Frequently asked questions related to orders

This section contains the answers to most questions concerning your order. We look forward to hearing from you if your question has not yet been answered on this page. Just send us a quick message or call us. We will assist you as soon as possible.

  • What happens if I am not at home when my delivery arrives?

    If you are not at home when the shipment is delivered, the parcel service will leave a notification, which will allow you to pick up the package at your local post office. Please note that only the recipient of the package is authorised to collect the shipment and might have to present identification upon collection.

    DHL offers a convenient alternative with its new www.paket.de service, which allows you to change the delivery time of packages before delivery if the proposed date does not suit.

  • How does the satisfaction guarantee work?

    We use only high-quality recipes, the taste of which has been extensively tested by our four-legged friends, and we are convinced of the quality and the excellent flavour of our products. Nevertheless, if your dog does not like one of our products, you can return the opened package free of charge and we will give you a full refund of the purchase price.

    Please complete the return form enclosed with each delivery and return it together with the opened package and any unopened products, in the original packaging. You can use the return label enclosed with your order to return the package free of charge using the respective parcel service for your location.
    Please make sure you seal the opened package well and pack it carefully for transport.

  • How can I change my delivery address after placing an order?

    Please note that any subsequent change of delivery address is only possible as long as the shipment has not yet been handed over to the parcel service. If you want to change the delivery address after completing your order, please contact our customer service team. We will do our best to help you.

  • How long will delivery take?

    Your order will be processed as quickly as possible and handed over to the parcel service within 24 hours on weekdays. For detailed information on the delivery times for each county, please have a look at this page: Shipping & Delivery.

    All products listed as available in our online store are in stock and can be shipped immediately.

  • Can I track my order?

    After your package has been accepted by the parcel service, we will automatically send you a shipping confirmation via email. This shipping confirmation will contain a tracking link which will allow you to check the whereabouts of your shipment and the projected delivery date at any time.

  • Will my payment information be transmitted in such a way as to ensure it is not accessible by third parties?

    When you order, all your personal data such as address or payment details are encrypted using “Secure Socket Layer” technology, SSL for short, protecting them against access by third parties during transmission via the Internet. For security reasons, no payment information is stored in our system.

  • I have lost my login information. What should I do?

    If you have forgotten your password, you can reset it using the “I forgot my password” link. We will send you an email with a link that allows you to assign a new password on our website.

    If you need help resetting your password, please call or email our customer service team. We will do our best to solve the problem with you.

  • Where can I buy Nutricanis premium dog food?

    Nutricanis premium dog food and snacks are available exclusively through the Nutricanis online shop. This helps us to ensure that our products are always as freshly as possible when they reach you and to guarantee the best price for our customers. For this to work, we do not invest in expensive advertising campaigns or retail commissions but in high-quality ingredients that are important for the health and well-being of your dog - and of course for the food's great taste.

  • What should I consider when returning a shipment?

    With your order you will receive a return form and return label. Would you like to return something to us, please fill out the return form and put it together with the corresponding items in the box. You have the option to return the ordered items without the return form to us. Your right of withdrawal naturally remains unaffected.
    In order to make the return as easy as possible we have already taken the postage for the return for you. Simply stick the return label on the box.

  • How much does shipping cost?

    The delivery of goods/products is subject to the respective costs incurred. Orders for goods/products that exceed a total value of €49 are shipped free of charge to United Kingdom, Belgium, Denmark, France, Germany - including the islands, Luxembourg, Netherlands, Austria. Otherwise, the shipping fee for deliveries to these countries is €3.90.


    Orders for goods/products that exceed a total value of €99 are shipped free of charge to Finland, Ireland, Italy, Poland, Portugal, Sweden, Spain, Czech Republic. Otherwise, the shipping fee for deliveries to these countries is €9.90.


    Orders for goods/products that exceed a total value of €150 are shipped free of charge to Switzerland. Otherwise, the shipping fee for deliveries to Switzerland is €39.90.


    To get some information about shipping fee to Australia, China, Hong Kong, Japan, Malaysia, Singapore, South Korea, Taiwan, United States - please contact our customer service.
    We are currently unable to supply customers in Bulgaria, Estonia, Finland, Greece, Croatia, Latvia, Lithuania, Malta, Romania, Hungary and other countries outside the EU (except Switzerland and Norway).

  • Do I need to open a user account to order Nutricanis?

    You do not need a user account to order from our online store. You can place your order as a guest. However, a user account has certain advantages: It allows you to check the status of your current orders, save previous orders to re-use them as templates and manage your shipping and billing addresses.

  • What payment options does the Nutricanis online store offer?

    Credit card (VISA / MasterCard)
    You can also pay quickly and conveniently using your credit card (VISA or MasterCard). Data is transmitted via a secure SSL encryption. Your credit card will only be charged upon completion of your order.

    PayPal
    We also offer the option to pay securely and quickly via PayPal. Upon completion of the order you will be redirected from your shopping cart to the PayPal payment page, where you must confirm the payment once again.

    Immediate transfer
    The TÜV-certified payment provider Sofortüberweisung offers a secure payment method which allows you to make a payment using your own bank’s online banking system.

  • How will I receive my refund?

    In order for us to refund your money as soon as possible, it is helpful if you return the goods without delay. Please enclose the completed return form with your return shipment. After arrival and inspection of the goods at our logistics centre, our customer service team will process the order and arrange the refund. You will usually receive your refund within 7 business days after receipt of your return shipment.

    The money will be refunded via the payment method you selected when ordering.

  • How can I redeem a Nutricanis coupon?

    Redeeming coupons is incredibly easy: When completing your order you are offered the option to enter your coupon code in the field provided for this purpose (bottom left) in the shopping cart. Once you have entered the coupon code, the discount will automatically be calculated and deducted from the total.

  • Unfortunately, I have not received my order. What should I do?

    After your package has been accepted by the parcel service, we will automatically send you a shipping confirmation via email. This shipping confirmation will contain a tracking link which will allow you to check the whereabouts of your shipment and the projected delivery date at any time.

    If you have any other questions, please call or email our customer service team. We will do our best to find a solution.