Shipping

Ren's preferred shipping method is via UPS but we also ship via Canada Post, Purolator, FedEx or Common Courier. Shipping charges are based on the shipping weight, size and destination of each order. All shipping costs provided on renspets.com are estimates only. Final shipping costs will be validated once your order has been processed and will be included in your confirmation email.

Shipping Charge Rebates

Order's over $700 - Ren's will pay 50% of the shipping costs*. For orders over $1300 - Ren's will pay 100% shipping costs*.

*Except for Bulk Items.

What are 'Bulk Items'?

Bulk items are oversized or overweight for shipping via normal methods and will incur additional charges. The exact cost is determined when your order is processed and will be included in your order confirmation.

Shipping Insurance

Shipping insurance is automatically included for all orders up to a maximum of $100. Optional shipping insurance is available at checkout and will be calculated for you based on your order value. You may decline this coverage, however, Ren's cannot assume liability for any lost or damaged shipments exceeding $100 in value unless this optional insurance has been purchased.

What should I do if an item is missing from my order?

First, verify that you've received a box for each tracking number associated with your order. If all boxes have been delivered but you're still missing an item, check the packing material for small items. Please call Ren's Customer Service at (866) 736-7738 or email us at orders@renspets.com if you're unable to locate an item.

Does Ren's deliver to P.O. Boxes?

Ren's will only ship via Canada Post to PO Boxes and rural route addresses.

Does Ren's ship internationally?

Ren's does not ship to international addresses at this time.

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.

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.

Damages

If the package appears to be damaged at the time of delivery you have the right to refuse it. Contact a Ren's Pets Depot customer service to discuss the problem and arrange for replacement products. Please keep all damaged shipping cartons and/or pictures of them for inspection by the courier or common freight carrier.

Does Ren's pay the return shipping cost for defective merchandise?

You, the customer, are solely responsible for paying the return shipping cost for defective or otherwise returned merchandise. We cannot accept COD returns. If you pay to send the item back to Ren's, we will replace the item and ship the replacement to you at no charge.

Is it mandatory to have an RMA number in order to return a product to Ren's?

Ren's will not accept returns without prior authorization and a RMA (Return Merchandise Authorization) number. Once issued, RMA numbers are valid for 15 days within which return products must be received by Ren's. RMA numbers will not be extended or reissued. The Customer should prominently display the RMA number(s) on the shipping label as well as the RMA invoice on the box(s) containing the returned product.

Ren's Customer Service Representatives will assist you in completing all necessary RMA paperwork in order to return the merchandise to Ren's.

How do I acquire a Return Merchandise Authorization number (RMA#)?

Please contact our customer service department to obtain an RMA number at: (866) 736-7738.

What address should I send my return to?

Ren's Pets Depot
20 Brock Rd. N.
Aberfoyle, ON, Canada N1H 6H9

Attn: RMA# (write your RMA number here)

Does Ren's pay the return shipping cost for defective merchandise?

No, Ren's does not pay the return shipping cost for defective merchandise. However, if you pay to send the item back to Ren's, we will replace the item and ship the replacement to you at no charge. Ren's will employ every resource it has to ensure that your item is replaced promptly, without hassle.

What is the standard return policy for Ren's products?

Products sold by Ren's are supported by our Standard Return Policy unless otherwise indicated. Merchandise covered by our Standard Return Policy may be returned within 30 days of the original invoice date for a refund or replacement.

All returns require an RMA (Return Merchandise Authorization) number. Because many companies offer additional factory coverage, you should contact the manufacturer directly for information regarding eligibility and specific Terms and Conditions.