Please refer to the delivery zones below to find the scheduled dates for your area
Abbotsford
Burnaby
Chilliwack
Coquitlam
Delta, Ladner & Tsawwassen
Langley
Maple Ridge
Mission
New Westminster
North Vancouver
Port Moody
Port Coquitlam
Richmond
Surrey & White Rock
Squamish
Vancouver
West Vancouver
Whistler
Ordering Questions
Delivery is free when the minimum order for your area is met ($75 for Vancouver and $99 for all other areas, before tax).
If you do not meet the minimum for free delivery, a $10 delivery fee will be added to your order.
Absolutely!
Changes to order:
Just email or call us to let us know of any changes you would like to make. We ask that any changes are submitted before our 4 pm deadline the day before your delivery.
Add-Ons:
You can place an add-on to your order online and leave a comment in the notes section that it is to be added on to your previous order, and we will refund the delivery fee if one was charged. We ask that any add-ons are submitted by our 4 pm deadline the day before your delivery.
You will earn 1 point for every dollar that you spend, and you can redeem points as soon as your next order, or let them build up for a larger discount. 100 points is equal to $1 off your total.
When you are checking out, there will be an option at the top of your screen to redeem points or enter a coupon code.
Some of our partners offer a frequent buyer program to reward their loyal customers. When you purchase any of these items, your purchase will be entered on a frequent buyer card. Once you’ve purchased the required quantity (most are 10-12 purchases) within the valid timeframe (typically 12 months), you will receive a free item! Participating brands are:
- 3P Naturals (cat food only)
- Big Country Raw
- Bixbi Rawbble
- Bold By Nature
- Butcher Blend (cat 4lb box, dog 20lb box)
- Canisource Grand Cru
- K9 and Feline Natural (freeze-dried foods)
- Pets Go Raw
- Primal (frozen and freeze-dried foods)
- Rawbone
- Smack
- Tom & Sawyer
- Zeal
- Ziwi Peak (air-dried foods)
Whether you shop online or in-store, your purchases will be tracked on the same account that is linked by your name, phone number and email address.
If you’ve earned a free item through the Frequent Buyer Program, you don’t need to add the free item to your cart, you can simply leave a comment in the notes section at checkout indicating that you would like to have your free item added to your order. You are eligible to redeem for the lowest-valued item you have purchased previously.
Your order must reach the regular minimum for your zone to receive free delivery.
You are also welcome to pick up your free item in our store!
At this time we can only accept orders within our local delivery zone, as we deliver all orders ourselves to ensure product quality and delivery reliability. We do not offer shipping to other areas of Canada or internationally.
Please reach out to the manufacturer of the product you are interested in, and they may be able to recommend retailers near you.
We accept Visa and Mastercard on our website.
If you wish to pay by e-transfer, you can call to place your order over the phone. Please note that we must receive payment before your order ships.
Delivery Questions
Our deadline to order is 4 pm the day before delivery in your area.
If you prefer to place your order well in advance, just let us know which day you would like to receive your order in the “notes” section during checkout.
Please see our colour-coded map or your city’s icon for what days we deliver in your area.
Our drivers are on the road from approximately 9 am to 5 pm most days. Because we handle so many deliveries and want to route our drivers in the most efficient way possible, we cannot provide an exact ETA in advance of your delivery day.
If a delivery is going to your workplace and you need to receive it before you leave at the end of the day, please let us know of these time restrictions in the notes section at checkout and we will do our best to get our driver there before you go.
*Please note that we cannot guarantee delivery times, but will contact you if we cannot make it during the time you requested.
You will receive a delivery ETA the morning of your delivery, along with a tracking link. You can communicate with the driver if you won’t be home to provide drop-off instructions.
Nope! You can leave out a cooler or freezer bag if your order contains frozen items, or let us know in the notes section if you are okay with us dropping your order off at the door (we will not leave behind our own freezer bags).
If you live in an apartment, please provide us with a buzzer number and we can drop your order off at your door. If you would like your order dropped off with the front desk, please check first if they will accept food and/or frozen goods first as many will not, and then let us know to drop off at the front desk in the order notes.
We cannot assume responsibility for items dropped off if they thaw or are stolen, so unless we have explicit permission to drop off frozen items unattended, we cannot do so.
Please leave out your own cooler or insulated bag for your order to be placed in, or arrange to have someone home to receive your delivery.
If you are not home at the time of delivery and coolers have not been provided, we will need your permission to drop off your order WITHOUT insulated bags. If we cannot reach you to confirm, and you haven’t left us a note when your order was placed stating this is okay, it will result in a failed delivery.
There are many options if you live in an apartment and won’t be home at the time of delivery.
- If you can buzz us into the building from your cell, we can leave your order at your door.
- You could ask a neighbour or building manager to let us into the building if you are unable to remotely.
- You can provide us with a door code or key to access the building if you aren’t able to buzz us in at the time of delivery.
- We can leave your order with the concierge (please confirm that they will accept food/frozen goods as not all do!)
- Have us deliver to your workplace instead.
Remember to leave out a cooler if you are ordering frozen items.
If none of these options are available to you, please let us know when you will be home for us to deliver, and we will do our best to accommodate your schedule in our delivery route.
If we weren’t able to reach you at the time of delivery to access your building or confirm if drop-off without coolers is OK, we will have our driver bring your order back to our delivery centre at the end of the day.
You can contact us to reschedule delivery (a $10 fee will apply to subsequent delivery attempts), or to arrange free pick up from our store in Kerrisdale.
Of course! When you checkout, we will give you the option of delivery or pick up. You will still earn points towards discounts on pick up orders.
Please wait until you have received a phone call or email saying that your order is ready before coming to pick up, as the website inventory does not reflect what is available in-store.
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.
