Problems with Delivery
My delivery is damaged, what can I do?
We are very sorry that your order did not reach you in perfect condition. During transport, heavy packages can sometimes be impacted, causing dents in cans or other items. As long as the packaging is intact and there is no leakage, opening, or overpressure, the food is still safe to use.
If you have received a defective item:
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Please fill out our contact form and attach pictures of the damaged items.
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Do not dispose of the item until you have received feedback from us.
You can also complain about items through our customer service.
Why haven't I received all the items I ordered yet?
We apologise if your order has not yet been fully delivered. Some orders may arrive in multiple shipments if all items do not fit into a single package.
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Fressnapf items: Usually delivered together if no marketplace items are included.
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Marketplace items: Delivered separately by our marketplace partner.
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Large or bulky items: Shipped by freight forwarder or directly from the manufacturer in a separate delivery.
You can track the status and number of shipments in My Account or via your shipping confirmation email.
If all items are marked as shipped but you are still missing something, please contact our customer service.
Why were items from my order cancelled?
We apologise if one or more items in your order have been cancelled. Possible reasons include:
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The item was out of stock before you completed your order.
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Technical or inventory discrepancies in our warehouse.
If the item becomes available again, we will send it to you free of charge.
If it remains unavailable, you will receive a full refund for the purchase amount if payment has already been made.
Check your order status
You can view the status of your orders and shipments anytime in My Account.