1. Company and Brand Identification
- What is dogmatiernahr?dogmatiernahr is an established commercial brand owned and operated exclusively by Dogma-Tiernahrung GmbH, a corporate entity legally registered and domiciled in Germany. All commercial activities conducted via www.dogmatiernahr.com are managed under the direct responsibility of our corporate entity.
- How can we contact customer support?For official inquiries and support correspondence, you can reach us via our official corporate email address (dispute@dogmatiernahr.com) or by telephone at +49 35295268800. Our operational headquarters are located at Gewerbering 25-27, 01809 Dohna, Germany.
2. Payment Methods and Checkout
- What payment methods are accepted on the website?To facilitate secure checkout transactions, we accept major credit and debit cards, including Visa, Mastercard, and American Express, alongside digital payment solutions such as Apple Pay, Google Pay, and other electronic wallets. All financial transactions are processed securely through our designated payment processing infrastructure.
3. Shipping, Logistics, and Delivery
- Which regions do you ship to, and which carriers do you use?We serve customers across the European region in collaboration with professional carrier partners, including DHL, FedEx, and UPS Priority services.
- What is the standard delivery timeframe?Estimated standard transport time for European destinations is approximately 5 to 8 working days.
- How do I track my order progress?At key operational milestones—including order dispatch, arrival at logistics distribution nodes, and local final delivery—automated tracking notifications are sent directly to the email address provided by the customer during checkout to keep them informed of shipment movement.
- What happens if a shipment exceeds the standard delivery time?If an order exceeds the standard transport time, we will initiate a formal investigation with the respective carrier. Depending on the findings of the carrier investigation, appropriate measures, including full reimbursement or replacement dispatch, will be coordinated.
4. Returns, Withdrawals, and Refunds
- What is the policy regarding the Right of Withdrawal?In accordance with European and German consumer protection legislation, consumers within the European Union are entitled to a statutory 14-day Right of Withdrawal without providing any justification. To exercise this right, customers must submit an unequivocal statement to our official corporate email address (dispute@dogmatiernahr.com) within the 14-day statutory window.
- How are damaged or defective items handled?If a customer receives an item exhibiting flaws, defects, or transport damage, they may contact our support team via email by providing photographic evidence of the issue. Upon verification of the photographic documentation, we will process a full refund or a replacement dispatch for the affected order without requiring the physical return of the damaged item.
