FAQ

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.

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


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 our Customer Care team at (888) 213-4486, select option 1 or order.usa@royalcanin.com for further assistance.


Does my username need to be an email address?

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.


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.


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


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


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.

What if I’ve forgotten my username?

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.


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


How do I know when my return has been processed?

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.


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.

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.


How do I find my Order History?

Order History can be found by logging in, accessing ‘My Dashboard’ at the top right of the page, and clicking on the 'Order History' link.


Where do I find my Favorites?

Favorites can be found by logging in, accessing ‘My Dashboard’ at the top right of the page and clicking on the ' My Favorites' link.

Who do I contact for delivery issues?

Please contact the Customer Care team at (888) 213-4486 or email order.usa@royalcanin.com for further assistance

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.


How do I unsubscribe from marketing-related emails?

You can unsubscribe or update your email preferences by going into My Account Section - Manage 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.

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.


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

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


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

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