FAQ - Carnos

Frequently Asked Questions

Feeding Raw

  • How do I transition to raw?

    Transitioning to a raw diet can be done in one of two ways. The first option is a slow and gradual transition, while the second is a “cold turkey” switch. Read our “Transitioning from kibble to a truly raw diet” blog to learn more.

  • How do I know how much food I should feed my pet?

    The daily feeding amount will depend on your pet’s age, weight, and activity level. Use our raw feeding chart for guidance on where to start and adjust as needed. If you need more guidance, schedule a consultation with our team today!

  • What do I feed if my pet has allergies?

    All our products are single-protein animal parts and meal base blends making it easy to control what is in your pet’s bowl. We do not mix proteins to make it easy to create hyper-customized meals based on your pet’s unique needs. If your pet is struggling with allergies and you’re not sure what is triggering them, start simple by following an elimination diet  to help determine the trigger(s), and increase variety slowly over time. Book a free consultation to get the best recommendations for your pet!

  • What happens if my dog doesn’t eat the food?

    Switching to a new diet can be an adjustment for both you and your dog, so don’t stress! Try incorporating foods like nutritional yeast or warm bone broth to entice your dog as they get acquainted with the new diet. 

  • What do I do if my pet has loose stools or diarrhea?

    Digestives changes are common when switching foods, but it is best to take steps to resolve loose stools if they do occur. Dietary additions like probiotics, digestive enzymes, and slippery elm powder can help to get your pet regular again. Learn more in our “Transitioning from kibble to a truly raw diet” blog.

  • Is raw food safe for dogs?

    Yes! Dogs are natural carnivores and are biologically built to consume and digest raw meat and animal parts. In fact, it’s the best way to ensure they’re getting the proper nutrition that they need to be their healthiest selves. As far as food safety within our production goes, we take this incredibly seriously. Learn more on how we keep our food safe here.

  • I talked to my vet and they said I shouldn’t feed raw. Is this true?

    While many veterinarians and pet nutritionists do support raw feeding, it is not uncommon to meet a veterinarian who is against it. Many veterinarians’ concerns with feeding a raw diet lie with pet parents DIY-ing incorrectly and feeding incomplete meals that aren’t nutritionally balanced. When the right foods are fed, a truly raw diet is perfectly safe to feed our carnivores and can provide a full spectrum of absorbable nutrients that they need to be their healthiest.

  • Can I feed kibble and raw together?

    The short answer is yes. Feeding 100% raw will promote optimal health and digestion. However, even small amounts of fresh food added to kibble has been shown to be beneficial. If you decide to feed kibble and raw, we recommend feeding as much raw as you are able. It is important to note that feeding kibble and raw may not work for all dogs. However, it is a common myth that they shouldn’t be fed together at all. Allow for a 2–4-week trial period to ensure this method will work for your dog. 

  • Can my dog eat bones?

    Yes, dogs can eat bones as long as they are meaty bones! Dogs should never be fed bones without meat on them or bones that have been cooked, but raw meaty bones like beef neck or chicken feet are very healthy for dogs to have. Avoid feeding stripped and weight bearing bones. Check out our blog to learn more about the types of bones dogs should and should not eat.

  • Can I cook your ground raw food for my pet?

    Our products were formulated to be fed truly raw to receive optimal health benefits, so ideally they would not be cooked. That said, you can lightly cook our grinds if needed. Read our blog to learn more about cooked vs. truly raw food.

Our Products

  • Do you offer complete and balanced?

     We offer DIY raw foods and premade base meals for personalized diets that you can use to craft your own complete and balanced truly raw meals. New pre-made complete and balanced meals for dogs and cats that have been expertly formulated by a certified pet nutritionist are coming soon! Stay tuned and subscribe to be the first to find out about any new products. 

  • Is it safe to freeze products after they’ve already thawed out?

    Yes. If you are meal prepping, it is safe to slightly thaw the food to a working temperature that allows you to divide meals, put them into airtight containers, and straight back into the freezer. However, it is very important not to let raw food sit out at room temperature.

  • What is the Truly Raw Base and the Variety Blend?

    We’ve created raw meal bases to help you feed a truly raw diet more easily, and we have two different options. Our Truly Raw Base helps to take all the guesswork out of feeding your pet Prey Model Raw (PMR) and are single protein blends that include muscle meat, edible bone, and organs only. Our other premade raw meal base option, our Variety Blends, follow the Biologically Appropriate Raw Food (BARF) model and includes muscle meat, edible bone, organs, fruit, and vegetables. If you’d like some help determining which of these options is best for you, schedule a consultation call with one of our in-house raw feeding experts today!

  • Are bulk discounts available on products?

    We are a direct-to-consumer manufacturer, and all our prices reflect this. We do offer bulk discounts for orders over 2,400 pounds and will require refrigerated freight. All freight charges will be transferred.

  • How do I safely store and handle your products?

    Store all food in the freezer until you are ready to feed. Frozen food can be thawed in the refrigerator and should be fed within 48 hours (about 2 days) upon defrosting. If you need to partially defrost to divide the food and refreeze, it is safe to do so, but do not keep food in the refrigerator for longer than 48 hours.

  • How do I make a complete and balanced bowl?

    There are a variety of ways to craft a complete and balanced raw bowl using our products, whether you choose to use our pre-made meal base grinds or opt for a fully DIY bowl with our individual raw parts. If you need some guidance on the proper proportions to use, we have plenty of resources to help! Visit our resource center to find helpful guidance and examples of complete and balanced DIY bowls built using our products. Stay tuned for the launch of our complete and balanced line and make sure to subscribe to be the first to know when new products drop! 

Carnos Commitments

My Account

  • How do I change my password?

     You can change your password by selecting Forget Password on the login screen or in your account, under Account Details. 

  • How do I earn rewards points?

    There are many ways to earn Raw Rewards points with Carnos! One of the biggest ways to earn is to shop – customers earn 1 point for every dollar spent with us – but this isn’t the only way to earn. Navigate to the rewards page to learn about all of the ways to earn points and convert those points to savings!

  • When can I redeem my points?

    Cash in your points for real-time rewards when you reach at least 525 points. For 525 points you will receive $10 off your next order, or save up your points to cash out higher reward amounts!

  • When will my points expire?

    Points expire after 6 months of inactivity. Placing orders will keep your account active.

  • How do I redeem my rewards points?

    Rewards points can be redeemed directly through the checkout page when you’re ready to place an order, or through the rewards widget on our site.

  • How do I add information about my pet?

    You can add information about your pet to your account, in the “My Pets” tab.

  • Once I’ve placed an order, how do I track it?

    Log into your account to view information on your order status – it will show updates when the order is being processed, fulfilled, ready for pickup, and shipped. For orders that are being shipped, tracking information will be provided within your account.

Subscriptions

  • Do I need a subscription to order from Carnos?

    Nope! We do offer subscriptions, but you’re also able to order at your convenience. 

  • How does my subscription work?

    Once you’ve built an order in your cart and you navigate to the checkout page, you will have the option to subscribe and have that same order ship to you on a monthly basis. You will be able to choose the date that it will ship out each month – it will be the same date every month. As long as your subscription is active, the order you’ve set up will be shipped out on a revolving monthly cycle.

  • How do I know how much to order for my subscription box?

    This should be calculated based on how much your dog eats daily and how much freezer space you have. If you have limited freezer space, start by placing your order with enough food for 1-to-2-weeks to gauge how much space the food will take up, and adjust from there.

  • How do I make edits to my subscription orders?

    If you need to make any changes to your subscription, please contact us directly and we’ll help you. Changes cannot be made to orders that have already shipped.

  • How to cancel my subscription?

    Subscriptions can be canceled at any time in your account under the Subscriptions tab. Cancelling a subscription after an order has already been shipped will not cancel that order.

Shipping

  • Where do you ship to and how does shipping work?

    We ship everywhere in the continental US except for CO, FL, MO, and New England because we have wholesalers within these states who provide our products.  Please view our shipping map to locate your shipping zone. We offer flat rate and free shipping options to customers within Zones 1 and 2. Shipping to Zones 3+ are charged at a discounted UPS rate. We are steadily working to expand our shipping network to help lower the cost of shipping for everyone. Subscribe to stay tuned for updates! 

  • What are your flat rate shipping prices?

    To qualify for our flat rate shipping, you must live within Zone 1 and Zone 2. Orders must include at least 20 lbs. and at most 80 lbs. of product. The price ranges for product types. The flat rate for ground products is $9.99, for packs is $10, and for bones is $15. Mixed products will take on the highest cost.

  • What is your shipping schedule?

    We ship 5 days a week, Monday through Friday. Once our warehouse fills an order, it will ship between 1-2 business days.

  • How is the food packed/delivered?

     Our food is packaged inside a recyclable cardboard box with recyclable insulation walls that help to keep your order cool, and includes 5-lbs of dry ice, a poly liner, and packing paper.Each order is sealed with water-activated tape to ensure contents remain cold and secure. Make sure to take care when unpacking and do not handle dry ice with bare hands.

  • My order arrived partially thawed. What do I do? Is my food ruined?

    Your food is still perfectly safe and edible, even if it arrives partially thawed! In the summer months especially, food can sometimes arrive slightly defrosted. If the food is still cold to the touch, feeding is safe. Transfer the food directly into the freezer, and feed as you normally would.

Warehouse Pickup

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