Frequently Asked Questions

Shopping online at Ren's Pets is easy! Simply browse our selection of pet essentials, add your favourite products to your cart, and proceed to checkout.

You can sign in to your Ren's Rewards account for a more convenient checkout experience and access to your member benefits, or checkout as a guest without creating an account.

At checkout, enter your shipping and payment information, review your order, and complete your purchase. You'll receive an order confirmation email once your order has been placed.

Not a Ren's Rewards member yet? Join for free to start earning points on eligible purchases and enjoy exclusive member perks!

No! There is no minimum order required to shop online at Ren's Pets.

Free shipping is available when your order meets the qualifying threshold for your province:

• Ontario, Quebec, New Brunswick, Nova Scotia & Prince Edward Island: Free shipping on orders of $29.99 or more.
• Manitoba, Saskatchewan, Alberta & British Columbia: Free shipping on orders of $68.99 or more.
• Yukon, Northwest Territories & Nunavut: Shipping is calculated at market rates.

Some exclusions may apply, including oversized or bulk items and certain remote delivery areas.

Orders are sent to our warehouse for processing shortly after they're placed. If your order hasn't shipped yet, we may be able to cancel it.

If your cancellation is successful, it may take up to 5 business days for the refund to appear on your credit card.

To help ensure orders are processed quickly and accurately, we're unable to make changes to an order once it has been placed.

Orders under $30 are not kept on backorder. If an item is unavailable and cannot be shipped, it will not be included in your delivery.

You won't be charged for products that aren't shipped to you.

Ren's Pets currently ships to addresses within Canada only. We do not offer shipping to the United States or other international destinations at this time.

Shipping rates depend on your delivery location and the items in your order. Free shipping is available on qualifying orders:

• Ontario, Quebec, New Brunswick, Nova Scotia & Prince Edward Island: Free shipping on orders of $29.99 or more.
• Manitoba, Saskatchewan, Alberta & British Columbia: Free shipping on orders of $68.99 or more.
• Yukon, Northwest Territories & Nunavut: Shipping is calculated at market rates.

Free shipping thresholds apply before taxes. Additional charges may apply to oversized or bulk items and deliveries to certain remote areas.

If your order doesn't qualify for free shipping, available shipping rates will be displayed at checkout.

Some products require additional shipping and handling due to their size, weight or packaging. These items may not qualify for our standard free shipping offer.

Examples include grooming tables, grooming tubs, cat litter and oversized pet beds.

Look for shipping eligibility information on individual product pages. Any applicable shipping charges will be displayed at checkout.

Even if your order meets the free shipping threshold, additional charges may apply depending on your delivery location or the products you've purchased.

Remote delivery areas and oversized or bulk items may be excluded from free shipping.

For more information about shipping rates and exclusions, visit our Shipping & Returns page .

Yes! Ren's Pets delivers to P.O. Boxes and rural route addresses through Canada Post.

Please ensure your shipping address is entered correctly at checkout to help avoid delivery delays.

Once your order leaves our warehouse, delivery typically takes 3 to 7 business days, depending on your location and the courier.

Delivery times may be longer for rural or remote areas, during peak shopping periods, or when weather conditions affect shipping.

Once your order ships, you'll receive a shipment confirmation email with your tracking information.

Use the tracking details provided to follow your package's progress with the courier.

For your convenience, most orders are shipped without requiring a signature, so the courier can leave your package at your door. However, orders of higher value or those containing large or bulky items may require a signature upon delivery.

Live in an apartment or condo? Please include your buzzer code in your delivery instructions so the courier can access your building and deliver your package to the designated mailroom.

If a buzzer code is not provided, your package may be left in a common area.

During colder months, liquid products such as shampoos, conditioners and grooming solutions may be exposed to freezing temperatures while in transit.

Ren's Pets is unable to offer refunds or replacements for damage caused by freezing or exposure to low temperatures during shipping.

If you're ordering temperature-sensitive products, we recommend planning ahead and considering weather conditions in your area before placing your order.

Absolutely! All prices displayed on the Ren's Pets website are in Canadian dollars (CAD).

Ren's Pets accepts Visa, Mastercard and PayPal for online purchases.

Available payment options will be displayed at checkout.

Yes! Protecting your personal and payment information is important to us. Our website uses secure, encrypted connections to help protect information transmitted during checkout.

We also use security measures designed to protect customer information from unauthorized access, misuse or alteration.

Ren's Pets does not store your credit card information on file.

Gift Cards: Yes! Ren's Pets e-gift cards can be redeemed online at checkout. Please note that only e-gift cards are accepted online. Physical gift cards can only be redeemed in-store at Ren's Pets locations.

Ren's Rewards Points: You can redeem your points online! At checkout, select "Use Member Points" and enter the number of points you'd like to redeem. Points are redeemed in $5 increments.

Absolutely! At Ren's Pets, we want you to feel confident you're getting great value on your pet's essentials.

Shopping in-store? Simply show our team a current advertised price from a Canadian competitor for an identical item, and they'll be happy to assist.

Shopping online? Email the competitor's online advertisement or in-store flyer to info@renspets.com for assistance with your price match request.

We also offer price protection on our own sales within 14 days of purchase.

Price matching applies to identical products with verifiable, current advertised pricing. Shipping charges are excluded, and additional conditions may apply.

For complete details, visit our Price Match Guarantee page.

Ren's Pets accepts returns within 30 days of purchase, subject to our return policy.

Return shipping costs are reimbursed for damaged or defective products only. Items that are no longer in their original condition may be subject to a 20% restocking fee. Some exclusions and conditions apply.

For complete details, visit our Shipping & Returns page .

Some orders may arrive in multiple shipments. Before reaching out, please review your shipping confirmation email and check that all packages associated with your tracking numbers have been delivered.

If you've received all packages and an item is still missing, please contact our Customer Care team at 519-780-4312 or info@renspets.com . Our team will review your order and assist you with the next steps.

If an item arrives damaged, please contact our Customer Care team at 519-780-4312 or info@renspets.com so we can review the issue and assist with a resolution.

When possible, please include photos of the damaged item and its packaging along with your order number. This information helps our team assess the situation and process your request more efficiently.

Ren's Rewards is our free loyalty program that lets you earn points on eligible purchases and enjoy exclusive member benefits.

You can join online or at a Ren's Pets store. No purchase is required to sign up.

Ready to join? Create your free account or visit our Ren's Rewards page to explore the benefits.

Ren's Rewards members earn 1 point for every $1 spent on eligible purchases, before taxes and shipping.

Once you've collected 500 points, you can redeem them for $5 off a future purchase. Points can be redeemed in-store or online.

For full program details, visit our Ren's Rewards page.

You can view your points balance by signing in to your account online. You can also ask a team member at any Ren's Pets store.

Please allow up to 72 hours for points from eligible transactions or activities to appear in your account.

Ren's Rewards VIP members enjoy additional benefits, including exclusive bonus points events, special member offers and seasonal rewards.

Visit our Ren's Rewards page to learn about VIP qualification, available benefits and program details.

Ren's Rewards members can receive up to two free birthday treats per customer account during the eligible birthday month.

This limit applies per member account, regardless of the number of pets registered to it.

For additional eligibility details, please review our Terms & Conditions.

Ren's Rewards points may be forfeited if your account remains inactive for 12 consecutive calendar months.

To keep your account active, continue participating in eligible purchases, point-earning activities or redemptions.

For complete information about account inactivity and points, please review our Ren's Rewards Terms & Conditions.

Visit our Ren's Rewards page to explore member benefits, points, VIP rewards and special programs.

For full eligibility requirements, restrictions and program policies, please review our Terms & Conditions.

Have additional questions? Contact our Customer Care team at 519-780-4312 or info@renspets.com.

Never run out of your pet's essentials! With Ren's Pets Autoship, you can schedule recurring deliveries of eligible products like food, treats, litter and more, while enjoying 5% off eligible Autoship orders.

Choose a delivery frequency that works for you and easily manage, reschedule or cancel your orders anytime. Autoship is available to customers across eligible delivery areas in Canada.

Want to learn more? Visit our Autoship page for full details on how it works, eligible products, savings and delivery options.

Absolutely! Ren's Pets offers free in-store pickup at all of our locations.

Simply select your preferred store and choose the pickup option at checkout. We'll notify you when your order is ready to be picked up.

It's a convenient way to shop online and pick up your pet's essentials at a location that works for you!

Absolutely! At Ren's Pets, we believe in supporting and partnering with pet care professionals across Canada.

To receive offers and promotions relevant to your profession, make sure your professional details are up to date in the Details section of your account.

Interested in our professional referral program or have questions about products and pricing? Contact our team at professional@renspets.com for more information.

Yes! Ren's Pets supports professional groomers with access to profession-specific offers, promotions and product information.

To stay informed about opportunities available to grooming professionals, update your profession in the Details section of your Ren's Pets account.

For questions about professional grooming products, pricing or referral opportunities, email info@renspets.com .

At Ren's Pets, we're dedicated to providing quality pet products while supporting local pet care professionals, including groomers, trainers and boarding facilities.

While we don't offer full-service grooming, boarding or training, we do offer self-service Dog Wash stations at select Ren's Pets locations. Our Dog Wash stations provide a convenient space to bathe your pup, with shampoo, towels and equipment provided.

Want to learn more or book a wash? Visit our Dog Wash page for participating locations, availability and booking details.

Absolutely! We're always interested in hearing about products our customers would love to see at Ren's Pets.

If there's a brand or product you'd like us to carry, please contact our team and share your suggestion. We'll pass your feedback along to our purchasing team for consideration.