Frequently Asked Questions
Here you will find answers to questions asked to our customer service, practical tips for feeding your dog with PLATINUM dog food prepared with FSG and for feeding your cat with MeatCrisp from the Freshmeatdryer.
Order process
You will be informed about the exact number of parcels in the email text of your invoice. As a general rule, we send shipments up to a net weight of approx. 28 kg in one parcel. Heavier orders are divided into several parcels. For example, if you order 30 kg of dry food, you will receive two parcels of 15 kg each. Due to different parcel delivery times, it can happen in individual cases that the parcels are delivered on different days.
In exceptional cases it can happen that the goods are damaged during the shippment. If you have received a damaged item, please contact us by phone on our service number so that we can discuss how to proceed.
Please do not dispose the damaged items until you have received feedback from us.
Our delivery policy is 3 to 5 working days. However our couriers tend to deliver within the first 2 or 3 days.
After you have logged in with your personal login details, you can access the customer account at any time by clicking on the "My account" icon in the top right-hand corner. Your customer number is displayed directly in the top left-hand corner.
Has your question not been answered yet? Then write to us!
Our team will be happy to help you.
To contact form