Our Policies
Our Pet Food Standards
We are pet owners working for the dogs and cats of Vancouver. We specialize in pet food that is human grade or higher because we believe for a healthy pet, a healthy diet is the first step. We vow to not carry any products that have corn, soy, wheat, or meat-byproducts that could be argued to be unhealthy for dogs and cats. This way you can rest assured that everything we carry is sourced from trustworthy companies.
We are not veterinarians. True Carnivores staff are educated, our writing is researched and are practiced on our own animals, but neither the advice of a True Carnivores staff member nor reading True Carnivores written materials can substitute for visiting a veterinarian, especially those in the practice of holistic methods. We offer carefully chosen, natural products that can benefit your pet, however, we do believe that veterinary conditions should be diagnosed and treated by professionals.
Lost Bags or Food
We have serviced thousands of happy dogs and cats all over Metro Vancouver over the years and will do our very best to make receiving your pet’s food as easy as possible. If you will not be home during the time of delivery and have a safe place for us to leave your order, we will be happy to do so. However, we will only leave your order at your door with explicit permission and instructions to do so. Please note that we are not responsible for any items that are missing, stolen, or thawed while left unattended at your delivery location. Please leave out a cooler if you are ordering any frozen items so they can be safely stored until you arrive home.
Return Policy
At True Carnivores, we understand that sometimes things happen, and with that in mind we are always happy to take back our products and offer a refund or an exchange. We have a 14 day return period for all items.
If you are trying out a new food for the first time, we recommend purchasing a smaller package to avoid food waste if it doesn’t work with your pet. Some pets get picky or will for no reason decide “I don’t want that anymore!” Although we understand this happens, our suppliers will not take back any product returns for preference reasons. If you are not sure if your pet will like it, smaller purchases are best before larger bulk sizes.
Dry Items: With any dehydrated, freeze-dried, air-dried, or any kind of “dry” products, True Carnivores is only able to take back the product if there is 75% or more left in the bag.
Raw Items: With any kind of raw foods we are happy to refund/exchange your product for you, however the food must not show any signs of thawing and refreezing, and must be returned to us frozen and have the original box so we can trace the production. Our suppliers take quality issues seriously and will not return anything if any claim of quality issues without the production codes located on every box. If you are returning an item during your delivery, please keep it in the freezer until our driver arrives. Do not leave the product outside if you are not home during delivery as we cannot guarantee that the product will be in a solid frozen state when we arrive.
Our Feline Friends
We understand the finicky nature of our cats. Please ask for samples if available at the time or purchase a small amount at a time as refunds for “preference” are not guaranteed based on the manufacturer. If approved for refund 75% of the purchase must be intact, within the allotted 2 week return time, original packaging, and of course show no signs of thawing.
* Please note treats cannot be returned once the bag has been opened *
In the event that you will not be placing another order and wish to return a product, there will be a pickup fee equivalent to the delivery fee for your area.
Claims Policy
We do our best to ensure accuracy and safe shipping of all of our orders, but we’re only human and sometimes mistakes happen!
If any items are received damaged, incorrect, or are missing from your order, we ask that you notify us within 24 hours so we can address the problem or error with our team and rectify the issue with you in a timely manner.
