Frequently Asked Questions

Where can I get a measuring cup from?

With pet obesity a growing concern reducing our pets’ quality of life and life expectancy it is important to be as accurate as possible when it comes to feeding them.

Although measuring cups can be used as a guide, they offer significant daily variation between meals (on average 20% more or less food per serving*). Additionally 80% of owners overfeed when using a measuring cup* therefore we do not recommend using them.

Due to this level of inaccuracy, our recommendation is to weigh out the daily allowance of food using digital scales, this ensures your pet is receiving the correct amount of food each day. These amounts may change due to life stage, activity level or whether the animal has been neutered, therefore to maintain their ideal body condition throughout life we advise to weigh your pet regularly and adjust feeding amounts where necessary.

*AJ German et al. Imprecision when using measuring cups to weigh out extruded dry kibbled food. Journal of Animal Physiology and Animal Nutrition (2011); 3(11):368-373.
** kibblequeen.com/banthecup/

Do you offer coupons or samples of ROYAL CANIN® diets?

Occasional offers may be available on some of our products. To be kept up to date on any of these promotions, check with your local pet retailers or veterinarian, check on our online shop, subscribe to our newsletter, or follow us on social media. We do not provide samples, however we are so confident that your pet will love our food that we have a Satisfaction guarantee . That means that, in the unlikely event your pet refuses to eat their ROYAL CANIN® diet, we can offer 100% money-back on all products, with support from our retail partners. Terms and conditions apply and are available in the "What is the satisfaction guarantee?" FAQ.

How should I store my pet food?

The satisfaction of the kibble remains at its best for one month after the bag is opened, however, it will be fine for up to 6 weeks so long as the bag is stored properly. Dry diets should be stored within an air-tight container.

Once opened they should remain in the original bag, in the airtight container and resealed between feedings.

Most small bags have a re-sealable zipper, however, if the bag does not have this feature, it’s recommended to close the original bag as best as possible and keep the product in an airtight container. Once the diet has been left out at room temperature for your pet, the uneaten kibble should be discarded after 24 hours maximum.

Our wet diets once opened and given to the pet, should be discarded after a maximum of 2 hours.

Canned diets, once opened, need to be covered with a tin cover, and refrigerated in an air-tight container, pouches should be closed and placed into an airtight container, stored upright in the refrigerator. Once opened, wet diets should be used within ideally 48 hours, or 72 hours maximum.

When refeeding your pet from an opened tin/pouch, please check before use to ensure that there are no obvious changes to the appearance of the diet.

If your pet doesn’t like cold food, try warming it to room temperature before feeding. (Please note: if you use a microwave put the product in an appropriate microwave-safe container and always check the temperature before feeding, it should be heated for no more than 10 seconds).

Please remember to wash your pet’s dish regularly, as remaining food particles can attract bacteria and insects.

What is the Satisfaction Guarantee?

We are so confident that pets will love ROYAL CANIN® that we offer a 100% money back guarantee on the satisfaction of our food. Terms and conditions apply:

1. The Satisfaction Guarantee can be used when your pet is refusing to eat the food on your first purchase of the product.

2. Satisfaction Guarantee is only applicable to either dry or wet:

One single bag of ROYAL CANIN® dry, in its original packaging.

One retail multipack consisting of 12/48 pouches, one case (product dependent may contain 12/24 cans), one vet one outer of 4 boxes (48 pouches) or one vet case (product dependent may contain 12/24 cans) of ROYAL CANIN® wet food.

3. ROYAL CANIN® products bought in conjunction with a promotion will be refunded at the price purchased. Promotional giveaways must be returned for the full refund to be complete.

4. It is at the retailer’s discretion to honour the Satisfaction Guarantee. For purchases made online, the return cost will be at the expense of the customer.

5. The offer is limited to one per household and to persons living in the United Kingdom or Republic of Ireland, excluding ROYAL CANIN® staff.

6. For a refund to be made you will be required to supply your retailer with the remaining contents of food or a photo in its original packaging containing at least 75% of the food (by weight), and must still be in date, a valid proof of purchase (relating to the retailer through which you are claiming a refund), a written letter (at least five lines) explaining what happened when you introduced the food along with, your name, address and contact details.

7. You may be required to fill out a request form supplying your signature and ticking an authorisation box to confirm you have read and understood how your information will be held, giving your consent to ROYAL CANIN® to hold your information for verification and auditing purposes. Please be aware ROYAL CANIN® will hold this form including the information you have supplied for verification and auditing purposes for a maximum of seven years.

8. ROYAL CANIN® will take all reasonable precautions to keep the details of your refund application secure, but unless ROYAL CANIN® is negligent, we shall not be liable for unauthorised access to the information you provide about yourself for the purpose of fulfilling your refund application, unless you agree otherwise.

9. ROYAL CANIN® reserves the right to end this activity at its discretion at any time without notice.

There are some circumstances where the satisfaction guarantee doesn’t apply:

1. Suitability will not be covered by the Satisfaction Guarantee, as this is not a product issue, it is just unfortunate that the product does not suit your pet.

2. Incorrect product ordered. Order errors are not covered under the Satisfaction Guarantee. If you have ordered or received the wrong product, please contact the retailer directly to understand their policy on refunds and replacements.

3. Change of dietary requirements will not be covered by the Satisfaction Guarantee. If you have any unopened products, please contact your retailer directly to find out if you can return the product, this will be at the retailer’s discretion.

For more information about our Privacy and Legal information please visit: www.mars.com/privacy-policy and www.mars.com/legal

What assurances can you give me about your quality and food safety?

Our quality and food safety systems are state-of-the-art and we continually invest in new technology to ensure this remains the case. All our food is made to the strictest quality requirements to ensure absolute safety.

We manufacture every pet food we sell, in plants that we own; our plants are ISO 9001:2008 certified for Quality Management and ISO 22000 certified for Food Safety.

Because cats and dogs deserve the best nutrition to remain in the best of health, ROYAL CANIN® is committed to:

Selecting the suppliers of raw materials in accordance with very strict specifications. This rigorous selection process doesn’t end with our first purchase.

Testing the quality of every ingredients before they are accepted for use in ROYAL CANIN® foods - we monitor every load delivered to our plants to verify the safety and quality of the ingredients we use to make pet food.

Only using meat from animals which are declared fit and healthy for human consumption

Quality control from the moment the raw materials enter the factory tight through to the packaging stage, thanks to systematic measures and analyses at all key stages. Rigorous testing is done on every batch of finished product in order to validate safety, nutrient composition, and quality, before our products are shipped to our customers

Providing complete traceability and identification of all ingredients

My pet is refusing to eat their food

The satisfaction of Royal Canin formulas is guaranteed. We pride ourselves on the quality and satisfaction of our diets and offer a full money back guarantee on all of them, called satisfaction guarantee (read more in the "What is the satisfaction guarantee" FAQ). If you purchase a product and your pet refuses to eat it, please return the entire uneaten portion in the original packaging to the place it was purchased as detailed in the satisfaction guarantee terms. The retail outlet or veterinary clinic, or our customer service if purchased directly from us, will reimburse you the cost, issue a credit, or replace the product with a different Royal Canin product. This means that in the unlikely event that your pet does not like our food, you can get your money back.

It is important to remember that pets, particularly cats, may be occasionally sensitive to subtle variations in diets. For a smoother, more gradual transition from one bag to another, remember to buy your new bag a week in advance to enable mixing of the current bag and the new bag together. If your pet used to like our food and refuses to eat it unexpectedly despite a gradual change between bags, please contact one of our nutritional advisors by phone or email to advise you further. If your pet is unexpectedly refusing their normal Royal Canin diet, please contact our Nutritional Helpline via Contact Us

How do I introduce my pet onto Royal Canin?

When introducing your pet onto ROYAL CANIN® or a new ROYAL CANIN® diet, as with any diet change, we recommend that you gradually introduce the new diet over 7 days to prevent any digestive upset.
DAYS 1-2 25% new diet with 75% of the previous diet
DAYS 3-4 50% new diet with 50% of the previous diet
DAYS 5-6 75% new diet with 25% of the previous diet DAY 7

100% new diet You may need to extend these transition stages depending on how well your individual pet responds.

How much should I feed my pet?

Each of our Royal Canin diets have feeding guidance which has been specially calculated to ensure a complete and balanced diet. The feeding guides are located on the back of the bag, pouch or tin. If you visit the product page on our website, a more detailed guide can be found there.

For any further questions, please contact our Nutritional Helpline via Contact Us and they will be happy to tailor the guide specifically for your pet.

Where do the ingredients in ROYAL CANIN® diets come from?

Ingredients for ROYAL CANIN® products are selected based on multiple different factors, including the suppliers’ compliance with our quality and food safety requirements, consistent availability and nutrients available.

ROYAL CANIN® is making strides towards sustainability by attempting to obtain raw ingredients as close to each manufacturing facility as possible. Find out more about our sustainability efforts.

Why do some ROYAL CANIN® diets contain grains?

Grains are an excellent source of amino acids, vitamins, minerals, carbohydrates, fibre, and fatty acids that are essential for the health of dogs and cats. Not only do they support the health of our pets helping to provide complete and balanced nutrition, but they can also be very sustainable. Grains used in pet foods are an excellent source of energy, helping to provide complete and balance nutrition. The only poorly digestible portion of a grain is usually the hull, which is why Royal Canin removes the hull and grinds the grain very finely before it’s added to any of our formula to make sure it becomes digestible.

Why is there a colour variation in the kibble?

At ROYAL CANIN®, We never use artificial colourings in our foods to keep to a conformed colour. There will be a natural variation in the raw ingredients which will be reflected in the colour of the final product. This is comparable to different colour variations you see when you purchase meat, fruits and vegetables.

What is the meat content of ROYAL CANIN® products?

“Meat” claims in pet food can be confusing.

It is common for suppliers of cat and dog food to market their products by claiming the amount of “meat” or “fresh meat”, particularly placing them as the first ingredient. According to current feed legislation, each ingredient / ingredient group in a pet food must be listed on the package based on weight before cooking in descending order. This means that “fresh meat” that naturally contains large amounts of water (approximately 75%) receives a high position on the ingredient list. This may give the impression that “meat” is the primary source of the nutritional content of the pet food. When reading an ingredient list, we should take into account that “fresh meat” contains 70-80% water. During the preparation of a “processed animal protein” as “dehydrated poultry protein” or “chicken meal”, most of this water is removed. For example, this means that 1 kilogram of fresh poultry will provide approximately 250 grams of nutrients, compared to 1 kilogram of dehydrated poultry protein which provides more than 900 grams of nutrients. A list of ingredients containing raw materials with very different water content becomes difficult to understand. Overall, you should consider moisture content whenever reading a pet food label making diet comparisons. We also recommend looking at the ‘guaranteed nutrient analysis (protein, fat, carbohydrate…) and at the nutrient digestibility when comparing diets.

Please contact our nutritional advisors team if you would like to discuss nutrition any further.

Do I need to add water to my Royal Canin diet?

The majority of our diets are designed to be fed dry, however if you wish to, you can add a small amount of warm water to soften the kibble and this can also enhance the flavours and aromas of the diet. If you do add water, use warm, not boiling water, as boiling water could damage the nutrients within the food. Also make sure that none of the water is discarded as it will contain vitamins and minerals from the kibble coating; you need to make sure your pet consumes this with the rest of their meal to ensure a balanced diet.

What is dehydrated poultry protein?

Dehydrated poultry can be a great source of protein. There are many misconceptions about using fresh meat vs dehydrated meat, but dehydration just means drying. This removes the excess water from the fresh meat which increases the overall percentage of protein, making it a more nutritionally concentrated ingredient. There are many benefits to dehydrating meat such as poultry, not only does it preserve the nutritional quality of the original fresh meat it also makes transport and storage safer, easier and less environmentally impactful. When excellent quality fresh meats are used and properly processed, the resulting dehydrated meat meal will also be of excellent nutritional quality. All animal protein used by ROYAL CANIN® is declared suitable for human consumption. Did you know, fresh meat can contain up to 85% water and only 10-30% protein. Where as dehydrated meats can provide up to 90% protein.

What are meat and animal derivatives?

Meat and animal derivatives is a labelling category that describes animal based ingredients used in pet foods (not including dairy which has it's own category). Animal derivatives are by-products of the human food industry from species typically used in the human food chain such as beef, chicken, pork and fish.

By-products can be simply defined as materials that we have an excess of in society such as offal, which is a highly nutritious ingredient enjoyed around the world, but that's less popular to eat in the UK.

In all ROYAL CANIN® products we only use high quality by-products - listed as animal derivatives in our ingredients list. Our high-quality by-products are not only safe and nutritious, they are also more sustainable as they do not compete with human food production.

How do I dispose of your packaging

ROYAL CANIN® want to improve pets' lives, placing cats and dogs' needs first to contribute to their optimal health. There is more: our nutritional approach based on nutrients enables us to consider the environmental and social impact of every single recipe we develop, whilst providing pets with nutrition of the highest quality, benefits, and safety. And our sustainability journey doesn't end there: we are working relentlessly towards improving our impact on pets, planet, and people, by making our activities more sustainable and socially responsible.

Packaging plays an important role in delivering our products to consumers. It protects finished products as they move on to customers and consumers. Packaging helps preserve the freshness of our products, conveys important legal and nutritional information, differentiates our brands on shelves, and provides consumers with recommended feeding guidelines. We are currently rethinking our approach to packaging because we believe there is no such thing as a sustainable product in unsustainable packaging.

We’re proud of our products, but deeply concerned about the impact of packaging waste on land and in the ocean. This is unacceptable and we are committed to addressing this, even if it means redesigning much of our packaging or our business models.

We have signed the Ellen MacArthur Foundation commitment. We aim to reduce our virgin plastic use by 25%, to integrate an average 30% recycled content in our plastic packaging1 and to have 100% reusable, recyclable, or compostable packaging.

1Target dependent on advancement of chemical recycling at pace and scale & alignment of food safety regulations. For more information on ROYAL CANIN® sustainability, please visit: Sustainability

For safety, once empty, please dispose of the packaging immediately into a bin out of reach.

How can I access other countries’ ROYAL CANIN® website?

To access a ROYAL CANIN® website in a different country, click on the words "United Kingdom" located at the bottom right of every page of our website. This will bring you to a world map where you can chose your country of interest.

Click on the country of your choice and you will be automatically directed to the associated ROYAL CANIN® website.

Can I purchase ROYAL CANIN® veterinary diets directly from you?

We do not sell our Veterinary diets directly to consumers. These should be fed following veterinarian recommendation and under veterinarian supervision. You can purchase them directly through your veterinary practice or through some online retailers.

You can find the link to our online trusted stockist below: www.royalcanin.com/uk/where-to-buy/online-retailers

Can I purchase ROYAL CANIN® retail diets directly from you?

Royal Canin Retail products can be bought directly through our online platform. Simply select the Products tab above and you will find navigation options to buy now. Our products are also available in pet speciality stores. If your local retailer doesn’t have the diet you require in stock, you can order online or ask them to order the specific products. You can also use our stockist finder to localise retailers selling our products.

How do I register my loyalty card?

If you haven’t done so already, you need to register to create a ROYAL CANIN® profile, and enter your details including the mobile number or email address you entered in-store when you received your card. You can then log in using your email address and chosen password. Once logged in you can add your card number by selecting the ‘Loyalty Programme’ tab, followed by the ‘Your Loyalty Cards’ tab. Enter the number and click ‘Add’.

If you haven’t registered your card you will not be able to view your points balance, recent transactions or redeem points. You will receive 400 introductory points as a thank you for registering.

How do I use my loyalty points?

In order to use your points for vouchers, you can do this in two ways.

1. Simply ask you loyalty retailer to redeem points in store instantly. They will be able to take money off of your purchase instantly.

2. You can also send yourself an email voucher from within your ROYAL CANIN® account. Login using your email address and password. Once you are logged in (as long as you are a registered Loyalty card customer), you will see a tab called Loyalty Programme. Click here where you can issue yourself a voucher by choosing the redemption value and the chosen retailer. Print this off and take it into store.

I have lost my loyalty card, how do I get a new one?

You don't actually need a physical card for our loyalty program.

The easiest way to have your membership card handy, is to download Stocard (our chosen loyalty card partner), there you can enter your loyalty card number and have a virtual card on your mobile phone with you at all times. You can find your loyalty card number by logging into your ROYAL CANIN® account and going to the loyalty tab.

You can download Stocard here:

Google Play or App Store,

Alternatively, if you prefer to have a physical card in your wallet, you can pop into your local loyalty stockist to get a replacement card and simply add the card to your account in the loyalty section.

Where can I find my local Loyalty retailer?

Our Loyalty Programme is available in selected retailers and vets, allowing you to collect points from each purchase of ROYAL CANIN®. To find your local Loyalty stockist, please use the loyalty map.

I have not received my voucher

If you registered for a voucher and haven’t received it, here are a few things to check before you get in touch with us:

Check your spam/junk folder. Sometimes email programs incorrectly identify vouchers as spam. If necessary, add *@royalcanin.com to your ‘safe senders’ list.
Check you registered successfully. If you didn’t complete the registration process, your voucher won’t have been generated. The easiest way to check is to try registering again; most offers limit registrations to one per person, so if you try again and are not stopped then it’s likely that you didn’t register properly first time round.
Still no voucher? Contact us and ask us to resend your voucher.

I have lost/deleted my voucher

If you received your voucher by email, simply open the email and print it off again.
If you accidentally deleted the email, check your deleted items to see if you can restore it.
If you cannot find it, Contact us and ask us to resend it.

Remember that if we resend your voucher it will be a copy of the same voucher – you will not be able to use both if you find your original.

My unique code is not working

If you have been given a unique code to access an offer or voucher, here are some possible reasons it’s not working.

Check that you entered it correctly. Mistakes are easily made, so try typing it out again carefully.
Check for ambiguous characters. Is that a capital O, or a zero? Is that a lowercase L, or a number 1? We do our best to make the codes clear, but occasionally they can be mis-printed or scratched off. If you have tried several variations with no success, Contact us and tell us what web address you were on and what you think the code should be.
Check for spaces and other characters. It’s easy to accidentally put a space or a full stop at the end of what you’ve just typed, but this can confuse the system. Make sure you’re typing in only the characters you’ve been given.

Why hasn't my voucher taken off the discount I was expecting?

If your voucher has not taken off the amount that you were expecting, then please check the limitations of the voucher – some vouchers can only reduce the price of your purchase to a limit.
If you have used multiple promotional codes, then the way that they work is that one voucher is applied, and the second voucher will be applied to the price remaining after the first reduction.
If you need support then please contact buydirect.gbr@royalcanin.com and we will be happy to help you.

I've forgotten to add my voucher

We are sorry that you did not use your voucher on your purchase. We cannot retroactively apply your voucher and refund you the difference, but we hope that you can use your voucher on a future order.

Why isn't my voucher/promotion working?

If your voucher or promotional code doesn't work, check that it applies to the items you're trying to purchase, that it hasn't expired, or hasn't already been used. If your code is valid and you are still having difficulties, contact our team at buydirect.gbr@royalcanin.com and we will be happy to help you.

Do I have to create an account to buy from Royal Canin?

You do not have to create an account in order to buy from Royal Canin UK. You can make your purchases by selecting ‘Continue as a Guest’ when hovering over the basket icon in the top right hand side of the page, or when you are viewing your basket.
Creating an account has benefits such as being able to place subsequent orders without having to fill in your details, being able to view your order history, being able to purchase via subscription, and being able to access benefit such as our regular newsletter or exclusive discounts.

How do I sign up for an account?

You can create an account with ROYAL CANIN® by clicking the icon of a figure at the top right of any page on our site and you will be redirected to the account creation page. Once you have created your account, you will receive a confirmation email confirming this.
You will also be able to create an account when checking out with a purchase if you select ‘Buy Now’ instead of ‘Continue as a Guest’.

When I try to sign up I'm told my email is already in use. What should I do?

If you receive this message when you are trying to sign up to an account, then we already have an account that is associated with your email. In order to access your account, please click on "Login" at the top right of the site's home page then select "Forgotten password" under the fields of our login form. After entering your email address, you will receive an email from us with a link to reset your password.

I signed up but I can't log in

If you are unable to log in to your account after signing up then check that you have received your account confirmation email, and confirmed using the button in the email. Also check that you have entered all your details correctly and clear your browser cache.
If you are still having difficulties, contact our team at buydirect.gbr@royalcanin.com and we will be happy to help you.

How do I change my password?

Click on "Login" at the top right of the site's home page then select "Forgotten password" under the fields of our login form. After entering your email address, you will receive an email from us with a link to reset your password.

How can I change which emails I receive?

Resubscribe to our mailing list, https://www.royalcanin.com/uk/my-account/manager/settings.

How do I delete my account?

You can easily delete your account by navigating to the ‘My Account’ area of the website, found in the top right-hand corner. From here, you can select ‘My Details’ with the option to ‘Delete Account’ at the bottom of the page.

Buying from ROYAL CANIN®

How do I add an item to my shopping basket? / How do I place an order?

Make your purchases on our site in a few clicks by following these steps:

1) Connect to royalcanin.com/uk/shop
2) Find your desired product:
You can use the search bar to choose the product that best suits your pet's needs. You can search for a product by keyword or category search on the product page. You will see its characteristics, its price, and its details. Click "Add to Cart" on the product page to add it to your cart. In the shopping cart, click on "Buy now" or “Continue as a guest” after selecting the products you would like to purchase. Enter the delivery address where you wish to receive your products and your invoice details, then click on the "payment" button. You can pay by completing your card information.
3) Shipping of products:
Once your order is confirmed and paid for, the purchase information will be sent to us. The product will be delivered within three working days. You can track your order on our site on your "My Account" page.

Will I receive confirmation of my order?

You will receive an order confirmation by email once your order has been placed.

Is there a minimum order value?

We do not have a minimum or maximum amount for orders. Shipping is free for orders over £30.

Is there a limit on how much I can add to my basket?

There is not a limit on how much you an add to your basket. If you are unable to add a product to your basket, or multiple items of the same product to your basket then this will be because the item is out of stock.

Why is an item no longer in my basket?

An item may have been removed from your basket if it is no longer in stock. We apologise that you are unable to order this item ad recommend that you check back regularly to see when it comes back into stock.

Can I cancel my order?

We cannot cancel orders. However, if you have entered the wrong product or changed your mind, you can return your product once it has arrived.

How can I tell if my order has been successfully placed?

Once you have placed your order, you will receive an order confirmation email. You are also able to check the progress of your order by selecting ‘My Orders’ in the ‘My Account’ portal when you log in on our website.

How can I add a new address?

You can add or delete an address by going to the ‘My personal information’ section of the ‘My account’ menu. Also, during the payment process, you will be able to enter a billing address that is different from the delivery address.

Can I change the time or date of my order?

Through our reliable delivery partners DPD, you are able to edit the date of your order. Be sure to look out from a text once your order is dispatched where you will be able to view these options.

Is there a delivery charge?

Delivery is free for all orders with a value of over £30, regardless of the number of packages, size, or weight. Orders with a value under £30 will automatically have a £3.99 shipping fee applied in your basket.

Who will be delivering my order?

Orders will be delivered by our very reliable delivery partner DPD.

Do I need to be at home when you deliver?

If you are not home when your order is due to be delivered then you will be able to select a safe place via our delivery partner DPD’s portal. You will be able to access this through a text you receive from DPD detailing your delivery.

How do I pay for my order?

You can pay for your order through Mastercard, Visa or Paypal. Once you have he products that you want in your basket, select ‘Buy Now’ or ‘Checkout as a Guest’ and you will be prompted to enter your delivery details, payment information, and billing address if this is different to the delivery address. By confirming, you will be able to place and pay for your order.

Which payment methods do you accept?

We currently accept payment from Mastercard, Visa or PayPal. We do not accept American Express as a payment method.

How do I add a new card to my account?

To update your payment information, navigate to ‘My Account’ and consult the ‘My Payment Methods’ area. Here you can modify your bank card information, delete an existing card, or add a new one to your account.

Why isn't my card working?

Several reasons can explain the refusal of a bank card including insufficient funds, or an error when entering the card data, or the billing address. Please ensure that you have entered the correct information before attempting your purchase.

Can I order over the phone?

No, we are unable to place order for you over the phone. However, it is very easy to place an order online. If you navigate to the product that you are looking for, you will be able to add it to your basket and then checkout either as a guest or through making an account.

Are out of stock items replenished?

If an item is out of stock, we try to restock it as quickly as possible. If no stock is available, then the product will not be available to purchase.

Is the price the same online, at the vet, and in other retailers?

Our food is also available in veterinary surgeries, pet stores, and online retailers. Selling prices may vary as each veterinarian or retailer is free to apply their own prices for ROYAL CANIN® products.

Why is the product I am looking for unavailable?

We are sorry that the product you are looking for is not available on our site. We strive to offer as many products as possible on the ROYAL CANIN® Store, but currently cannot offer all our product on our site.

Can I be notified when a product is restocked?

Currently, we unfortunately do not have a process to notify you when a product is available again. We recommend that you visit our website regularly.

Why is my order not going through?

If you cannot complete your order, please check your delivery and payment details. The product availability, and any restriction son a promo code if you have applied one. If you still cannot order, then go to your browser and clear your cookies.
Finally, contact us if you need help at buydirect.gbr@royalcanin.com and our advisors will be happy to help you.

Can I track my order?

You can check the status of your order at any time by logging into the ROYAL CANIN® ‘My Account’ page and finding the ‘Orders’ menu. Also you will receive regular email communications after placing your order that will provide links to order tracking.

My payment was refused, do I have to reorder?

In the event of an issue placing your order, you can see whether your order was successful my viewing the ‘my orders’ module of your account portal. Furthermore, if your order is successful, you will receive an order confirmation email. If you do not receive this then your order was not processed, you will not have been charged, and you can place your order again.
If you need support in the event of a problem then please contact buydirect.gbr@royalcanin.com and our advisors will be happy to help you.

Where can I find my receipt?

After you place your order, an order confirmation email will be sent to you. You can also view the receipts related to your orders in the ‘My Orders’ module of ‘My Account’.

Can I delete a saved payment method?

To delete a saved payment method, log into your account and visit the My Personal Information page on the My Account page. You can easily delete your saved payment information by scrolling down to the heading Payment Methods, where you are able to make changes.

How do I know if my order has been shipped?

You will receive an email confirming the shipping of your order.

Where can my order be delivered to?

ROYAL CANIN® UK is only able to deliver your order to the UK Mainland. This does not include Ireland, Northern Ireland, or any other outlying islands.

We deliver to postal addresses in Great Britain, excluding these postcodes: JE1, JE2, JE3, GY10, IM, GY1, GY2, GY3, GY4, GY5, GY6, GY7, GY8, GY9, PO30, HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9.

What happens if delivery times are longer than expected?

We are sorry that your order has been delayed. You are able to track your order through the ‘My Account’ area of the website or through tracking emails that you will receive when your order has been dispatched. Once your order is with DPD, if there is a further delay, you will receive email communication informing you of this.
If you need support in the event of a delay, then please contact buydirect.gbr@royalcanin.com and our advisors will be happy to help you.

How do I contact customer services?

You can contact customer services using the email buydirect.gbr@royalcanin.com and our advisors will be happy to help you.

How do I find and use a promotional code?

We sometimes offer promotional codes or discounts specific to certain product types, product sizes, or accounts that fulfill specifications such as those with a subscription. If you have such a code, indicate it when confirming the order in the field provided for this purpose. You will be able to find this field when you are in you basket.

Subscription

How does a subscription work

For a subscription, just add your favorite items to the cart, select the Subscription at the time of ordering and set your frequency of delivery.
After registering, you will receive an email confirming your Subscription. This email will contain a link to access the "My Subscription" section of your account, where you can manage your future orders, automatically delivered items and your account information. In this area of your account, you can also choose to pause your subscription.
We will automatically place your orders according to the frequency you choose, and you will not be billed until the day the order is dispatched. We will email you a reminder 10 days prior to each subscription order.

You will also receive email notifications regarding other important information related to your Subscription. For example, if your item is abandoned or out of stock, when an order has been successfully placed or if you cancel your Subscription.

Subscribers can change the delivery frequency of subscription between 4/5/6/7 & 8 weeks. Subscribers can amend their delivery frequency at any point during the cycle until they receive the order generation confirmation. If they amend their subscription e.g., delivery frequency after the order confirmation, the changes will come into action for the following cycle

How can I change the frequency of my subscription?

To change the delivery frequency of a Subscription item, please visit the "My Subscriptions" tab of the ‘My Account’ area. In this tab, the current delivery frequency is displayed next to each Subscription. To change the delivery frequency of a Subscription, simply click on "Details" next to the Subscription item you wish to change and select the desired future frequency from the drop-down menu.

How can I change an order date?

To modify the date of your next order, please go to the "My next order" tab of the "My Subscriptions" section and click on the "Modify date" button to the right of the date of the next order, then select a new date for your order. This will change the order date for the entire order. If a subscription order contains multiple items and you want to change the order date for a single item, please go to the "My Subscriptions" tab and identify the individual item you want to change. Please click on the "Modify" link to the right of the Subscription details and click on the "Modify order date" button.

How can I defer a delivery?

To defer a Subscription order, visit the "My Next Order" tab in the "My Subscriptions" section of the account and click the "Defer Delivery" button to skip the entire order.

How do I cancel my subscription?

To cancel a Subscription, please visit the "My Subscriptions" tab and simply click on the "Cancel Renewal" button to the right of the Subscription details. You will be prompted to confirm this action. Once you have selected a reason for cancellation and clicked on the "Suspend Subscription" button, your Subscription will be canceled, and no further orders will be placed. You will receive an email notification confirming this action.

How do I benefit from every free 10th order?

To receive your 10th order for free, you need to have received your 9th order within your subscription.

How does the fixed price work?

When you subscribe, the product included in your subscription is protected against any price increases during the first six months of your active subscription.

Returns, Replacements, and Refunds

Can I return an order?

If you have changed your mind about your order, you are able to return the product.
In order to return a product., navigate to point 9 of the terms and conditions and you will find the detailed returns process.
If your order is of a total value of £42 or more (excluding delivery charges), you have the right to cancel your order without having to give any reason and without penalty, within thirty (30) days of receipt.
To return a product, you must notify us of your decision at buydirect.gbr@royalcanin.com and return the product in its original form, unopened, and without use or damage. To find out more information, contact us at the email above, or view point 9 of our terms and conditions.

Do I have to pay for a return

If you are returning an order because you have changed your mind or ordered the wrong item, then you must bear the cost of returning products to us. For more information, see point 9 of our terms and conditions.

I have an issue with the quality of the product I have received.

We would like to apologise that you have experienced a problem whilst feeding one of our products, For product quality concerns, please contact us via the link below: www.royalcanin.com/uk/contact-us

My shipment is damaged, who should I contact?

We apologize for any damaged or incorrect product you may have received, and we wish to find a solution that is to your satisfaction. Contact our team at buydirect.gbr@royalcanin.com and one of our advisers will help you obtain a replacement or a refund.
For more information, see point 8 of our terms and conditions.

My shipment hasn't been delivered, who do I contact?

We are sorry that your order has not arrived. Firstly, you can check the status of your order either on the ‘my account’ area of the website, or through the email communication that you received after placing the order. You should have also received communication if there was a delay to your order so please check the ‘junk’ and ‘spam’ folders of your inbox.
If there is still an issue, then please contact our customer service at buydirect.gbr@royalcanin.com and our advisors will be happy to help you.

How long will it take to process my refund?

Reimbursement will occur without undue delay and, in any event, no later than fourteen (14) days from the day Crown Pet Foods is informed of your decision to return your order (subject to our receipt of the returned products).

What is the time period within which I can return a product?

If your order is of a value over £42 then you are eligible to return your product within 30 days. After you have contacted us to enact the return, you have 14 days to return your product.

I received the wrong product.

We are sorry to hear you have received the wrong order, please contact our team at buydirect.gbr@royalcanin.com and one of our advisers will assist you with the delivery concern.

How do I become a ROYAL CANIN® stockist?

If you are looking for more information on how to become a ROYAL CANIN® stockist, please click here.

I have a question regarding the Breeder recommendation process

If you are a breeder please visit our Professionals' portal, if you are a consumer, you can see the dedicated Breeder recommendation page here.

I have a question regarding the recommendation card my breeder gave me

Please see our Breeder recommendation dedicated page to find out more information and to get answers to FAQs.

Get in touch

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