thru of $50/SKU/Week in each activated Express warehouse, or the SKU will be subject to removal from the Express program.

• Brands must inbound product to each activated warehouse via LTL, and we highly recommend for each brand to utilize Pod Freight for their LTL inbounds. Your Category Manager can speak with you about our Pod Freight program, and how it benefits your brand’s bottom line.

Please note Pod is not a formal brokerage and we do not guarantee new placements. If you (the brand) have sent samples directly to the retailer and advise them that Pod is a distributor, we will share sample feedback if/when we receive it.

We will gladly support your efforts to scale via the store list, promotions, and Pod Capital - simplified, fast funding for your growing business.

Pod Express Onboarding Process

If the brand is carried in and/or formally accepted by any of the retailer accounts that are serviced via the Pod Express vertical:

• Lot codes are a mandatory requirement for warehousing on our Pod Express vertical. Please ensure that your units/eaches and casepacks are properly labeled with lot codes per production run.

• Initial fills need to be confirmed prior to initial inbounds to our warehouse(s). Typically, the retail buyer will advise our Account Managers which SKUs, and what quantities, they are interested in ordering for an initial fill. Oftentimes, they will order one or two casepacks of each desired SKU. Occasionally, there are mandatory new product placement promotion requirements to launch into a new retailer, which can be up to 100% off invoice, depending on the retailer.

• When initial fill volumes are confirmed, please submit a request to our Pod Freight Partner so that you can receive a quote for your inbound inventory shipment to our warehouse(s). Pod Freight is strongly recommended, as the rates are highly competitive and, more importantly, your inbounds are reliably tracked. This is integral for fill rate management.

• All of our initial inventory requests will be emailed to you from our Inventory Team. Each inventory request will include projected volumes needed for initial stock, and also enough inventory to stock our warehouse with a minimum 45 day safety stock. You are able to input an inbound inventory MOQ (minimum order quantity), to allow for a 45, 90, or 120 day safety stock per inventory request. It is essential that fill rates of above 95% are maintained on all accounts, which means we must have adequate inventory available at our warehouse. Please connect with brands@podfoods.co to set up an inventory MOQ.

• When the inventory request is made, you must confirm it within 7 days via your Vendor Dashboard. Please make this a habit for future requests, as it maintains flow of shipment and fill rate.

• Once the request is confirmed, our Pod Freight Partner can simply pick up your inventory from your origin location, and deliver your product to our designated warehouse. From there, you can begin selling your product to the retailer, and Pod will begin delivering it!

If you have any questions please do not hesitate to reach out to brands@podfoods.co

Pod Direct Order & Payout Policy

• Pod Direct orders require the Pod Invoice packed in your shipment for payout.

• You must deliver product that has at least 75% of its shelf life remaining

You will not be paid out for your order if:

• The Pod invoice is not included in your parcel.
• You ship your order and do not enter the tracking number as the POD
• You self-deliver and do not upload the signed packing slip as the POD

Pod Direct Order Fulfillment Compliance

Pod Direct orders are marked fulfilled by our team following confirmed POD (Proof of Delivery) approximately 10 business days after delivery if the Vendor uses their own shipping label. If you utilize a Shippo label through our platform the confirmation will occur automatically.

• You must select Confirm on your order notification email or dashboard to initiate the order process. You must confirm Pod Direct orders within 48 hours of the order date

• Orders must be shipped within 5 business days of the order date

• A shipped date must be entered within your dashboard

• If a Pod Direct order is flagged for noncompliance with the above policies, a member of our team will reach out to determine cause. Noncompliance to fulfillment policies directly and negatively impacts the customer experience of Pod Retail Partners

• If there are stock, production, or fulfillment issues, Pod will work with your brand to depublish or mark OOS products until the issues are resolved. At that point the products will be republished

• Two occurrences of noncompliance will result in written warnings

• If there is a third occurrence of noncompliance, Pod reserves the right to deactivate and delist vendors from the Pod Direct catalog

RECALL POLICIES

Be prepared if a recall occurs.

STATEMENT OF PURPOSE

Pod strives to ensure only safe, high-quality products reach consumers. The following recall and withdrawal policies and procedures have been established to ensure prompt, organized, and thorough actions are taken in the event of a food recall.

Centralized, streamlined communication is required from the vendor in all recall situations.

RECALL NOTIFICATION CONTACT

Initial recall notification should be sent to the following:

RECALL & WITHDRAWAL PROCEDURES

• Vendors retain the primary responsibility to initiate a voluntary recall and are considered the recalling firm in this instance.

• Vendors are responsible for classifying the recall class and providing all relevant information about the affected product.

• If the vendor is inaccessible or non-responsive in the event of a mandatory recall called by the FDA, Pod reserves the right to enact recall procedures without vendor approval.

VENDOR COMMUNICATION REQUIREMENTS

Vendors must notify Pod of a product recall(s) immediately. Vendors are to provide notice by emailing claims@podfoods.co.

Vendors whose products are warehoused under Pod are required to provide a written recall notice immediately following their initial email recall notification.

The following information must be provided in the written recall notice:

• Product descriptionSKU(s)Lot code(s)Expiration date(s)
• Date and quantities shipped to warehouse(s)
• Recall classification (Class I, II, or III)
• Does the reason for the recall pose a hazard to the public? Explain in detail. If a health-related hazard is posed, address the following: Number of hospitalizations, if any Number of deaths, if any Number of injuries not requiring hospitalization, if any Pathogen(s) involved Source of contamination
• Media communication efforts
• Regulatory agency communication efforts

Disclaimer: Pod reserves the right to place all product believed to be affected on hold in all applicable regions while awaiting the vendor’s written notice containing further details.

RECALLED INVENTORY AUDITING POLICIES

The vendor must either (1) withdraw the affected product from applicable warehouses, or (2) authorize product disposal.

Once the product is removed from circulation, vendors are responsible for ensuring the recalled product is appropriately subject to testing, corrective actions, or destruction, depending on the nature of the problem.

Disclaimer: Pod does not audit or assess inventory pertaining to potential food safety issues.

DISPOSAL AND WITHDRAWAL FEES & PROCEDURES

Recall Charges

Pod Foods passes through to the Vendor any recall penalties that retailers charge Pod for a Vendor’s product recall as well as any costs incurred to execute the product recall at our DCs and retailers.

• There is a $250 Admin Fee + $1/case charge per recall event per DC.

DEFINITIONS

Correction

• The repair, modification, adjustment, relabeling, destruction, or inspection of a product without its physical removal to some other location.

Stock Recovery

• Supplier’s removal or correction of a product that has not been marketed or left direct control of the supplier.

Market Withdrawal

• Supplier removal or correction of a distributed product that involves a minor violation that is not subject to legal action by the FDA.

DC Withdrawal

• Supplier removal or correction of product held at a distribution center (DC) that involves no violation or a minor violation that is not subject to legal action by the FDA.

Recall

• A recall is a process of removing or correcting products in the marketplace that are in violation of FDA laws and regulations. A recall does not include a market withdrawal or a stock recovery.

• Under a recall, the product presents a threat or potential threat to consumer health or safety, involves adulteration, or is materially misleading in its claims or nature.

Still have questions or feedbacks?