Royal Canin

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 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

 

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 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.

 

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
  • Vet Clinic Employee Discount 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.
  • Royal Canin Associate Feeding Program - 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?

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.

 

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  Client 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.