Frequently Asked Questions
Although measuring cups can be used as a guide, they offer significant daily variation between meals (on average 20% more or less food per serving*). Additionally 80% of owners overfeed when using a measuring cup* therefore we do not recommend using them.
Due to this level of inaccuracy, our recommendation is to weigh out the daily allowance of food using digital scales, this ensures your pet is receiving the correct amount of food each day. These amounts may change due to life stage, activity level or whether the animal has been neutered, therefore to maintain their ideal body condition throughout life we advise to weigh your pet regularly and adjust feeding amounts where necessary.
*AJ German et al. Imprecision when using measuring cups to weigh out extruded dry kibbled food. Journal of Animal Physiology and Animal Nutrition (2011); 3(11):368-373.
Pet obesity is a disease. It is a growing problem.
If you are concerned your pet is overweight we would recommend speaking to your Vet or Veterinary Nurse who will be able to examine your pet and advise on how to move forward. When tackling pet obesity and looking at diet recommendation, it is important that we do not just simply reduce the cat or dog’s current feeding amount as this can lead to a nutritional imbalance where insufficient levels of nutrients are being provided and your pet may also feel very hungry.
Royal Canin offers a range of diets to support healthy weight loss whilst keeping your pet full and satisfied and then maintain this loss once your pet is at its ideal weight.
Due to the nature of these diets, it is important they are fed under veterinary supervision. Regular weight checks and close monitoring are recommended to ensure the animal achieves the weight loss desired within a safe timescale. Your Vet or Veterinary Nurse will be able to support and advise on your individual pet.
For more information on this topic, visit Pet Obesity.
- Check your spam/junk folder. Sometimes email programs incorrectly identify vouchers as spam. If necessary, add *@royalcanin.com to your ‘safe senders’ list.
- Check you registered successfully. If you didn’t complete the registration process, your voucher won’t have been generated. The easiest way to check is to try registering again; most offers limit registrations to one per person, so if you try again and are not stopped then it’s likely that you didn’t register properly first time round.
- Still no voucher? Contact us and ask us to resend your voucher.
- If you received your voucher by email, simply open the email and print it off again.
- If you accidentally deleted the email, check your deleted items to see if you can restore it.
- If you cannot find it, Contact us and ask us to resend it.
- Check that you entered it correctly. Mistakes are easily made, so try typing it out again carefully.
- Check for ambiguous characters. Is that a capital O, or a zero? Is that a lowercase L, or a number 1? We do our best to make the codes clear, but occasionally they can be mis-printed or scratched off. If you have tried several variations with no success, Contact us and tell us what web address you were on and what you think the code should be.
- Check for spaces and other characters. It’s easy to accidentally put a space or a full stop at the end of what you’ve just typed, but this can confuse the system. Make sure you’re typing in only the characters you’ve been given.
If you haven’t done so already, you need to register to create a ROYAL CANIN® profile, and enter your details including the mobile number or email address you entered in-store when you received your card. You can then log in using your email address and chosen password. Once logged in you can add your card number by selecting the ‘Loyalty Programme’ tab, followed by the ‘Your Loyalty Cards’ tab. Enter the number and click ‘Add’.
If you haven’t registered your card you will not be able to view your points balance, recent transactions or redeem points. You will receive 400 introductory points as a thank you for registering.
In order to use your points for vouchers, you can do this in two ways.
1. Simply ask you loyalty retailer to redeem points in store instantly. They will be able to take money off of your purchase instantly.
2. You can also send yourself an email voucher from within your ROYAL CANIN® account. Login using your email address and password. Once you are logged in (as long as you are a registered Loyalty card customer), you will see a tab called Loyalty Programme. Click here where you can issue yourself a voucher by choosing the redemption value and the chosen retailer. Print this off and take it into store.
The easiest way to have your membership card handy, is to download Stocard (our chosen loyalty card partner), there you can enter your loyalty card number and have a virtual card on your mobile phone with you at all times. You can find your loyalty card number by logging into your ROYAL CANIN® account and going to the loyalty tab.
You can download Stocard here:
Google Play or App Store,
Alternatively, if you prefer to have a physical card in your wallet, you can pop into your local loyalty stockist to get a replacement card and simply add the card to your account in the loyalty section.If you registered for a voucher and haven’t received it, here are a few things to check before you get in touch with us:
Remember that if we resend your voucher it will be a copy of the same voucher – you will not be able to use both if you find your original.
If you have been given a unique code to access an offer or voucher, here are some possible reasons it’s not working.
If you are a breeder please visit our Professionals' portal, if you are a consumer, you can see the dedicated Breeder recommendation page here.
Please see our Breeder recommendation dedicated page to find out more information and to get answers to FAQs.
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