Questions & Answers
Here you’ll find answers about ordering, shipping, packaging & cooling, payments, pick-up options and much more.
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Order
How can I change the delivery or pickup date?
As long as your order has not yet entered production, you can change the delivery or collection date yourself at any time, either via the “Change delivery / collection date” link in the order confirmation or directly in your customer account.
Can I cancel an order?
Yes, as long as your order has not yet entered production, you can cancel it in full. Use the “Cancel order” link at the bottom of your order confirmation or cancel the order directly in your customer account. Individual items or quantities cannot be cancelled or changed.
Shipping
Which delivery service do you use to send the items?
We ship all packages with Planzer package
How is the order shipped?
We have a chilled, ecological packaging concept and ship with a Planzer package.
What happens if I don't receive my order?
If this situation should once arise, we shall not leave you alone certainly, but solve the problem together as quickly as possible, whether it would be a replacement delivery or a cancellation.
Is cooling guaranteed?
Yes, cooling is guaranteed at all times thanks to our ecological packaging concept.
Can I determine the shipping date by myself?
Yes, you can determine it by yourself within a certain period of time. Simply select a suitable date and complete the order.
How much will the transportation cost me?
Please visit our shipping information page.
What can I do with the packaging? Should I hand it back?
For sustainability, we reuse clean and undamaged boxes multiple times.
When can I pick up my order?
You can pick up your order from Monday to Saturday, between 5:30 p.m. and 10:00 p.m., at Gasthof Ochsen, Dorfstrasse 32, 5242 Lupfig.
Payments
Why do I see a 20% weight reservation in the checkout?
With payment methods such as credit card, Postcard or Twint, there is a reservation of +20% in the checkout.
Why can't I pay by invoice?
Due to the fact we work with a billing service providers, you may not be registered with them, because of a possible recent change of residence, or some other discrepancy.
Do you have a minimum order value?
No, we don't, and shipping is free for orders over 150 CHF.
Products
Can I also order by phone?
No, the order must be placed ONLINE, since the whole process is structured in this way, from stock management to the payment and shipping process.
Can I buy directly from you on site?
No you can't, we don't have a shop, it's only ONLINE . However, you can place the order online and pick up the goods from us in Lupfig at the specified time.
Do you also deliver on Mondays and Sundays?
No, we deliver goods to you from Tuesday to Saturday, but you can pick them up from us in Lupfig Monday to Saturday at the specified time
Do you deliver throughout all the territory of Switzerland?
Yes, including the Liechtenstein.
If I order a meat platter like Chinoise, when do I have to order it to receive it tomorrow?
As we carefully hand cut a Fondue Chinoise meat platter, we require a certain period of time to prepare this item. Briefly: Ordered by 10 a.m., delivered tomorrow.
Are the products fresh or frozen?
We offer both variants. Simply choose a category and use the filter options and in this case set the filter under status.
Do you have grass fed meat (Gras Feed)?
Yes we have got that. As an example: Choose the category beef, then you can see various filter options open on the left side. Scroll down to the Feeding filter, now click on Grass and you will only see grass feeding products.
Are the products delivered vacuum packed?
Yes, all of our products are hermetically sealed
Why are the Second Cuts frozen?
Because the demand is very high and we want to offer all our customers the same high quality, this is the best way to guarantee perfect storage, which is even more crucial for second-choice items.
Why aren't the grammages always the same?
We are talking about a natural product that is not always the same and therefore cannot always be portioned in exactly the same way.
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We’re happy to help you personally.