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Frequently Asked Questions

Online offer queries



 

Technical questions about accessing the sign-up page

There's a web address on a promotional leaflet, but when I type it into a search engine (e.g. Google) I can't find the signup form. What's wrong?

faq-google

A common mistake is to type web addresses into a search engine (e.g. Google), when actually you should type them into the address bar of your browser. This can be found at the top of the window, as in the image. Enter the web address there, not in the search engine – although most pages on our website do appear in Google search results, our offer signup pages usually don’t!

> Has this answered your query?  If not, contact us.

 

What do I need to be able to register for my voucher?

You will need the following:

  • Access to the internet, so that you can sign up. You cannot sign up over the phone or by post or fax.
  • A valid email address, so that we can email you the voucher. If, for whatever reason, you don’t receive the email, we can try resending it once. If it still doesn’t get to you, or if it’s being blocked by your email provider as spam, you will be unable to claim your voucher.
  • A Royal Canin Account.  If you haven't already created one, you'll be prompted to when you try to register for your voucher (or you can go to account.royalcanin.co.uk).  If you've already got an account, simply enter your email address and password and we'll know who you are.
  • Access to a printer, so that you can print off the voucher. You can print in either colour or black and white (if the offer you have signed up to specifies that you will be sent a postal voucher then this wont apply).
  • Ability to get to your chosen retailer, so that you can exchange your voucher for the stated offer. Retailers will not accept vouchers by phone or post, you need to physically go into the store with your voucher to redeem it.

> Has this answered your query?  If not, contact us.

 

I don't have internet at home, can I phone you to register instead?

No, this is not a service we provide. However, you can use a friend’s computer or use a computer at a library or internet café, but you will need your own email address and access to a printer.

> Has this answered your query?  If not, contact us.

 

When I go to the web address provided the page doesn't show, or doesn't show properly. What's wrong?

If the page doesn’t load completely, or not at all, there are several things that could be causing it:

  • Misspelled URL. Check the spelling of the URL is exactly right.
  • Internet connection. It may be your internet connection that’s not working. Check you can access other websites as well, and then try reloading the page in case it got stuck half way.
  • The server may be busy. If we’re exceptionally busy you may not be able to view the page. Try again a little later and it may be less busy.
  • You don’t have Flash installed. Go to http://get.adobe.com/flashplayer/, install, and try reloading the page.
  • You don’t have Javascript enabled. You’ll need to re-enable it in your browser for our website to work properly.
  • You have an incompatible web browser. We rigorously test our website on the most common web browsers, including Internet Explorer, Firefox, Chrome and Safari. We don’t fully support older or less common browsers.

> Has this answered your query?  If not, contact us.

 

Technical questions about registering for a Royal Canin Account

Why do I need an account?

Our voucher system now requires that you have a Royal Canin Account.  This is a central profile system that stores information about you and your pet, so that you don't need to enter those details each time you participate in an activity with us.  You create your account the first time, and from then on you simply enter your email address and password and we'll look up the information you provided before.

> Has this answered your query?  If not, contact us.

 

My pet's breed doesn't appear in your list, what do I do?

We make every effort to include all officially recognised UK breeds in our list, but we do not list dangerous breeds or crossbreeds. If your breed is not included then please use “other” (in the breed list) and select the size of breed. If you think we’ve missed one, let us know.

> Has this answered your query?  If not, contact us.

 

I don't know exactly when my pet was born, can I leave that box empty?

The birthdate of your pet is important to us, because it ensures we use your pet’s information properly and send you relevant information (if you’ve signed up to our newsletter). If you don’t know the exact date, feel free to pick one that is roughly correct!

> Has this answered your query?  If not, contact us.

 

How do I enter my pet's birthdate?

To enter your pet's birthdate, click the text box and a calendar will appear underneath.  Use the drop down box to select the year.  Use the left and right arrows to select the correct month.  Finally, click on a date on the calendar to select it.

> Has this answered your query?  If not, contact us.

I signed up for the newsletter, but now I don't want it, how can I unsubscribe?

Every newsletter email we send out has an unsubscribe link on it. When you receive the newsletter email, click that link to unsubscribe from that newsletter.

Alternatively, if you have registered for a Royal Canin Account, go to account.royalcanin.co.uk, log in with your email address and password, click the 'Modify' link in the 'Preferences' section, and tick or untick any subscriptions you do or don't want to receive.

> Has this answered your query?  If not, contact us.

 

I forgot my password 

To reset your password, go to account.royalcanin.co.uk and click on the "Forgotten password" link.  You will be prompted to enter your email address, and then we will send you an email to confirm your new password.

> Has this answered your query?  If not, contact us.

Can I cancel my account?

To stop receiving communications from us you can manage your subscription preferences by going to account.royalcanin.co.uk.  If, however, you want to close your account completely, contact us and we can do that for you; in this case not only will you stop receiving our newsletter but you won't be able to log in or participate in any of our offers or activities.

> Has this answered your query?  If not, contact us.

Technical questions about the sign-up process

"You cannot participate twice in the same action" - what does that mean?

To help prevent fraudulent signups, you can only sign up to each offer once. If you see this message, it means that you have already signed in with your Royal Canin account and claimed your voucher. If you think you had problems claiming your voucher and are trying to go through the process again, this message means you were successful the first time.

Additionally, please note that you cannot sign up for several vouchers for each of your pets – this is in accordance with our Terms and Conditions, which usually state that the offer only allows one voucher per person or per household.

> Has this answered your query?  If not, contact us.

 

When I clicked the button at the bottom of the form I got an error message. Will I still get my voucher?

Occasionally, despite our best efforts, technical issues arise. If something breaks, your submission might not have reached us. An easy way to check is to try submitting the form again – if it says “You cannot participate twice in the same action” it means that it worked first time round after all. If, on the other hand, it still gives you an error message, let us know so that we can fix it.

> Has this answered your query?  If not, contact us.

 

No stockists appear in the list.

You have to choose a county first, and then the stockist drop-down list will be filled in. If you’ve selected a county already, it may be that Javascript is disabled in your browser, and you’ll need to re-enable it to use the form.

> Has this answered your query?  If not, contact us.

 

Why doesn't my favourite pet shop show as an option on your form?

Our offer forms usually show stores participating in the specified activity. If your usual pet shop or veterinary practice isn’t listed, it could mean they may not be participating in that offer. Talk to your pet shop owner and ask them to contact their Royal Canin rep.

> Has this answered your query?  If not, contact us.

 

My county doesn't appear as an option, so I can't choose a stockist.

If there are no participating stores in that county, we don’t list that county as an option. Either choose a different nearby county or talk to your pet shop owner about whether they can be included on our list.

> Has this answered your query?  If not, contact us.

 

I signed up for a different voucher a while ago, why do I need to give you my details all over again?

We don’t make any assumption about your contact details, because your circumstances may have changed since the last time you signed up. Entering that information again ensures that your new voucher uses the right information, regardless of what you entered last time.

> Has this answered your query?  If not, contact us.

 

Technical questions about voucher receipt

My voucher still hasn't arrived, where is it?

Once you've filled in the form successfully you'll be shown an on-screen confirmation message, and your voucher will be emailed to you shortly afterwards. If you haven't received it within 24 hours, here are some potential reasons why:

  • You haven't synchronised your emails. You may need to manually refresh your email inbox to show new emails.
  • The voucher has been incorrectly marked as spam. It may appear in your Junk or Spam folder, so it you find it there please mark it as "Not Spam" so that other vouchers you request from us get to you in future.
  • You spelled your email address incorrectly on the form, or gave an old email address instead of your current one. If you suspect this has happened please contact us so that we can correct the email address on our system and resend the voucher.
  • The signup form wasn't submitted properly. You should always see an on-screen confirmation message once the form has been submitted. If you didn't see it, the form might not have been logged on our system.

For some specific activities we print and send your voucher in the post, rather than sending it by email.  If that is the case you will be notified when you sign up.  If your voucher has not arrived within the quoted time (usually 7-10 working days) please contact us and we can resend it.

> Has this answered your query?  If not, contact us.

 

My printer isn't working at the moment, can you post me the voucher instead?

No, this is not a service we provide.

> Has this answered your query?  If not, contact us.

 

When I open the email I don't see any images, what do I do?

There will be a link at the top of the voucher which will take you to an online version of your particular voucher, which will open in your web browser. This should display perfectly, with all the images, and you can print the page from your browser.

> Has this answered your query?  If not, contact us.

 

How many times can I print off my voucher to claim discounts?

Each voucher can only be redeemed once. We take fraud very seriously and we will take action if you try to redeem the same voucher multiple times.

> Has this answered your query?  If not, contact us.

 

Questions about redemption

The store I chose on the form doesn't stock the Royal Canin product on offer. Can I redeem the voucher against a different product instead? Or can I take the voucher to a different shop?

We are sorry if not all stores on our system stock all of our products, and we’re working to improve this wherever possible.  In accordance with our Terms and Conditions, vouchers are non-transferable, so you cannot claim the discount on a different product to what is specified on the voucher.  In addition, stores will not accept vouchers with someone else’s store name written on it.  If you find yourself in this situation, contact us and we can re-issue your voucher with a different store listed on it.

> Has this answered your query?  If not, contact us.

 

I printed off the voucher, but I lost it. Can you send me another one?

If you received the voucher by email, just print off the voucher again from that email. But please note each voucher can only be redeemed once.  We take fraud very seriously and we will take action if you try to redeem the same voucher multiple times.

> Has this answered your query?  If not, contact us.