Royalcaninmalls Customer Service Policy
At Royalcaninmalls, we are committed to providing exceptional customer service to ensure a seamless and satisfying experience for every pet parent. Our customer service team is dedicated to addressing your needs with professionalism, empathy, and efficiency, from product inquiries to post-purchase support.
1. Contact & Response Time
You can reach our customer service team via email at
[email protected]. We strive to respond to all inquiries within 24-48 business hours (excluding weekends and public holidays). For urgent matters, please clearly indicate "URGENT" in the subject line of your email, and we will prioritize your request.
2. Product Inquiries & Recommendations
Our team is well-versed in our product range, including dry kibble, wet food, and veterinary diets. We are happy to assist you with questions about ingredient details, nutritional benefits, product suitability for your pet’s age, breed, or health condition, and usage guidelines. Feel free to share your pet’s needs, and we will provide personalized recommendations to help you make the best choice.
3. Order & Shipping Support
We provide comprehensive support for order-related issues, such as order status tracking, shipping delays, address modifications, and delivery confirmations. If you have any questions about your order, please include your order number in your email, and we will quickly verify the details and provide a solution.
4. Return & Refund Policy
We understand that choosing the right food for your pet is important. If you are not satisfied with your purchase or receive a damaged/defective product, please contact us within 7 days of receiving your order. We accept returns for unopened, unused products in their original packaging, as well as damaged/defective items. After verifying your request, we will arrange for a return and process a refund or exchange (whichever you prefer) promptly. Please note that shipping costs for non-quality-related returns may be borne by the customer.
5. Privacy Protection
We respect your privacy and strictly protect all personal information you provide (such as name, contact details, and order history). Your information will only be used to process your orders, provide customer service, and improve our services, and will not be disclosed to any third party without your consent.
6. Continuous Improvement
Your feedback is invaluable to us. We welcome you to share your experience with our customer service and products, as it helps us continuously improve our services. If you have any suggestions or complaints, please do not hesitate to contact us—we are committed to resolving issues to your satisfaction.
Thank you for trusting Royalcaninmalls. We look forward to serving you and your furry family with reliable support and high-quality pet nutrition solutions.
