Click & Collect Curbside

Q: I forgot to put something on my order! Can I add on to my order in store?
A: Since we are reserving an amount on your credit card, these orders must be completed without adding additional items. You are welcome to place another order, or you can pay for any additional items in store on a separate transaction.

Q: How does the online payment work?
A: You will provide your credit card at time of checkout on the website. This reserves the funds for the order as a preauthorization on your card. When you come in to pickup your order, the store will complete the transaction, actually capturing funds from your account. 

Q: What is a preathorization?
A: Also commonly referred to as a “pre-auth” or “auth-only”, this is a pre-authorization that places a hold on your credit card for a specified dollar amount based on a projected sale amount.  This guarantees access to a credit limit for the specified amount. It is not an actual charge on your account, in fact you may not even see it in your account. You may see their “available balance” decreased, or it may show in a pending payments section.  Merchants are guaranteed those funds for up to 7 days, but must process a “Capture” in order to actually collect the funds (when you come into the store to pickup). After the 7 days, the hold is released back to the customer, regardless of if the order was captured.

Q: What payment methods do you accept?
A: We accept Visa, MasterCard, VisaDebit and MasterCard Debit online for ordering. If you do not have these options, please call the store directly to arrange an order.

Q: I have a Ren’s coupon I would like to use for curbside pickup, but the website says it is not valid? 
A: We do not accept coupons online for curbside pickup orders. If you have a coupon you would like to use on a curbside pickup order, please wait until you receive your “Ready for Pickup” email, and simply give the cashier the code when you pick up your order. 


Q: I’ve been calling the store, but the line is busy/won’t connect, what do I do? 

A: We appreciate your patience during this time. We are receiving a high volume of calls and will be rolling out a texting option by the end of April 2021. If you can’t get through on the phone but have received your “Ready for Pickup” email, you can head directly to the store. 


Q: I bought the wrong product, are you accepting returns or exchanges? 

A: We understand that money is a bit tight at this time and are still accepting returns and exchanges. Please note, we have extended our return policy until June 1st (may extend further depending on COVID-19 developments), so if you do not need to return your product immediately, we ask you to wait until our stores reopen to the public. If you would like to return curbside, please bring your product and receipt with you to the store, and our store staff will be happy to help you. 


Q: I haven’t received my “Ready for Pickup” email, can I just show up at the store? 

A: Our store staff are processing through the orders as quickly as possible, in the order that they were received. Please do not come to the store unless you have received your email. Please be patient, we are having a large volume of orders go through the stores at this time.

 

Q: Why can I only order full cases of cans? Can I order singles, I like to mix and match? 

A: Single cans are allowed for click and collect orders, but not for online shipping orders due to issues with damages in shipping. Make sure you have selected Pick Up in Store before changing your quantity online. 

 

Q: The product I usually purchase in store is not showing online, how do I order? 

A: We are actively working on getting all product possible up on the website to be available for curbside pickup. If there is a specific item you are looking for, please email us at info@renspets.com and we will try and get it listed as soon as possible. 


Q:  The item I want is showing out of stock in my store! Are you getting any more in? 

A: Rest assured we are still receiving orders from our vendors. We are receiving product in every day, so please be patient, we are restocking constantly and adjusting orders for volume.  


Q: I have manufacturer coupons (i.e. Pro Club Money) I would like to use, is this possible? 

A: Yes we can still take these coupons. If you have manufacturer coupons, please present at the time of pickup. We need these coupons surrendered at time of purchase, so to make sure we are charging you the correct amount, please bring them in and our store staff will complete your transaction at the store. 


Q: I shop in the store, will my Ren’s Rewards account link up online? 

A: If you signed up with a valid email address in store, you can login with that email online and any password, and your accounts will link up automatically. You will be sent a link to reset your password, so we can confirm your identity and keep your account secure. If you did not provide a valid email in the store, or you can’t remember which email you used, shoot us an email at info@renspets.com with your name, phone number and any other account info you have so we can get this set up for you. If you already created another account online, that’s ok! Send us an email and we will merge the accounts for you. 


Q: Will my Service Dog or First Responder discount apply online? 

A: Yes! As long as you are logged in to your account when making a purchase, your customer specific pricing will apply automatically.  


Q: I got my “Ready for Pickup” email, but some of the product I ordered was shorted. Why is that? 

A: Our store staff are currently applying limits to the following items: 

  • All bags of food (3 units/customer) 
  • All bags & boxes of litter (2 units/customer) 
  • All disinfectant (1 unit/customer) 
  • All masks (4 units/customer) 
  • 16lbs+ raw (2 boxes/customer) 
  • 4lb raw (4 boxes/customer) 

If you ordered more than the limit of these items, they will be shorted. We endeavor to keep our inventory as accurate as possible, but if an item not listed above was shorted, it is due to us not having the product at this time. These inventory discrepancies are fixed as soon as possible, so please do try to order again at a later date, or if available, order for delivery. We will only capture funds for what you pickup!


Q: How do I redeem my frequent buyer bags or Ren’s Rewards Points or Gift Cards? 

A: If you are eligible, your frequent buyer bag will be redeemed at pickup by our cashiers. Ren’s Rewards Points and gift cards can be applied as a form of payment when you pick up in store. 


Q: What hours are the stores open for Curbside Pickup? Can I call to pay outside of these hours? 

A: Our store staff are only accepting calls within the hours listed below. We do have staff in store prior to open to get a head start on picking all of your orders, but we ask you to call the stores during the hours found at this link: https://www.renspets.com/store_locations 


Please remember physical distancing when picking up your orders.
Please be patient! We are open. We have products. Please understand our team is much busier than normal and doing all we can to help you.

*To remain fair to all customers, Click & Collect Curbside orders will only be held for 5 days after the "ready for pick-up" email is sent, after which the order will be cancelled. 

*Please note Special Orders are only available for Curbside pick-up via phone orders.