Frequently Asked Questions
How does the Dog's Heaven subscription work?
With our subscription, you receive your desired products – fresh menus, supplements, and snacks – automatically and regularly delivered to your home. You choose what you need, how often, and on which weekday it should be delivered – we take care of the rest.
How do I start a subscription?
You can set up your subscription directly in the shopping cart or on our subscription page. Simply select your desired products, the delivery interval (e.g. every 2 or 4 weeks), and your preferred delivery day.
Can I customize my subscription?
Yes, you can tailor your subscription to your dog's individual needs – with a combination of fresh menus, supplements, and snacks.
How often will I receive my delivery?
That’s entirely up to you. You can choose between different delivery intervals – for example, weekly, every 2 weeks, or monthly.
Can I determine the delivery day myself?
Yes, you can choose the weekday that suits you best. Based on your postal code, we determine the optimal shipping day to ensure your delivery arrives on time.
How is the shipping day calculated?
Based on your postal code and the average shipping times of DHL, we determine the ideal shipping date to ensure your products arrive on time.
What happens if the delivery day falls on a public holiday?
If the delivery day (on your end) or the shipping day (on our end) falls on a public holiday, the delivery will automatically be moved up by one day. You will be informed of this in advance by email.
Can I skip or postpone a delivery?
Yes, you can pause or postpone deliveries anytime in your customer account – for example, during holidays or if you still have enough products in stock.
How can I change my subscription products?
Four days before the scheduled delivery day, you will receive a reminder email. Until then, you can conveniently adjust your next delivery or the basic settings in your customer account under "Subscription" in the respective tab.
How can I pause or cancel my subscription?
You can cancel or pause your subscription at any time and without notice in your customer account under "Subscription" – completely flexible and with no minimum term.
What happens when a product is sold out?
If a product in your subscription delivery is ever unavailable, we will inform you in good time via email. You will then have the option to select an alternative product.
What happens if a product is permanently no longer available?
If a product is permanently removed from our range, we will automatically remove it from your subscription. You will receive a notification and can choose a replacement product in your subscription settings.
Will I receive a notification before each delivery?
Yes, four days before your scheduled delivery, we’ll send you an email with all the details – including the option to adjust your product selection or settings.
Can I supply several dogs with one subscription?
Of course. You can combine different types of fresh menus, supplements, and snacks. Please note: only one active subscription is possible per customer account.
Is there a minimum term or notice period?
No. You can cancel or pause your subscription at any time. There is no contractual commitment and no notice period.
Which payment methods are available?
You can conveniently pay via PayPal.
Can I also manage my subscription by phone or e-mail?
The easiest way to manage your subscription is directly in your customer account. Of course, our Customer Service team is also happy to assist you with any changes – by phone or email.
Are there price advantages with a subscription?
Yes. As a subscription customer, you receive a permanent 10% discount on all products in your subscription. For orders over €49, the shipping costs for chilled products are also reduced.
Where do you deliver to?
We deliver your products to Germany and Austria.
Can I specify a different delivery address?
Yes, you can provide a different delivery address – for example, for holidays, your office, or another recipient.
Can I adjust my next delivery once without changing my entire subscription?
Yes, absolutely! You can change your next subscription delivery once without affecting your default settings permanently. In your customer account under “Subscription” in the “Next Delivery” tab, you can, for example, swap products, reschedule the delivery day, or remove individual items – only for the upcoming delivery.
All subsequent deliveries will follow the original settings again. If you want a permanent change, you can also easily make this in your customer account. Our customer service is happy to assist you with both options – by email or phone.
