Frequently Asked Questions

Do you ship to the United States or Internationally?

Currently we only ship to addresses within Canada.

Is your site secure for online shopping?

This site has security measures in place to protect the loss, misuse, and alteration of the information under our control. Additionally, ordering and financial information is sent encrypted to our servers using Secure Sockets Layer (SSL) technology. Secure Sockets Layer (SSL) technology is presently the safest way to send credit card information over the Internet.

We do not store any credit card information on file.

Is your pricing in Canadian funds?

You bet! All pricing you see on our site is in good ol' Canadian dollars.

How do I place an order on your website?

If you are a Ren's Rewards member, ordering is easy! Make sure you log in and then proceed to checkout. We will remember your addresses and payment options. Want to checkout as a guest? Just fill in your email, shipping and billing address, credit card info, and presto you have placed an order. You do not need to create an account with us to place an order, but why would you want to miss out on all the fun perks of being a rewards member? It’s a no brainer and it’s free!

Can I order online and pick up in store?

We are excited to announce that we are now offering Click & Collect at our Kitchener (Victoria Street) location. Not in Kitchener? Don’t worry, we will be rolling out to all of our locations soon. Please note that you pay at time of pickup. For more information on the process click here.

I placed an order. When will my order ship?

In stock products that are ordered by 2pm are shipped same day. This excludes weekends and holidays. If you place an order with us after 2pm on a Friday, for example, we may not ship your order until the following Monday.

How long will it take to get my order after it ships?

After the order has left our warehouse, it can take anywhere from 3-7 business days, depending on the courier.

How do I track my order?

All tracking numbers for your order will be sent to you with your shipment confirmation email.

Do I need to be home to sign for my package?

For your shopping convenience, most of our shipments are sent out with out a signature required. This means the couriers will leave the package right at your door! If your order is of a large dollar value, or bulk size and weight, we may require a signature just to be safe!

Can I cancel or modify my order?

As soon as your order is placed, it is processed by our warehouse immediately. Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to make changes to existing orders.

I found a product cheaper somewhere else, will you match the price?

Absolutely! Shoot us a message to info@renspets.com with either the online ad or in-store flyer for any Canadian competitor, and we will match that puppy! We will also price protect our own sales within 2 weeks of purchase.

How much is shipping?

Shipping is free over $69 before taxes, with some exceptions for bulk products or remote shipping areas. If you don’t want to order over $69, that’s cool, we will provide competitive rates for you to choose from!

Is there a minimum order to shop online?

Nope! Just remember - if you want free shipping, your order must come to a minimum of $69 before taxes.

Why are some items not eligible for free shipping?

Bulk or oversized items carry an additional charge from the shipping companies we utilize. Some examples are grooming tables & tubs, cat litter, super giant pet beds and so on. Basically, anything that’s unusually large or dense or that requires special handling due to size. Keep an eye out for the indicator on the product pages to see items that are ineligible for free shipping.

I was charged for shipping, but my order came to $69 before taxes. Why is that?

Free shipping does not apply if you live in remote areas. Also, oversized or bulk items do not qualify for free shipping. For a current list of remote shipping areas click here, or visit our Shipping & Returns page for more info.

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

Absolutely! Currently Ren's will only ship via Canada Post to P.O. Boxes and rural route addresses.

What is auto-ship and where do you offer it?

Don’t want to worry about running out of food or supplements? Sign up for auto-ship! Choose how often you need your products, and we’ll automatically schedule your shipments accordingly. This service is currently offered in the Toronto area only. For full details click here.

Why didn’t I receive my backorder?

Orders that are under $20 will not be kept on backorder. You will not be charged for any products not shipped to you, we promise.

Which methods of payment do you accept?

We accept Visa, Mastercard, and PayPal. We are working on expanding our payment method options, so stay tuned!

Can I redeem a gift card or use points online?

Absolutely! For gift cards, when at payment screen of checkout, click enter a gift card number, enter your card number and hit apply. For points, just enter in the amount of points you would like to redeem! Easy as pie.

What is your policy on damage to liquids due to freezing or low temperatures during shipment?

'Unfortunately, Ren's is not responsible for damage due to freezing and/or low temperatures and we are unable to replace or refund these items. So to all of our groomers, make sure you stock up on shampoo before Old Man Winter comes along!'

I'm a pet professional. Do I get any special perks?

Of course! At Ren's we believe in partnering, not competing, with pet professionals across Canada. Make sure to let us know your profession in the Details area of your account page. This allows us to send you specific offers and promotions! If you are interested in being a part of our professional referral program, or have questions regarding products or pricing, send us an email to professional@renspets.com.

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

Oh no! 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, give us a call at (866) 736-7738 or email us at info@renspets.com.

What should I do if an item in my order is damaged?

We are super sorry this happened, but as carefully as we pack, sometimes it does. Give us a call at (866) 736-7738 or email us at info@renspets.com and we will sort this all out for you in a jiffy. If you have time to take a picture of the damage and can send that along, that would be lovely!

What is your return policy?

Ren's accepts returns within 30 days of purchase. Return shipping is reimbursed for damaged or defective goods only. Items no longer in original condition may be subject to a 20% restocking fee. Some exceptions apply. Read our full return policy here.

Can I suggest a product for you to carry?

Can’t find what you are looking for? Shoot us a note and let us know. We will have our fabulous purchasers and office dog testers take a look.

Why don’t you offer grooming, boarding or training services?

At Ren's we are focused on offering the best selection of the best products at the best prices. We like to partner, not compete, with local groomers, breeders, trainers and humane societies to both support local small business, and to ensure your pet receives the best possible care. We do foster cats from local humane societies for adoption, but will never sell live animals in our stores.

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