FAQs

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 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.

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.

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

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…).

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.

We accept Visa, Mastercard, Discover, American Express, Apple Pay, Google Pay, and PayPal. NOTE: You can use an international payment method and billing address, however the shipping address must be in the lower 48 (We do not ship to Hawaii or Alaska).

Heck yes. Pick up a digital gift card to spoil your favorite pet-human duo. They’re the perfect stocking stuffer, birthday, or just because gift. We appreciate y’all spreading the love one lip-smacking bit at a time!

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. 

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!

You can always sign up to be notified the nano-second its back in stock. Our subscription system will attempt to send you the out of stock item for 30 days. Keep this in mind if you end up purchasing another product, you might get both as our system won’t recognize that you’ve placed an additional order. TIP: You can always update your next order shipment date so that you don’t receive multiple shipments back-to-back. Finally, if we’re still out of stock of your original item once 30 days passes, your subscription order will be canceled.

If your subscription contained a product that was out of stock at the time of your original subscription process date, our software will attempt to process the order for 30 additional days. If we have inventory within that time, your original subscription will process. So your next shipment will still ship on the original timeline.

We send two reminder emails, one 5 days before processing, and then a final reminder email 2 days before the process date. Be sure to log in and click on "Manage Subscription" to make any changes necessary. As a reminder, once a subscription order processes, we are unable to make changes.

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.

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.

Every pet’s palate is unique so we want to serve up a one-of-a-kind menu for your pet. Drop an email to Betsy and the gang at service@ilypet.com and they can make a recommendation.

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! 

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!

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.

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!

We gotchu! Reach out to Betsy and the team at: service@ilypet.com to help you decide.

TIP: If your pet is trying something for the first time and you’re not sure if they’ll like it, we recommend  ordering the smallest size and quantity possible. Be sure to introduce any new food gradually to allow their tummies to adjust.

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.

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.

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 to ensure our pets get the very best. The majority of our ingredients are farmed and produced in the USA or Canada. However, we source some ingredients, and essential vitamins and minerals from countries like Australia, Argentina, Thailand, and New Zealand. Our vitamins and minerals are blended in the United States by a U.S. company, and our suppliers undergo many quality checks to ensure safety.

Most of our products are manufactured in the USA with the exception of a few high-quality, USFDA-certified products sourced from Thailand. Thailand’s meat and seafood quality standards are exceptional (think: grass fed, sustainably sourced, and pasture raised). Our XOXOs Wet Cat Food, Feed Meow Cat Pouches, Treat Meow Sachets for Cats, and Irresist-a-bowls for dogs are made in Thailand.

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. 

We ship Monday-Friday. Any orders received after 10:00am MT will ship within 2 business days. Depending on your location, our inventory, or unforeseen warehouse challenges, occasionally we may get an order out a little later...we so appreciate your patience! NOTE: If you place an order after 10am MT on Friday, we’ll begin the process on the following Monday.

We partner with three shipping providers to get your food delivered safely and swiftly. Our system chooses the most efficient shipping method depending on each order. For real-time shipping updates, sign up for these free services:

• For FedEx orders, sign up for Delivery Manager 
• For UPS orders, sign up for My Choice
• For USPS orders, sign up for Informed Delivery

These are free services that will send you updates anytime a shipment is made with your email address. You can also re-direct shipments to local pick-up locations to help avoid missed shipments. 

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

YES! To avoid confusion, please only include the PO Box and not the street address. This can cause the order to fail - we don’t want that! ;)

Easy. You can do this right in your account. All you have to do is log on to your profile, click "Manage Your Subscriptions" on the left-hand side, select the next upcoming shipment and click: Change shipping, Enter new address, and then be sure to click "Use for all shipments.”

This can only be done before an order is placed. Remember to review your order juuuust in case your computer’s auto-fill takes over and selects a different address for you (not cool).

It happens, we get it! Email Betsy and the gang at service@ilypet.com and they will make it right depending on your situation.

Save yourself an email and sign up for delivery updates with our shipping providers:  

• For FedEx orders, sign up for Delivery Manager 
• For UPS orders, sign up for My Choice
• For USPS orders, sign up for Informed Delivery

These are free services that will send you updates anytime a shipment is made with your email address. You can also re-direct shipments to local pick-up locations to help avoid missed shipments. If you need some more information, we’ll help you out! Shoot us a message at service@ilypet.com.

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.

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.

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!

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. 

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

service@ilypet.com

We want your pet to get their goodies stat! So please make sure to update your subscription shipping address before we process your order. Here’s how you do it: Log into your account, go to Manage Subscriptions, and Update the address in your next order. Be sure to click "Use for all shipments" at the bottom.

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

Sorry about that! Sometimes this happens because our software doesn’t account for out of stock items. We do all that we can to prevent this from happening. Just in case it does, send an email to service@ilypet.com and we’ll make it right.

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

You’ll receive 2 reminders before a subscription order is processed. So, if you want to make a change before the order goes out, you’ll have to do it before then. All you have to do is click on "Manage Subscription" to make any changes necessary. As a reminder, once a subscription order processes, we are unable to make any changes. TIP: Be sure to add service@ilypet.com to your trusted contacts to ensure you receive the notification.

If your subscription contained a product that was out of stock at the time of the process date, we’ll attempt to process the order for another 30 days. If we’re back in stock within those 30 days, your original subscription will ship as soon as it’s back on shelves. Therefore, your next monthly subscription will still ship on its original monthly schedule.

You will need to create an account to access your subscription orders. We don’t recommend you set up your subscription under “guest” mode cause things can get wonky real fast. Also, while you may have signed up for our email newsletter, you’ll still need to create a separate subscription login for the smoothest subscription experience.

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!

It’s easy to apply rewards to your orders. For one-time orders, the rewards option will appear
as a drop down at checkout. For Subscription Orders, just log in, click rewards, and redeem the
available amount and they will automatically apply to your next subscription order.

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 onto your account and click “Manage Subscription.”

PLEASE NOTE: You’ll receive 2 reminders before a subscription order is processed. So, if you want to make a change before the order goes out, you’ll have to do it before then. All you have to do is click on "Manage Subscription" to make any changes necessary. As a reminder, once a subscription order processes, we are unable to make any changes.

Get your goodies delivered to your doorstep every 21-56 days (3-9 weeks). Need to change your subscription frequency or pause? No problem. Head over to “Manage Subscription” to update.