Frequently Asked Questions

Customer Registration
Can I edit my email address on file?

Yes, you can edit your email address. However, if your email address is also your username, your username cannot be updated.

Does my username need to be an email address?

No, you are not required to use an email address as your username. Your user name can never be edited, so choose wisely.

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.

How will I know if my customer application is denied/rejected?

If your application is declined, you will receive a ""Customer Application - Not Approved"" email immediately upon review with the reason for the decline provided.

At this point you are welcome to update your application and resubmit for approval.

If you have questions, please contact the Order Services team at (888) 213-4486, select option 1, or email order.usa@royalcanin.com.

How will I know when my customer account has been successfully created?

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 and Retail 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 Order Services team at (888) 213-4486, select option 1 or order.usa@royalcanin.com for further assistance.

I did not receive a Customer Registration Email, what do I do?

Sometimes 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 Order Services team at (888) 213-4486, select option 1 or order.usa@royalcanin.com for further assistance.

I don't have a customer number - how do I get one?

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. Please see the FAQ for If I have a customer account, how do I get online shopping access? for more information.

If you already have a Customer Account you can register your account at https://my.royalcanin.com/Account/Register.

If a customer does not have an email address, how can they sign up?

Customers are required to have an email address in order to shop on our https://my.royalcanin.com site. If you do not have an email address, please contact your District Manager for further assistance.

If I am having trouble uploading my Resale Certificate, what should I do?

Customers should contact the Order Services team at (888) 213-4486, select option 1 or order.usa@royalcanin.com for further assistance.

If I have a customer account, how do I get online shopping access?

In order to register your account you will need to access the registration page located at: https://my.royalcanin.com/Account/Register and provide all the required information. Please note that you will need to provide your customer number which can be found on your invoice. In addition, you will have to provide the billing ZIP Code associated to your account and additional information.

If I own multiple locations, how do I get each setup with online ordering access?

We need to set each location up as its own sell-to account, connected through a central billing account. The first step is to submit an application for your primary location and billing account. If this account already exists, please proceed by completing an additional application for each location, using the "Additional Sell-To Location” option at https://apply.royalcanin.com.

Is there a way for me to create my site login if I don't receive my Customer Registration email?

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 Order Services team at (888)-213-4486, select option 1 to review the status of your application.

What do I do if I select the wrong customer type when starting my customer application?

The application will need to be deleted and restarted. Please contact the Order Services team for assistance at (888) 213-4486, select option 1 or order.usa@royalcanin.com.

What documents or information do I need to get started with my customer application?

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:

  • Resale Certificate – NOTE: This is not acceptable for non-profit organizations.
  • Sales Tax Exemption certificate
  • Federal 501( c)3 document
  • Other proof of non-profit status, if applicable

We also require additional documentation or information by customer type:

  • Veterinary Clinics - A copy of the prescribing DVM’s license
  • Clinic Feeding Program - Have your Veterinary Clinic’s full Account No available. This is found in a VET-XXXXX-XXX format.
  • University Feeding Program - Have your University Account No available. This is found in a VET-SSVUNV-XXX format.
  • Banfield Associates - Have your FIDO ID and Banfield Store No available. Please reach out to Banfield Corporate-HR for any questions regarding this information.
  • Royal Canin Associates - Have your CHRIS ID and Cost Center available. This information is provided during New Associate Orientation.
What if I forget to, or am unable to upload my documents when completing my customer application online?

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.

Where can I find the Resale Certificate form to complete my application?

If you are tax exempt, you can download a Resale Certificate during the application process, complete it, and upload it electronically to your application. The form is also available to download below.
 

Download Multi-State Resale Certificate

Who do I contact to receive an update on my application status?

It can take up to 2-3 days to receive a response on your application. If it has been longer than 3 days, you may contact the Order Services team at (888) 213-4486, select option 1 or order.usa@royalcanin.com.

Why is my account blocked? What does that mean?

Your account may be blocked due to a payment that is past due or another issue. Please contact contact Order Services at (888) 213-4486 or email Order.USA@RoyalCanin.com as soon as possible to rectify the issue so your account can be unblocked for ordering.

User Login
How many failed login attempts do I have before my account is locked out?

After five failed attempts, the account will be locked. Please see the FAQs for how to have an account unlocked.

What do I do if I am locked out of my account?

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 Order Services at (888) 213-4486, select option 1 or email order.usa@royalcanin.com for further assistance to unlock your account.

What if I've forgotten my password?

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.

What if I’ve forgotten my username?

If you have forgotten your username, simply click the link for "Forgot Username?" 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.

Shopping and Checkout
Can an order confirmation email go to a different email than what is on the customer record?

Yes, you can change this during checkout on the ‘Address’ page under the Billing Information section via the “Email Address” field. This won’t change the email record permanently, but will be stored for that order and will send the Order Confirmation to that email address.

Can I add products to Cart directly from products list view or search results?

Yes, you can add products to cart directly from the products list view and search results. You will need to select product weight (if applicable), update the quantity and click the 'Add to Cart' button.

Can I add products to Cart when using the compare feature?

Yes. First click compare and then, same as with the list view and search results, you can Add to Cart from the compare screen.

Can you save multiple orders?

Yes, you can do this by clicking “Save Order” in your shopping cart. You can return to your previously saved orders in My Account.

Do you save my credit card information?

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.

How do I know when my return has been processed?

You can view processed returns by visiting the Invoices tab in My Account. Processed returns will have an invoice number of SC-xxxxxxx. Processed returns are also be visible on your monthly billing statement.

How do I return a product online?

Unfortunately, at this time we are not offering online return requests. However, as we continue to improve and add additional functionality to our website, returns may only be requested by calling our Order Services Department at (888) 213-4486, select option 1 or email order.usa@royalcanin.com.

How frequently is inventory status updated?

Product inventory is refreshed every hour.

Is auto-ship ordering available?

This is not currently available. You can conveniently choose to reorder a previous order via Order History section. Favorites can be utilized to place frequently ordered products as well.

What is the typical time that the order status should show ‘Processing’ on the site?

Once an order ships, Order Status will change from 'Processing' to 'Shipped' and this generally takes 1-2 business days, but could take longer in some circumstances. If you have any questions about your order, please contact Order Services at (888) 213-4486, and select option 2 or email order.usa@royalcanin.com.

My Account and Payment
How do I find my Order History?

Order History can be found by logging in, accessing ‘My Account’, and clicking on the 'Order History' button.

Is the credit card information I submit secure?

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.

Were favorites migrated over from Gateway?

Yes, Favorites were migrated over from Gateway and are entitled “Gateway Favorites” in the ‘Favorites’ section of ‘My Account’.

Where can I access my Saved Orders?

Saved Orders can be found by logging in, accessing ‘My Account’, and clicking on the 'Saved Orders' button.

Where do I find my Favorites?

Favorites can be found by logging in, accessing ‘My Account’ and clicking on the 'Favorites' button.

Why is my order total a different amount when my credit card settles?

Your credit card is authorized for the full amount of the order. If items are subsequently cancelled by the warehouse, the total settled amount will reflect those changes.

Email Subscriptions
Can I change the email address where I receive emails?

By default we use the email address you provided during account creation. You are free to change your email address for marketing communications in the “Account Settings” section in “My Account”. Please note that changing your email address will not change your username for logging in to the site or where we send order-related emails.

How do I opt-in for marketing-related emails?

When logged in to your account, you can opt-in for marketing-related communications in a couple of different ways.

  1. If you are currently not subscribed to receive marketing emails, you can opt-in by checking the “Subscribe to Receive Royal Canin Exclusive Promotions and Newsletters” checkbox on the footer of any page within the website.
  2. Alternatively, you can manage your email communications subscription settings through Account Settings in My Account.
How do I unsubscribe from marketing-related emails?

There are two ways to unsubscribe from marketing email communications from Royal Canin. First, from within any marketing email you have received from Royal Canin, there is a link to unsubscribe at bottom of the email. Alternatively, once logged in, you can access “My Account” by hovering over your username at the top right of any page and navigate to “Account Settings”, where you can manage your email communications subscription settings.

If you change your mind and would like to re-subscribe, you can opt-in by checking the “Subscribe to Receive Royal Canin Exclusive Promotions and Newsletters” checkbox on the footer of any page within the website or within the “Account Settings” section in “My Account”.

Please note that you will still receive order-related emails even if you unsubscribe from marketing communications emails.

I unsubscribed and I’m still receiving marketing emails – what should I do?

Please call Order Services at (888) 213-4486, option 1 and an agent will be happy to assist you.

If I subscribe to receive Royal Canin exclusive promotions and newsletters, what will I receive?

Depending on your customer type (vet, retail, etc.), we have different newsletters that are tailored to update you on new product offerings, promotions, and insights most relevant to your needs.

Will unsubscribing remove me from all email lists?

Unsubscribing will remove you from all marketing-related email lists, however you will still continue to receive emails related to orders. Please allow 24 hours to be removed from all marketing-related email lists.

Will you be sharing my email address?

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.

Shipping
What are Order Notes? Are they visible on the packing slip?

Order Notes are merely a place for a customer to make a note on an order they are placing. Order Notes are for customer use only and will not pass through to fulfillment centers or delivery service.

Who do I contact for delivery issues?

Please contact the Order Services team at (888) 213-4486, option 2 or email order.usa@royalcanin.com for further assistance

Customer Experience
Can I shop on my.royalcanin.com on my tablet or smartphone?

Yes, our sites are designed to be mobile and tablet responsive.

I have a suggestion for improvement – how do I let you know?

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.

What browsers or devices should I use to optimize my shopping experience?

Please use Internet Explorer v9.0 or higher or the most current browsers for Google Chrome, Mozilla Firefox, or Safari for an optimal shopping experience on https://my.royalcanin.com.