Stay cool, even when temperatures rise
Our fresh meals for dogs are shipped chilled via DHL/DPD and packed with cooling packs. Thanks to the gentle sous-vide cooking process combined with the innovative HPP high-pressure cold pasteurization technology, the meals are germ-free and can therefore be kept naturally in the fridge for at least 6 months from production – this is one of the major advantages compared to other “fresh” meals or BARF products, all of which must be stored frozen.
This germ-free quality gives our fresh meals a certain degree of tolerance. Fresh meat from the butcher or supermarket shelf, on the other hand, always contains a certain level of germs (harmless in small amounts for humans and dogs), which causes the meat to spoil in the fridge after just a few days. This meat is never germ-free.
During the 1–4 day shipping period, the temperature inside the package may fluctuate slightly for a short time. Thanks to their germ-free quality, our meals have a certain tolerance towards such fluctuations. So if a package is in transit for 4 days or the temperature upon delivery is no longer quite as cool, this is generally not a problem. A meal is only spoiled once the pouch starts to bloat and becomes firm as a result.
How to tell if a product is perfectly fine:
• Pouch is flat
• Pouch is soft
• Pouch is soft
→ No problem!
If a pouch should ever become bloated, there is no need to worry: please send us a photo together with your order number, product name, and package size to [email protected] (please make sure that all affected pouches are visible in one image) – we will promptly issue you a credit note.
Please understand that we are unable to issue credits for pouches that have already been disposed of without photographic proof. Likewise, we cannot issue a credit for products if the parcel is refused independently of the DHL/DPD transit time, as there is no proof of spoiled or defective goods.
In all cases, we kindly ask you to contact our Customer Service before disposing of any products or refusing acceptance of the parcel.
Thank you for your trust and enjoy the meals for your four-legged friend!
Heavenly regards
Your Dog's Heaven Team
Frequently Asked Questions
Which countries does Dog's Heaven ship to?
We currently deliver to Germany and Austria. Shipping to EU neighboring countries is planned.
How long does shipping take?
Orders placed on weekdays before 7 a.m. are usually shipped the same day; orders placed later will be shipped on the next business day. DHL shipping times within Germany are 1–2 business days. Please note that we do not ship chilled goods on Fridays or Saturdays (exception: subscriptions & express shipping). Further information about parcel transit times with express shipping can be found under Shipping and Returns.
How much does shipping cost?
Which shipping service provider does Dog's Heaven work with?
Our parcels are shipped with DHL (Germany and Austria) or DPD (Germany). The shipping options available to you will be displayed in the checkout.
Further information can be found under Shipping and Returns.
What happens if I am not at home?
Please make sure that you or another person is available to receive the package. Otherwise, if the package cannot be delivered and the standard transit time is exceeded, it may happen that the goods are not kept sufficiently cooled until they arrive.
What should I do if my package arrives damaged?
Please document the condition of the delivery with photos and contact our customer service immediately. Together, we’ll find a solution.
What happens if my package was damaged during transport and repacked at the DHL depot?
If DHL/DPD detects damage and withholds the package for repackaging, the delivery time will be significantly extended. In such cases, proper refrigeration can no longer be guaranteed. Please contact our customer service directly. You will receive a credit for the goods, and we kindly ask you to place a new order. We will ensure a smooth process.
I didn’t receive a tracking link by email – where can I find it?
You can check the current shipping status at any time in your customer account. Go to the “Orders” tab and select the delivery in question. At the bottom, you’ll find the tracking link under “Track package.” If there is no link available or you don’t have a customer account, our customer service will be happy to assist you by phone or email.
Why are the shipping costs higher than in other dog food webshops?
Unlike most online shops for dog food, Dog’s Heaven ships its fresh menus using a special refrigerated shipping method. The shipping boxes are insulated on the inside, and the temperature is kept at or below 7°C during transport with cooling packs – just as is common practice for shipping fresh food products. Refrigerated or frozen shipping is more complex and comes with higher costs. In many online shops for frozen BARF products, shipping costs are usually around €10 or even higher. We strive to keep the costs for refrigerated shipping as low as possible.
Why do parcels containing Dog's Heaven fresh meals have to be sent refrigerated?
Our fresh menus are genuine fresh menus that need to be refrigerated due to their freshness, natural composition, and minimal processing during production. This is what makes them special compared to conventional canned products and dry food. Just like with fresh food in the grocery sector, the cold chain must not be interrupted. With the included cooling packs, the fresh menus are kept at a temperature of 4–7°C during shipping, for the standard shipping time. Our cooling packs are 100% recyclable.
What is the temperature in the parcel during shipping?
With a standard shipping time, the temperature inside the package remains between 5–7°C thanks to our recyclable cooling packs and an insulating layer made of paper and cellulose. In principle, our fresh menus allow for a certain tolerance. Just like fresh milk, yogurt, or butter that you buy in the supermarket, which are also subject to a certain interruption of the cold chain and exposure to warmer temperatures once they are placed in the shopping cart, transported in the car, and so on.
Is it a problem if the package isn't quite as cold inside when I receive it?
What happens if temperatures are very high in summer?
Our packages feature a triple-wall additional insulation on the inside. At the bottom and top even double, meaning six-wall protection. This insulation, combined with the cooling packs, has been tested by an independent institute commissioned by our logistics partner. Under normal conditions, this ensures that the cold chain can be maintained for our standard DHL transit time.
Seasonal temperature fluctuations between winter and summer are taken into account by increasing the number of cooling packs in summer and reducing them again in autumn/winter. We also optimize refrigerated shipping for extremely hot days by switching to a “Summer+” mode with 1–2 additional cooling packs.
In general, our fresh menus allow for a certain tolerance. Just like fresh milk, yogurt, or butter you buy in the supermarket, which are subject to some interruption of the cold chain and exposure to warmer temperatures once they are placed in the shopping cart, transported in the car, and so on. Learn more here.
Is it a problem if a package sent via DHL/DPD takes longer than 1–4 days to arrive?
More information about shelf life & parcel transit times can be found here.
Can I return the fresh menus?
Unfortunately not. Since our fresh menus require refrigeration, they are excluded from withdrawal and returns.
