Customer Service Policy

Service Tenet

royalcanin.it.com takes "professional, efficient, patient and transparent" as the core customer service tenet, focusing on building a high-quality after-sales service system for pet nutrition e-commerce. We provide full-cycle service support from pre-sales consultation, in-sales order guidance to after-sales problem solving, ensuring every user can enjoy a reassuring shopping experience.

Pre-Sales Consulting Service

Our customer service team can provide you with professional pet nutrition matching consultation, product ingredient introduction, feeding method guidance, crowd adaptation analysis and preferential activity explanation. Whether you need to select suitable staple food for cats and dogs of different ages, breeds and physical conditions, or want to know product quality standards, we can provide accurate and professional answers.

Order & Logistics Service

We provide real-time order status inquiry, logistics tracking, abnormal order processing and address modification services. For all orders on royalcanin.it.com, we will follow up the whole process from order placement, shipment to delivery, timely solve logistics delays, package exceptions and other problems, and ensure that users can receive products smoothly within the standard 6–12 days delivery cycle.

After-Sales Guarantee Service

We support 60-day free return, free return shipping and 5–10 business days efficient refund service. For product quality problems, transportation damage, and order errors, we will provide targeted solutions such as return, exchange and refund as soon as possible. Our customer service team is always online to respond to user after-sales demands and fully protect consumer shopping rights.