Shipping and Returns

How our free shipping works

We offer free shipping on orders over $60 before tax, with some exceptions. These exceptions are in place for very heavy or oversize items or shipments that are sent to remote areas in Canada.

If you are eligible for free shipping, your order will be sent by our preferred carrier in your area with the standard level of service. Customers that receive wholesale or special pricing below retail cost are not eligible for free shipping.

Remote Area Shipping

Certain remote areas within Canada have limited delivery service and this results in a high shipping cost. We are unable to offer our free shipping to these areas but do have competitive rates with either Purolator or Canada Post that you can take advantage of.

These areas include: Yukon, Northwest Territories, Nunvaut & the following postal codes:

British Columbia
V0W, V0C, V0T, V0J, V8J, V0V, V8G, V8C, V0T, V1J, V1G

Manitoba
R0B, R8N, R8A, R9A, R0L

Alberta
T0H, T8S, T0G, T0A, T0P

Saskatchewan
S0M, S0J, S9X, S0P, S0E, S0L, S0N, S4H, S0C, S4A

Quebec
G8P, G0V, G0W, G0T, G0H, G0G, G5B, G0C, G4X, G0C, G0J, G5J, G4W, G0E, G5H, G0K, G5R, G0L, G5T, G5A, G8M, G8J, G8L, G8K, G8H, G8N, G7P, G7B, G7N, J1T, J0A, J1Z, J5V, J3T, J6E, J0R, J8C, J0T, J0K, J9L, J9E, J0X, J0W, J0M, J0Z, J9P, J0Y, J9P, J9T, J9Z

N. Ontario
P0V, P9N, P8T, P8N, P0W, P0Y, P0X, P9A, P0T, P0L, P5N

Newfoundland & Labrador
A0P, A0R, A2V, A0K

Bulk Item Shipping

Bulk items are oversized or overweight for shipping via normal methods and will incur additional charges. These include, but are not limited to, grooming tables, tubs, 5 gallon shampoos, food, litter and other heavy items. Please add the item to your cart and you will be provided with an accurate shipping quote for the bulk items during Checkout. Bulk items do not qualify for free shipping.

Special Dog & Cat Food Shipping Rates

Food purchases are considerd bulk items but we do offer special flat rates for shipping dog & cat food on a per bag basis, which are detailed below. These rates are only valid in non-remote areas. Food shipping is free in the GTA.

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.

Frequently Asked Questions - Shipping

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 sales@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 return all damaged shipping cartons 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.

Wholesale Customers

We are unable to offer free shipping to wholesale customers or other customers with preferred pricing such as breeders and kennels. Please refer to the prepaid shipping minimums below.

Prepaid Shipping Minimums

Orders over $500 in Ontario and over $800 in all other provinces will be shipped prepaid freight. If your total order value is below these minimums, it will be subject to fuel surcharges and shipping charges.

Payment

We accept VISA, Mastercard and Paypal for any online orders. At this time, COD orders or payment on account is not available through our website.