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FAQs

  • Orders & Payments

How do we place an order?

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.

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…).

Is my 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, 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).

Do you sell gift cards?

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!

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!

What if you’re out of stock of our product subscription?

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.

Why did I get a duplicate subscription? OR why did I get 2 subscription orders back to back?

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.

  • 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.

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 we 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. 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.

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 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.

How come you source your ingredients from Thailand?

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.

  • 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. 

How fast do you ship?

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.

Which shipping provider do you use?

Our shipments are sent exclusively via FedEx so we recommend you sign up for Delivery Manager with FedEx. They’ll send tracking information and shipment alerts whenever you place an order with us! You can also re-direct packages to a local FedEx pick-up location like Walgreens and Walmart—which is helpful to avoid missed shipments!

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 we change our shipping address?

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).

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

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

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, my pet’s a pretty big deal. How do they 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. 

If we didn’t answer your question (that’s our B), get in touch with us!

  • Subscriptions

How can I change my subscription shipping address?

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.

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?

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.

Can I use a promotional code on my subscription orders?

Unfortunately, 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?

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.

Why did I receive a duplicate subscription delivery?

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.

How can I access my subscription?

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.

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 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.

How frequently can I receive my order?

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.

  • Yotpo / Rewards

How does the Reward Program Work?

ILY: Start earning points on all your purchases with our Rewards Program. To join, simply create an account on www.ilypet.com to get started. Once you’ve signed up, you will start earning rewards and points on all your "ILY" purchases. Important... Be sure to be logged into your account when making purchases to earn rewards. Points cannot be added to orders placed as a guest. Learn more about ways you can earn points – here

When did the Rewards Program begin?

We went live on March 1, 2022 All orders placed after this date when logged into your account have been accumulating points!

When does my rewards status and points expire?

Your points and rewards status do not expire unless you are inactive for twelve consecutive months.

Can I take advantage of discount offers and redeem my rewards?

Unfortunately, you cannot use multiple promo/discount codes. Only one code per checkout. Remember, free shipping with orders $49 or more after coupon codes are applied. (Be sure to double check before checking out).

Can I use my rewards points on a subscription order?

The rewards points are only good on one-time offers. But you can always SKIP a subscription order if needed. Be sure to do this before it processes, as we cannot make changes to orders once you hit "buy now"

Yikes, I forgot to enter my rewards coupon code!

No worries, you can use it on your next order. (We are unable to apply rewards coupon codes manually).

Yikes, I placed my order without logging into my account!

Orders will only receive points if they are placed after you're logged into your account. Send us an email to see if we can help: service@ilypet.com

How do I refer my friends and family?

We love referrals! Here's how to create and share a referral. Log into your Account, click on Rewards, scroll to the bottom of the page to see "Refer a Friend", Enter your BFF's email, and viola, they will receive a referral link. Let your friends know that they must purchase their items through the direct link provided to them to receive referral benefits. Once the order is complete, a notification will be sent via email providing referral Rewards.*Rewards are awarded once your friend makes their first purchase.

I referrered a friend but did not receive my reward. Why?

Your friend must make their first purchase of $60+ using your referral link in order to receive your referral points. Be sure to remind your friend to make their purchase!

Can I have multiple accounts?

Only one account per IP email address (one account per device) - we recommend only using one account to maximize your points!

How do I earn points?

ILY Rewards: Depending on which level of our program you’re in, you can earn 1X, 1.25X, or 1.5X points for every dollar you spend. There are also special actions you can take (see link for details)!

How do I enroll in the program?

Create an account on ilypet.com and you're automatically enrolled. If you already have an account, you'll already see rewards!

When will I get my birthday discount?

ILY: Fraud prevention ensures all customers will have a waiting period of at least 30 days from the day they set their birthday. If you sign up and set your birthday to more than 30 days away, there is no issue. You will receive the reward on your birthday. If you sign up and set your birthday to less than 30 days away, you will need to fulfill a waiting period of 30 days from the date you set your birthday.

Oh no, I'm not receiving emails from ILY?

If you're not receiving our emails it could mean you've previously unsubscribed from communications. This would also opt you out of Loyalty emails. If you would like to receive Loyalty emails, you must sign up for our emails again.

If you already receive promotional emails from us but aren't receiving any Loyalty emails, please contact us at service@ilypet.com and we'll dig into it.

Can I apply past orders to my rewards?

Unfortunately, no. We just launched the system on March 1, 2022, ALL new orders placed after logging into your account will receive rewards. *Don't miss out on rewards, be sure to log in before ordering. We cannot issue rewards for orders placed as a guest.

  • 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. We recommend having at least 1-2 months worth of product on hand, just in case.

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.