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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, with that in mind we are always happy to take back our products and offer a refund or an exchange within 14 days of purchase. We offer a full satisfaction guarantee and give you a full/partial refund on any items you are not satisfied with; With exclusion to nutraceuticals or supplements.


True Carnivores will only be able to accept any returns/exchanges with the product in its original outer packaging. Due to the fact that we will need the box codes or production dates to trace.

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 in store, the food must not show any signs of thawing and refreezing.

We have a few different ways that we accept returns. We can either pick the product up when we drop off your next order, or you can come down to our lovely storefront in Kerrisdale for a quick hello and a refund! It’s that simple.
*Please note that if you are returning items on a delivery, your order total must still meet the minimum for free delivery after your refund.

In the event that you will not be placing another order and wish to return a product, there will be a $10 pick-up fee for Vancouver & Richmond, Burnaby, New West, Ladner, Tsawwassen, North & West Van.

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.

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