General Questions
How do I clean my REIN products?
To keep your products in great condition, please refer to the Material And Care section of the specific product page. Generally, we recommend wiping clean with a damp cloth for most items. Avoid harsh chemicals and abrasive materials.
Are the treat pouches safe for my pet?
Absolutely! Our treat pouches are lined with a high-quality, water-resistant fabric tested to meet safety standards and designed for easy cleaning. Free from detectable perfluorinated compounds (PFOA, PFOS), they provide a safe and non-toxic way to store your pet’s treats.
How do I learn more about how to use your products?
In addition to the product pages on our website, more how-to videos and content from our community can be found on our Instagram @reinpets.
Can I purchase your products in store?
We don’t have a physical storefront at the moment, but you can find us at various markets and pop-up events throughout the year!
Follow us on Instagram @reinpets and subscribe to our email newsletter for the latest updates and event announcements — we’d love to see you in person!
I love your products! How can I become a Brand Ambassador?
We’re so glad to hear that — thank you for your love and support for REIN!
If you’re passionate about our products and want to share them with your community, we’d love for you to apply to our Brand Ambassador & Affiliate Program. You can submit your application here.
Each application is carefully reviewed by our team, and we’ll reach out if it feels like the right fit. Thank you again for wanting to be part of the REIN family!
Manufacturing
Where are REIN products made?
REIN is designed and tested with love in Toronto, Canada.
We work directly with our manufacturer in Shenzhen, China, eliminating middlemen or agents to ensure transparency and control at every step of the process. From sourcing fabric to packaging, we are personally involved in every detail.
Our high standards ensure we partner with a capable manufacturer to produce a beautiful and well made product.
What's so special about your lining?
Our fabric lining is:
- Trusted Quality: Tested and certified to meet rigorous OEKO-TEX standards, ensuring safety for your pets and durability for frequent use.
- Perfect for Pet Accessories: Specifically selected for its safe, durable, and easy-to-clean qualities, making it an ideal solution for storing pet treats.
- Safe and Stylish: A sustainable and stylish alternative to disposable plastic bags.
Sustainability
Sustainability is at the core of everything we do. From the start, we have prioritized using sustainable materials wherever possible and remain committed to this approach for the future.
Our products are made from environmentally-friendly and sustainable materials, such as recycled nylon and organic cotton. They also feature animal-friendly vegan leather.
Shipping & Returns
What countries do you ship to?
We currently ship to Canada, the United States, and the United Kingdom.
Please note that shipping fees—as well as any customs duties, VAT, or import tariffs—are the responsibility of the customer. These charges are determined by local customs authorities and may vary by region.
How much does shipping cost?
Shipping costs vary based on your location and the weight of your order. During checkout, you’ll see the available shipping options and their associated fees. We’re happy to offer free shipping on orders over $100 CAD in Canada and over $75 USD in the United States.
What is your return and exchange policy?
At REIN, we take pride in the quality and craftsmanship of our products. We carefully inspect every item to ensure it meets our high standards before it reaches you. Since each item is meticulously handcrafted, you may notice slight variations in construction. These unique characteristics are a natural part of the handmade process and are not considered defects.
Please note that we do not accept returns or refunds for any reason other than verified issues related to product quality. If you receive an item with a manufacturing defect or quality concern, please contact us within 14 days of receiving your order to initiate a return or exchange.
To begin the process, please email our customer service team at info@reinpets.com with your order number, a description of the issue, and supporting photos. We will assess your case promptly and provide the next steps.
Refunds will be issued within 5 business days of receiving the product. Please note that shipping and handling fees are non-refundable, and the customer is responsible for the cost of return shipping.
If you have any questions about our refund policy, please contact us at info@reinpets.com for assistance. Thank you for your understanding and for supporting our commitment to delivering premium products with integrity.
How do I cancel/modify my order?
To cancel or modify your order, please email us at info@reinpets.com as soon as possible. We process orders quickly, so while we’ll do our best to accommodate your request, we can’t guarantee changes if your order has already been processed. Thank you for your understanding!