Royal Canin Customer Care: A Practical, Professional Guide
Contents
When and how to reach Royal Canin Customer Care
Royal Canin supports pet owners, breeders, and veterinary practices through country-specific customer care teams reachable by phone, web form, live chat (in select markets), and social channels. Start at the official site, select your country, and open the Contact section for the most accurate phone numbers and hours: https://www.royalcanin.com. Support hours vary by country; many markets staff Monday–Friday during local business hours, and web-form responses typically take 1–3 business days. Live chat, where available, often resolves common questions (feeding guidance, product availability) in under 10 minutes.
To find your exact contact details: visit https://www.royalcanin.com, choose your region and country, then tap Contact Us. You will see the phone number, working hours, and a form for product quality reports or general inquiries. If you prefer social media, look for verified Royal Canin accounts and send a direct message; for personal data or product quality cases, you will be directed back to authenticated channels for privacy and traceability. Keep your case number (if provided) for follow-up; most cases are closed within 5–10 business days when all information is supplied on first contact.
Official website: https://www.royalcanin.com. Global headquarters (not a returns address): ROYAL CANIN SAS, 650 Avenue de la Petite Camargue, 30470 Aimargues, France. Royal Canin operates in more than 90 countries; phone numbers and mailing details are country-specific and published on your local Contact Us page.
For urgent pet health issues, contact your veterinarian or local emergency clinic immediately. Additional resources: FDA CVM (USA) adverse event reporting—1-888-FDA-VETS (1-888-332-4388) and https://www.fda.gov/animal-veterinary/safety-health/recalls-market-withdrawals-safety-alerts; ASPCA Animal Poison Control Center—888-426-4435 (fee may apply); Pet Poison Helpline—855-764-7661 (fee may apply). For UK/EU recalls, consult your national food safety authority websites.
What Customer Care can and cannot do
Customer Care can help with product selection guidance (e.g., breed-specific, age, size, or condition), feeding amounts, transition schedules, palatability troubleshooting, ingredient and sourcing questions, and product availability. They can open product quality investigations (taste, odor, kibble size, damaged packaging), provide documentation for veterinarians on nutrient profiles, and coordinate with internal technical teams when deeper expertise is needed.
They cannot diagnose, prescribe, or change your pet’s medical plan—those decisions are strictly for your veterinarian. They also cannot override veterinary diet authorization requirements, set or enforce retail pricing, or process refunds for purchases made through third-party retailers (refunds are handled by the seller under their policy and any manufacturer satisfaction guarantee). For medical questions about suitability (e.g., renal vs. gastrointestinal formulas), Customer Care will refer you to your vet and can supply product data sheets upon request.
Returns, refunds, and the satisfaction guarantee
Royal Canin maintains a satisfaction guarantee honored through authorized retailers: if your pet will not eat a formula or you are not satisfied, bring the unused portion and your receipt back to the seller for an exchange or refund according to the retailer’s policy. Typical windows are 30 days from purchase (some retailers extend to 60 days); check your receipt. Keep original packaging and the lot/batch details intact. For veterinary diets, retailers may require confirmation that a different authorized diet is being dispensed—your clinic can advise.
For e-commerce orders, report shipping damage or missing items to the seller within 24–72 hours of delivery; provide clear photos of the box, shipping label, and affected product. Most refunds post 3–10 business days after approval. As reference only (prices vary by retailer and region, 2025): 2.5–7 lb bags often retail around $20–$45 USD; 25–35 lb bags around $70–$110; veterinary diets 8–20 lb around $65–$120; 13 oz cans around $3–$5 each.
Product quality or safety concerns: how to document and report
If you suspect a quality issue (off odor, unusual kibble shape, foreign material, or your pet reacts poorly), stop feeding the product and contact Royal Canin through your country’s Contact Us page. Do not discard the food or packaging. Customer Care will request the product name, exact size, best-by date, and full lot/batch code, plus when and where you purchased it and how it was stored. You may be asked for photos and to hold the product for courier pickup if a sample is needed. You will receive a case ID; investigations commonly take 5–15 business days depending on lab testing and logistics.
If your pet shows signs of illness (vomiting, diarrhea, lethargy), call your veterinarian first. Keep notes on onset time, symptoms, and any diagnostics or treatments. Regulatory reporting requirements differ by country; in the US you can also report to FDA CVM at 1-888-FDA-VETS. Royal Canin will inform you if a product return or reimbursement process applies and may issue a prepaid label for sample analysis. For current recall status, always check official regulator pages and your local Royal Canin website.
- Have ready: clear photos of the front/back of the bag or can, the intact lot/batch code and best-by date, product weight and variant, purchase receipt, retailer name and city or order number, how the product was stored, pet species/breed/age/weight, feeding amount and transition steps, and your veterinarian’s contact details if care was sought.
- Preserve evidence: keep at least 0.5–1 lb of dry food or 1 unopened can where possible, sealed and stored as labeled, plus any foreign material found, in a clean container for potential pickup.
Royal Canin Veterinary Diet products typically require veterinary authorization in many markets (including the US). Purchase pathways include veterinary clinics, clinic-affiliated home delivery platforms, and authorized pharmacies/retailers that verify prescriptions. Customer Care cannot create, modify, or override authorizations. For renewals, ask your clinic to extend or update the prescription with your chosen seller; verification often completes within 0–2 business days once the clinic responds.
If you need to switch sellers (e.g., moving from one pharmacy to another), request your clinic to transmit a new authorization to the new seller. If a diet is out of stock, Customer Care can suggest equivalent products in the same clinical category for you to discuss with your veterinarian (for example, alternative GI or renal SKUs), but any change must be approved by your vet. Prices for veterinary diets vary by channel and geography; ask your clinic or seller for current quotes and multi-can or multi-bag discounts.
Getting the fastest resolution
Choose the right channel and submit complete information at first contact. For product quality or safety cases, the web form on your country page plus photos usually speeds triage. For feeding guidance or product availability, live chat or phone is fastest. For refunds or shipping damage, contact the seller directly within their stated window; inform Royal Canin only if the issue pertains to product quality or nutrition.
- Product quality concern (odor, texture, packaging): Royal Canin web form with photos; expect a case ID and next steps.
- Feeding guidance, transitions, sizing: Phone or chat with Royal Canin; have your pet’s age, weight, BCS, and activity level ready.
- Veterinary diet authorization: Coordinate with your veterinarian and seller; Royal Canin cannot approve prescriptions.
- Damaged-in-transit or missing items: Contact the retailer within 24–72 hours; supply photos and order number.
- Medical adverse reaction: Contact your veterinarian immediately; optionally notify FDA CVM (US) at 1-888-332-4388 and inform Royal Canin for traceability.
Keep receipts and packaging for at least 30 days after purchase. Note case numbers, dates of contact, and names of representatives. If a case stalls past the advised timeline, politely request escalation to a supervisor or specialist team; provide your case ID and any new information to avoid duplicate investigations.
Compliance, privacy, and your data
Royal Canin is part of Mars, Incorporated (acquired in 2002). Your personal data in customer care cases is processed under the Royal Canin/Mars privacy notices applicable to your country; see links from https://www.royalcanin.com (Privacy or Legal). Typical data includes your contact details, product identifiers, photos, and case notes, retained for quality, safety, and regulatory purposes. You can request access, correction, or deletion subject to legal obligations; submit such requests through your local Contact Us or Privacy pages.
Founded in 1968, Royal Canin’s customer care processes are designed to support evidence-based nutrition and traceability. For the most current phone numbers, hours, and program details (breeder, shelter, or veterinary partnerships), always refer to your country’s official Royal Canin website and Contact Us page.
