Help & FAQs

No, you’re welcome to check out as a guest.

Creating an account makes things easier. You’ll be able to earn and redeem rewards on your food purchases, view your order history, and reorder your pet’s meals quickly whenever you need them. Learn more about our rewards program here.

Yes. Here’s how it works:

Adding more items to your order

If you would like to add products or increase the quantity of an item, place a second order.

For security reasons, our website does not store credit card information, so we’re unable to process additional charges on your behalf.

At checkout, please leave a note indicating that the new order should be combined with your existing order (include the original order number if possible).

For delivery orders:

Please submit any additional orders before the 6pm cutoff to ensure they can be shipped with your next-day delivery. Be sure to select the correct delivery option at checkout, as pickup orders are processed at a different facility.

If a second delivery fee is charged, it will be refunded when we process your order.

Cancelling an order or removing an item

If you need to remove an item from your raw dog or cat food order, or cancel the order entirely, please contact our office:

604-267-3647 (press 0)
info@truecarnivores.com

Changing delivery or customer information

If you need to update your delivery address, contact details, or delivery date, please contact our office:

604-267-3647 (press 0)
info@truecarnivores.com

You can view your reward points balance anytime by logging into your account. Your points will be displayed on your account page, on product pages, and at checkout.

When you’re eligible for a discount, you can redeem your points directly at checkout for dollars off your raw dog or cat food order.

If you’ve connected to our Frequent Buyer Program (powered by Astro), your progress will appear on eligible products. You can also check your frequent buyer status through your Frequent Buyer Program account or within your online account dashboard.

Local delivery is free on orders over $75 (before tax) within True Carnivores delivery zones.

For orders under $75, a $15 delivery fee applies.

Sunshine Coast deliveries include a $5 fuel surcharge.

If you’re unsure whether you’re within our delivery area, please contact us, and we’ll be happy to confirm.

Yes, in-store pickup is available.

We currently offer pickup at three locations:

• True Carnivores Kingsway (east side)

• True Carnivores Kerrisdale (west side)

• Delivery Centre (South Vancouver)

Available pickup times and your selected location will be confirmed during checkout.

Yes. We offer pickup at our South Vancouver Delivery Centre:

#106 – 358 E Kent Ave S

Vancouver, BC

Monday to Friday, 9:00am–5:00pm

You can also pick up your order at either of our retail locations — True Carnivores Kingsway or True Carnivores Kerrisdale — Monday to Saturday, 10:00am–6:00pm.

Pickup availability and location selection will be confirmed during checkout.

At this time, we focus on local delivery and in-store pickup for frozen products.

Canada-wide shipping will be available soon for dry goods, including freeze-dried foods, treats, and supplements.

Stay tuned for updates as we expand our shipping options.

We accept returns and exchanges within 14 days of purchase 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 help reduce waste.

Please note: returns due to preference (for example, picky pets) are not accepted, as our suppliers do not allow them.

Return Conditions

Dry Food
• At least 75% of the product must remain in the original packaging.

Frozen Food
• Must be returned frozen
• In original packaging
• At least 75% of the product must remain

Treats
• At least 50% of the product must remain.

Supplements
• Adored Beast: 30-day guarantee (eligible for full refund or exchange)
• Four Leaf Rover: 60-day guarantee (eligible for full refund or exchange)
• All other supplements: 14-day return policy with at least 75% remaining for a full refund.

CBD & Full Spectrum Hemp Oil
• Final sale.

These products are non-refundable due to safety, compliance, and sensitive use considerations.

Refunds are issued based on the value of the remaining product.

If you receive a damaged, incorrect, or missing item, please notify True Carnivores within 24 hours of receiving your order so we can resolve the issue as quickly as possible.

Please contact us directly, and our team will be happy to assist.

You earn 1 TC Point for every $1 spent (before tax, after discounts) on online orders, including delivery and pickup.

Bonus points on larger orders:
• 1.5× points on orders of $150 or more
• 2× points on orders of $300 or more

Redemption:
• 100 points = $1 off at checkout

Expiration:
TC Points are valid for 24 months from the date they are earned 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.View your progress or connect your account here.

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

To ensure your purchases sync properly, please use the same email address for your Astro Loyalty account as you do for your True Carnivores online account.

If your rewards are not appearing, simply contact our team and we’ll help connect everything. In most cases, it’s just 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.

You can redeem your Frequent Buyer reward by adding it to an existing order. If you’d like it delivered separately, local delivery is available for a $15 fee.

Tip: Orders over $75 qualify for free local delivery.

At True Carnivores, we believe a properly formulated raw diet is the most biologically appropriate and nutrient-dense option for dogs and cats.

That said, we understand raw feeding is not always the right fit for every pet or household.

If you prefer to cook your pet’s meals, whether for health, comfort, or personal preference, certain products can be gently cooked. Keep in mind that cooking will alter some natural enzymes and heat-sensitive nutrients, so preparation matters.

Our team is happy to guide you on which products are best suited for gentle cooking and how to prepare them properly. Please reach out, and we’ll help you choose the best approach for your pet.

We do not recommend mixing raw and kibble in the same meal.

Raw food and kibble digest differently, and combining them can interfere with optimal digestion for some pets. For best results, we suggest feeding them at separate mealtimes if you choose to include both.

Another option is to enhance kibble with fresh, species-appropriate toppers to improve overall nutrition without compromising digestion.

If you’re considering transitioning to a fully raw diet, our team is happy to guide you through the process.

Feeding fresh, species-appropriate food is an investment in your pet’s long-term health.

While the upfront cost can be higher than conventional kibble, many pet parents choose raw because it supports better digestion, healthier skin and coat, improved body condition, and overall vitality.

At True Carnivores, we offer a range of feeding options to suit different budgets. Whether you’re feeding fully raw or incorporating fresh food into your current routine, our team can help you build a plan that works for both you and your pet.

If you’re new to raw feeding, we recommend starting with the fundamentals.

Visit our Learning Centre to explore articles on raw feeding basics, transitioning from kibble, balanced meal options, and safe food handling. These resources are designed to help you understand how to feed fresh food properly and confidently.

If you’d prefer personalized guidance, our team is always available to help you get started.

Yes. True Carnivores provides educational resources to help you prepare homemade raw meals safely and appropriately for your pet.

Our guidance articles cover balanced meal formulation, ingredient selection, and proper handling to ensure your dog or cat receives complete and appropriate nutrition.

If you need additional support, our team is available to help you build a plan that meets your pet’s specific needs.

Yes. You can shop by dog or cat condition to find targeted foods and supplements designed to support specific needs, including allergies, digestion, dental health, joint support, and more.

We organize products to make it easier to find options that align with your pet’s individual health goals.

If you’re unsure what’s best for your pet’s breed or condition, our team is happy to help guide you.

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).

True Carnivores has been serving the Metro Vancouver community since 1996.

With nearly three decades of experience in fresh and raw pet nutrition, we’re proud to support local dogs and cats with quality food and knowledgeable guidance.

All phone lines are directed to our Delivery Centre, where our team can assist you with product questions, orders, pickup, and delivery inquiries.

For current phone numbers, store hours, and holiday updates, please visit our Contact page.

Yes. Delivery fees, brand program terms, and return or claims policies may be updated from time to time.

We recommend reviewing our Delivery, Eligible Brands, Shipping & Returns, and Policies before placing your order to ensure you have the most current information.

The Astro Frequent Buyer Platform is the system True Carnivores uses to track brand-sponsored rewards and promotions.

It connects independent pet retailers, participating brands, and their reward programs in one place, so your purchases are automatically and accurately tracked.

You can log in through True Carnivores’ Astro member portal or by using the Astro Loyalty app (available on iOS and Android).

Both options are linked from our Rewards page for easy access.