Shipping and Returns
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.
|Order Amount||Shipping Cost||Shipping Method|
|$1 - $59||Market Rates||Purolator or Canada Post|
|$60 +||FREE||Best Way (Purolator or Canada Post)|
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.
Certain remote areas within Canada are considered as Beyond Destination postal codes and have an exorbitant 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.
Below is a listing of FSAs which contain Remote Areas. Please note that not all Postal Codes within an FSA are considered remote and may qualify for free shipping. For the most accurate shipping quote, please use the shipping estimator in the Checkout.
Newfoundland & Labrador
Nunavut, Yukon, Northwest Territories
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.
Food purchases are considered 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.
||< 10lbs||11lbs - 20lbs||24lbs+|
|Shipping Cost per bag||$7
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 email@example.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.
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
• 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.
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?
Ren's will pay for return shipping on defective items but we require photo proof. You MUST contact us before send the package back.
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.
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.
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 $800 in Ontario and over $1500 in all other provinces will be shipped prepaid freight (the territories have no free freight limit). If your total order value is below these minimums, it will be subject to fuel surcharges and shipping charges.
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.