REFUND POLICY

Hey, sometimes it doesn’t work out and that’s OK. We’re here to make sure you and your pet get everything you need to be your best happy and healthy selves! That's why we handle refunds on a case-by-case basis. 

So, if you (and most importantly your pet) are not completely happy with your purchase, for any reason, let’s talk. Here are some things to know before we replace a purchased item or issue you a refund.

REQUESTS MUST BE MADE WITHIN 60 DAYS OF PURCHASE 

• Proof of purchase is required for all refunds and replacements.
• There will be some instances where we will request the product to be shipped back to our headquarters in Boulder, CO (return shipping is not covered by “I and love and you”).
• If we do not request that you ship the product back and there is nothing wrong with the quality of food, please consider donating to your local shelter. 

WHEN IT COMES TO SUBSCRIPTION ORDERS…

If you want to make a change or cancel your order, or if you need to update your shipping or billing info, etc, please do so when you receive the automated email reminder five (5) days before your order is processed. Once we send out a final confirmation email, two (2) days before your order ships, you’ll have 24 hours to let us know if something doesn’t look right. Unfortunately, it’s nearly impossible to change an order after it’s been auto-magically processed.

FINAL SALE PURCHASES

Just like most of your favorite discounted brand purchases, all “final sale” promotional items are NOT eligible for refunds or replacements. These products are sold at a discounted rate because of their approaching expiration date OR because there is a limited product supply and we have to make room for new products.

In order to support our sustainability goals, we aim to reduce waste by clearing our shelves as soon as possible. 

HOW TO REQUEST A REFUND/REPLACEMENT

If you purchased your “I and love and you” pet food in the past 60 days, email service@ilypet.com from the email address you used to place your order. Share the details listed below and we’ll get you sorted!

• Order #
• Product name
• Reason for refund request 
• Photos (Food // Best Buy Date // Imperfections)
• Where purchased
• Original receipt if purchased from a retailer

Once we've received your email, we'll be in touch with a resolution within 2 business days. Unfortunately, we are unable to refund original shipping charges.

If you purchased from one of our authorized ecommerce resellers:

• First, please contact that reseller directly to arrange your return. You’ll have to check out their return policy specifics. 

Proof of purchase is required for all returns, refunds and exchanges.