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May 19, 2020





Below is an update regarding some immediate steps we are taking as the unprecedented events related to COVID-19 (coronavirus) continue to evolve.


First and foremost, Aloha is open for business as usual. We are receiving a steady supply of shipments and we appreciate your patience with us as we work toward fulfilling orders the best we can, while keeping our employees and customers safe.


We are still closely monitoring safe work practices recommended by the Center for Disease Control (CDC) and World Health Organization (WHO) and communicating these preventative measures to our employees to ensure a safe work environment.  Some of these measures include additional disinfecting touchpoints, hand-washing multiple times a day and wearing gloves as appropriate. 


We are taking the following precautions in our effort to reduce our employee's chances, and therefore your chance, of meeting someone who may have contracted COVID-19.

-         Our sales reps have been working from home but are now slowly venturing back out into the field. Please feel free to reach out to them if you are ready to have a meeting either at your store, over the phone or even ZOOM.

-         All employees are practicing the Social Distancing recommendation of 6 feet.

-         The hold on all non-essential visitors to our office and warehouse is still in place and will be until further notice.

-         Our office is being cleaned thoroughly twice per day, with key locations cleaned more often.

-         We are following the hygiene recommendations and guidance from ALL announcements, health care professionals, the Centers for Disease Control (CDC), the World Health Organization (WHO), and state, local, and Federal COVID-19 informational websites.

-         Our driving team is disinfecting their trucks before they leave for the day, after each delivery is completed and again upon their return to the warehouse.

-         Each delivery truck is equipped with gloves, hand sanitizer and disinfectant wipes to reduce the spread further.



All Aloha employees have been asked to self-quarantine if they have any of the

symptoms per the CDC and/or have met someone who has symptoms or has recently tested positive for COVID-19. We have also implemented health and welfare programs to assist employees who are personally affected by COVID-19.  We are dedicated to supporting our Aloha Ohana to ensure we all remain happy, healthy, and safe!


We are closely monitoring the situation and will notify you if there are any changes to deliveries and/or delivery schedules.


Below is a list of COVID-19 Response FAQ's


  1. Is Aloha Still Accepting Orders and Making Deliveries?

Yes. As an essential business that ensures the health and safety of pets, we will continue to operate with additional safety protocols to protect the health of our teammates and customers.


  1. I Overstocked My Store. Can I Return Products?

No, to further reduce the spread of COVID-19, we are not accepting returns of accurately delivered, saleable products purchased between February 3 - April 10, 2020 (end date subject to change).


  1. Will Aloha Limit Purchase Quantities of High-Demand Products for Purchase?

We will evaluate each order to ensure alignment with reasonable consumption and inventory levels.


  1. Will There Be Any Delivery Delays Due to COVID-19?

Yes, you may experience delivery delays over the next few weeks due to increased order volume. We appreciate your patience during this time.


  1. Will There Be Any Delays in Processing My Order?

Due to increased order volume, entry and processing of orders placed via email, fax or over the phone may be delayed. To expedite order processing, please place your orders through our website:


  1. Will My Sales/Customer Service Rep Still Be Available by Phone and Email?

Yes, we are open and operating as normal. Our employees are committed to providing you the best service. As noted above, our sales team is beginning to get back into the field and can be reached via phone or email. For immediate assistance, please call the office at 1-888-574-3078.


  1. What Safety Precautions are the Drivers Using During Deliveries?

We are committed to providing a safe delivery experience. Until further notice, our delivery drivers will:


-         Place all product in a safe designated delivery drop area (preferably outdoors, weather permitting) determined by customers.

-         Drivers will no longer stock shelves during their store visit or put product away.

-         Maintain 6-feet of distance between all people and avoid physical greetings (handshakes, high-fives, etc.)

-         Avoid handling payments by wearing gloves when verifying and securing amount(s).

-         All drivers will ask stores to use their own pen when signing for deliveries. In the event a store prefers not to sign, the driver will sign for them. All Proof of Delivery processes including driver comments, tote check-off and temperature recordings will remain intact.


  1. How is Aloha Handling Consumer Returns?

Until further notice, please send a photo of the completed Consumer Return Form with UPC attached to: Please retain your copy until credit has been issued and then shred or recycle. This is for ALL Consumer Returns. If you have questions, please email Accounting or  


  1. Can I Still Pick Up a Will Call Order?

Yes, Will Call Orders are still ok to pick up. Our Will Call Hours are Monday-Thursday 9am-4pm and Friday 9am-2pm.


Customers will be required to follow the below process:


-         All WC orders must be placed a minimum of 4 Business Hours in advance of when you want to pick up.

-         Please Call ahead when picking up an order. This will let our team know you are on your way.

-         If call ahead is not possible, please call the office at 1-888-574-3078 upon arriving.

-         Follow directions regarding designated loading/parking areas.

-         Instruct loader where to load product (i.e., trunk, back seat).

-         Do not enter the building and remain in your vehicle during the process.


  1. How Will I learn About Business Changes and/or Updates for Aloha?

We will continue to monitor the situation and send updates via email, so be sure you are subscribed to our mailing list. Please send your email address to: to be added to our mailing list.




Mahalo for your business. We appreciate it very much!