FAQ

We are here to answer all your questions

WEBSITE

How do I reset my password?
Please follow the steps below:
  • Click on our Login section on the right corner of the main page.
  • A pop up will appear – Click on Forgotten Password
  • Enter your email address to receive a temporary password (Note: Do not close this pop – up or you will have to apply for a temporary password again).
  • Enter the temporary password emailed to you (you must COPY AND PASTE the temporary password, then the new password you would like, confirm new password and then SAVE.
  • A success message will appear and your password has now been updated.
Can I change my Breeding details?
You can enter or update the following information
  • Breeding prefix
  • Whether you are a dog or cat breeder or both
  • What breeds you have
  • What governing Body you are a member of
  • How many dogs or cats you have
  • What club you are a member of
How do I change my Breeding details?
  • Log in and click on My Account
  • Click on Breeding Details and the Edit button
  • Update your data and then Save
Why can’t I update my email address and delivery address on the site?
At this moment you cannot update manually the following information as it affects our master data:
  • Your address
  • Email address
  • Phone number
How can I update my email address, address or phone number?
  • If you wish for those details to be modified, click on Modify Account Details under My Account Details and click Submit. Our team will do the rest and an email will be send to you when this has been updated.
How important is my email address/phone number?
  • Your email address and password are very important as it allows you to log into your account and receive order confirmation emails.
  • Email address and phone numbers need to be accurate when registering with us as this is the only way our team are able to contact you for any information regarding your order and delivery.
Where can I find product information?
  • When navigating the breeder website you can have access to our product section (top menu bar) at https://breeders.royalcanin.com.au/dog/products
  • You can click on a specific range and product. You will find there information on: General description of the product, Ingredients, feeding guidelines.
Why can’t I access some of the articles and webinars?
  • Some of the articles and webinars are only available to Royal Canin Breeders Club Members. If you are a member log in and you will have full access. If you not sign up to the Royal Canin Breeders Club and if eligible to join you will have access.
If I have product related questions who should I contact?
  • If you have any questions regarding products or nutrition, our Consumer Care Team are available to assist you:
    Email: consumercare.anz@royalcanin.com
    Phone (New Zealand): 0800 420 016

PROSHOP

ORDERING
What is the minimum order?
  • 15kg is the minimum order (excludes product for puppy and kitten packs).
How much is freight?
  • All orders are freight free.
If I’m on the Proshop how can I get back to the Breeder Website?
  • There is a button in the header to go back to the Breeder Website ``Breeder Site``.
How do I know if the promotion has applied?
  • All promotions will show on the check-out page – whether it is a discount or gift with purchase.
I have a promotion code where do I enter it?
  • There is a Promotional code box on the Check Out Page, type in your code and then click apply.
How to add an alternative delivery address ?
  • To add an alternate delivery address go to the My Account page on the ProShop (button is on the home page).
    Go to Alternative Delivery Addresses, type in a new delivery address then click on the red + sign to the left of the address, it will then be added to your list.
    When checking out, your default address will automatically be in the delivery fields and there will be a list of your alternative delivery addresses underneath that you can select and that will then update your delivery details.
PAYMENTS
Can I pay by direct debit?
  • Yes when you click on Payment Express you can then choose to pay by credit card or from your bank account (payments from most banks are available).
What credit cards do you accept?
  • We accept Mastercard and Visa.
What happens if my credit card payment doesn't go through?
  • You should receive a success message when processing payment.
  • 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:
  • Have you checked your internet connectivity?
  • If you still have issues processing the payment check with your credit card provider
  • If you are still having issues please let us know or call us directly at:
    Phone : 0800 99 2001
    E-mail : 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?
  • Delivery usually takes between 2-3 days depending on where you are located however if you are rural delivery it can take an additional day or two. If you order before 8:30am your order will be picked and dispatched from our warehouse the same day.
Can I change my order once I have placed it?
  • When checking out you are ticking a box to say that your order is final and complete. To ensure that we can process orders ASAP. In most cases we aren’t able to amend them 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 bags are damaged?
  • If any bags are damaged when delivered, 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 99 2001
    E-mail : pro.au@royalcanin.com

ROYAL CANIN

Where are the Royal Canin Products made?
  • In Australia, all our dry diets are manufactured in France. All our wet diets are manufactured in Austria.
Why can’t I get BabyMilk in Australia?
  • Australia has some of the strictest importation requirements in the World and requires all factories to be individually registered and audited. Currently, the factory that manufactures BabyMilk is not registered for exportation to Australia.
What is dehydrated protein?
  • Dehydrated proteins are a protein raw material that has had the moisture content removed, usually via thermal processes.
What does hydrolysed protein mean?
  • Hydrolysed proteins are proteins that have been broken down into smaller components.
What does crude protein mean?
  • Crude Protein is a method of estimating the protein content of a diet by measuring the amount of nitrogen present. Strict quality control measures are used to ensure only protein-derived nitrogen is present.
What does ME mean?
  • Metabolisable Energy is a unit of measure to indicate the net energy available to the animal after digestion.
Why shouldn’t I feed Endurance 4800 to a growing dog?
  • Endurance 4800 is carefully formulated for hard working Adult Dogs requiring sustained energy provision. It does not meet the nutritional requirements for growing dogs as stipulated by AAFCO.
What will ‘Show Beauty’ do for the skin and coat of my dog that other Royal Canin products don’t?
  • Show Beauty has an emphasis on supporting the health and quality of both the skin and coat. The carefully selected ingredients supply key nutrients designed to strengthen the skin’s barrier function, improve coat shine and enhance coat colour. Incorporation of Royal Canin’s patented Skin Barrier complex (comprising 4 B-group vitamins and 1 amino acid) stimulates the production of ceramides which are integral in maintaining the barrier function of the skin. Skin and coat health are directly influenced by the quality of the proteins in the diet, particularly those containing sulfur-amino acids methionine & cysteine. Adapted levels of tyrosine and copper are important for maintaining the colour intensity of dark-coated animals.
Why is it better to feed a 5 week in whelp bitch Starter than Endurance?
  • Starter products are specifically formulated for the bitch and pup, this is a rehydratable diet which makes it easily consumed. The diet has a nutritional profile which is adapted to the bitch’s high energy needs at end of gestation and during lactation.
Why is it better to feed a 5 week in whelp bitch Starter than Junior?
  • Recommended to feed to the bitch during gestation and lactation, and weaning puppies up to 2 months old. Meets the energy needs of the bitch and her puppies. The energy content of Starter diet is higher than Junior so the bitch and her pups will consume less and still meets energy requirements.
Why is it better to feed a lactating bitch Starter than Junior?
  • Starter is recommended due to the higher metaboliseable energy content, therefor the bitch will consume less and it is the same nutritional profile for the puppies when weaning.
Why is it better to raise a litter on Starter than Junior?
  • The diet is rehydratable which makes the transition from milk to solids easier.
Do you have a rehydratable product?
  • Yes our Starter and Babycat products are specifically designed to be rehydrated.

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