Cancellation, Refund, and Returns Policy

Last modified: October 13, 2025

Carnos Cancellations, Returns & Refunds Policy

Thank you for shopping with Carnos.  If you are not entirely satisfied with your purchase, we’re here to help. Please refer to our policies for cancellations, returns/exchanges, order changes, and refunds.

Cancellations

• Orders may be canceled only while in ‘Processing’ status.
• Subscriptions may be canceled at any time. If your subscription order renews, that renewed order can be canceled only while in ‘Processing’ status.
• Once an order has shipped, is in pre-transit, is in transit, or has been delivered, it cannot be canceled.
• Most orders ship within one business day, and some may ship the same day. If you need to cancel or correct an order, please contact us immediately.
• If an order has been picked and staged for shipping, a $5.00 cancellation fee will apply to cover restocking costs. Subscription cancellations do not incur a restocking fee.

Order Changes

• To request changes to an order, contact us as soon as possible at help@carnos.com. We’ll do our best to accommodate your request.
• If changes affect the total cost, any additional charges must be paid before shipping. Overpayments will be refunded accordingly.

Damaged, Missing, or Incorrect Items

If your order arrives with any issues, please email us at help@carnos.com within 24 hours of the delivery date. Include the following in your claim:

• Your order number
• A description of the damaged, missing, or incorrect item(s)
• Photos showing the product and label clearly

Claims submitted after 24 hours of delivery will not be accepted. We aim to resolve all claims within 3 business day.

Returns & Exchanges

Due to the perishable nature of our products, we do not accept returns or exchanges. All sales are final.

Refunds

Refunds are only issued for approved claims (e.g., damaged or incorrect items). Once approved, refunds are processed within 3–5 business days. If you don’t see your refund, please contact your bank or our accounting team for assistance.

Shipping Charges

All shipping charges are non-refundable.

Incorrect Shipping or Order Details

At Carnos, we rely on the accuracy of the information provided at checkout to ensure timely and successful delivery of our perishable pet food products.

• Customers are fully responsible for providing correct shipping addresses, contact information, and account details when placing an order.
• If an order is shipped using incorrect information supplied by the customer, the customer accepts all liability and charges associated with that order.
• Due to the perishable nature of our products, any order shipped to an incorrect address cannot be returned and will be destroyed by the carrier.
• In such cases, a new order must be placed and paid for if the customer wishes to receive the product.

We strongly encourage all customers to double-check their order details before submitting to avoid delays, losses, or additional charges.

Contact Us

If you have any questions about this policy, feel free to reach out:

• Phone: (240) 582-3266
• Email: help@carnos.com