Frequently Asked Questions

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 wish in your customer account. However, please make any desired adjustments at least 24 hours before the next delivery date.

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 info@platinum.com 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.

So that you don't have to place an order every time or, even worse, your four-legged friend might be sitting in front of an empty bowl, we take the work off your hands: you tell us the interval and how much PLATINUM pet food you need, and we will deliver it promptly to your desired address, be it your home or another delivery address. And, as a side benefit, you not only save time but also money: You receive a 2% price advantage on every order!

You have numerous options:

1. Items: You can add or remove items and adjust their quantities.
2. Delivery address: You can change the delivery address. However, the delivery country cannot be adjusted due to different value-added tax rates.
3. Pause subscription: You can pause your subscription at any time to reactivate it later.
4. Change delivery interval: You can adjust the delivery interval as needed.
5. Cancel Subscription: You can cancel your subscription at any time without stating reasons or other conditions.
6. Postpone delivery: You can reschedule the next delivery to any day up to 10 weeks in the future. Note: For delivery dates falling on a Saturday, Sunday, or holiday, the delivery will be made on the previous business day (Monday - Friday).
7. Change payment method: You can see the currently selected payment method for all your subscriptions and change it at any time. The following payment methods are available: Direct Debit, PayPal, Credit Card. However, a change in the payment method only applies to deliveries made after the change in the payment method.

In conjunction with a subscription order, the following payment methods are available: Direct Debit, PayPal, Credit Card.

The delivery country cannot be adjusted due to different value-added tax rates. If you want to change the delivery country, you will need to end the existing subscription and create a new one with the corresponding delivery country.

Yes - after registration registered breeders will receive a breeder price list with special conditions. These conditions are also stored in your online shop account, so that you can also see the prices valid for you after logging into the online shop.