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Shipping & Returns

Welcome to our Shipping Information Page!

 

Shipping

We offer free shipping on orders over $70 before tax (as of Sept 1st 2016), 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 - $69 Market Rates FedEx, Purolator or Canada Post
$70 + FREE Best Way (FedEx, Purolator or Canada Post)

 

Free shipping products are usually light weight and small in dimensions that can be shipped by a carrier using standard methods. 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.

 

 

Bulk or oversized items are beyond the weight or dimensional limits based on carrier restrictions for shipping by normal methods. Bulk and oversized items do not qualify for free shipping. The cost is determined by the shipping companies, though we strive to get the best pricing we can for shipping each order. Please note that oversized items are subject to change at any time without notice.

Backorders: Please note that all backorders under $20 will be automatically canceled. 

Live in a Remote Area? See our shipping policy for Remote Area Shipping.

 

Returns

You may return an item within 15 DAYS of the date of purchase.  Returned items MUST be in unused, re-sellable condition and in the original packaging. To return any product you must call or email our customer service reps to discuss the problem and to obtain a return authorization number (RMA).  Please remember to include this RMA number inside your parcel and then send it back. All returns are to be sent prepaid by the customer unless the merchandise is defective; We CANNOT accept COD returns unless specifically authorized by Ren’s. 

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. Customers may return items for warranty work, exchange or refund as appropriate (EXCEPT for associated freight/shipping charges) within 15 days of purchase.

The following Items are non-returnable: 

• Toys and Treats                                                                         
• Dryer or Clipper repair parts
• Scissors/Shears
• 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 for defects and faultiness upon receiving the order. This will help ensure the product is returned within the 15 day period.

 

Damages

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.
Puslinch, ON, Canada N0B 2J0

Attn: RMA# (write your RMA number here)

Does Ren's pay the return shipping cost for unwanted merchandise?

No, Ren's does not pay the return shipping cost for merchandise which is no longer needed by a customer. 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.

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 15 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.

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. 

 

Placing Orders and Pricing

Ren’s Pets Depot will do everything we can to fill your orders quickly. We will endeavor to have your order leave our warehouse within 2 business days of receiving your order (weekends excluded). Our associates will inform you if an item is out of stock or back
 ordered, and will provide you with an ETA (or if you’re in a hurry with a viable substitution for the item you’re looking for). Items with extended lead times or special handling needs are noted in the product detail screens and will usually be shipped separately. We will always call you if there is an issue with promptly fulfilling your order.

 All prices are quoted in Canadian currency and are subject to     change without notice. We strive to keep our prices in effect as long as possible, but occasionally we experience significant price       increases from our suppliers. Our policy is to try and absorb such price increases but with shifting exchange rates this is not always possible. Your customer service representative will be happy to discuss and verify the current prices of products with you. While we take every effort to prevent errors, mistakes do happen, and we reserve the right to correct any errors found without notice.

Price Matching & Price Protection

Ren’s will match any Canadian competitor’s sale price, and will match (Must be an identical item, with verifiable current pricing. Matched price will factor in any shipping/delivery costs if from online). We will price protect within 2 weeks, with receipt (if an item goes on sale within 2 weeks of purchase, we will give the customer the discounted price).

Grooming Customers

The good news is that we’ve listened to your feedback and will be offering a brand new volume discount program for shampoos & conditioners in gallon sizes, effective immediately. Here are the details of the discount structure moving forward:

Please note that not all bag sizes are available on the Frequent Buyer program. Please see in-store or call to confirm which bag size(s) of your brand qualify!

  • All case quantities for gallons are 4
  • Purchases of the same SKU in any quantity of 4 or more will receive a 15% off discount.
  • Purchases greater than 4 gallons of the SAME BRAND will receive 10% off each gallon of that particular brand.
  • These discounts apply to regular pricing only and are not to be combined with any other discounts
  • We will ensure all sale pricing in our flyers for 2013 and beyond will offer a 15% discount or better to avoid the need to discount cases on sale items.


Have any other questions that weren't answered? 

 

See our FAQ page

 

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