Cancellation, Refund, and Returns Policy

Last modified: March 1, 2024

Thank you for shopping at 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

If you need to cancel an order or a subscription, please contact us immediately. Cancellations are void when an order has shipped, is in transit, or has been delivered. We are only able to cancel orders that are with the status of ‘Processing‘. You must contact us immediately if you notice an error with your order or need to cancel the entire order. Most orders ship within one business day of order placement and in some cases ship the same day. 

Top Quality Dog Food, which operates under the name Carnos, has a policy regarding order cancellations. If an order has been picked and staged for shipping, a $5.00 cancellation fee will be charged. This fee is associated with the restocking of goods and will only be applied if an order has reached that stage. We will not charge a restocking fee for the cancellation of subscriptions. 

Order changes

If you need to make changes to an order, please contact us immediately. We will do our best to accommodate your request. In case of changes that involve payment, any discrepancies will be either refunded or collected accordingly. Please note that any collections will have to be resolved before shipping of goods.

Damaged, missing, or incorrect items

 If you have received any damaged, missing, or incorrect items, please send an email to help@carnos.com to submit a claim with us. In your email, please include the following details:

• Your order number.
• A description of the damaged, missing, or incorrect item(s).
• Photo(s) of the damage or incorrect item(s) – please make sure that the product(s) related to the claim and label(s) are visible.
• Please note that all claims must be submitted within 24 hours of receiving your order. Claims submitted after 24 hours of the delivery date will not be accepted.

We will do our best to resolve your claim within 24 business hours after submission.

Returns/Exchanges

Our products are non-returnable and non-exchangeable due to their perishable nature. All sales are final.

Refunds

Approved refunds take 3-5 business days to process. Contact our accounting team or your bank for an update if you do not see your refund within this time frame.

Shipping charges

Shipping charges are non-refundable. All shipping charges are final.

Contact us

If you have any questions about our Returns and Refunds Policy, please get in touch with us:

• By phone number: (240) 582-3266
• By email: help@carnos.com