Shipping policy

Shipping Policy

This Shipping Policy explains how orders are processed, shipped, and delivered by AFI Group PS, Danmark Protein / ARLA FOODS AMBA.

1. Order Processing

Orders are normally processed within 1–3 business days after payment has been successfully confirmed.

Orders placed on weekends or public holidays will be processed on the next business day.

During promotional periods, holidays, or periods of unusually high order volume, processing may take slightly longer.

2. Shipping Destinations

We currently ship to eligible addresses within Denmark, the European Union, and selected international destinations.

Some products may be subject to shipping restrictions based on their size, weight, contents, or the destination country.

3. Estimated Delivery Times

Estimated delivery times after dispatch are:

  • Denmark: 2–5 business days
  • European Union: 5–10 business days
  • International destinations: 7–15 business days

These delivery periods are estimates and do not include order-processing time. Delivery may be delayed due to customs inspections, public holidays, severe weather, carrier disruptions, or other circumstances outside our reasonable control.

4. Shipping Costs

Shipping costs are calculated based on the destination, package weight, product size, and selected delivery method.

The applicable shipping fee will be displayed during checkout before you complete your purchase.

If free shipping is available, the applicable conditions will be clearly displayed on the product page or during checkout.

5. Order Confirmation and Tracking

After placing your order, you will receive an order confirmation email.

Once your order has been dispatched, we will send you a shipping confirmation email containing available tracking information. Tracking updates may take up to 48 hours to appear after dispatch.

6. Address Accuracy

Customers are responsible for providing a complete and accurate delivery address.

Please contact us immediately if you notice an error in your shipping information. We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

Additional shipping costs caused by an incorrect or incomplete address may be charged to the customer.

7. Delayed Orders

Delivery dates are estimates and are not guaranteed unless expressly stated otherwise.

If your order has not arrived within the estimated delivery period, please check the tracking information and contact us at arla@arlafoods.com.

Please include your full name and order number so that we can assist you.

8. Lost Packages

If tracking shows no updates for an extended period or you believe that your package has been lost, please contact us.

We will investigate the shipment with the relevant delivery provider. Depending on the investigation result, we may offer a replacement, refund, or another appropriate solution.

9. Damaged Packages

Please inspect your package immediately after delivery.

If your order arrives damaged, please contact us as soon as possible and provide:

  • Your order number;
  • A description of the damage;
  • Clear photographs of the product;
  • Photographs of the shipping package and label.

Please keep all original packaging until your claim has been reviewed.

10. Delivered but Not Received

If tracking shows that your package has been delivered but you cannot locate it, please:

  1. Check around the delivery location;
  2. Ask household members or neighbors;
  3. Check with the carrier or local collection point;
  4. Contact us if the package is still missing.

We will assist with the carrier investigation where possible.

11. Failed Delivery and Unclaimed Packages

If delivery fails because the address is incorrect, access is unavailable, the recipient refuses delivery, or the package is not collected on time, the package may be returned to us.

Any refund will be handled after the returned package has been received and inspected. Original shipping charges and reasonable return costs may be deducted from the refund where permitted by law.

12. Customs, Duties and Taxes

Orders delivered outside the European Union may be subject to import duties, customs fees, or local taxes.

Unless otherwise stated during checkout, these charges are the customer’s responsibility and are determined by the destination country’s customs authority.

We are not responsible for delays caused by customs clearance.

13. Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order.

We will try to accommodate your request, but we cannot guarantee changes or cancellations after processing or dispatch has begun.

14. Separate Shipments

Orders containing multiple items may be shipped in separate packages. If this happens, you may receive more than one shipping confirmation or tracking number.

You will not be charged additional shipping fees solely because we divide an order into multiple shipments.

15. Contact Information

For questions regarding shipping or delivery, please contact us:

Trading Name: AFI Group PS, Danmark Protein
Legal Company Name: ARLA FOODS AMBA
Email: arla@arlafoods.com
Telephone: +45 99 94 44 44
Business Address: Sønderupvej 26, Sønderup, 6920 Videbæk, Denmark
Business Registration Number (CVR): 25313763
VAT Number: DK25313763