Refund policy

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 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 in its original packaging. Refund will be equal to the value of remaining product.

Frozen foods

To be eligible for a refund or exchange, frozen food must be returned in a solid frozen state and in its original packaging. A minimum of 75% of the product must remain. Refunds will be issued based on the value of the remaining product.

Please note: The original packaging is required for all frozen food returns. Any product that has been repackaged or returned without its original packaging will not be eligible for refund or exchange. This policy is in place to ensure proper quality control and traceability, as our suppliers require the original box code for verification.

Treats

To be eligible for refund or exchange we require at least 75% 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 CBD oil & full spectrum hemp oil products are final sale and non-refundable. Because CBD products are often used in palliative and end-of-life care, all CBD items are final sale to ensure safety, compliance, and fairness to all customers.

All other supplements are subject to our 14-day return period. If supplement has 75% remaining or more, we can issue a full refund.

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:

Returns can be brought to either of our store locations.
If you would like us to pick up a return from your home, or if you would like to return an item through our delivery service, a $15 return pick-up/restocking fee may apply. This fee helps cover the extra time and handling required for our delivery driver to bring the item back to the store on your behalf, and it will be deducted from your refund when issued.

If you are already placing a new order that qualifies for free delivery, we are happy to collect the return at the same time, and the $15 return pick-up/restocking fee will not apply.

Please note: frozen items cannot be left outside for return pickup, as they may thaw and become unsuitable for return. Frozen returns must be handed directly to our driver at the time of pickup.

Clearance Items

All clearance items are final sale and are not eligible for return, exchange, or refund. We recommend purchasing only what you know your pet will use, as these items cannot be accommodated under our return policy.

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.