HELP & INFORMATION
Frequently asked questions
Can’t find your question? Feel free to contact us.
Ordering & payment
Which payment methods can I use?
You pay in the secure Shopify checkout. All current payment methods are shown at the bottom of the site and at checkout.
When is my order processed?
On weekdays we process orders right away. Ordered before 13:00? Your order ships the same day.
Can I change or cancel my order?
Contact us as soon as possible via e-mail or WhatsApp. As long as your parcel has not shipped, we will adjust it for you.
Is paying safe?
Yes. Payment runs through Shopify’s secure checkout: we never see your payment details.
Products
Are the snacks really 100% natural?
Yes, our snacks are dried meat and fish without artificial colours, flavours or preservatives. You can find the composition on every product page.
From what age are the snacks suitable?
Most snacks are suitable from about 8 weeks, as soon as a puppy fully eats solid food. Choose a size that fits your dog and always supervise chewing.
My dog has an allergy: what now?
Choose a single-protein snack such as horse, rabbit or duck. The full composition is on every product page. Not sure? Send us a message.
How do I store the snacks?
Dry, dark and preferably airtight. Unopened they keep for months: the best-before date is on the packaging.
How much may I give?
Snacks are a treat, not a meal: keep them at roughly 10% of the daily intake and adjust the main meal a little on generous days.
Shipping
What are the shipping costs?
Shipping is €7.95 plus €1.00 handling fee, via DPD. Orders from €55 ship for free.
How fast will my order arrive?
Ordered before 13:00 on a weekday: shipped the same day.
Can I track my order?
Yes, you receive a track & trace link by e-mail as soon as your parcel ships.
Returns & guarantee
What is the return policy?
You have a 14-day cooling-off period. For hygiene reasons, food can only be returned unopened and in its original packaging.
How do I return something?
E-mail retouren@canissnacks.com with your order number and we will send you the return instructions.
My order arrived damaged or wrong, what now?
Send us a photo within 48 hours and we will fix it with a replacement or refund.
I have a complaint, where can I go?
Mail info@canissnacks.com or send a WhatsApp message. We respond within 24 hours on weekdays.
Still have a question?
We are here for you every day from 9:00 to 21:00.