The most frequently asked questions!
Where is my delivery? How long does delivery take?
We currently need approx. 5-10 days to process your order. Due to the currently very high order volume, there are unfortunately occasional delivery delays. We strive to deliver your order as quickly as possible. However, depending on the influx of inquiries to be prepared and sent, the usual delivery time may be slightly longer. If there is a delay, we will inform you by email.
As soon as we have handed over your delivery to our shipping service provider, you will receive a shipping confirmation by email with a link to track the shipment.
The delivery time for your order also depends on the shipping method and whether your item is delivered via DHL standard shipping or by a freight forwarder. You can check the shipping method either on the item's detail page, in the order confirmation email under "Shipping" or in My Account.
Why haven't I received all the items I ordered yet?
We are sorry if your order has not yet been fully delivered.
Your order may arrive in multiple packages if not all items fit in one package.
As a rule, all packages are delivered in the same way. Please check the shipping confirmation email or in My Account to see whether a package is still on its way to you.
My delivery is damaged, what can I do?
During transport it can happen that something breaks inside the box due to an impact, for example.
If you have received a defective item, please fill out our contact form so that the damage can be checked.
Please do not dispose of the item until you have received feedback from us.
I no longer want some items. How can I cancel or return my order?
Once you have placed your order, it can unfortunately no longer be changed by you or our customer service.
If you no longer want some of the items from your order, simply send them back to us within 14 days of receipt and you will receive a refund (if you have already paid).
You will find the return slip in the package. Please note that perishable goods such as fresh barley grass cannot be returned or cancelled.
If you would like to return one or more items, please fill out our contact form or simply send the items back to us.
Answers by topic
Order and delivery
Where can I find out when my order will be shipped?
As soon as your order has been packed and handed over to our shipping service provider, you will receive a separate confirmation by email to the email address that you provided with your order or with which you are registered with us.
You can find information and shipment details about your order in “My Account” under “My Orders” if you have registered.
Why haven't I received all the items I ordered yet?
We are sorry if your order has not yet been fully delivered.
Your order may arrive in multiple packages if not all items fit in one package.
As a rule, all packages are delivered in the same way. Please check the shipping confirmation email or in My Account to see whether a package is still on its way to you.
My delivery is damaged, what can I do?
During transport it can happen that something breaks inside the box due to an impact, for example.
If you have received a defective item, please fill out our contact form so that the damage can be checked.
Please do not dispose of the item until you have received feedback from us.
Is there a minimum order value and shipping costs for my order?
We do not have a minimum order value.
We generally charge shipping costs for every order under 75€
From 75€ you can shop with free shipping.
For orders with a total weight exceeding 31 kg, two or more packages will be sent depending on the weight (maximum weight per package 31 kg).
What shipping and delivery options are there?
Standard shipping via DHL
- In most cases, we ship your order as a package with DHL Go Green within 5-10 working days
- DHL Go Green is used for outbound shipments of goods
What is DHL Go Green?
By using DHL Go Green, we as a retailer contribute to climate-neutral shipping by investing in climate protection projects to offset CO2 emissions. You can find more information about this on DHL .
Standard shipping via Hermes
- We regularly ship some products with Hermes within 5-10 working days.
What payment options are there?
We offer you the following payment methods for your purchase in the online shop:
- Purchase on account (Klarna)
- Installment purchase (Klarna)
- Installment purchase - rodent farm 0% interest
- PayPal
- Credit card
- Payment in advance - rodent farm
- Apple Pay / Google Pay / Shop Pay and more...
More information can be found here .
Returns and complaints
Returns and Returns
You can send your goods back within 14 days if you don't like them or if they are defective. Please pack everything well again. The ready-to-ship package can be dropped off at a branch, sales point or packing station of the shipping service provider.
You can find an overview of the DHL locations near you here .
As soon as your return has been received in the warehouse, you will automatically receive an invoice correction in the form of a credit note. If you have processed the returned items from your order using purchase on account / installment purchase, you will receive the mailing with your credit from our service provider Klarna. With the payment methods Amazon Pay, Paypal, credit card or the credit will be sent to you automatically by the payment service provider.
You can find all information about your return here .
claim
Do you have a complaint or a warranty claim?
You can find all information about how to proceed on our returns page
Please note that there may be longer waiting times when examining your complaint and we have to check ourselves or through the manufacturer whether the complaint will be accepted or not.
reimbursement
As soon as your return has been received in the warehouse, you will automatically receive an invoice correction in the form of a credit note.
Payment and invoice
Purchase on account and installments
Purchase on account and in installments (Klarna):
- If you have selected the purchase on account payment method for your order, you will receive the total invoice by email from our service provider Klarna.
- Please note: Once you have received the email from us confirming that your order has been shipped, it may take a few days until you receive the total invoice from Klarna by email.
- If you cannot find an invoice in your email inbox, please also check your SPAM inbox.
- Please pay the invoice amount within 14 days of receiving the invoice.
Note: Klarna's bank details will be sent to you when Klarna sends you the invoice email. Please only use these to transfer your invoice.
Purchase on installments and advance payment with Nagerfarm:
- If you pay in advance, you will receive the total invoice from us by email, together with the order confirmation.
- When purchasing on installments, you will receive a separate email with all further details.
Payment Methods
We offer you the following payment methods for your purchase in the online shop:
- Purchase on account (Klarna)
- Installment purchase (Klarna)
- Installment purchase - rodent farm 0% interest
- PayPal
- Credit card
- Payment in advance - rodent farm
- Apple Pay / Google Pay / Shop Pay and more...
More information can be found here .
Reminder despite payment or return
If you have received a reminder from our service provider Klarna despite payment being made (purchase on account or installment purchase) or return, please contact Klarna.
If you have received a reminder from Nagerfarm despite having already made a payment or return, and you paid in advance or in installments for your last order, please contact our customer service .