WEBSHOP

How do I reset my Webshop password?

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

How can I update my email address and delivery address?

Permanent delivery address changes must be received in writing, emailed to: [email protected] Email address changes can not be made by the Customer Service team. Please login to your PRO Services account and access the My Account page. Here you can update your details including email address. If you are having any difficulties please contact [email protected]

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 Webshop.

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 Webshop
• Promotions are also communicated via our Facebook Groups:
  Royal Canin AU Dog Breeder Facebook Group Royal Canin AU Cat Breeder Facebook Group

Are there any ongoing promotions or volume discounts?

• Yes, we have ongoing promotions and discounts at the Webshop:
  
  • Volume Discount
• For details on these promotions please see our T&Cs:
  https://www.promos.royalcanin.com.au/breeders/terms

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 : 1300 657 021
     Email : [email protected]

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 Australia we ship from our warehouses in VIC, NSW, QLD and WA. Metro delivery can take 1-3 days, while rural deliveries may take up to 5 business days.

How can I track my delivery?

Orders under 120kg are shipped via Star Track, partnering with Parcel Lab we provide email tracking updates including order dispatch, out for delivery, delivered and delayed if required. Your tracking number is available in these emails. Orders over 120kg are shipped via Airroad, for delivery queries please contact [email protected]

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?

Delivery instructions can only be added permanently on your account and not via the Webshop. Please contact [email protected] if you would like permanent delivery instructions added.

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 : 1300 657 021
Email : [email protected]

GENERAL ENQUIRIES

Where can I learn about the Breeder Rewards Programme?

To learn more about the Breeder Rewards Programme visit our dedicated Breeder Rewards FAQ page:
https://www.promos.royalcanin.com.au/breeder-rewards/faq

Do you supply Puppy & Kitten Packs for new owners?

Yes, you can learn about our Puppy & Kitten Packs process in detail here:
https://www.promos.royalcanin.com.au/breeders/puppy-and-kitten-packs

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 : 1300 657 021
Email : [email protected]

Where can I view the Breeders Club and Webshop Terms and Conditions?

You can view the Terms and Conditions here:
https://www.promos.royalcanin.com.au/breeders/terms