Frequently Asked Questions

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.

After you have logged in with your personal login details, you can access the customer account at any time by clicking on the "My account" icon in the top right-hand corner. Your customer number is displayed directly in the top left-hand corner.

You can find more information about our catchment area and trading partners here.

Your order will be dispatched via DHL or DPD. You can find detailed information on shipping here.

No, in conjunction with a product on subscription in your shopping cart, only standard shipping can be selected, as otherwise, every subsequent subscription delivery would also be sent by express. If you need a product via express, we recommend placing an additional order for it alongside your subscription delivery.

If you provide a preferred date for the delivery when placing your subscription order, this date will serve as the start date of your subscription. Subsequent dates will be calculated based on this date.