Frequently Asked Questions

No, since OralClean+Care only contains purely natural ingredients, it is completely harmless to the system of your dog or cat and can be used without any concerns.

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, goods may be incorrectly prepared or forgotten when packing your order. If you have received an incorrect item or an item is missing from your order, please contact us by telephone via our free service number so that we can discuss how to proceed.

Please have your customer number or order number ready for us. This will enable us to help you more quickly.

If you change your mind, please contact our free telephone advice service on 0800 3643663 to cancel your order.

In exceptional cases, goods may become damaged during transport. If you have received a damaged item, please contact us by e-mail at service@platinum.com, quoting your order number/customer number and a picture of the goods/packaging, so that we can discuss how to proceed.

Please do not dispose of the damaged item until you have received a response from us.

If for any reason you are not satisfied with one of our PLATINUM products, we offer you a 100% money-back guarantee for the first 100 days after purchase, provided it was purchased directly from us. The period for calculating the warranty period begins on the invoice date. This guarantee is limited in its validity to Germany, Austria, Belgium, France and the Netherlands.

In the event of a guarantee claim, please contact us (PLATINUM GmbH & Co. KG, Am Ockenheimer Graben 23, 55411 Bingen) as the guarantor by telephone on: 0800 3643663 (dog food), 0800 2283663 (cat food) for Germany, Austria and the Netherlands or 0800 34664 for Belgium and 0800 994664 for France.

All you need to do is give us a call: we will either collect your opened food bag and unopened goods/opened bottle or jar free of charge, or you will receive a free returns label with which you can send the goods back. You will be refunded the purchase price of the returned items.

Please note that if you send us the goods yourself, we cannot refund any shipping costs.

With our OralClean+Care dental care product, it is important that you use it consistently on your pet, because the optimum effect can only be achieved with the right treatment:

• OralClean+Care must be sprayed into or applied to the mouth regularly in line with our instructions. Instructions can be found in the dental care chapter and on the label.

• Your pet should not eat or drink anything shortly before and for at least 10 minutes after the treatment.

Please note that OralClean+Care cannot address tooth discolouration.

Immediately available goods are usually dispatched by us within 1 to 3 working days for orders from Germany. For orders from Belgium, Austria and the Netherlands, please allow approx. 2 to 4 working days for delivery. The delivery period may vary depending on the volumes of deliveries being processed by the shipping service providers.

A gift voucher is valid until the end of the third year after purchase, and can only be redeemed here in the PLATINUM online shop.

Payment can be made by prepayment, direct debit, PayPal, credit card, SOFORT bank transfer or purchase on account. You can find more information about the payment methods available here.

After your return has arrived at our warehouse, we will check the contents. We will then forward the returned items, and arrange for a credit note to be issued via your payment method. If you have any questions, please contact our customer service team at info@platinum.com or call our free service number: 0800 3 64 36 63.