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/Account/Register
Once your application has been submitted and approved, you will receive a Customer Registration Approval Email. You will take the Customer Number and billing ZIP Code provided on this email to register your account on the my.royalcanin.com site - see the FAQ for If I have a customer account, how do I get online shopping access? to complete this step.
For Vet customers, it can take up to 2-3 business days for the customer application to be approved.
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 or [email protected] for further assistance.
No, you are not required to use an email address as your username.
There is a separate field for email address which you may use to maintain your email address. This field cannot be used to login to the site.
If you are tax exempt, you will need to attach documentation that validates your tax exempt status so we can be sure to wave the sales tax on your order. Here are acceptable forms of documentation:
We also require additional documentation or information by customer type:
Your District Manager can access this information in order to assist you, however, you are responsible to complete the application and agree to our terms & conditions electronically.
If you are a VET, Veterinary Sister Clinic, Shelter (tax exempt) or Professional Feeding Program (tax exempt) once your application has been submitted and approved, you will receive a Customer Registration Approval Email. You will take the Customer Number and billing ZIP Code provided on this email to register your account on the my.royalcanin.com site - see the FAQ for If I have a customer account, how do I get online shopping access? to complete this step.
If you are a Royal Canin Associate Feeding Program, Cat Breeder, Dog Breeder, University Student Discount Program, Banfield Associate Feeding Program, Shelter (taxable), or Professional Feeding Program (taxable) once your username and password have been created and your application submitted and approved, you will receive a Customer Registration Email. You may now shop at my.royalcanin.com site.
For Vet customers, it can take up to 2-3 business days for the customer application to be approved.
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 the Client Care team at (888) 213-4486, select option 1 or [email protected] for further assistance.
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 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 failed attempts to login, your account will be locked for your protection. If your account is locked, please wait at least 15 minutes for your account to automatically unlock before attempting to sign in again. If necessary, see the FAQs for resetting your password and retrieving your username. You may contact Client Care at (888) 213-4486, select option 1 or email [email protected] for further assistance to unlock your account.
For security reasons, we do not store your credit card information. We have selected CyberSource, one of the most secure and reputable credit card processors, to process all your credit card payments. We do store an encrypted token which allows you to purchase again without the need to re-enter your credit card information.
Even if our entire site was compromised, your credit card information would not be accessible because the token we possess does not have any credit card numbers stored within it.
Unfortunately, at this time we are not offering online return requests. Returns may only be requested by calling our Client Care Team at (888) 213-4486, select option 1 or send an email [email protected].
You can view processed returns by visiting the "Invoices" page in My Account. Processed returns will have an invoice number of SC-xxxxxxx.
Please allow up to 7 business days for your account to be credited.
This is not currently available. You can conveniently choose to reorder a previous order via Order History section or through your Recently Purchased items on the homepage. Favorites can also be utilized to place 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 in, accessing ‘Account Dashboard’ at the top right of the page, and clicking on the 'Order History' link.
Favorites can be found by logging in, accessing ‘Account Dashboard’ at the top right of the page and clicking on the ' My Favorites' link.
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.
Please contact the Client Care team at (888) 213-4486 or email [email protected] for further assistance
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 going into ‘Account Dashboard‘ then ‘Email Preferences‘ and unsubscribe from marketing communications. Please note that you will still receive order-related emails even if you unsubscribe from marketing communications emails.
Invoice History can be found by logging in, accessing ‘Account Dashboard‘ at the top right of the page, and clicking on the ‘Invoice History‘ link.
Yes, you may print invoices, order confirmations, favorites lists, etc via the print icon. There is also an option to email the documents via the envelope icon throughout the site.
We welcome all feedback and strive to offer the best customer experience possible. You may Click here directly to provide your feedback. Alternatively, while on my.royalcanin.com you may be offered an option to take a survey, if so, this is another great option to provide feedback.
Yes, our sites are designed to be mobile and tablet responsive.
Please use Internet Explorer v11.0 or higher or the most current browsers for Google Chrome, Mozilla Firefox, or Safari for an optimal shopping experience on https://my.royalcanin.com