At ROYAL CANIN Shop, we’re committed to providing premium pet nutrition and high-quality accessories for your furry companions. Our shipping and returns policies are designed to offer convenience and peace of mind for our valued customers worldwide.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two reliable shipping options to meet your needs:

  • Standard Shipping ($12.95) – via DHL or FedEx
    • Delivery within 10-15 business days after shipment
    • Includes tracking and insurance
  • Free Shipping – via EMS (for orders over $50)
    • Delivery within 15-25 business days after shipment
    • Basic tracking included

Note: We currently ship worldwide except to certain Asian countries and remote regions. Delivery times may vary depending on customs processing in your country.

Returns & Exchanges

We stand behind the quality of our premium pet products. If you’re not completely satisfied, you may return most items within 15 days of receiving your order.

Return Eligibility

To qualify for a return or exchange:

  • Item must be unused and in original packaging
  • Must include original proof of purchase
  • Request must be initiated within 15 days of delivery

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Opened food products (all categories including Adult, Puppy, Senior, Grain-Free, etc.)
  • Used pet care items (Elevated Bowls, Filters & Pumps)
  • Personalized or seasonal items

How to Return an Item

Follow these simple steps:

  1. Contact our customer service within 15 days at [email protected] with your return request
  2. Complete the Return Request Form (template provided below)
  3. Wait for approval – we’ll respond within 2 business days with instructions
  4. Package your return securely in the original packaging if possible
  5. Ship your return to our Oklahoma City facility using a trackable shipping method

Return Request Form Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear ROYAL CANIN Shop Customer Service,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]) placed on [Order Date].

Product Details:
– Product Name: [Product Name]
– Quantity: [Number of Items]
– Reason for Return: [Please specify]

I have reviewed the return policy and confirm the item(s) meet all return requirements. Please advise on next steps for processing this request.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Processing

Once we receive and inspect your return:

  • Refund timing: Processed within 5-7 business days after we receive your return
  • Refund method: Issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Process

For exchanges:

  • Follow the standard return process above
  • Specify the replacement product in your request
  • For exchanges of equal value: We’ll ship your new item once we receive the original product
  • For exchanges of higher value: You’ll be charged the price difference after we receive your return

Damaged or Incorrect Items

If you received a damaged item or incorrect product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged/incorrect item and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

International Returns

For customers outside the United States:

  • All return shipping costs are the customer’s responsibility
  • Customs fees and import duties are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional charges

Need Assistance?

Our customer service team is happy to help with any questions about shipping or returns. Contact us at:

  • Email: [email protected]
  • Mail: ROYAL CANIN Shop, 2670 Musgrave Street, Oklahoma City, US 73102

We appreciate your trust in ROYAL CANIN Shop for your pet’s nutritional needs and accessories. Our policies are designed to ensure you have a positive shopping experience while maintaining the highest standards for pet health and safety.