Customer Registration
User Login
Shopping and Checkout
My Account and Payment
Shipping
Email Subscriptions
Customer Experience
If you do not have a customer account with us, you will have to complete a new customer application at https://apply.royalcanin.com. Depending on the type of account you are applying for you will be required to provide information related to your type of business in order for us to approve your application. After you have a customer account you will still need to register your account to shop on the site.
If you created a Username and Password during the application process, please log-in to shop at https://my.royalcanin.com.
If you did not create a Username and Password during the application process, please finish your account set-up at https://my.royalcanin.com/MyAccount/CreateAccount
It may take up to 2-3 business days for the customer application to be approved. Once your username and password have been created and your application submitted and approved, you will receive a Customer Registration Email. At that time, you will be able to shop at my.royalcanin.com.
Please note, your Customer Registration Email might be filtered to your junk mail, so please review this folder as an initial step. If it is not there, please contact our Client Care team at (888) 213-4486, select option 1 for further assistance.
No, you are not required to use an email address as your username.
If you are tax exempt, please attach the relevant documentation to validate your status and ensure the sales tax is waived on your order. Acceptable forms of documentation include:
* Resale Certificate (Note: This is not valid for non-profit organizations.)
* Sales Tax Exemption Certificate
* Federal 501(c)(3) Document
* Other applicable proof of non-profit status
Additionally, specific documentation is required depending on your customer type:
Veterinary Clinics: A copy of the prescribing DVM’s license is required.
Vet Clinic Employee Discount Program: Please provide your Veterinary Clinic’s full Account No., formatted as VET-XXXXX-XXX.
University Feeding Program: Have your University Account No. available, which is in the format VET-SSVUNV-XXX.
Royal Canin Associate Feeding Program: Provide your CHRIS ID and Cost Center, details of which are provided during New Associate Orientation.
For instructions on updating new ship-to account numbers or other queries, please contact Client Care at (888) 213-4486, select option 1
For assistance in completing a saved application, please reach out to Client Care at 1-888-213-4486, select option 1. Kindly provide the application number or the email address used to begin the application. It's important to note that the application must be completed by the customer to agree to the terms and conditions.
In order to create your site login you will need to confirm that your Customer Account has been created. Depending on your customer type, it can take up to 2-3 business days for the customer application to be approved and for you to receive the confirmation email. If you do not receive a customer registration confirmation email after 3 business days you may contact our Client Care team at (888)-213-4486, select option 1 to review the status of your application.
Yes, you can edit your email address. However, if your email address is also your username, your username cannot be updated.
If you have forgotten your username, simply click the link for "Forgot Username?" on my.royalcanin.com below where you would typically sign in. Upon clicking this link, you will be prompted to select your customer type, and provide additional information depending on your customer type to validate your identity. Your username will be emailed to you.
If you have forgotten your password, we can help you reset it. Simply go to my.royalcanin.com and click the link for "Forgot Password?" below the "Sign In" button. Upon clicking this link, you will be prompted to select your customer type and enter your username to begin the process of validating your identity and resetting your password. If you don't remember your username, please see the FAQ for retrieving a forgotten username. Once validated, you will receive a "Password Reset" email with a unique link that will expire in 2 days if no action is taken.
After five unsuccessful login attempts, your account will temporarily lock to ensure your security. Please allow 15 minutes for automatic unlocking before attempting to log in again. For password reset or username retrieval, please see above topics . If you require further assistance, don't hesitate to reach out to Client Care at (888) 213-4486, option 1.
For enhanced security, we do not store your credit card information. Instead, we collaborate with CyberSource, a reputable processor, for all transactions. Your convenience is guaranteed through an encrypted token, facilitating future purchases seamlessly while keeping your card details secure. Even in the rare event of a breach, your card information remains protected, as our token does not include any sensitive data.
At this time, we are not offering online return requests. Returns may only be requested by contacting our Client Care Team or calling (888) 213-4486, select option 1.
You can view processed returns by visiting the Invoice History page in My Account. Processed returns will have an invoice number of SCRP-RSC-xxxxxxx. Please allow up to 7 business days for your account to be credited. If you do not see your credit invoice after the allotted time, contact our Crown Partners team or call 844-673-3772 for further assistance.
This is not currently available. You can conveniently choose to reorder a previous order via the Order History section. Favorites can also be utilized for frequently ordered products as well.
Yes, every step of the Royal Canin online ordering process that requests credit card information employs secure socket layer (SSL) encryption, as well as follows Payment Card Industry Data Security Standards (PCI Compliance). These two standards ensure that your credit card information is unreadable should anyone attempt to intercept it.
Order history can be found by logging into your account and hovering over 'My Account', at the top right of the page , and clicking on 'Order History'.
No, your saved credit card will not appear at checkout for security purposes. You will need to enter your credit card information to place an order.
Favorites can be found by logging in, hovering over ‘My Account’ at the top right of the page and clicking on 'My Favorites'.
Please contact the Client Care team or call (888) 213-4486 for further assistance.
You can recycle your wet food cans the same way you would recycle any aluminum can such as a soup can. For your dry food bags, TerraCycle® and Royal Canin have partnered to create a free recycling program for Royal Canin pet food packaging as well as a fundraising opportunity for participants. Learn More
No, we will not share your email. Royal Canin takes your privacy very seriously; please refer to our Privacy Statement for further details on how we use your information.
You can unsubscribe or update your email preferences by hovering over ‘My Account' then selecting ‘Email Preferences'. Once there, you can select which communications to opt in or out of. Please note that you will still receive order-related emails even if you unsubscribe from marketing communications emails.
We welcome all feedback and strive to offer the best customer experience possible. While on my.royalcanin.com you may be offered an option to take a survey, if so, this is a great option to provide feedback.
Please use the most current browsers for Google Chrome, Mozilla Firefox, Microsoft Edge or Safari for an optimal shopping experience on https://my.royalcanin.com. Please note the site does not support Internet Explorer versions 8,9, and 10.
