Help & FAQs

You can checkout as a guest, but an account lets you earn/redeem rewards and view order history. Learn more about rewards here.

Absolutely! Here’s how:

• Adding more items

If you want to add extra products or increase the quantity of an item, you will just need to place a second order. Our site does not store your credit card information, so we can’t make any additional charges on your behalf. Please leave a comment in the notes section at checkout indicating that this order is to be combined with another order (and include the order number if you can!)

*If you are ordering for delivery, please submit any additional orders before the 6pm deadline to ensure they can be sent out with your order the next day. Please also be careful to check the delivery option, as our pickup orders are processed in a different facility. We will refund the delivery fee (if charged) when we process your order.

• Cancelling an order or removing an item

If you need to remove an item from your order, or you would like to cancel your order completely, please contact our office (604-267-3647 option 0), or send us an email (info@truecarnivores.com).

• Changing information

If you need to make any changes to your customer info such as delivery address, contact information, date of delivery etc., please contact our office (604-267-3647 option 0), or send us an email (info@truecarnivores.com).

Your point balance will show on your account page, product pages and at checkout. Once you are eligible for a discount you can redeem your points at checkout for a dollars off your order.

Once you've connected to the Frequent Buyer Program (via Astro) you will see your frequent buyer progress on eligible products. You can also view your status by viewing your frequent buyer program account here or via your account .

Local delivery is free on orders over $75 (before tax) in TC’s delivery zones; otherwise it’s $10. Sunshine Coast orders include a $5 fuel surcharge.

Yes—pickup is available; confirm times/locations at checkout and on the Contact page.

Yes—South Vancouver Delivery Centre: #106 – 358 E Kent Ave S, Vancouver (Mon–Fri 9–5).

We currently focus on local delivery and in-store pickup for frozen and raw items. Shipping for dry goods such as freeze-dried foods, treats, and supplements will be coming soon Canada-wide!

We accept returns and exchanges within 14 days with proof of purchase (store receipt or online order number). If you're trying a product for the first time, we recommend starting with a smaller size to reduce waste. Please note that returns for preference reasons (e.g. picky pets) are not accepted, as our suppliers do not allow them.

Returns must meet the following conditions:

• Dry food: At least 75% of the product must remain in the original packaging.
  
• Frozen food: Must be returned frozen, in original packaging, with at least 75% remaining.
  
• Treats: At least 50% of the product must remain.
  
• Supplements: Adored Beast (30-day guarantee) and Four Leaf Rover (60-day guarantee) are eligible for full refund or exchange.
  
  All other supplements follow our 14-day return policy and must have at least 75% remaining for full refund.
  
• CBD & full spectrum hemp oil: Final sale. These products are non-refundable due to safety, compliance, and sensitive use cases.
  

Refunds are based on the value of the remaining product.

For damaged/incorrect/missing items, notify TC within 24 hours so they can resolve it quickly. Contact us.

Earn 1 point per $1 spent (before tax, after discounts) on online orders, including delivery and pick-up.

Larger orders earn more—2x points on $150+ and 3x points on $300+.

100 points = $1 off at checkout.

Points are valid for 24 months and are non-transferable.

Brand-sponsored rewards tracked via Astro—after a set number of purchases within the brand’s timeframe, you receive a free item of equal or lesser value. Details vary by brand and are listed on product pages.

Yes! You can earn and track Frequent Buyer rewards both online and in-store through Astro Loyalty.

To make sure your purchases sync properly, just use the same email for Astro Loyalty as you do for your True Carnivores account.

If your rewards aren’t showing up, no problem — contact our team and we’ll help get everything connected. It might just be a quick email update.

Yes! You can redeem TC Points and use a Frequent Buyer reward on the same order if both are available at checkout.

Just keep in mind: to qualify for free delivery, your order total must be over $75 after all discounts and rewards have been applied.

At TC, we believe raw diets are the most biologically appropriate and nutrient-rich option for pets. That said, we understand raw isn’t always the right fit for every household or every pet.

If you prefer to cook your pet’s meals, or need to for health or comfort reasons, there are safe ways to gently prepare raw food. Our team is happy to guide you on which products are best suited for cooking and how to do it right—just reach out!

TC doesn’t recommend mixing in the same meal; offering them at separate mealtimes or adding fresh toppers is suggested for better digestion and nutrition.

Feeding raw is an investment in your pet’s long-term health and well-being. While the upfront cost may be higher than commercial kibble, many pet parents find it helps reduce vet bills over time by supporting better digestion, healthier skin and coat, and overall vitality.

At TC, we offer a variety of fresh feeding options to suit different budgets, and we’re always happy to help you build a plan that works for both you and your pet.

Explore TC’s Learning Centre articles on raw basics, transitioning, and homemade feeding to understand balanced options and safe handling.

Yes—TC provides guidance articles for homemade raw feeding so you can tailor meals safely and appropriately for your pet.

Yes—shop by Dog/Cat conditions (e.g., allergies, digestion, dental) to find targeted foods/supplements.

Click here to view Eligible Brands. Each brand has its own program terms, which are set by the manufacturer and may change.

On each product page (brand determines purchase count, timeframe, and free-item rules).

Since 1996

Call Kerrisdale (West Blvd) or Kingsway; see the Contact page for phone numbers, hours, and holiday updates.

Yes—delivery fees, brand program rules, and returns/claims policies can change. Check the Delivery, Eligible Brands, Shipping & Returns, and Policies pages before ordering.

It’s the platform TC uses to track brand-sponsored rewards; it connects indie retailers, brands, and promos. Log in once and your purchases sync going forward.

Use TC’s Astro member portal or the Astro app (iOS/Android) linked from TC’s Rewards page.