Whole Foods Market
Whole Body
Supplier Guidelines
®
™
Quality Standards • Product Maintenance • Order Fulfillment
Receiving Procedures • Invoicing & Payment • Recalls • Vendor Expectations •
Whole Body Program Information
WHOLE BODY SUPPLIER GUIDELINES
VERSION 2
Whole Body
Supplier Guidelines
These guidelines are an introduction to Whole Body supplier standards; they are not intended to be
inclusive of all Whole Body requirements and processes. Individual Whole Body regions may provide
additional regional supplier information, and may introduce further requirements pertaining to each
supplier’s specific commodity and distribution model.
Table of Contents
1. Quality Standards
Supplements
Body Care
Premium Body Care
Gluten Free
Access To Standards
Changes To Standards
Unreviewed Ingredients
Other Requirements
Organic Products
2. Product Maintenance
Product Updates & Required Maintenance
Cost File Submission
Cost Changes
Ingredient Changes
Canada/UK
UPC Codes
Liability Insurance
Sample Form
Packaging Standards
In-Store Demonstration Guidelines
3. Order Fulfillment
Introduction to Guidelines
Carton Requirements
Carton Markings
4. Receiving Procedures
Dock Safety and Admittance
Inspection
Non-perishable Items
5. Invoicing & Payment
Invoicing Requirements
Electronic Invoices
6. Recalls
Product Recall and Crisis Notification Procedures
7. Vendor Expectations
Store Visits
Team Member Samples
New Products
Promotions
Resets, Renovations and New Stores
Education
Credit Policy
8. Whole Body Program Information
Information on Whole Body programs, forms and standards
I. Quality Standards
Whole Foods Market's Quality Standards team maintains an extensive list of unacceptable ingredients.
However, creating a product with no unacceptable ingredients does not guarantee that Whole Foods Market will
sell it. Our buyers are passionate about seeking out the freshest, most healthful, minimally processed products
available.
Our stores carry hundreds of brands of products (in addition to our own Private Label brands) and the selection
from store to store may vary. In order to fulfill our mission to only sell the highest quality natural and organic
products, we have established a strict set of ingredient-based standards for products sold in our stores. This
document is intended to help our suppliers evaluate their products with regard to our standards. We consider it
our suppliers’ responsibility to carefully verify that their products meet our standards for acceptable and
unacceptable ingredients.
Supplements
•
We carefully evaluate each and every product we sell.
•
We feature products that are free of artificial colors, flavors, sweeteners and hydrogenated oils.
•
We are committed to offering research-driven dietary supplements that have a proven track record.
•
We provide nutritional products that support the health and well-being of our customers and the
environment.
•
We are committed to ensuring that the products we sell are labeled legally based upon DSHEA (Dietary
Supplement Health & Education Act of 1994), FTC Truth in Labeling laws, and all associated FDA
regulations.
•
All products meet current FDA regulations, including labeling regulations and CGMPs.
•
We will pay particular attention to health claims and organic claims, for which additional documentation
will be requested.
•
Products will not be accepted if products are out of compliance.
•
Unfortunately, we are unable to give legal and labeling guidance.
•
If your products are out of compliance, it is your responsibility to work with experienced legal counsel or
a labeling consultant proficient with FDA regulations.
Body Care
We sell the highest quality personal care products available at the most competitive prices possible. We
evaluate quality in terms of ingredients, pleasurable experience, and efficacy. Our search for quality is a neverending process involving the careful judgment of buyers throughout the company. All body care products are
required to have INCI nomenclature.
•
We carefully evaluate each and every product we sell.
•
We are passionate about aromatic, luxurious, effective personal care products and the pleasure of
sharing them with others.
•
We encourage our vendor partners to use plant-based and naturally-derived ingredients, pure essential
oil fragrances, gentle preservatives and non-petroleum ingredients.
•
We are committed to high-quality body care products that have a proven track record.
•
We only sell personal care products that have not been tested on animals.
•
We provide personal care products that support health and well-being.
Premium Body Care
All personal care products must meet our current Body Care QS list. With the growing interest in natural
personal care, we decided to set the bar higher. The Result: Premium Body Care, a top tier standard that
recognizes the highest quality personal care products we sell
We worked more than 3 years with the most recent scientific data and research to examine each and every
body care ingredient on our shelves in four areas:
•
•
•
•
Results
Source
Environmental Impact
Safety
Gluten Free
As of June 2011, all Gluten Free claims made via shelf talkers, signage, placement in Gluten Free aisles,
representation (verbally or through printed materials) in WFM-staffed in-store demos, and other in-store
marketing materials will be limited to products that have been reviewed and approved by the Global Quality
Standards Team. This process ensures that products that we represent as gluten free are consistent with our
and our customers’ expectations.
All products making “gluten free” claims should be substantiated through WFM documentation process. The
process allows suppliers to demonstrate manufacturing practices that ensure the gluten level in the product is
below 20ppm, consistent with the FDA’s Proposed Rule on gluten free labeling. In order to have a product
added to the list, suppliers must complete the Gluten-free application packet in order to substantiate that each
product is either certified to a third party gluten free standard and/or subject to a quality assurance program,
information is located on www.wholefoodsmarket.com
Access to Standards
Our ingredient standards are shared confidentially with our suppliers on our vendor portal, online at
http://www.wholefoodsmarket.com/vendor - the login is “vendor” and the password is “wholefoods”.
Changes to Standards
Our ingredient standards may change, and we will post a change log, which documents all changes to our
ingredient standards, on the vendor portal. It is each vendor’s responsibility to check that list at least quarterly
and ensure their products’ ongoing compliance with our standards.
Unreviewed Ingredients and Additives
You may find that an ingredient in your product is not listed, which indicates that it has not been reviewed by our
Quality Standards team. Unreviewed ingredients and Additives are not acceptable in our products. To initiate
the review of an unreviewed ingredient and additives, you should work with your WFM buyer.
Other Requirements
We also require that your product clearly list all ingredients on the label, and that your labels comply with all
applicable Federal, state and local regulations. Allergens must be disclosed on labels in accordance with
FALCPA. For more information, go to: http://www.cfsan.fda.gov/~dms/alrgact.html
Organic Products
Whole Foods Market’s policy on the use of the word “organic” on personal care products
We believe that the “organic” claim used on personal care products should have very similar meaning to the
“organic” claim used on food products, which is currently regulated by the USDA’s National Organic Program.
Our shoppers do not expect the definition of “organic” to change substantially between the food and the nonfood aisles of our stores. Accordingly, the following requirements apply to all personal care products which use
the word “organic” in any way on the product label.
Scope: This policy applies to all cosmetic and personal care products sold at Whole Foods Market.
Timeline: We expect all products sold in our stores to be in full compliance by June 1, 2011. We expect each of
our suppliers who are making an “organic” claim to submit their plans for compliance to us by August 1, 2010.
Please Note: Products for which “organic” is included as part of the brand name must be certified to the USDA
NOP or NSF 305 standards. Requirements
•
Products making an “Organic” product claim
Examples: “Organic Jojoba Shampoo,” “Organic Sea Mineral Body Wash”
Certification requirement: Must be certified to the USDA’s National Organic Program standard for organic (>95%)
products.
Documentation required: Suppliers must present an organic certificate, issued by a USDA-accredited certifier and
showing certification to the NOP standard. The certificate must name the specific products being evaluated.
•
Products making a “Made with Organic ________” claim
Examples: “Made with organic oils,” “Made with organic essential oils and botanical ingredients.”
Certification requirement: Must be certified to the USDA’s National Organic Program standard for Made With
Organic (>70%) products.
Documentation required: Suppliers must present an organic certificate, issued by a USDA-accredited certifier and
showing certification to the NOP standard. The certificate must name the specific products being evaluated.
•
Products making a “Contains Organic _______” claim
Examples: “Contains organic oils,” “Contains organic aloe and rosemary.”
Certification requirement: Must be certified to the NSF/ANSI 305 Organic Personal Care Standard.
Documentation required: Suppliers must present certification documentation demonstrating current compliance with
the NSF/ANSI 305 standard.
•
Products listing an organic ingredient in the “Ingredients:” listing
Example: “Ingredients: WATER, ALOE BARBADENSIS LEAF JUICE (ORGANIC ALOE VERA)……,”
Certification requirement: Organic ingredient must be certified to the USDA NOP standard.
Documentation required: Suppliers must present an organic certificate, issued by a USDA-accredited certifier and
showing certification to the NOP standard. The certificate(s) must name the specific ingredient(s) being evaluated.
For More Information
Because of the large number of vendors supplying our company, our Quality Standards team is unable to
accept unsolicited inquiries from vendors. Instead, we ask that you work with your WFM buyer to answer any
questions you may have.
2. Product Maintenance
Product Updates and Required Maintenance Actions
Once the fulfillment cycle begins any adjustment to an approved product requires direct and advance
communication with the relevant WFM Category Manager/Coordinator/Buyer. In addition, all WFM Supplier
Partners are required to validate their insurance status, as well as any certifications under which they operate,
such as “certified organic”, on an annual basis. Observe the following disclosure guidelines to ensure
uninterrupted fulfillment and payment cycles for all products entering WFM.
Cost Submission for all Products
Whole Foods Market requires vendors to provide and maintain complete and accurate records of item costs.
Item cost is defined as the cost that WFM will be invoiced after the effective date provided by the vendor. We
require that all cost updates be submitted electronically using WFM’s Vendor Internet Portal (VIP).
The Vendor Internet Portal (VIP) is WFM’s National Database that houses cost information for all vendors who
sell directly to Whole Foods Market. This is the WFM system for updating costs in the regional ordering and
receiving systems. Cost information is submitted to VIP via an Excel spreadsheet or by manual entry into VIP.
The VIP cost file contains the information we require about your products in a spreadsheet format.
WFM requires appropriate lead time notice for cost changes. Whole Body vendors have a lead time requirement
of 60 days to our VIP team with 90 days written (e-mail) notice to all National & Regional Whole Body teams. All
cost increases must be submitted with the appropriate lead time so that our teams can ensure accurate pricing
on your products in our Stores.
Submitting and maintaining cost files in the VIP is a monthly requirement since this information is used for
setting retails, for the stores to write purchase orders, and to facilitate paying the correct cost. The cost on your
invoice must match the cost you have submitted via VIP.
Cost Changes
Whole Foods Market requires 90 days lead time to evaluate and set accurate retails and ensure that all
purchase orders are written with the correct cost.
To view your required lead time, on the VIP home page, click on My Account and then My Vendor Overview.
Here is why this is so important:
•
It is WFM’s goal to pay our Vendors the right cost, based on advance notice and review.
•
Product teams base retail prices on vendor provided a cost, so ensuring this information is well-communicated is
imperative.
•
Purchase orders from our stores are written using your cost file information and every discrepancy must be
researched and corrected, causing avoidable work for both WFM and you. You must invoice WFM the cost
reflected in your cost files. This includes promotions or discounts which need to be submitted via a promo file.
•
Any change to cost must be submitted with appropriate advance notice. If you have questions about your specific
lead time please contact me.
•
The VIP cost file must contain the invoice cost to WFM. The effective dates in the cost file should correspond to
date of the invoice, i.e. you should not invoice WFM an updated cost until the effective date in the cost file for this
change.
•
Since item cost is ultimately financial information, to be compliant with the Sarbanes-Oxley Act, we are required to
have controls around your timely submission and review of cost.
Please note that you can upload cost file changes at anytime to VIP, but your team must communicate these
changes to our Purchasing Teams directly & we must have the required lead time (90 days) before the new cost
can be submitted on your invoice. Please contact me with any additional questions.
Ingredient Changes or Adjustments
Forward any change of ingredient in a Supplier Partner’s previously approved product or raw material to the
appropriate WFM Category Buyer 60-days in advance of the change.
Email the Category Buyer with the product’s new ingredient. Be sure to include the entire ingredient list with the
change listed, the date it will appear in the product, and a contact phone number/email in the event that WFM
requires additional information.
Canada/UK
If your products are available for sale in Canada or the UK, please work with the Regional Buyers in USA that
support those territories .
UPC Codes
All products are required to have a upc code associated with each product. For information and acquiring upc
numbers please contact
UCC Customer Service
Uniform Code Council, INC.
7877 Washington Village Drive, Suite 300
Dayton, OH 45459
(937) 435-3870
(937) 435-7317
info@uc-council.org
Liability Insurance
We require all WFM Supplier Partners to carry insurance. The type of coverage and amount depends on a
product's risk level. Please check with your WFM contact to get specific insurance requirements. Whole Foods
Market, Inc. and its subsidiaries must be named as an additional insured by endorsement to your insurance
policy. We will request a copy of the endorsement along with your certificate of insurance. You will be expected
to provide a copy of your policy renewal on an annual basis. Sample below:
LOCAL INSURANCE REQUIREMENTS
Whole Foods Market profiles local product as: low risk, standard risk, high risk or specialty. The product profile
is set by the buyer and is based on multiple factors. The required insurance for the different product profiles is
as follows
Additional Requirements:
1. Whole Foods Market, Inc. and its subsidiaries shall be named as an additional insured on the
Commercial General Liability Policy and Umbrella/Excess Liability Policy
2. The supplier shall deliver a copy of the endorsement confirming that we are named as an additional
insured under the supplier’s insurance policy.
3. Certificate of Insurance shall disclose any self-insured retention.
4. Certificate of Insurance shall provide that Whole Foods Market shall be notified at least 30 days in
advance of cancellation or material change in coverage.
DEMO CONTRACTORS AND SINGLE STORE SERVICE PROVIDERS
Type of Insurance Coverage
Commercial General Liability Insurance, including coverage for
bodily injury (including wrongful death), broad form property
damage for all premises and operations, independent contractors and
broad form contractual liability
Limits of Liability
$1,000,000 per occurrence and
$2,000,000 general aggregate
$2,000,000 product/completed operations aggregate
Workers’ Compensation
Statutory Limits (if state has no statutory limits, $1,000,000)
Low Risk
Product types
(this list is not
exhaustive but only
meant to provide a
representative
sampling of product
types)
Medium Risk
Fresh produce
packaged to industry
standard –
unprocessed (not
wild harvest)
Baby clothes
High Risk
Fresh Prepared Foods
Baby “Slings”
Children’s pajamas – with flame
retardant
Food prepared and packaged
in a home or rented kitchen
Locally made candles
Hair products –
combs etc
All fresh berries, Wild harvested and
farm raised
Fresh Dairy products
requiring continuous
refrigeration and monitoring
Nutraceutical products
Baby food and food for small
children
Fresh produce processed sprouts, bag salads, cut fruit,
meal solutions, cut/diced
vegetables, & fresh juices
Wild harvest mushrooms
Melons, white mushrooms, spinach
Locally made
clothing items
Produce packaged
Specialty
Seafood – smoked
Product not delivered in a
refrigerated vehicle
Packaged unprocessed, dried
products
Seafood burgers
Shelf stable processed products
Additional Insurance Requirements for Regional and Local
1. The insurance coverage shall be from an insurance company classified by A M Best as a Class IV or larger
with a Financial Strength Rating of at least A, A-.
2. Whole Foods Market, Inc. and its subsidiaries shall be named as an additional insured on the Commercial
General Liability Policy and Umbrella/Excess Liability Policy (See Exhibit A for an example)
3. Certificate of Insurance shall disclose any self-insured retention.
4. Certificate of Insurance shall provide that Whole Foods Market, Inc. shall be given at least 30 days advanced
notice of cancellation or material change in coverage.
INSURANCE EXCEPTION PROCESS (See Exhibit B)
An RVP may grant an exception to suppliers/service providers who do not meet the minimum requirements for
insurance coverage by executing the insurance exception document.
Packaging Standards
As part of our continued commitment to the environment we have chosen to eliminate those items from our
stores that are not compostable nor recyclable whenever possible.
Whole Body Glass Packaging Standards
Standard: Glass (Amber, Green, Clear, Other) is acceptable for use as a packaging material.
Generally, glass will be given preference to plastic due to its recyclability.
Rationale & details:
•
Easy to recycle.
•
Used glass packaging materials, usually bottles, can be turned back into bottles almost
infinitely without quality issues.
•
Accepted in all curbside recycling programs
•
Little or no consumer confusion about glass recycling
Preferred Materials:
•
Highest recycled content without compromising required strength and quality
Transition away from Materials:
•
Where possible, reduce or minimize usage of hazardous chemical additives used to
make glass melt more easily or increase strength
Whole Body Wood/Paper Fiber Packaging Standards
Preferred Materials:
•
Highest recycled content without compromising required strength and quality
•
Virgin-wood fibers certified by an independent, third-party sustainable forestry organization.
•
Corrugated constructed with wax replacement materials
•
When these materials are used in packaging they should be composed of high recycled
content.
•
Inks: Non-GMO crop source (e.g. linseed (flax) ) is preferred
Additionally, a partnership with the Forest Stewardship Council is recommended for any paperboard
source.
Transition away from Materials:
•
Reduce usage of hazardous chlorine compounds
•
Wax Impregnated Medium, Curtain Coated Corrugated, Cascade Boxes
Obsolete Materials:
•
(no new packaging allowed that contain any % of these materials; these materials must be
eliminated from your packaging by September 1, 2010)
•
No GMO crop source for bio-based (green cell) anything
•
Ancient or protected forested materials.
•
Chemicals / Heavy Metals / Toxins or Pesticides (but not limited to) that are known to have
negative impact to life or the environment
Whole Body Plastic Packaging Standards
Preferred Materials:
•
Highest recycled content without compromising required strength and quality
•
Bisphenol A (BPA) free
•
High-Density Polyethylene (HDPE) #2 rigid & film
•
Recycled (rHDPE) #2
•
Low-Density Polyethylene (LDPE) #4 film
•
Recycled (rLDPE) #4 film
•
Polyethylene Teraphthalate (PET) #1 rigid
•
Recycled (rPET) #1
•
Polypropylene (PP) #5 rigid
•
Recycled (rPP) #5
Obsolete Materials:
•
(no new packaging allowed that contain any % of these materials; these materials must be
eliminated from your packaging by September 1, 2010)
•
Polyvinyl Chloride (PVC) #3 film and rigid
•
Polyurethanes (PU)
•
Polystyrene (PS) #6 film and rigid
•
Acrylonitrile Butadiene Styrene (ABS)
•
Polycarbonates (PC) #7 film and rigid
•
Acrylic
•
Ethylene Vinyl Acetate (EVA)
•
BPA (Bisphenol A)
BioBased Materials
•
Biobased materials are defined as organic materials in which the carbon comes from
•
contemporary (non-fossil) biological source. Such as non-tree fiber or green-cell-based
plastics.
•
For Bio-based Materials Guidelines, see:
http://www.sustainablebiomaterials.org/docs/SBCGuidelines%20070625-2.pdf
Preferred Materials:
•
At the end of the product’s life, the product/package must be:
•
certified and labeled compostable by an acceptable certification organization or
•
program:
•
Biodegradable Products Institute (North America)
•
AIB Vincotte Inter (Belgium);
•
Japan Bioplastics Association (Japan)
•
DIN CERTCO (European Union)
• Other third-party certification program that meets ASTM D6400 criteria or equivalent*
*Note: Product must meet all aspects of D6400
Obsolete Materials:
•
(no new packaging allowed that contain any % of these materials; these materials must be
eliminated from your packaging by September 1, 2010)
•
- No GMO crop source for bio-based (green cell) anything will be acceptable to Whole
Foods Market as a source of 'green packaging'.
*All packaging subject to federal/state regulations and/or guidelines.
In-Store Demonstration Guidelines
Whenever possible, Supplier Partners are encouraged to demonstrate their products in Whole Foods Market
stores. In-store appearances can be coordinated with WFM Category Buyer, store marketing representative or
equivalent. Refer to store location information available at http://www.wholefoodsmarket.com/stores/index.php
and contact the Marketing Specialist at the store in which the demonstration is planned. Each store’s Marketing
or Demonstration Specialist or Whole Body Team Leader (please verify contact with Regional Buyer) will walk
Supplier Partners through the process and be able to answer any questions pertaining to supplies and
requirements. Be certain to note the following guidelines and ask the in-store marketing contact for more details
when necessary:
Insurance Requirements
Supplier Partners planning an in-store appearance with products are required to carry additional liability
insurance. Contact the store Marketing Specialist or Demo Coordinator at the location in which you are planning
your demonstration for more details.
3. Order Fulfillment
Introduction to Guidelines
WFM (WFM) uses a proprietary software application to create individual purchase orders (PO) for product at
each of its locations. A Store Team Member generates a PO in advance of product arrival and forwards it to the
item’s supplier. Shipments risk rejection if they do not have a documented order in place at the time of arrival.
To prevent rejection, be certain to follow the guidelines below and reach out to your store contact with any
questions or concerns prior to shipping products.
What to look for:
• Is the designated Supplier information correct?
• Is the ship to address correct?
• Note the PO Number at the upper right hand corner of the document: that should be referenced on all
vendor paperwork associated with this shipment.
• Note the item level costs; do they match the cost file you have provided WFM?
Out-of-Stocks
• WFM asks that you list out-of-stocks on your invoice; include them at the line item level with a “0” indicating
they were not filled.
Back Order Policy
• WFM does not accept back orders; Buyers will place a new order for the out-of-stock product at a later time.
Cost Discrepancies
• Please revisit your VIP cost file for any PO costs received that appear inaccurate. If costs are submitted to
the Region in a format other than the VIP, contact your Regional Buyer and submit a new cost file for
review.
Transmitting the PO to Suppliers
• Suppliers may choose to receive a PO via fax, email, electronic transmission or phone; work with your
Regional and/or store Buyer to identify the method you prefer.
• Free-fill and free testers should be supported by a Purchase Order. Samples are to be clearly labeled and
do not require a Purchase Order or invoice.
Adjusting Purchase Orders
• Refrain from including un-ordered additions in any shipment to a WFM location without prior Buyer
approval.
• Refrain from adding or subtracting quantities other than those specified on a WFM PO without prior Buyer
approval.
Carton Requirements
WFM requires that all Supplier Partners use rigid, corrugated cardboard boxes when shipping product via UPS,
FedEx or other third party carriers. In addition, note the following guidelines:
• Weight Limitation
Observe a 50 LB MAXIMUM weight on all cartons.
• Dimensions
Unless required by product, refer to standard UPS shipping carton guidelines for all cartons and refrain from
shipping products in boxes that would fall under dimensional weight classifications. UPS standard
guidelines are available on their website at www.ups.com.
• Sealing Cartons
Use heavyweight-packing tape to seal boxes and avoid straps or staples. When sealing boxes, use a
standard “H” format on the bottom and top of boxes being certain to cover all adjoining seams with tape.
• Packing Materials
Non-biodegradable packing materials are prohibited for all Grocery and Whole Body deliveries. WFM also
advocates the use of biodegradable materials such as corn-based shock absorbent fills. If these options are
unavailable, choose recyclable shipping materials and explore other environmentally compatible options for
future shipments.
Carton Markings
All cartons destined for WFM must have a highly visible and legible label. Note the following information and
placement requirements:
• Address Label Contents
WFM Purchase Order Number
WFM Store Name, WFM Store Number
WFM Address
WFM In-store Department (Grocery, Bulk, Coffee, Floral, etc.)
____ of ____ (number of boxes in shipment, as in “1 of 3”)
“Perishable” (if appropriate) or “Samples/Promotional/Display” (if appropriate) would further define to
include whether it is refrigerated or frozen product
• Date of Shipping/Harvest
Country of Origin
• Lot and/or date codes
In the upper left-hand corner of the label or on a second label placed accordingly, include the following:
• Supplier Partner Name
• Supplier Partner Address
A directory of WFM store names and addresses can be found at:
http://www.wholefoodsmarket.com/stores/index.php
Purchase Order
A shipment is defined as “the number of boxes associated with one (1) purchase order number.” If
multiple boxes with different purchase orders are being shipped together, be certain to label boxes
according to the PO with which they are associated.
4. Receiving Procedures
Each store and/or Distribution Center has posted receiving hours at its Receiving dock and entrance. Make note
of these hours when planning deliveries, and look for special instructions for first time deliveries to specific
locations. Deliver only to the designated receiving dock(s). No deliveries will be accepted outside of posted
receiving hours.
• If unusual circumstances prohibit delivery within specified hours, be certain to contact the designated Team
Member at the respective location.
While WFM will make every effort to accommodate unusual circumstances, be prepared to return the following
day during normal receiving hours to make your delivery.
Dock Safety and Admittance
Make use of instructions for each store regarding the approach, traffic patterns or noise restrictions associated
with different locations (these are highlighted in the directory of regional stores found at the end of this section).
Enter each location through the designated Receiving Entrance. Activate the doorbell in the event the receiving
door is locked.
• Turn off engine while you are waiting for dock availability and after you have securely positioned your
vehicle for the inspection and unloading process.
• Use wheel chocks.
• Bathroom use at WFM is permitted: ask the Receiver if you must re-park your vehicle prior to using the
facilities.
• If you intend to make purchases while delivering to a WFM store, complete your delivery, re-park your
vehicle, and enter the store through the customer entrance. Remember to retain the receipt for your
purchases.
• Use of grade A pallets is strongly encouraged but clean, structurally sound pallets must be used.
• Suppliers entering WFM receiving area are to first check-in with store Receiving team.
• Suppliers entering areas of the store other than the Receiving dock are required to first obtain a visitors
badge.
Inspection
Be certain that trucks are clean and free of insect and pest infestation or malodorous scents. WFM Receivers
will inspect each truck and make note of its condition. Temperature standards for cargo space apply to all
perishable deliveries: And secured at the time of delivery to avoid tampering during shipment.
WFM Supplier Partners should have a surrounding air temperature thermometer available in delivery vehicles.
Insufficient ambient air temperature readings in delivery vehicles will necessitate multiple individual product
temperature evaluations and lengthen delivery time.
Non-Perishable Items
• Palletized Loads
Construct pallet beginning with heaviest cartons and work up to lighter weight pieces.
Distribute weight evenly; do not exceed 78-INCHES IN HEIGHT.
Be sure to protect glass and fragile items with outer cartons and arrange them within the pallet for
protection against shifting and collisions.
Shrink-wrap all pallets being certain to include baseboards of pallet in wrapping to prevent load shifting.
Each pallet should be marked with the WFM STORE NAME and STORE NUMBER.
• Non-Palletized Loads
Non-perishable, un-palletized loads should be shipped in shrink-wrapped case-packs, sealed cartons, or
containers.
Opened, damaged, or compromised cartons and containers risk rejection.
• Seasonally Sensitive Items
Items that are subject to temperature limitations on a seasonal basis require special handling during periods
of high heat or extreme cold. If not delivering by climate controlled vehicle, Supplier Partners should plan to
ship these items in temperature controlled containers when weather conditions merit such precautions.
If there is a possibility that temperature would in any way compromise your product’s safe and saleable arrival at
WFM, special packing considerations should be implemented to protect the product’s integrity.
5. Invoicing & Payment
WFM strives to extend timely and accurate payment to our valued supplier community in compliance with
negotiated payment terms.
Invoicing Requirements
WFM requires that an invoice accompany all product shipments or services provided. Goods shipped without an
accompanying invoice risk rejection. Suppliers are asked to please refrain from forwarding invoices via fax or email unless specifically requested by WFM.
• Invoice Placement
Attach invoices to the outside of the lead carton in each shipment. The “lead” carton is defined as “carton 1”
in each shipment. Shipments forwarded without an invoice attached as described above risk rejection.
Invoice Information: In order to ensure timely and accurate payment, please note the following information that
must appear on invoices and packing slips:
• PO Number
• Supplier Partner Address
• Supplier Partner Contact Number
• Remittance Address (if different from above)
• Country of Origin (with 'Farm Raised' or 'Wild Caught' designator for Seafood)"
• Invoice Number
• Lot Numbers
• Federal, State, or Provincial Inspection Number (Meat & Poultry)
• Date of Shipment
• WFM Recipient Store Name and Number
• WFM Team
• WFM Recipient Store Address
• Total Number of Cartons in Shipment
• Total Piece Count of Shipment
• Line Item Listing with Weights, Unit Cost and Extended Unit Cost
Other Invoice Standards:
• The cost of all refused and damages merchandise will be deducted from suppliers invoice where
appropriate; credit invoices will be sought as needed.
• All charges and credits must be invoiced separately, with unique invoice numbers on each individual
invoice or credit memo. Charges and credits should not appear on the same invoice.
• Free product cannot be used to provide credit for returned goods, or in lieu of freight charges.
• Each WFM Purchase Order should be supported by a separate supplier invoice. Multiple Purchase
Orders should not be combined on a single invoice.
• Suppliers should not invoice prior to delivery and should only invoice for products shipped or services
provided.
• Credit memos require a Purchase Order.
• Invoices from third party freight carriers should be firmly affixed to boxes shipped.
• Suppliers are to use the ship date or the date of delivery as the invoice date (not order date).
• Monthly statements should be provided to locations receiving invoices that include aged items over
negotiated payment terms.
Electronic Invoices:
WFM is capable of receiving both XML and EDI 810 invoices and credit memos. We receive eInvoices from our
vendors via FTP. We will work directly with our vendors or through a third party integrator or VAN. We require
that the eInvoice is delivered prior to the product delivery and that the electronic version matches the paper
invoice. Electronic invoicing provides an opportunity to streamline the procurement and payment cycle
benefitting both WFM and our suppliers. Please contact einvoicing.support@wholefoods.com for a copy of our
eInvoice standards and service level agreements.
• Payments
ELECTRONIC (ACH) PAYMENT: Funding suppliers by way of electronic payment is WFM’s preferred
method of payment. Suppliers are strongly encouraged to complete the attached electronic payment form in
order to receive electronic payment. Suppliers with extenuating circumstances may receive payment by
check if approved.
PAYMENT TERMS: WFM’s standard payment terms are net45 or 2%10net30 unless otherwise negotiated.
Payment terms will be calculated using the supplier invoice date. Missed cash discounts resulting from long
shipping times or back dating of invoices may necessitate the use of other payment term dating options.
• Vendor Maintenance
REMIT-TO ADDRESS CHANGES: All remit-to address changes are to be submitted in writing to WFM (to
WFM contact in receipt of original vendor packet) with an invoice copy reflecting the newly updated remit-to
address. In the event that a company changes ownership, the new entity will be treated as a new vendor
and the supplier will be required to complete a new vendor packet.
• Accounts Payable Inquiry & Support
Suppliers wishing to research a payment discrepancy should first contact the store (Receiver and/or Store
Accountant) to which the related product or service was provided. A listing of WFM store contact
information can be found at http://www.wholefoodsmarket.com/stores/all/index.php. Payment issues that
cannot be resolved through store support will be directed to other WFM AP contacts as needed.
6. Recalls
Product Recall and Crisis Notification Procedures
The safety and wholesomeness of WFM products is the highest priority of the WFM/Supplier Partner
relationship and a continuous commitment that we mutually extend to our customers. Compromised products
are a direct threat to this commitment. In the unlikely event that a Supplier Partner becomes aware of a safety or
health hazard, ingredient inaccuracy, or informational mistake associated with any of their products, be certain
to observe the following guidelines:
1. Notify the WFM Global Whole Body Coordinator and Global Recall Support Specialist within 24
hours of becoming aware of safety issue, health hazard or any quality issue that may lead to a
product removal or product replacement. Have the following information available:
• Team to which product was shipped at store
• Product name and complete details regarding hazard or concern.
• Recall classification if one has already been assigned
• Lot codes corresponding to recall, if applicable
• Amount of product shipped to WFM
• Complete list of stores to which product was shipped
• Date of most recent shipment to each store
• Supplier Partner’s proposed strategy for removal
2. Determine if a Recall Is in Order. Use the FDA’s printed guidelines to determine if the situation with
your products requires a recall. WFM Supplier Partners are required to maintain a current copy of the
FDA’s recall guidelines and have a basic structure for recall emergencies ready for immediate
implementation. Visit the FDA’s website at www.fda.gov for an updated recall procedure guideline.
In the event that a Supplier Partner determines that any class of recall is necessary, be certain to
communicate immediately with WFM in order to activate the WFM internal Recall/Crisis Management
Team.
3. Do not contact Whole Foods Market stores, send representatives into our stores or otherwise
take any actions without first contacting the Global Support office. Emails should be directed to the
Global Whole Body Coordinator < Jeremiah.McElwee@wholefoods.com> and Global Recall Support
Specialist <Nathan.Cimbala@wholefoods.com> .
WFM invites its Supplier Partners to review recall and crisis guidelines with their respective Regional
Coordinators periodically throughout the fulfillment relationship
7. Vendor Expectations
We appreciate your support and encourage you to take an active role in our stores. Your products will be
featured to their best advantage with your support in the following areas. We have limited shelf space and we
make decisions about which products to feature and continue carrying in our stores based on the support we
receive in these areas. Thanks for all that you do!
Store Visits
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Please make appointments for all store visits. If you make an appointment, please keep it.
Store visits should be occurring at least every six weeks, preferably every four weeks.
During a scheduled store visit, please take care of:
Clean/replace testers
Returns
Front and clean products on the shelf
Provide samples and literature
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Please be professional and courteous. Do not put down other manufacturers products.
Please respect our team member’s judgment about their product mix. Keep your visit low pressure.
Team Member Sampling
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Below are some general guidelines regarding team member samples:
Spoilage -- Once an item is spoiled (or ineligible for sale) in the department- due to guest
return, past date, etc- this product must be disposed of and is not eligible for TM sample,
regardless of whether or not a credit has been issued for the product.
Sampling from our shelves -- Once a product is purchased and on our shelves it is the
property of Whole Foods Market. Vendors are not authorized to sample a product to a team
member off our shelves.
Dollar Limt—The WFM vendor sample policy limits to $25 per sample (cost) for our team
members.
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Finally- it is important to note that NO SAMPLE is urgent! Better to clarify policy and deliver a sample at
a later time. Please check in with each Region directly for further guidelines around specific local
policies on this matter.
New Products and Product Mix:
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All new products submissions must come to the regional office only. No exceptions. Please submit
samples and requested information for our review.
Please submit product authorization forms with all new product submissions.
All new items must follow the Whole Foods Global Free Fill policy without additional buy in.
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Body Care 6 free fill for items under $10.00 WFM Landed Cost / 3 free fill for items $10.00 WFM Landed
Cost and above
Items in display cases such as lip balms 1 display box free fill
Supplements 6 free fill for items under $10.00 WFM Landed Cost / 3 free fill for items $10.00 WFM Landed
Cost and above
Energy/Nutrition Bars/Single Shots – 1 display case / caddy free
All items that arrive to stores in display case (single shots/lip balm / bars ) – 1 display box free fill
Let us know which of your best sellers we aren’t carrying, and help us to manage your product mix by
trading out slow sellers.
Please wait to show any new products to our teams until items are approved.
Please submit any price updates electronically. We need 90 days notice on any price/size/UPC
changes.
Please submit any packaging changes to. WFM Space Planning Team 550 Bowie St. Austin, TX 78703
Promotions:
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Please check in with each Regional Buyer for promotion submission deadlines.
For information regarding National Promotions go to Whole Foods Market/Vendor site, see 8. Whole
Body Program Information below.
Resets, Renovations and New Stores:
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Please supply people power for all of the above events. We will let you know as soon as possible if one
of these events is occurring. We appreciate your flexibility and know that your time is precious.
Please honor any commitments that you make to attend one of these events. It is very disappointing to
expect someone who never shows up.
Please, be understanding if we cannot place every item in your line in a new store. We are basing our
new store product mix on movement and the size of the store. Please do not discuss your opinion of the
product mix with the Team Leader or the Buyers of that store. Please contact the regional team for any
questions in this matter.
Never reset your product in our stores without the knowledge of the regional team. We are working
towards better merchandising plans and need your cooperation to achieve this.
Please take care of any returns of slow moving product that we pull at a reset or renovation. We will try
to give you the same amount of shelf space that you had before this event. Please be understanding if
this is not possible.
Please wear appropriate dress for construction site, only closed toe shoes.
Education:
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Please let the regional office know if you are offering training for our teams. Often, we have had
conflicting events going on, and this will help us with better scheduling.
Supply informational materials and full size samples to our team members.
If you are holding an in store training, please include all team members, not just buyers.
Any training at team level needs to be scheduled with the Team Leader. Please do not use an
unscheduled visit as an attempt to train team members on the floor.
Please know your products and be able to discuss them with our teams.
Customer Return Credit Policy-Suppliers
Since we guarantee all customer purchases at WFM 100%, accordingly we expect that our vendor
partners will provide full credit to our Stores for any product returned.
• Credit memos reflecting the full amount of the returned product must be delivered directly to the Whole
Body team via the preferred method of delivery required/requested. (e-mail, FAX, mail etc.) Please
check in locally to determine which means is preferred by the Whole Body team to receive credit
memos.
• All credits should be processed and delivered to the respective Store as soon as possible but no later
than 3 weeks of that specific request.
• To avoid excessive labor and shipping costs we request that product returned by customers not be
required to be returned to you, the supplier.
These are baseline expectations that apply to all Whole Foods Market Regions/Store locations. For specific
details on operations and local requirements please check in with each Regional and/or Store Buyer.
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8. Whole Body Program Information
Information regarding Whole Body Programs can be found on the Whole Foods Market Vendor Site, along with
all pertinent information on standards, process and procedures.
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http://www.wholefoodsmarket.com/vendor/
User Name : vendor / Password : wholefoods
Whole Body Supplier Guidelines
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Whole Body Supplier Guidelines (PDF file)
Supplier Application, Canada (Excel file)
Quality Standards
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Acceptable/Unacceptable Ingredients: Body Care (PDF file)
Acceptable/Unacceptable Ingredients: Supplements (PDF file)
Whole Foods Market Organic Personal Care Policy (PDF file)
Whole Foods Market Quality Standards for Body Care - Premium (PDF file)
Gluten Free Vendor Packet (Excel file)
Premium Body Care Program and Application (Excel file)
Contacts
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Whole Body Contacts and Store List (Excel file)
Whole Body Global New Item Process
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Global Whole Body Category Review Schedule (Excel file)
Global Whole Body New Item Process (PDF file)
Global Whole Body Free-Fill Policy (PDF file)
Global Whole Body New Item Submission Slide (PowerPoint file)
Global Whole Body New Item Submission Form (Excel file)
Whole Body Space Planning Form (Excel file)
National Marketing
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Global Communications Program Overview (PDF file)
National Promotions
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Global Whole Body Promotion Instructions (Excel file)
Global Whole Body Promotion Submission Form (Excel file)
Global Whole Body Promotion Planning Grid (Excel file)
Global Whole Body Promotion Calendar (Excel file)
EDV-EDLP
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National EDV-EDLP Form (Excel file)
Whole Body Packaging Guidelines & Documents
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Whole Foods Market Packaging Guidelines for Whole Body (PDF file)
Whole Foods Market Responsible Packaging Resources (PDF file)
Whole Body Glass Packaging Guidelines (PDF file)
Whole Body Paper Packaging Guidelines (PDF file)
Whole Body Plastic Packaging Guidelines (PDF file)
WHOLE FOODS MARKET CORE VALUES
• We sell the highest quality natural and organic products available
• We satisfy and delight our customers
• We support Team Member happiness and excellence
• We create wealth through profits and growth
• We care about our communities and our environment
• We create ongoing win-win partnerships with our suppliers
• Promoting the health of our stakeholders through healthy eating
education