General Information
Dog’s Heaven fresh meals are the first and only products for dogs on the market that can be kept naturally in the fridge for many weeks and do not need to be stored in the freezer. They are made from 100% fresh ingredients of verified human-grade quality. During production, they are heated to just 90°C (below boiling point) and gently sous-vide cooked in a vacuum-sealed fresh pouch in a water bath for under one hour. Thanks to this extremely gentle process, we achieve a significantly higher nutrient density and bioavailability than with conventional canned wet food, which is cooked for much longer (up to 3 hours) and at higher temperatures (121+ degrees).
To ensure that our fresh meals remain shelf-stable in the fridge for several weeks or months, we ship them using a special DHL fresh shipping service. For fresh shipping, we line the inside of the shipping carton with an additional layer of triple-wall cardboard inserts. This creates an insulated cooling chamber inside the parcel which, in combination with cooling packs, ensures a sufficiently cool temperature for a period of at least 48 hours. All packaging materials are made from already recycled material and can be disposed of separately and recycled again.
Shipping & delivery days
To ensure an uninterrupted cold chain all the way to your refrigerator, we only ship our packages on weekdays, which allows for delivery within two days*. This prevents the packages from sitting in the DHL depot over the weekend and becoming too warm. We advise against delivery to packing stations. If you still wish to do so, it is at your own risk.
*Public holidays in the sender's state and on the delivery date in the destination region are taken into account in our shipping schedule. This may lead to delayed shipping in individual cases. We inform our customers in the header area of our homepage when such exceptions occur. The shipping day logic for subscription orders may vary.
General Notes on Returns
Please avoid signs of use and damage to the goods. If possible, please return the goods to us complete and with the original packaging. Refrigerated goods are excluded from recall and returns, we ask for your understanding. Please always use suitable packaging to protect against damage in transit. Please do not return the goods freight collect. If a reimbursement of the postage costs is applicable, we will do so in advance. Please note that the above information on returns is not a prerequisite for exercising the right of withdrawal.
Return Costs When Exercising the Right of Withdrawal
If you make use of your statutory right of withdrawal, you shall bear the direct costs of returning the goods.
Claims & Complaints
You can reach our customer service Monday to Friday from 8am - 4pm on the telephone number: +49 89 444432801, as well as by e-mail at [email protected]
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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 received by us before 12 noon on weekdays are usually dispatched on the same day; orders received later are dispatched on the next working day. DHL shipping times within Germany are 1-2 working days. Please note that we do not ship chilled goods on Fridays (depending on DHL delivery times) and Saturdays. Further information 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 sent with DHL.
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 cooling package cannot be delivered and the standard transit time of 48 hours 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 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 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 a parcel transit time of 24–48 hours. Our cooling packs are 100% recyclable.
What is the temperature in the parcel during shipping?
With a DHL transit time of up to 48 hours until delivery, 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.
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.
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 parallel, we are testing the use of dry ice with significantly stronger cooling power, which can be used for both frozen and fresh products.
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.
Can I return the fresh menus?
Unfortunately not. Since our fresh menus require refrigeration, they are excluded from withdrawal and returns.
