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Customer Support & FAQs

FAQ's

• Our customer support is open from 8am - 5:30pm EST Monday through Friday.
• E-mail our Sales Support Department using the eMail Us button. Ask your question and get quick answers.
• ICI ON PARLE FRANCAIS! Bilingual line is x232 or x235
• If you require immediate service during business hours, you can reach us at 1-866-736-7738.

General Information & Policies

Placing a Order

Ren’s Pets Depot will do everything we can to fill your orders quickly. We will endeavor to ship your products within 2 business days of receiving your order. Our staff will be able to tell you if an item is out of stock and provide you with an ETA or if you're in a hurry with a viable substitution for the item you're looking for. Items with extended lead times or special handling needs are noted in the product detail screens and will usually be shipped separately. We will always call you if there is a problem with promptly fulfilling your order.

No Minimum Order

Small orders do cost more to process and handle than larger orders. However we don’t impose a minimum order value or quantity. We will however impose a $6.00 service charge for handling orders less than $50 in merchandise. For orders over $700 - we will pay 1/2 the shipping costs (except on Bulk Items) and orders over $1300 - we will pay the full shipping cost (except on Bulk Items). Items noted in the web site with special shipping needs do not qualify for this free shipping bonus. The web site automatically adjusts your order shipping and surcharges at check out.

Payment:

Ren's Pets Depot accepts VISA or MASTERCARD for all orders. We also accept COD for orders under $150 (no cheques, cash or money order only). COD orders are subject to a $15 service charge (see COD policy below).
If you are mailing in your payment only certified cheques or money orders will be accepted. If you must send a regular cheque it will be held for 15 business days before processing and shipping the order. 5% GST applies to all orders. Ontario and PEI residents must add 8%PST. The residents of Nova Scotia, New Brunswick and Newfoundland/Labrador must pay 13% HST.

COD Policy:

COD (cash on delivery) orders are subject to a $15 service charge. Due to a large percentage of COD parcels being returned as Unclaimed or Refused (not picked up) ALL COD orders shipping outside of the GTA must pre-pay a deposit equal to the shipping charges before the parcel can be shipped. This can be in the form of credit card or money order. ANY order that Is refused or unclaimed will be subject to a service charge of equal to TWICE the shipping charges - this is to cover the cost of shipping both ways.

Pricing:

All prices are quoted in Canadian currency and are subject to change without notice. Many of our products are manufactured in the USA or overseas. We strive to keep our prices in effect as long as possible but occasionally we experience significant prices increases from our suppliers. Our policy is to try and absorb such price increases but with shifting exchange rates this is not always possible. Your customer service representative will be happy to discuss and verify the current prices of products with you. While we take every effort to prevent errors, mistakes do happen and we reserve the right to correct any errors found without further notice.

Shipping:

Shipping and handling charges are calculated based on the shipping weight and destination of each order. The web site shipping quotes are ESTIMATES only and can only be validated once your order has been picked packed and weighed. All items will ship via Canada Post or by FedEx or FASTWAY at your request, except where prohibited by weight or size. In this case common freight forwarders will be used and separate freight charges may be applicable. Rural Route address and P.O. Boxes with no street numbers will only ship by Canada Post. Orders shipped via Expedited Parcel using Canada Post are not considered lost until it has been 10 business days from time of shipment. Shipping Insurance is automatically included for all orders up to a maximum $100 value. Optional shipping insurance is available at checkout time and will be calculated for you based on the order value. You may decline this coverage - however, Ren’s Pets Depot CANNOT assume liability for any lost or damaged shipments exceeding the $100 value unless the optional insurance is in effect. Shiping charge rebates are as follows: Order's over $700 - we will pay 50% of the shipping costs (except on Bulk Items*) and orders over $1300 - we will pay the full shipping cost (except on Bulk Items*)
*Bulk Items: Including large quantities requiring a skid, all orders will be reviewed on an individual basis. Call your Rens Customer Service Representative for details 1-866-736-7738.)

SHIPPING NOTES:

Bulk items are oversized or overweight for shipping by normal methods so they will incur additional charges for shipping. This is a cost determined by the shipping companies for oversized/overweight parcels. Ren's Pets Depot does NOT mark up the shipping costs. We strive to get the best pricing we can to ship out each customers order.

Our customer support representatives are ready to answer all of your questions and help you through the order process to make sure your purchase goes as smoothly as possible. Please feel free to contact us should you have any questions.

Did your order arrive damaged?

If the package appears to be damaged at the time of delivery you have a right to refuse it. Contact a Ren’s Pets Depot customer service to discuss the problem and arrange for replacement products. Please retain all damaged shipping cartons for inspection by the courier or common freight carrier. Shipping Insurance is automatically included for all orders up to a maximum $100 value. Optional shipping insurance is available at checkout time and will be calculated for you based on the order value. You may decline this coverage - however, Ren’s Pets Depot CANNOT assume liability for any lost or damaged shipments exceeding the $100 value unless the optional insurance is in effect.

Returning Merchandise:

You may return an Item within 30 DAYS of the date of purchase. Returned Items MUST be in unused, re-sellable condition and in the original packaging. To return any product you must first call or email our customer service reps to discuss the problem and to obtain a return authorization number (RMA). Please remember to include this RMA number inside your parcel and then send it back. All returns are to be sent prepaid by the customer we CANNOT accept COD returns. All original packaging must be intact and returned with the items. Items without the original packaging or no longer in original condition will be subject to a 20% restocking charge. Customer's may return items for warranty work, exchange or refund as appropriate (EXCEPT for associated freight/shipping charges) within 30 days of purchase.

PLEASE NOTE: The following Items are NON-RETURNABLE:
• Toys and Treats
• Dryer or Clipper repair parts
• Scissors/Shears
• Clippers/Trimmers & Clipper Blades
• Books and Videos (unless defective in which case we will replace the returned item with the same title).

Products should be inspected and tested immediately upon receiving the order for us to help you if the product should show up defective or faulty. This ensures that the product is returned within the 30 day period.

Warranty Information:

Most of our products have a 1-year manufacturer's warranty (unless otherwise specified in the catalogue for a particular item). Any warranty Issue should be dealt with with the manufacturer of the product. Please ensure you read all instructions and warranty procedures that come with your purchase. If the manufacture requests that you deal with us, please call and we will be happy to assist you. For clipper warranty work including: Andis, Oster and Forfex - please send the product DIRECTLY to: J. Tarnow Co. 1258 Caledonia Rd. North York, ON M6A 2X5 or call them at (416) 789-4333

CSA Ratings

Ren’s Pets Depot makes no warranties whatsoever, either expressed or implied, oral or written, in fact or by operation of law, with respect to the use or fitness of electrical products. These products may or may not have been tested and approved by a recognized certification agency under the Electricity Act. If the product does not bear the mark of the Canadian Standards Association (CSA) or the Underwriter’s Laboratory (UL) the product is not certified. The consumer acknowledges and agrees that if the product is connected to a source of power in Canada, it does so at its own risk. The customer acknowledges and agrees that the customer must obtain approval of the product by a recognized certification agency authorized by the Electrical Safety Authority. The consumer acknowledges that the product may be unsafe and could pose a serious electrical shock and/or fire hazard and agrees to assume all risks from the use of this product. Ren’s Pets Depot, its officers, directors and employees shall not be liable to the consumer nor to any other party, for any liability including without limitation, strict liability, and any losses, personal injuries, death or damages, including without limitation, economic and consequential losses, any direct or indirect, incidental, exemplary or punitive damages, whether in contract, tort or otherwise or any claims and expenses, in any manner resulting, directly or indirectly, from or with the use of the product by the consumer or connection of the product to a power source.

Privacy:

Protecting your privacy is important to Ren’s Pets Depot. We strive to keep your personal information confidential. We will not share your customer information with third parties, except as required to complete the sales transaction. We may use this information to mail or email you our catalogue and special offers. Let us know at any time if you do not wish to receive these offers.