Helping cats and dogs live their healthiest lives.
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FREQUENTLY ASKED QUESTIONS

WEBSHOP

Please follow the steps below:

  • Click on the Webshop in the main menu above
  • You will be redirected to the login page – click 'Forgot your password'
  • Enter your email and click submit
  • An email will be sent to your inbox with details to reset your password
  • Remember to check your junk/spam folder as the reset password email may have gone there if it is not in your inbox
  • You can also change your password at anytime within the Webshop on the My Account page
Permanent delivery and email address change requests are required to be sent through to pro.nz@royalcanin.com so that our Master Data can be updated. These changes cannot be made within the Webshop.
You can add an alternative address at the checkout by selecting the Alternative Delivery Address function. This is not a permanent change and will apply to the current order only.
You must recalculate your cart before proceeding to Buy Now. If your cart has not been recalculated you will not be able to Buy Now.
There is a 15kg order minimum at the Webshop.
All orders are freight free.
Recalculating the cart will apply any promotions or volume discounts applicable to your order.

PAYMENTS

Yes, when you click on Buy Now you can then choose to pay by credit card or from your bank account (B2B).
We accept Mastercard and Visa.
  • You should be redirected to an order completed/successful screen if the payment and order is successful.
  • If you do not receive a success message, your order has not been received by us.
  • If it is not the case or if your payment is not going through during the check-out process then here is what could go wrong:
    1. Have you checked your internet connectivity?
    2. If you still have issues processing the payment check with your credit card provider
    3. If you are still having issues please let us know or call us directly at:
      Phone : 0800 992 001
      Email : pro.nz@royalcanin.com
We do not store any credit card information. The payment system provided is very secure. We understand that all information provided is confidential and not passed on to any third parties.

DELIVERY

In New Zealand delivery can take up to 5 days depending which state you are in and how rural your location is. If you order before 8:30am your order will be picked and dispatched from our warehouse on the same day.
When checking out/clicking Buy Now you are confirming that your order is final and complete. In most cases we are not able to amend orders once they are placed.
Delivery instructions can only be added permanently on your account and not via the Webshop. Please contact pro.orders.nz@royalcanin.com if you would like permanent delivery instructions added.
For any order issues please contact us immediately on the contact details below. For damaged bags please take a picture of the damaged bag and make sure you have the correct order number before emailing us. You can contact us via phone or email:
Phone : 0800 992 001
Email : pro.orders.nz@royalcanin.com

GENERAL ENQUIRIES

To learn more about the Breeder Rewards Programme visit our dedicated Breeder Rewards FAQ page:
https://www.promos.royalcanin.co.nz/breeder-rewards/faq
Yes, you can learn about our Puppy & Kitten Packs process in detail here:
https://www.promos.royalcanin.co.nz/breeders/puppy-and-kitten-packs
We have a team of dedicated nutrition advisors who can be contacted at:
Phone : 0800 992 001
Email : consumercare.anz@royalcanin.com
You can view the Terms and Conditions here:
https://www.promos.royalcanin.co.nz/breeders/terms