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 a product, 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) and will issue a refund equal to the amount of remaining product being returned*.
*refund amount exceptions will be listed below

Dry foods

With any non-frozen food items, we require at least 75% of the product remaining (or 50% for packages 1lb/454g or less). Refund will be equal to the value of remaining product.

Frozen foods

To be eligible for refund or exchange, food must be returned in a solid frozen state and in its original packaging. We require at least 50% of the product remaining. Refund will be equal to the value of remaining product.

Treats

To be eligible for refund or exchange we require at least 50% of the product remaining. Refund will be equal to the value of remaining product.

Supplements

Adored Beast offers a 30-day guarantee and Four Leaf Rover offers a 60-day guarantee. Both of these brands will receive a 100% refund or exchange within these time periods.

All other supplements are subject to our 14-day return period. If supplement has 75% remaining or more, we can issue a full refund. Supplements with greater use will receive a refund equal to the value of remaining product.

Waste/Cleaning/Grooming

Items such as poo bags, cat litter, shampoo or other cleaning/topical-use products are not eligible for return once opened.

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 on your behalf. The pick-up fee will be deducted from your refund when it is issued. 

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.