Helping cats and dogs live their healthiest lives.

Frequently Asked Questions

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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.

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, 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 Palatability 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 palatability guarantee?" FAQ.

For dry diets, palatability of the kibble remains at its best for one month after the bag is opened, however will be fine for up to two months so long as the bag is stored properly, in a cool, dry, airtight container. 
Once opened, wet food should be refrigerated and consumed within two days. If left out at room temperature, it should be discarded after two hours. 
Dry diets should be stored in their original bags and resealed between feeding. Most small bags include a re-sealable zipper. If the bag does not have this feature, it’s recommended to keep the product in the original bag and store in a dry, airtight plastic or steel container with a lid.
Canned, wet diets, once opened, need to be covered and refrigerated in a sealed plastic or ceramic container. 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 temperature before feeding).

Our Palatability Guarantee 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. Although samples are not available, we pride ourselves on the quality and palatability of our diets and offer a full money back guarantee on all of them, called the palatability guarantee. This means that in the unlikely event that your pet does not like our food, you can get your money back.

For this guarantee to be applicable, the below points must be adhered to:

  • The ROYAL CANIN® diet requested for refunding will need to be returned to the retailer or veterinary practice and must have more than 75% of the food left in the bag.
  • The product returned must still be in date.
  • The original sales receipt has to be enclosed and provided to the retailer or veterinary practice.
  • Products bought in conjunction with a promotion will be refunded at the price purchased. Promotional giveaways must be returned in order for the full refund to be complete.
  • Palatability guarantee requests and refunds will happen via the retailer or veterinary practice where the food was purchased diretcly, and not via Royal Canin. Although we offer the palatability guarantee to all retailers and veterinary practices, it remains at their discretion to honour it, and we therefore advise to discuss this guarantee prior to purchasing a product.
  • This offer is limited to a single refund for each household and to persons living in the UK and Republic of Ireland.

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
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.
Grains can be a healthy part of any cat or dog’s diet. As always, we focus on the nutrients each ingredient provides and grains can provide many important nutrients.
At Royal Canin, we do not use any artificial colourings in the diet formulations. As a result, there are natural variations in the raw ingredients which results in a variation in the kibble colour (this is comparable to different colour variations you see when you purchase meat, fruits and vegetables). While this variation exists, only diets meeting the highest of quality standards with regards to their nutritional composition are released to the market.

The palatability of Royal Canin formulas is guaranteed. 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. The retail outlet or veterinary clinic will reimburse you the cost, issue a credit, or replace the product with a different Royal Canin product. We pride ourselves on the quality and palatability of our diets and offer a full money back guarantee on all of them, called palatability guarantee (read more in the "What is the palatability guarantee" FAQ). 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.

Feeding guidelines are provided for each Royal Canin diet, based on the age, size and/or weight of the pet. These indicate the amount to feed your pet each day. It’s recommended to divide this into two or three meals throughout the day. Use an appropriate weighing digital scale to measure your pet's meal. Always ensure that you measure food very carefully - a small measuring variation when feeding cats and small dogs can significantly increase their calorie intake. If you need any advise regarding feeding guidelines please contact one of our nutritional advisors by phone or email.

Based on size, age, lifestyle and breed, each cat and dog has unique nutritional needs. For healthy pets, use our product filters to find the right diet for your cat or dog.   
If your pet is experiencing health issues, please refer to your veterinarian for more information. They will consider multiple factors when recommending an appropriate diet.

Introducing your pet onto a new diet should be done gradually over 5 - 7 days to avoid the possibility of digestive upset. We suggest:

    Mix 25% of your new diet with 75% of your pet’s previous diet for 2 or 3 days
    Then mix the two diets 50% and 50% for 2 or 3 days
    Then mix 75% of the new diet with 25% of the previous diet for 2 or 3 days
    You can now try feeding with 100% of the new diet.

This guide is also useful for an easy transition of the same product from current bag to new bag.

Pet obesity is a disease. It is a growing problem.

If you are concerned your pet is overweight we would recommend speaking to your Vet or Veterinary Nurse who will be able to examine your pet and advise on how to move forward. When tackling pet obesity and looking at diet recommendation, it is important that we do not just simply reduce the cat or dog’s current feeding amount as this can lead to a nutritional imbalance where insufficient levels of nutrients are being provided and your pet may also feel very hungry.

Royal Canin offers a range of diets to support healthy weight loss whilst keeping your pet full and satisfied and then maintain this loss once your pet is at its ideal weight.

Due to the nature of these diets, it is important they are fed under veterinary supervision. Regular weight checks and close monitoring are recommended to ensure the animal achieves the weight loss desired within a safe timescale. Your Vet or Veterinary Nurse will be able to support and advise on your individual pet.

For more information on this topic, visit Pet Obesity.

Our goal is to use environmentally friendly packaging wherever possible without sacrificing food quality. We have changed our entire canned product line to recyclable packaging. 
The bags are designed to maintain the nutritional profile and freshness of the product throughout its entire shelf-life. Currently a recyclable option that meets these requirements does not exist. We are still searching for packaging that will maintain the freshness of the product, and our goal is to improve our impact on the environment when an acceptable option becomes available. 
Royal Canin is committed to producing formulas of the highest quality and performance to cats and dogs. While the total cost of our nutrition may seem high when compared to other diets, variation between bag sizes, feeding amounts, quality and digestibility means that we believe you will find the cost per day of our pet foods extremely reasonable.

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

Royal Canin products cannot be bought directly and are exclusively available in pet speciality stores. If your local retailer doesn’t have the diet you require in stock, you can ask them to order the specific products. You can also use our stockist finder to localise retailers selling our products.

Loyalty and voucher questions

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.

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.

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.

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 * 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.
  • 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.

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.

Breeder recommendation questions

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

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

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