FAQs

How do I sign up?

You will need to create an account with Royal Canin first – please contact customer Services on 0330 678 1520.

If you already have an account with Royal Canin you will need to create a web shop account (see below)

https://www.portal.royalcanin.co.uk/createanaccount

I signed up on the Webshop but I can’t login

Before you can use your account, you need to confirm your account registration through a second email sent to you. Please confirm this email by clicking the ‘Confirm Account’ button in the main body of the email. You can now log into your account.

Make sure you are using the email address you have received the welcome email to

I received a confirmation email; what do I do?

Before you can use your account, you need to confirm your account registration through a second email sent to you. Please confirm this email by clicking the ‘Confirm Account’ button in the main body of the email. You can now log into your account.

I have multiple stores, why can’t I login?

If you have multiple accounts, each account will require a unique email address. You can’t use the same email address for multiple accounts.

How do I add an item to my shopping basket?

Find the product you want to order, select the quantity and then click on the shopping trolley to add the item to the basket. 

My discounts don’t seem to have been applied, what do I do?

Once in the basket you need to click “Apply Discounts” this will then bring the discounts in.

Why can’t I recalculate my basket?

Make sure you have a payment method selected and check for any error messages. If your still having issues, please call 0330 678 1520

How do I change my password?

Once logged in go to “view account”, you can find this by hovering over the symbol of the person (top right). At the bottom of the page will be a link to change your password.

How do I change my email address?

You will need to contact Customer Services to change this on the system - please email directorders.gbr@royalcanin.com

Can I see my previous orders?

Yes, you can access your order history. Go to “view account”: you can find this by hovering over the symbol of the person (top right). On the left side you will find “My Orders”

Can I order via an excel document?

Yes, click on the shopping trolley and click on the button to order by csv, xls, xlsx. You can then upload the file. The file will need two columns one with SKU and one with qty.

Who is my business manager?

Hover over the person (top right), you will then see your business manager’s name. If you hover over their name you will see contact details.

Can I order the current promotions through the web shop?

Yes, all the current promotions will be available on the web shop under the Promotions Header.

Can I add an order reference/purchase order number?

Yes, once you have put your items in the basket at the bottom in the “shipment tab” there is a space to add a reference.

How do I pay for my order?

The payment option will automatically default to the agreed payment terms of your account. There is no option to amend this through the webshop. To amend payment terms please refer to your Business Manager or contact the Customer Service Team on directorders.gbr@royalcanin.com or by calling us on 0330 678 1520.

 

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