Shipping policy
Raw food comes frozen, by our own refrigerated truck. Treats ship by courier, across Canada. Here's how both work.
At a glance
| Raw food | Treats | |
|---|---|---|
| How it comes | Frozen, by refrigerated truck | By courier, across Canada |
| Order by | 11:59 pm Sunday, Toronto time | No cutoff |
| Arrives | Your area's day, the following week | Usually in 2–3 days |
| Free from | $95 (otherwise $15) | $35, on treat-only orders |
| Change or cancel | Until 3 pm Monday | Before the courier picks it up |
Raw food: delivered frozen by refrigerated truck
Our raw food never goes by courier. We deliver it frozen, by refrigerated truck, from our freezer to your door. No courier depots and no dry ice.
Order by Sunday for next week's delivery
- Order by 11:59 pm Sunday, Toronto time
- We deliver on your area's day the following week
- In Toronto, you choose your day at checkout
Holidays: we deliver through the holiday season, but not on statutory holidays.
Where we deliver
- Toronto: every postal code, any day Wednesday to Saturday
- The rest of the GTA, York Region and Simcoe County (Collingwood, The Blue Mountains, Thornbury, Meaford and Stayner): on set days
- Ottawa, Kingston, Windsor, London, Hamilton, Niagara, Waterloo and Durham: on set days
Enter your postal code to see your day: check your delivery day.
Delivery cost
- Free on orders of $95 or more
- $15 on orders under $95
- The $95 is your subtotal after any discounts
- Treats in the same order count toward the $95
On delivery day
- Our driver messages you before arriving
- Won't be home? Let us know
- Leave a cooler bag out and tell us: we'll put your order in it
Condos and apartments
Add your unit number and buzzer code at checkout. Tell your front desk a frozen delivery is coming.
When your order arrives
- Check your order as soon as it arrives
- Put raw food in the freezer right away
- Thaw it in the fridge, never on the counter
Pickup
- Di Liso's Fine Meats, St. Lawrence Market, Toronto: free, with no minimum
- Abernant Veterinary Hospital, Stayner: in-clinic pickup
There's no pickup at our Aurora storage.
Treats: shipped by courier, across Canada
Our treats are shelf-stable, so they ship by courier: UPS, Canada Post or Purolator.
- No cutoff: we pack your order the next business day
- Couriers pick up five days a week, Monday to Friday
- It usually arrives in 2–3 days, depending on where you live
- Free on treat-only orders of $35 or more
- Under $35, the shipping cost shows at checkout
Treat-only orders ship by courier, even inside our delivery area.
Changing or cancelling an order
- Raw food: you can change or cancel your order until 3 pm Monday
- Treats: you can change or cancel your order before the courier picks it up
- After the courier has it, you pay the shipping costs we incur
Email or call us with your order number.
If something arrives thawed or damaged
Email us as soon as it arrives. Telling us right away lets us follow up with the driver or courier.
- Take a photo of what's thawed or damaged
- Keep the product; don't throw it out
- Include your order number
- We'll check with you and our driver, then start your refund
Not happy for another reason? Our 60-day satisfaction guarantee has you covered: see our refund policy.
Questions
- Email: info@carnevoremountain.com
- Toronto: (416) 971-6270
- Collingwood: (705) 467-0609
- Hours: Monday to Saturday, 9 am to 5 pm
We reply within 1 business day. For returns and refunds, see our refund policy.