Frequently Asked Questions (FAQ)
It's okay to have questions.
Why is my Canada Post expected delivery date longer then usual?
Canada post is closed on Monday, November 12, 2012 for Rememberance day. Monday will NOT be considered a business day when calculating delivery times.
How do I place an order on your website?
You must first create an account. Follow the instructions to set up and confirm your account information. Once logged in, shop till your index finger can't click anymore!
I placed an order. When will my order ship?
Generally, in stock products are shipped within 2 business days of an order being received. If you place an order with us on a Friday, for example, we may not ship your order until the the following Tuesday.
If a product/s are currently out of stock, a customer service representative may contact you to discuss a substitution.
I just got my order, was an invoice included with it?
Yes, all invoices are taped to the outside of your box - shipments with multiple boxes will only have one invoice. You can get an additional copy by logging into your account online and going to the My Orders section, selecting the appropriate order and clicking 'Print'.
Which methods of payment do you accept?
We accept VISA, Mastercard and PayPal. If ordering by mail, fax, or telephone, payment can also be made by certified cheque or money order. A personal or business cheque will be held for 15 days prior processing your order. Please note that PayPal eCheck payments require 6-8 business days to process. Once we have received the funds from Paypal, we will ship out your order within 48 hours.
I found a product cheaper somewhere else, will you match the price?
Absolutely! Simply provide us with proof of the cheaper price from a Canadian competitor and we’ll beat it by 5%.
Is there a minimum order to shop on-line?
Nope! Just remember - if you want FREE shipping, your order must come to minimum $60 before taxes. Please note that Wholesale Accounts do not qualify for FREE shipping.
What is a bulk item?
Bulk items are oversized and overweight according to the shipping companies we utilize. Some examples are grooming tables & tubs, dog food, gallons of shampoo or conditioner, cat litter and so on. Basically anything that’s unusually large or dense.
Do bulk items qualify for free shipping?
No, unfortunately bulk items do not qualify for FREE shipping.
I was charged for shipping, but my order came to $60 before taxes. Why is that?
FREE shipping does not apply if you live in remote areas or are using a Wholesale Account. Also, Bulk Items do not qualify for FREE shipping, thus this can affect the sum of your total and eligibilty for the service.
The items I want are on back-order. When will I be charged for them?
You will not be charged for your backorders until that particular item leaves our facilities.
My back-order purchase was rejected. Why is this?
Orders that are under $15 will not be kept on back-order.
What is your policy on damage to liquids due to freezing or low temperatures during shipment?
Unfortuantely, Ren's is not responsible for damage due to freezing and/or low temperatures and we are unable to replace or refund these items.
I'm a wholesale customer - how can I order from you?
First, you'll need to setup an authorized wholesale account. Either email us or call our customer service department @ (866) 736-7738 (Mon-Fri 8am to 5:30pm EST). We just need to make sure you have a storefront and are eligible to receive wholesale pricing. You can also indicate that you are a pet retailer when you first create your account or in the Account Information section on the Account Management page. Please note that Wholesale Accounts do not qualify for FREE shipping.
I'm a breeder or a kennel representative. Can I set up an account with Ren's?
Absolutely! First, you'll need to setup an authorized account. Either email us or call our customer service department @ (866) 736-7738 (Mon-Fri 8am to 5:30pm EST). You can also indicate that you are a breeder or kennel when you first create your account or in the Account Information section on the Account Management page.