Complaints – How It Works
In this section, you’ll learn everything about the correct process for submitting a complaint and how we can best and most quickly assist you with your issue.
Why do I need to take photos of the damaged goods when making a complaint?
If you have a reason for complaint upon delivery, please contact our customer service at info@ebarf.com. Please note that complaints can only be processed if accompanied by clear and meaningful photos of the affected goods. In any case, it is necessary to first accept the delivery. If the delivery is interrupted prematurely, we cannot initiate a complaint.
What should I do with spoiled goods?
If, despite all measures, the goods arrive completely thawed or otherwise spoiled, please first take a photo so that we can process your complaint. Afterwards, you may dispose of the goods in your household waste.
There was an error with my order. Incorrect, missing, or too many items were delivered. What should I do?
Despite great care, it may happen that items are packed incorrectly or not available in sufficient quantities. Please contact our customer service by phone at: +49 (0)3876 - 30 69 94-0 or via email at: info@ebarf.com. We will then decide individually how to proceed with your request. Please have your order and customer number ready for faster processing.
Why didn’t I receive my free gift?
You may not have selected your desired free gift in the shopping cart during checkout. Gifts are only included with orders if they are actively selected. This way, we avoid sending a gift you might not want. If you did select your free gift and still didn’t receive it, there was likely a packing error on our part, for which we sincerely apologize. Please contact our customer service at Tel.: +49 (0)3876 - 30 69 94-0 or info@ebarf.com.
My frozen food has thawed but is still cold – can I still use the meat?
In general, it is not a problem to feed meat that has already thawed once to a healthy dog or cat. However, if your pet is very sensitive or already weakened by certain illnesses, we advise against feeding it. Fish should never be thawed and then refrozen. If fish arrives thawed, it is best to feed it soon after.
If you are unsure whether the received products are still good, feel free to contact our customer service with photos:
Tel.: +49 (0)3876 - 30 69 94-0 or info@ebarf.com.
Please always keep in mind that frozen food cannot be returned and it would be a shame to dispose of it unnecessarily. If the food is no longer suitable for you and your pet, your local animal shelter might be happy to receive it. Thank you for your support!