Delivery policy
This Delivery Policy outlines the process for delivering orders, associated fees, delivery requirements, and customer responsibilities. By placing an order with us, you agree to the terms outlined below.
1. Delivery Area & Eligibility
We currently deliver only within our local delivery zones. All deliveries are completed by our own drivers to ensure product quality, food safety, and reliable service.
We do not offer shipping outside our local delivery area, elsewhere in Canada, or internationally.
Customers outside our delivery zones are encouraged to contact the product manufacturer for information on retailers in their area.
2. Delivery Fees & Minimum Order Requirements
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Free delivery is available on orders over $75 before tax within our local delivery zones.
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Orders under $75 are subject to a $15 delivery fee.
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Deliveries to the Sunshine Coast are subject to a $5 fuel surcharge.
3. Delivery Schedule & Timing
Deliveries are typically completed between 9:30 am and 5:00 pm on scheduled delivery days.
Because delivery routes are optimized daily, we are unable to provide exact delivery times in advance. Customers will receive a delivery ETA and tracking link on the morning of delivery.
4. Delivery Access & Customer Availability
Customers are not required to be home at the time of delivery, provided appropriate arrangements are made for frozen or perishable items.
Customers may:
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Leave a cooler or insulated container, or
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Provide written permission in the order notes authorizing unattended delivery.
We are not responsible for items that thaw or are stolen after delivery. Frozen items will not be left unattended without explicit customer authorization.
5. Insulated Bags
Insulated delivery bags are available for purchase at checkout for $10 per bag.
If no cooler or insulated bag is provided and the customer is not home at the time of delivery, explicit permission must be given to leave the order without insulation. If permission cannot be confirmed, the delivery will be considered unsuccessful.
6. Apartment & Multi-Unit Buildings
Customers residing in apartments or multi-unit buildings must provide a buzzer number or access instructions at checkout.
If requesting delivery to a concierge or front desk, customers are responsible for confirming in advance that food and frozen goods are accepted.
7. Delivery Windows
Customers who require delivery within a specific timeframe must note this at checkout. A minimum two-hour delivery window is required.
While we make reasonable efforts to accommodate time requests, delivery times cannot be guaranteed. Customers will be contacted if we are unable to deliver within the requested window.
8. Missed or Failed Deliveries
If a delivery cannot be completed due to lack of access, unavailable customer, or missing delivery authorization, the order will be returned to our delivery centre.
Customers may:
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Reschedule delivery (a $15 redelivery fee applies), or
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Arrange free pickup from:
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East Vancouver: 1608 Kingsway
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Kerrisdale: 5961 West Blvd
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South Vancouver Delivery Centre: 358 East Kent Ave South
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9. Order Additions & Combined Deliveries
To add items after an order has been placed, customers must submit a separate order.
Please include a note at checkout requesting that the order be combined and provide the original order number when possible.
For delivery orders, additional orders must be placed before 6:00 pm to be included in the next-day delivery. Any duplicate delivery fees will be refunded during order processing.
10. Order Changes & Cancellations
Requests to cancel an order, remove items, or update customer information (including delivery address or contact details) must be submitted as soon as possible by contacting our office:
11. Claims Policy
We take great care to ensure the accuracy, quality, and safe delivery of all orders. However, in rare cases, errors or damage may occur.
If any items are damaged, incorrect, or missing from your order, customers must notify us within 24 hours of delivery so the issue can be reviewed and addressed promptly.
Please contact our office with your order number and a brief description of the issue. Where applicable, photos may be requested to assist our team in resolving the claim efficiently.
Claims reported outside the 24-hour window may not be eligible for resolution.
📞 604-267-3647 (option 0)
📧 info@truecarnivores.com
