Help Center (FAQs)
Here you'll find answers to frequently asked questions about ordering from our shop, our dog products, and delivery & returns. Our goal is to provide you with a simple, transparent, and secure shopping experience. If you still have any questions, our customer service team is always happy to help.
Deliveries & Returns
How long will it take for my order to be shipped?
The average delivery time is usually 3–4 business days within Germany, depending on the shipping provider and your location. International shipping times may vary depending on the order type. As soon as your order leaves our warehouse, you will receive a shipping confirmation email with a tracking link.
Which countries do you deliver to?
We deliver within Germany and to selected EU countries as standard. The available shipping countries will be displayed in your shopping cart at checkout.
How much are the shipping costs?
Shipping within Germany is free for you. Otherwise, shipping costs will be clearly displayed at checkout before you complete your order. Any special shipping promotions will be communicated directly in the shop.
Can I track my delivery?
Yes. After shipment, you will automatically receive an email with your tracking number and a tracking link. You can use this link to track the current status of your delivery at any time.
What happens if my package arrives damaged?
Should your package arrive damaged, please contact our customer service immediately with a photo of the packaging and contents. We will find a solution as quickly as possible.
What do I do if my order doesn't arrive?
Should your delivery take longer than the stated delivery time, please first check the shipment status via the tracking link. If you have any questions, our customer service team will be happy to assist you.
Can I return my order?
Yes. You can return unused, originally packaged products to us within the statutory cancellation period. You can find the exact return conditions in our cancellation policy .
How do I register a return?
To return an item, please contact our customer service. You will then receive all the information you need for the return shipment. A digital returns portal will also be available soon, allowing you to initiate your return independently.
When will I receive my refund?
After receiving and inspecting your return, we will refund the purchase price via the original payment method. Processing time is usually a few business days.
Orders
How can I place an order in your shop?
Add the desired products to your shopping cart and follow the checkout process. Our shop guides you step by step through the order process – from entering your address to payment.
Do I need to create a customer account?
No. You can also order as a guest. However, with a customer account you have the advantage of being able to view your orders, save delivery addresses, and track your order status at any time.
What payment methods are available?
We offer various secure payment methods, which will be displayed to you at checkout (e.g. credit card, PayPal, Klarna or others depending on the region).
Will I receive an order confirmation?
Yes. After completing your order, you will automatically receive an order confirmation via email. This contains all the important information about your order. Please also check your spam/junk folder.
Can I change or cancel my order afterwards?
As long as your order has not yet been shipped, a change or cancellation may be possible. Please contact our customer service as soon as possible if you need assistance.
Where can I find my invoice?
You will receive your invoice by email as soon as your order has been shipped.
What happens if an item is unavailable?
If a product is temporarily unavailable, this will be displayed directly in the shop. In rare cases, we will proactively inform you if there are any delivery delays.
Is my data safe in the shop?
Yes. Our shop uses modern security standards and encrypted connections to protect your personal data and payment information.
Products
Which dogs are your products suitable for?
Our products are suitable for dogs of all breeds, sizes, and ages – from puppies to seniors. You can find specific usage recommendations on the product page or on the product packaging.
Are your products suitable for sensitive dogs?
Our recipes are intentionally formulated to be easily digestible and free from unnecessary additives. Nevertheless, we recommend gradually introducing new products into the daily (feeding) routine of very sensitive dogs.
Where are your products manufactured?
Our products are developed and manufactured in Germany and are subject to strict quality controls.
Are your products free of artificial additives?
Yes. Our dog supplements are formulated without artificial colors, flavors, or preservatives.
Are the products sugar-free and GMO-free?
Yes. Our products are made without added sugar and without genetically modified organisms (GMO-free).
How long do the products last?
You can find the best-before date on the respective product packaging. After opening, we recommend storing the products in a cool, dry place away from light.
Can I use multiple products at the same time?
In general, our products can be combined with other products or supplements in your pet's daily routine. For individual questions regarding application or existing medical conditions, we recommend consulting a veterinarian or contacting us.
Are your products medicinal products?
No. Our products are dietary supplements for dogs and serve to support their nutritional needs. They do not replace veterinary treatment.