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.

Order process and customer account

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.

Subscription Service

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.

In the subscription management, you can cancel your subscription at any time without stating reasons or other conditions. However, please cancel your subscription at least 24 hours before the next delivery date.

To subscribe, all you need to do is select the subscription delivery with the desired interval on the respective product page. Then, you can complete the purchase process as usual. Please note that not all products are available for subscription.

The subscription management will display the next delivery date of your subscription. Additionally, the next five delivery dates will be shown in an information note ("i") next to the date. You also have the option to adjust the next delivery date. Note: For delivery dates falling on a Saturday, Sunday, or holiday, the delivery will be sent out on the previous business day (Monday - Friday).

No, you can adjust your subscription at any time and as often as you like in your customer account. Please make any desired adjustments at least 24 hours before the next dispatch date. Any changes made within 24 hours of your next dispatch date will only take effect for the following delivery.

Only subscriptions that you have created yourself in the online shop will appear in your customer account and can be adjusted there. If you already have an active subscription that was set up for you by our customer service, you must first cancel it by sending an email to before you can set up your new subscription yourself online with just a few clicks. As there is no automatic data synchronisation, this is necessary to avoid setting up a duplicate subscription.

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

Our team will be happy to help you.

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