Questions about shipping
How long does delivery take?
Shipping with DHL/DPD can take 1-3 working days.
With UPS Express Shipping (Mon-Wed) and DPD Express Shipping (Mon-Fri), delivery takes place the following day between 8 a.m. and 1 p.m.
Is there a minimum order value?
An order must have a minimum value of €19. For frozen products, a minimum quantity of 8 kg must be reached for each thermobox.
Is shipping free?
Standard shipping with DHL/DPD is free throughout Germany for orders over €19 (and a minimum order quantity of 8 kg for frozen items). Shipping via UPS Express & DPD Express incurs a surcharge of €5.90 per order. Shipping via DPD Express is free from Monday to Thursday for orders over €100. All deliveries abroad via UPS Standard cost €8.00 per order.
On which days will shipping take place?
Free Shipping
- DHL standard shipping Mon.-Fri.
- DPD standard shipping Mon.-Thurs.
Shipping costs are subject to additional charge
- UPS Express Mon.-Wed.
- DPD Express Mon.-Fri.
Please also always note our separate shipping information on the homepage before and after holidays.
How are the goods shipped?
The goods are shipped in a cold-insulated Styrofoam box with an outer cardboard box. This thermal box ensures that the cold chain (< + 7 °C) is maintained for at least 72 hours.
Thawed/defrosted packets can therefore be safely refrozen and fed at a later date. The quality is not reduced as a result.
The larger the order quantity of BARF fresh meat, the lower the probability that the product will thaw completely.
In summer we recommend our heavily subsidized express shipping via DPD/UPS.
Can I specify a delivery date?
Since there is no guaranteed delivery time for DHL/DPD standard shipping, a fixed delivery day cannot be determined. With UPS Express and DPD Express, you can determine the delivery day using the desired departure date at checkout, as the goods will be delivered on the next working day between 8 a.m. and 1 p.m.
Which shipping service providers do you offer?
We deliver free of charge throughout Germany via DHL/DPD and for an additional charge via UPS Express and DPD Express. DPD and UPS do not deliver to islands. For orders to Austria (www.haustierkost.at) and various European countries (www.haustierkost.eu), DPD standard shipping is available for an additional charge.
In addition, the goods can also be picked up on site in Düsseldorf after prior online ordering.
What happens to the goods if I am not at home?
When shipping via DHL/DPD, the driver can decide at his own discretion whether to leave the package with a neighbor or take it to the nearest branch/packing station. When shipping via UPS Express and DPD Express, we have issued a general permission to leave the package. The package will be left if the deliverer considers the place to be safe. Otherwise, a new delivery attempt will be made on the next working day. If you have agreed an official permission to leave the package with the respective shipping service provider, this will be followed.
You can issue and edit parking permits yourself using the following links:
How can I collect my parcel from a branch or service point if I have not received a collection card?
If the shipment is brought to a branch or service point (not present at the time of delivery or the tour is cancelled), you can collect the goods upon presentation of your ID card.
I was at home and my package still went to a branch, a service point?!
If a tour is cancelled for operational reasons, the shipment will be taken to the nearest branch or service point for quick access. The branch is either listed on the notification card or can be viewed in the delivery history at www.dhl.de or www.dpd.de. The shipment can be picked up from the branch or service point on the next working day upon presentation of the notification card or ID card.
Can I also provide an alternative shipping address or have the goods sent to my holiday destination?
Of course, you can also have the goods delivered to an alternative shipping address. This can be stored in the online shop. If the delivery address is outside Germany, check our EU online shop www.haustierkost.eu to see whether we deliver to the respective country.
Can I see where my package is/get a tracking number?
Of course, no matter which shipping service provider you choose, you will receive a tracking number with the shipping confirmation via email.
Can I have the package sent later?
When ordering, you have the option of advancing the date of dispatch by up to four weeks. If a package has already left our premises, you should not agree on a later delivery date with the shipping service provider, as compliance with the cold chain may no longer be guaranteed.
Can I arrange a new delivery attempt for a package that was delivered to a branch or service point?
Removing the item from the branch or a service point and attempting to deliver it again takes several days, meaning that maintaining the cold chain may no longer be possible.
What should I do if there are problems with delivery? (Sending status not plausible, package not found, etc.)
In this case, please contact our customer service immediately. By phone from Monday to Friday from 8 a.m. to 6 p.m. (excluding public holidays) or by email to service@haustierkost.de
