(7/1) PLEASE NOTE: SHIPMENTS ARE DELAYED UP TO 72 HOURS

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ORDERS & ACCOUNT

Yes! An account will allow you to access your order history, save your addresses, and securely store payment information. Plus, we’re a lot of fun!

This is currently not an option. Sorry, the entire purchase must be on one credit card.

Absolutely! We follow all rules for PCI compliance. We use an SSL certificate that encrypts your information as it is submitted to our website.

We accept Visa, Mastercard, Discover, & American Express. We do not accept Paypal or Venmo at this time. You may enter worldwide billing addresses with your international credit card, but your shipping address must be in the United States.

No, at this point we do not offer gift cards or store credit.

We will process your refund ASAP and you will receive an email confirmation. After that, the speed of the process is up to your credit card company. Most banks will issue the refund to your account within 72 hours.

We are currently selling the products that you can find in the “Dogs” and "Cats" sections. Navigate to a product and click “Add to cart”. To checkout, click on the cart icon in the top right of every screen and follow the prompts on the screen. Bam… you did it!

BUYER'S GUIDE

Due to the impact of Covid-19, there is an industry-wide shortage occurring in wet can production impacting both dog and cat products. The current situation is a direct reflection of increased demand for wet products along with supply chain shortages across staffing and raw materials. We are working hard to increase manufacturing capacity long-term but expect volatility to continue short-term.


Please continue to check our website for updates. We will update our product list as soon as we have stock. Sign up to be notified when we are back in stock of products right on the specific product page. Look for "Email When Available" to receive email notification. We do apologize for any inconvenience this may have caused. Thank you for your patience and understanding.

No, at this time none of our products are organic. That said, all of our pet food, chews and treats meet our natural standard – made from quality ingredients with no artificial flavors or colors, no artificial preservatives, and no by-product meals.

Alas, from time to time we do discontinue some of our products. Please contact us and perhaps we can recommend an alternative: service@ilypet.com

We at “I and love and you” believe in full transparency. Our products are manufactured in the USA, but we do source some high-quality ingredients from around the world. All our products are produced and packaged in the United States, and the majority of our ingredients are sourced and originate in the US or Canada. We do source some proteins from outside the US or Canada, such as from Australia, Brazil, and New Zealand, as we’re always looking for the highest-quality ingredients we can find. There are ingredients, for instance some essential vitamins and minerals, that simply do not originate in the US. We utilize these vitamins and minerals to meet AAFCO requirements for balanced nutritional needs. However, our vitamins and minerals are blended in the United States by a US company and our supplier undergoes many quality checks to ensure safety. If you have any questions, our consumer response team is eager to help, so please contact them at: service@ilypet.com or 855-ILY-LOVE (459-5683)

SHIPPING & RETURNS

If you enter incorrect address information, it may delay the shipment of your product. Weather may also delay the timing of your shipment. Please contact your shipping carrier for questions about weather delays.

***Please note: Some orders may be split into multiple shipments.***

We ship anywhere in the United States with the exception of Alaska and Hawaii.

We typically ship FedEx ground, and USPS for PO Boxes. We prefer FedEx, so if possible, please provide a street address only. Shipping time all depends on where you live in relation to our warehouse in Boulder, CO. We provide tracking information to you in a confirmation email at the time that your package is picked up by the delivery driver. You will receive a link to track your order in our tracking portal.

ADDITIONAL SUPPORT

Do you have plenty of inventory?
Yes, if a product is available on our website, we should have it in stock. In the rare event that we are out of stock of a product, we will contact you for substitution options.

Are you still shipping?
Yes. We are dedicated to #flattenthecurve and spread of the Covid-19 virus and have instructed our office staff to work from home. Our warehouse is staffed by one person, making sure orders are shipped and processed as quickly as possible. One person is in the office managing logistics.

Are there any shipping delays?
At this time, we do not expect shipping delays. However, we do ask to allow for an additional 1-2 days for us to process your shipment due to higher demand. If this is longer than 1-2 days, we will be in touch to let you know expected shipping times. You will receive an order confirmation, as usual. Shipping confirmations will be sent when the order is shipped.

Will production facilities close?
Our production facilities have assured us that they are taking additional manufacturing precautions, and they do not expect delays or closures.

Will prices remain the same?
Absolutely! As a brand, we are committed to the welfare of your pet, we will never raise prices due to shortages. We want you to keep feeding your pets the best possible product.

Can I check on my order?
Yes! If you haven’t heard from us regarding your order withing 2-4 days, please send us an email: service@ilypet.com


For information on COVID-19 and your pets, please check out our blog post.

You may order only 24/7. Our office hours are M-Th 9-5 MST, Fridays 9-1 MST, our offices are closed on major holidays.