Welcome to Royal Canin Store

At Royal Canin Store, we understand that your pets are family. Our premium pet care products are carefully curated to provide the best for your beloved cats and dogs. We’re committed to ensuring complete satisfaction for both you and your furry companions.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed the next business day.

Shipping Methods & Delivery Times

Standard Shipping

• Carrier: DHL or FedEx

• Delivery: 10-15 business days after shipment

• Cost: $12.95

Free Shipping

• Carrier: EMS

• Delivery: 15-25 business days after shipment

• Available for orders over $50

Shipping Areas: We ship globally, excluding some remote areas and parts of Asia. Please contact us if you’re unsure about delivery to your location.

Returns & Exchanges Overview

We accept returns and exchanges within 15 days from the date you receive your items. To be eligible for a return, your item must be:

  • Unused and in original condition
  • In its original packaging
  • Includes all tags and documentation

Non-Returnable Items

Due to health, safety, and hygiene considerations, the following items cannot be returned or exchanged:

Product Category Reason for Non-Return
Food Products All pet food items including specialized diets for cats and dogs are final sale due to health and safety regulations
Medical Equipment/Consumables Hygiene and safety considerations prevent returns of medical supplies and equipment
Opened Care & Grooming Products For health and hygiene reasons, opened grooming and care products cannot be returned

Return & Exchange Process

1Submit Return Request

Contact us within 15 days of receiving your order using the provided email template.

2Receive Authorization

We’ll respond within 2 business days with return instructions and your RMA number.

3Package Items Securely

Include all original packaging, tags, manuals, and documentation.

4Ship to Our Facility

Send your return to: 1858 Lakewood Drive, Jersey City, US 07304

5Inspection & Processing

We’ll inspect items upon receipt (typically 3-5 business days).

6Refund or Exchange

Choose between refund to original payment method or product exchange.

Shipping Costs Responsibility

Scenario Shipping Responsibility
Defective or Incorrect Item Received We cover return shipping costs
Change of Mind Returns Customer responsible for return shipping
Exchanges for Different Items Customer pays shipping difference if applicable

Refund Timeline & Methods

Once your return is processed and approved, refunds will be issued to your original payment method.

Refund Processing Details:
  • Processing Time: 3-5 business days after we receive your return
  • Credit Card/PayPal Refunds: 5-10 business days to appear on your statement
  • Accepted Payment Methods: Refunds processed via Visa, MasterCard, JCB, or PayPal only

Return Request Template

Please use the following template when requesting a return or exchange:

Email Subject: Return Request – Order #[Your Order Number]

To: [email protected]

Body Template:

Dear Royal Canin Store Team,

I would like to request a return/exchange for my recent order.

Order Number: [Your Order Number] Order Date: [Order Date] Items to Return/Exchange:
Product Name: [Product Name] Quantity: [Quantity] Reason for Return: [Reason – e.g., wrong size, defective, etc.] Preferred Resolution: [Refund / Exchange for (specific product)]
Contact Information:
Full Name: [Your Full Name] Email: [Your Email] Phone: [Your Phone Number]
Thank you for your assistance.

Sincerely,
[Your Name]

Need Assistance?

Our dedicated customer service team is here to help with any shipping, return, or exchange questions:

Email: [email protected]

Response Time: Within 2 business days

Business Hours: Monday-Friday, 9:00 AM – 6:00 PM EST

Note: This policy reflects our commitment to quality pet care and customer satisfaction. We reserve the right to deny returns that don’t meet our policy requirements or show signs of misuse.