Frequently Asked Questions

Here you will find answers to questions asked to our customer service, practical tips for feeding your dog with PLATINUM dog food prepared with FSG and for feeding your cat with MeatCrisp from the Freshmeatdryer.


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.

Order process and customer account

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 it can happen that the goods are damaged during the shippment. If you have received a damaged item, please contact us by phone on our service number so that we can discuss how to proceed.

Please do not dispose the damaged items until you have received feedback from us.

Immediately available goods are usually with you within 1 to 3 working days for orders from Germany. For orders from Belgium, Austria and the Netherlands, please allow a delivery time of approx. 2 to 4 working days.

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

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.

Dog Breeders

To register with PLATINUM as a breeder, we first need a copy of your kennel licence or a breeding license from your breeders’ association.

Please use our form to sent us the information needed.

After registering, breeders are sent a separate breeders’ price list with preferential terms. These conditions are also stored in your online shop account so you can see the prices that apply to you after logging into the online shop.

As part of our breeder terms, we provide our registered breeders who feed and raise their puppies on PLATINUM dog feed with puppy starter sets for free.

You can request the starter sets directly via our form.

Our starter sets include a 1.5 kg bag of dry feed, a package of Menu Puppy Chicken, a toy, a measuring cup and information leaflets.

Has your question not been answered yet? Then write to us!

Our team will be happy to help you.

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