Everything about your order process
Here you’ll find all the information you need about placing an order with us – from choosing products to managing your cart and completing your purchase. We guide you step by step through the process and explain what to look out for.
If you have any questions, feel free to contact us – we’re happy to assist you!
Can I cancel my order?
Orders placed with standard shipping can be cancelled by phone at +49 (0)3876 - 30 69 94-0 until payment has been received by us. Your statutory right of withdrawal remains unaffected by the cancellation option.
Please note: For all payment methods processed via PayPal, there is only a very small time window for cancellation, as the payment is recorded immediately upon receipt.
Can I place an order by phone?
Unfortunately, placing an order by phone is not possible. However, we’re happy to advise you over the phone before you place your order.
Where is my order?
You can check the current status of your order in your customer account under order history. There, once the package has been shipped, you will also find your tracking number.
Additionally, you will receive an order confirmation and updates on the processing status of your order via email. Once your order has been shipped, you will also receive an email with the tracking number from the respective shipping provider.
When will my order be processed?
We process all orders as quickly as possible. If you placed your order on a public holiday, there may be slight delays. Orders are processed in the order they are received. Please also note our shipping days. Once payment for your order has been received, it can no longer be cancelled or modified in any way (this includes delivery address, shipping day, order quantity, selected items). Please double-check your information before placing the order.
You can find more information in our shipping terms.
Can I have my order delivered to a different address?
During the ordering process, you can select your preferred delivery and billing address in the second step under “Address”. These can be the same or different. Once your order has been received by us, changes to the delivery address can no longer be made. If you are unable to personally accept the delivery and have not made arrangements with the shipping provider, your order will be delivered to a nearby post office or parcel shop.
If you selected DPD or GO! as the shipping provider, a second delivery attempt may be made the next day. You are required to collect your delivery from the parcel shop on the next business day or accept it personally. Collection is only possible with a notification card or ID.
The customer is solely responsible for the accuracy of the address provided.
What should I consider before placing my first order with frozen products?
To ensure that your frozen products arrive in perfect condition, a minimum order quantity of 4 kg is required. During higher outdoor temperatures, we additionally recommend choosing express shipping.
Make sure you have enough space in your freezer before the delivery arrives so you can properly store the food. Before feeding BARF, thaw it in the refrigerator and serve it to your pet at room temperature.
How does the product comparison work?
If you want to compare two or more products, you can easily do so with our practical product comparison tool. Simply go to the product listing in a category and hover your mouse over the product preview image. Several small icons will appear at the bottom edge of the image.
The icon on the far right represents the product comparison. Click this icon on the desired products to add them to the comparison list. A button labeled “Compare” with the number of selected products will now appear on the left side next to the products under “Product comparison.”
Click it to go to the comparison page. You can now easily compare features, similarities, and differences to find the best products for your pet.