We know that when you order frozen fresh dog food, on-time delivery is extremely important. That is why we work exclusively with very reliable shipping partners, so that the vast majority of parcels reach their destination quickly and smoothly.
However, even the best shipping provider can occasionally run into problems in very rare cases.
Our promise: the free replacement delivery
If your parcel arrives late through no fault of your own and the food has spoiled as a result, we will of course not leave you and your furry friend high and dry! In this case, simply contact our support team, and we will arrange a free replacement delivery straight away.
When does the replacement delivery not apply?
We kindly ask for your understanding that we cannot cover the costs of a replacement delivery if the delay is your own fault. This is the case if:
An incorrect or incomplete delivery address was provided when placing the order.
The parcel could not be received or collected over several days and no alternative pickup location (Wunschort) has been set up with the shipping provider
What to do in an emergency?
If you see in the tracking that your parcel is stuck, or it has already arrived thawed: ideally, take a quick photo of the condition of the contents and contact us at https://www.hellobello.at/pages/kontakt and we will find a solution!
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