FAQ

• We recommend consulting your veterinarian to review whether the current prescription remains suitable for your pet's needs.
• If any changes are required, your veterinarian will be able to issue a new prescription accordingly.
• Once the updated prescription has been provided, you may purchase the recommended products through this website based on your veterinarian's recommendation.

• If you would like to renew your pet's prescription, we recommend contacting your veterinarian directly for a review and renewal request.
• As your veterinarian has access to your pet's medical history and latest health status, they are best placed to determine whether the current prescription remains appropriate or if any adjustments are required.
• Should a renewal be deemed suitable, your veterinarian will be able to issue an updated prescription accordingly.

• You may purchase products from multiple prescriptions within the same order, provided that all prescriptions have been issued by the same veterinary clinic.
• If your pet has prescriptions from different veterinary clinics, separate orders will need to be placed for each clinic, as prescriptions are managed and verified independently by the respective clinics.
• Prescription diets are specially formulated to support specific medical conditions and should only be fed based on your veterinarian's professional recommendation. Therefore, purchases can only be made for the prescribed diet(s) indicated for your pet's current health condition and supported by a valid prescription.
• Should there be a need to switch to a different prescription diet or add an additional prescription diet, we strongly encourage you to consult your veterinarian for a reassessment. Where appropriate, your veterinarian may issue an updated prescription with the relevant medical justification. This helps ensure that your pet receives the most suitable nutritional support based on their individual health needs and current medical condition.

• Should the product be unavailable, we would gently recommend consulting your veterinarian for advice on a suitable alternative diet.
• As dietary changes, especially therapeutic or prescription diets, should be carefully considered based on your pet’s specific health condition, your vet will be best placed to recommend an appropriate substitute to ensure continuity of care and nutrition.

• Our veterinary range is to serve pets with diagnosed symptoms to make sure the formula is tailored to their unique nutritional needs. 
• We recommend that you consult your vet if you want to buy products which are not prescribed. 

• If you would like to purchase the prescribed diet from a different veterinary clinic, you will be required to present a valid prescription issued by your previous veterinarian.
• This is to ensure that the product dispensed is appropriate for your pet’s specific medical condition and remains aligned with the original treatment plan. Veterinary clinics may also conduct their own assessment before proceeding, in accordance with their internal policies.
• We recommend contacting the clinic in advance to confirm their requirements and avoid any inconvenience.

• To create an account, simply click on the profile icon located at the top-right corner of the website and enter your email address.
• A verification code will then be sent to the email address provided. Enter this code on the website to complete the account registration process.
• For future sign-ins, you can use the same email address associated with your account. Each time you sign in, a new verification code will be sent to your email for secure access. Once the code has been entered successfully, you will be able to access your account and continue shopping.

• Yes, you will be required to create an account on the website before you can proceed with any purchase. Creating an account allows us to securely manage your orders, delivery details, and prescription records.
• For prescription products, a valid veterinary prescription must be linked to and approved within your account before the item can be purchased. If you do not currently have a valid prescription, we recommend consulting your veterinarian, who will be able to assess your pet's condition and advise whether a prescription diet is appropriate. Once the prescription has been provided and successfully registered in your account, you will be able to place your order for the prescribed product. 

• To enable our system to successfully retrieve and match your pet's prescription records from your veterinary clinic, the email address and mobile number registered on this website must be the same as those recorded with your veterinary clinic.
• If you are unable to locate your prescription or experience any matching issues, we recommend checking directly with your veterinary clinic to confirm the email address and mobile number registered under your account. Ensuring that these details are consistent across both systems will help facilitate a successful prescription verification process.

• After creating your account, you will need to set up your pet's profile. This step is required so that your veterinarian can associate and manage your pet's prescription information within the system.
• To ensure your prescription records can be matched successfully, please make sure that the email address and phone number registered in your account are the same as those provided to your veterinary clinic. Once the information has been verified and matched with the clinic's records, your pet's active prescription details will automatically appear in your account, allowing you to purchase eligible prescription
  products.

• You can conveniently view and manage the information of multiple pets under a single account, making it easier to keep track of their details and prescriptions in one place.
• If you need to purchase products associated with more than one prescription, please refer to FAQ section "Product Purchase" for detailed instructions on how multiple prescriptions can be managed and processed within the ordering system.

• Once you have successfully signed in to your account, you can view your pet's information by selecting "My Pets" from the top navigation bar. This section allows you to access and manage your pet's profile details, as well as review any prescription information that has been linked to your account.

• You do not need to manually upload or add your prescription information to your account. If the email address and phone number registered on your account match the details recorded at your veterinary clinic, your existing prescription information will be automatically linked and displayed in your account.
• Please note that once your veterinarian has uploaded or updated a prescription, it may take until the following day for the information to be reflected on the platform. If the prescription does not appear after this timeframe, we recommend verifying that your account details match the information provided to your veterinary clinic.

• Once you have successfully signed in to your account, you can view your prescription information by selecting "My Prescriptions" from the top navigation bar. This section provides an overview of your pet's active prescription records, including products that have been prescribed by your veterinarian and are available for purchase through the platform.
• If you are unable to locate your prescription information, please ensure that the email address and phone number registered on your account match the details provided to your veterinary clinic, and allow up to one business day for newly uploaded prescriptions to be reflected on the platform.

Payment can be made via PayNow or Credit Card payments. We accept Visa or Mastercard only for Credit Card payments online.

• Orders are typically delivered within 3 to 5 working days after the order has been successfully processed and approved. Delivery timelines may vary slightly depending on order volume, public holidays, or other operational factors.
• In the event that the delivery is unsuccessful and the recipient is unavailable, a re-delivery attempt will not be arranged. To ensure that your order can still be received, our delivery partner may leave the parcel at the doorstep or outside the unit at the delivery address provided. We therefore encourage you to ensure that the delivery address is accurate and that the location is suitable and secure for parcel drop-off.

• Consumers may contact our Team via the Singapore Care Line or Consumer Care email within 3 days of receiving their parcel regarding any product concerns. Contact us
• Returns may be considered in the following situations:
  a. The product has an issue that may affect its quality or freshness;
  b. Or the batch number and/or expiry date is unclear or not visible on the packaging.
• All refund requests will be assessed on a case-by-case basis. Depending on the nature of the concern, further review or investigation may be required before a refund decision can be made. If approved, the refund amount will be based on the full purchase price of the affected item as stated on the invoice.
• Our team will advise consumers on the applicable refund processing timeline and provide updates where necessary to ensure transparency throughout the refund process.

• To locate a veterinary clinic near you, please click on the following link: https://www.royalcanin.com/sg/find-a-vet. You will be directed to our "Find a Vet" locator, where you can search for veterinary clinics based on your location.
• Simply enter your preferred area or enable location services to view nearby clinics and their contact details. This tool is designed to help you conveniently find a veterinarian who can provide professional advice, consultations, and prescription support for your pet's health and nutritional needs.