FAQs
GENERAL QUESTIONS
How do I clean my REIN products?
To keep your products in great condition, please refer to the specific product care section on the site. 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 high-quality, water-resistant fabric that has been tested to meet safety standards. Free from detectable perfluorinated compounds (PFOA, PFOS) and designed for easy cleaning, they provide a reliable and non-toxic way to store your pet’s treats. You can feel confident knowing your pet’s snacks are kept in a safe and durable pouch.
Why choose this fabric lining?
Our fabric lining is:
Trusted Quality: Tested and passed rigorous Oeko-Tex standards, ensuring safety for your pets and durability for frequent use.
Perfect for Pet Accessories: Designed specifically for pet treat pouches, training pouches, and other pet storage solutions.
Safe and Stylish: Ideal for creating reusable, stylish, and safe treat bags that prioritize your pet's health and well-being.
MANUFACTURING
Where are REIN products made?
REIN is designed 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.
REIN & Sustainability
Sustainability is in the heart of all our decisions. From the beginning, our focus has been on the usage of sustainable materials in our designs, where possible. We will continue this commitment into the future.
Our products are made from environmentally sustainable materials such as recycled nylon, organic cotton, and vegan leather.
SHIPPING & RETURNS
What countries do you ship to?
We currently ship to Canada and the United States.
Please note that US customers are responsible for any and all duties, tariffs, taxes, or import fees required to receive their package. These costs are not included in your order total and will be collected by the carrier or customs at the time of delivery.
Please see additional information below regarding “How much does shipping cost?”.
How much does shipping cost?
Shipping costs vary based on your location and the weight of your order. During checkout, you’ll see the shipping options and their associated fees. We also offer free shipping on orders $100 CAD (or $75 USD) and over.
Please note that while we do our best to provide transparent rates at checkout, we do not cover any additional charges, duties, or customs fees that may be applied by your local government or carrier. These are the responsibility of the customer.
At this time, there is some uncertainty around new U.S. government rules and import tariffs, including the possibility of flat charges per package. We’re monitoring these changes closely, but any such fees will be determined and charged by U.S. customs or carriers directly
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!