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FAQs

  • Orders & Payments

How do we place an order for my favorite food?!

Click on “Dog food” or “Cat food” at the top of our website and let your pet start sniffing their way to their favorite product. Once you guys find something you like, click “Add to cart.” To complete your purchase, click on the cart icon in the top right of your screen. Follow the instructions and bam! Delicious, quality bites headed to your pet’s bowl soon.

Do we have to create an “i and love and you” account to make a purchase?

Yeaaaah, but we promise it makes your life a whole lot easier! Your account gives you access to your order history, allows you to update your shipping address, and securely saves your payment information. So the next time you visit us, you’ll be in and out.

Can we make a single payment with multiple credit cards?

Negative, ghost rider. Only one credit card per payment. 

Can we cancel or change our order after we place it?

Unfortunately, orders cannot be modified once you hit the "checkout" button, so please double (triple!) check everything looks right. The moment you place your order, it goes straight to our warehouse where we’ll get your order on it's way.

Side note: Please allow a few days for FedEx to scan and update your tracking info. They are experiencing delays due to shipping volume increases and staffing shortages (so if you're looking for a job…).

Do you keep my human’s credit card information safe?

Heck yes! We know how to get rowdy sometimes, but we’re rule-followers at heart. We take PCI compliance very seriously. We use an SSL certificate that encrypts personal information the moment it’s entered into our system. 

What forms of payment do you accept?

We accept Visa, Mastercard, Discover, American Express, Apple Pay, and Google Pay. We do not accept Paypal or Venmo (yet). Also, NOTE: you can enter an international billing address with your international credit card, but your shipping address must be in the USA.

Do you sell gift cards?

Not at this time, but we love that you want to make someone’s day with an “I and love and you” gift. 😍  There is an alternative way to gift the love though...send a surprise shipment to a friend and their four-legged! You can even pop in a gift message at checkout to make it extra special.

How can we get discounts, promotions, and coupons? #notcheap #justthrifty

We loveeee giving out bonus goodies because this means your pet gets to experiment with their palette. Subscribe to our newsletter (👇 of the page) and we’ll digitally deliver discounts straight to your inbox. 

We forgot to apply our coupon to our order—what should we do?

Shoot! Sorry to hear that. Unfortunately, we can’t apply a coupon code once an order has been processed. Email Betsy and the gang at service@ilypet.com and we’ll see what we can do to help out! Side note: If the coupon code doesn't expire, you can use it on a future order. Just be sure to look at the fine print!

  • Subscriptions

Is there free shipping?

Yes, yes there is! All subscription orders $49+ receive free shipping, please be sure the subtotal reaches $49 for free shipping to apply.

What do I do if I was charged shipping due to an item being out of stock?

No worries, this can happen as our software doesn't account for out of stock items. Just send us an email to service@ilypet.com and we'll make it right.

Can I use a promotional code on my subscription orders?

Promotional codes are only valid on one-time orders and may not be combined with subscription discounts.

Will I receive a notification before my next subscription ships?

Yes! We will send you a reminder five days prior to your subscription date. Please be sure to add: service@ilypet.com to your trusted contacts to ensure you receive the notification.

How can I access my subscription?

You will need to create an account to access your subscription orders. Please do not set up your subscription as a guest.

Also, you may have signed up for our newsletter, but those are two different databases. Be sure to create an account for the smoothest experience with your subscription orders.

Do I need an account to make changes to my subscriptions?

Yes, setting up an account will allow you to make changes to your profile, subscription and to view your order history. Also, you'll earn additional rewards on your subscription orders. Win, Win, Win!

How do I apply rewards points to my Subscriptions?

It's easy. Log in to your account, click “rewards”, and scroll down to "redeem points for subscriptions". Choose the discount and it will automatically apply to your next subscription order.

Can I make changes to my subscription?

You bet you can! Want to try a new treat? Add it to your subscription or swap one of your current products. Have too much or too little kibble? Update your frequency. Moved to a new address and need your snacks delivered there? No problem, we have you covered just Log into your account and click “Manage Subscriptions”. 

Changes cannot be made to any orders after the subscription date, so it's important to make edits as soon as possible.

Can I edit my subscription order?

Subscription orders can not be changed once shipped, please update your subscription prior to the processing date if there are requested changes.

How frequently can I receive my order?

Get your snacks delivered to your door every 21 - 56 days. Plus, you can change your frequency at any time or pause your subscription from your dashboard and Manage Subscriptions. 

  • Products

You guys talk about my sh*t a lot. why?

Well, according to science, a happy bum is a happy tum. There’s loads of research to prove that your pet’s poop can tell us what’s going on in that gut of theirs! Don’t believe us? Just ask Dr. Angie.

Are your foods made in the usa? where is ily food manufactured?

We believe in full transparency. Our products are manufactured in the USA with the exception of a few high-quality products sourced from Thailand because their meat and seafood quality standards are amazing: grass-fed, sustainably sourced, and pasture-raised. These products include XOXO Wet Cat Food and Feed Meow Cat Pouches, as well as Irresist-a-bowls for dogs. 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, Thailand, 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 do not originate in the US. We utilize these vitamins and minerals to meet AAFCO requirements for balanced nutritional needs. Our vitamins and minerals are blended in the United States by a US company, and our supplier undergoes many quality checks to ensure safety.

Where can we find ingredient and nutrition deets?

We’re obsessed with the details. Our website product descriptions tell you everything you need to know. For every product, we include three knowledge-packed sections: Ingredient List, Guaranteed Analysis, Feeding Guidelines—learn what’s in our food, how it impacts your pet’s digestive system, and how much to feed them. If you’ve still got questions, we’ll do our best to get you answers. Shoot us an email at service@ilypet.com.

What are your fan favorites/best sellers?

Every pet’s palate is unique so we want to serve up a one-of-a-kind menu for your pet. Take our “Find the Right Food” quiz or drop an email to Betsy and the gang at service@ilypet.com and they can make a recommendation.

Is “i and love and you” food organic?

At this time, no. However, all of our food meets the natural standard for quality ingredients with no artificial flavors or colors, no artificial preservatives, and no by-product meals. AKA nothing weird. One cool fact—ALL of our kibble is non-GMO! 

Does “i and love and you” test on animals?

We do not participate in invasive, unsafe, experimental animal testing. When we test our newest bites for palatability, safety, and digestibility, it's in partnership with AAFCO. AAFCO is the association of officials that regulate animal food and set nutrient profiles for dog and cat food. Once AAFCO approved kennels perform feeding trials and give us the thumb’s up, our four-legged office taste testers line up to give us even more feedback!

Are your wet cat and dog cans bpa-free?

Our wet cat and dog cans are BPA non-intent (BPA-NI), meaning they are not intentionally made with BPA or other bisphenol compounds (BPS, BPF, or BADGE). However, since BPA is common in the natural environment, very small trace amounts could be detected in "BPA-NI" materials.

Are your products gluten-free?

Most of our products are grain-free, but we can’t guarantee our grain-free products are gluten-free. This is because our products are produced in a facility that also produces products with grains—nature of the processing beast!

Everything looks gooood, how do i choose?!

We gotchu! Take our “Find the Right Food” quiz so your pet can start chowing down on a nutrition-packed, de-lish dish—paw-picked specially for them.

We can’t find our favorite “i and love and you” product online, was it discontinued?

Sigh. From time to time, we do discontinue some of our products. Drop us a line and we can recommend a stellar substitution: service@ilypet.com.

We can’t find our favorite product in-store, what should we do?

First, check out our store locator. We are expanding our distribution every day, so if you can’t find us locally, we’re all over it. It’s up to individual retailers to choose which products they sell. Help us help you by asking your favorite retailer to carry a specific product, OR shop right here online.

Where are “i and love and you” ingredients sourced?

We’re always going to be transparent with you. Our goal is to use the highest-quality ingredients we can get our hands on—so we source from around the world. The majority of our ingredients are farmed and produced in the USA or Canada. However, we do source some proteins from a few fellow countries such as Australia, Brazil, Thailand, and New Zealand (never China). When we look to other countries it’s because their ingredients have the best essential vitamins and minerals for our pets! We then blend their vitamins and minerals with our USA-sourced goods to meet AAFCO requirements. Our products are manufactured in the USA and we’re consistently conducting quality checks to ensure quality and safety, all around. 

  • Shipping & Returns

Where do you ship?

Lower 48, baby. We ship anywhere in the United States with the exception of Alaska and Hawaii...for now. If you’ve got feelings about this, shoot service@ilypet.com an email and we’ll bug the boss to see what we can do. 

Wo you offer super fast shipping? #thisisnotadrill

We ship Monday-Friday. Any orders received before 10:00am MT will ship the same day. If received after that time, we’ll send your shipment the following day. As a small (but mighty) company, we do not ship 2-day. Our shipments are sent via FedEx or Ground.

How can we get free shipping?

We offer FR$$ shipping on any orders over $49. Head’s up—your subtotal must reach $49 after discounts/promotions are applied. Cha-chinnng!

Do you ship to po boxes or apo/fpo addresses?

Unfortunately, we’re unable to ship to PO Boxes and APO/FPO addresses. But have no fear—you can still order "I and love and you" from our retail partners (like Amazon, Target, and Walmart!). They’re happy to deliver to PO Boxes or APO/FPO addresses. 

How do i change my shipping address?

Easy. You can do this right in your account if your order hasn't already processed; we cannot make changes to orders once they've begun their journey. All you have to do is log in to your profile, click "View addresses" on the left-hand side, select edit and delete. Most of your account information can be managed there.

What if my pets don’t like the product, what can we do?

View our refund policy here.

Does Covid-19 affect our order?

Do you have plenty of inventory?
For the most part, yes! If a product is available on our website, we should have it in stock. In the rare event we’re out, we’ll get in touch to recommend substitution options.

Are you still shipping?
100%. We’re keeping it extra safe so our warehouse is staffed by one person (and a basset hound named Desi), to make sure orders are shipped and processed as quickly as possible.

Are there any shipping delays?
At this time, we do not expect shipping delays. However, allow an additional 1-2 days for us to process your shipment due to higher demand. (We appreciate you!) If we think it will take longer than 1-2 days, we’ll 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.

Can I check on our order?
Yes! If you haven’t heard from us regarding your order within 2-4 days, shoot us an email at service@ilypet.com. Please note: we ship Monday-Friday. Any orders received before 10:00am MT will ship the same day. If you place your order anytime after 10:00am MT on Friday or over the weekend, please give our team a few days to process your order before reaching out.

Where is my dang food? shoulda been here by now.

Save yourself an email and sign up for FedEx Delivery Manager. They'll send you your shipping information and notify you every time your food makes a move. If you need some more information, we’ll help you out! Shoot us a message at service@ilypet.com.

  • Our Brand

Do you care about sustainability and the planet?

Does your cat like empty boxes? YES. Every day we’re brainstorming ways we can create a more sustainable and healthy planet—and then we work to make it happen! From choosing sustainability partners like TerraCycle to working out of a green office space—we’re committed to improving our collective pawprint to create a healthier planet. Learn more here.

Not gonna lie, i’m a pretty big deal. how do i become an influencer?

We’re always looking to add new friends to our ILY inner circle and family!Tell us a little bit about yourself and your pet and we’ll let you know if you’re a good fit. 

We wrote a great article, will you post it?

Awesome! Unfortunately, we’re not accepting user-submitted articles right now, but if you’re interested in partnering up, tell us a little bit about yourself and we’ll let you know if you’d be a good ILY ambassador fit!

How do we stay in the loop on all-things “i and love and you?”

We’re social on social—be our friend on TikTok, Facebook, and Instagram. The BEST way to learn the nano-second new products launch is to subscribe to our email newsletter. 👇 Scroll all the way to the bottom and pop in your email address. 

Who are the people and four-leggeds behind the brand?

A group of passionate weirdos who love each other to the moon and back. 

Marius