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FAQ

We are here to answer all your questions

PROSHOP

How do I reset my ProShop password?
  • Please follow the steps below:
  • Click on ProShop 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 ProShop on the My Account page
How can I update my email address and delivery address?
  • 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 ProShop
Can I add an alternative delivery address?
  • 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
I can’t select the ‘Buy Now’ button, what’s wrong?
  • 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
What is the minimum order?
  • There is a 15kg order minimum at the ProShop
How much is freight?
  • All orders are freight free
How do I know if a promotion has been applied?
  • Recalculating the cart will apply any promotions or volume discounts applicable to your order
How do I know what the current promotion is?
  • You will receive a newsletter 1 week before the start of each month with the details of next month’s promotion inside
  • You can also view the Banner on the Home Page of the Breeders Website or ProShop
  • Promotions are also communicated via our Facebook Group:
    Click Here to go to the Royal Canin NZ Dog Breeder Facebook Group
Are there any ongoing promotions or volume discounts?

PAYMENTS

Can I pay by direct debit?
  • Yes, when you click on Buy Now you can then choose to pay by credit card or from your bank account (B2B).
What credit cards do you accept?
  • We accept Mastercard and Visa
What happens if my credit card payment doesn't go through?
  • 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
Are my payments details secure?
  • 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

How long does delivery take?
  • 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.
How can I track my delivery?
  • You will receive an email with tracking information once the order has been dispatched
Can I change my order once I have placed it?
  • 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.
Can I add delivery instructions?
  • Yes you can add them as part of the check-out process. If you don’t add delivery instructions, you order is automatically flagged as Authority to Leave, which means that your order will be left at the delivery address and no signature is required.
What do I do if my delivery is missing, incomplete or damaged?
  • 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
    E-mail : pro.orders.nz@royalcanin.com

GENERAL ENQUIRIES

Where can I learn about the Breeder Rewards Programme?
Do you supply Puppy Packs for new owners?
I have some questions about your diets, who can help me?
  • We have a team of dedicated nutrition advisors who can be contacted at:
    Phone : 0800 992 001
    Email : consumercare.anz@royalcanin.com
Where can I view the Breeders Club and ProShop Terms and Conditions?
Royal Canin Click here to switch to the Cat Breeder Portal

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