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 better 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 is 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 items

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 drop your order off 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 a product isn’t the right fit for your pet, so we try to be as accommodating as we can with returns and exchanges.

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 committing to the larger bulk sizes.

We will accept returns and exchanges on items within 14 days with proof of purchase (itemized receipt from our store, or an order number for online orders).

How to return an item:

You can bring returns to either one of our store locations. If you would like us to pick up the return from your house or you wish to return an item at the time of your next delivery, please note that these returns are subject to a pick-up fee of $10 due to the extra time and travel for our delivery driver to bring your item back to the store for you to return. The pick-up fee will be deducted from your refund when it is issued. 

See our item-specific policies below: 

Dry Foods: With any dehydrated, freeze-dried, air-dried, or any kind of “dry” food items, True Carnivores is only able to take back the product if there is at least 75% of the product remaining. 

Raw Foods: With any raw foods we are happy to refund/exchange your product for you provided there is at least 50% of the product remaining, however the food must be in its original state and not previously thawed and refrozen. The food must be returned to us solidly frozen and have the original box or packaging so we can trace the production codes through the manufacturer. Our suppliers take quality issues seriously and having the production or lot code is vital to identifying the source of the issue or deciding to issue a recall notice.

The following items are not eligible for return or exchange once opened unless the product is faulty. 

• Cat litter
• Treats
• Supplements and nutraceuticals 

Claims Policy

We do our best to ensure the 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 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.