Frequently Asked Questions

Got questions?
We have answers! 

I can't access my account?

We've shaken things up a bit and changed our website.  Don't worry, your account is still on file, we simply need you to reset your password for security reasons.  Please use our password recovery tool to have a new password sent to you.

Do you ship to the United States or Internationally?

Currently we only ship to addresses within Canada. 

How do I place an order on your website?

You must first create an account. Follow the instructions to set up and confirm your account information. Once logged in, shop till your index finger can't click anymore! 

I placed an order. When will my order ship?

Generally, in stock products are shipped within 2 business days of an order being received. If you place an order with us on a Friday, for example, we may not ship your order until the the following Tuesday. 
If a product/s are currently out of stock, a customer service representative may contact you to discuss a substitution.

I just got my order, was an invoice included with it?

Yes, all invoices are taped to the outside of your box - shipments with multiple boxes will only have one invoice. You can get an additional copy by logging into your account online and going to the My Orders section, selecting the appropriate order and clicking 'Print'.

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

Absolutely! Simply provide us with proof of the cheaper price from a Canadian competitor and we will match it.

Is there a minimum order to shop on-line?

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

What is a bulk item?

Bulk items are overweight according to the shipping companies we utilize. Some examples are grooming tables & tubs, large bags of dog food, cat litter and so on. Basically, anything that’s unusually large or dense. 

What is an oversized item?

Oversized items are products that are large in size. These items require an extra shipping charge to ensure proper shipment. They are not necessarily heavy items. Examples of this would be pet beds.

Do bulk items qualify for free shipping?

No, unfortunately bulk items require a surcharge for their weight. 

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.

The items I want are on backorder. When will I be charged for them?  

You will not be charged for your backorders until that particular item leaves our facility.

My backorder purchase was rejected. Why is this? 

Orders that are under $20 will not be kept on backorder.  

Which methods of payment do you accept?

We accept VISA, Mastercard, and PayPal. If ordering by mail, fax, or telephone, payment can also be made by certified cheque or money order. A personal or business cheque will be held for 15 days prior to processing your order.  Please note that PayPal eCheck payments require 6-8 business days to process. Once we have received the funds from Paypal, we will ship out your order within 48 hours.

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. 

Why is my Canada Post expected delivery date longer then usual?

There may be specific holidays that require a longer delivery time due to high demand (such as Christmas), as well as weather that may affect our drivers. Please be aware that it may take a few more business days during these times. If you place an order on the weekend, please understand that we are out of the office on weekends and will ship your order the following business day. 

I'm a wholesale customer - how can I order from you?

Wholesale pricing is no longer available. 

I'm a breeder or a kennel representative. Can I set up an account with Ren's?

Absolutely! First, you'll need to setup an authorized account. Either email us or call our customer service department @ (866) 736-7738 (Mon-Fri 8 am to 5:30 pm EST). You can also indicate that you are a breeder or kennel when you first create your account or in the Account Information section on the Account Management page.

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.

Didn't find an answer to your question?

No question is a silly one.

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Call us 1 866 736 7738 and let us know what we missed!