FAQ

FAQ

Orders & Account
Shipping & Returns
  • What can cause my order to be delayed?

    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.

  • Where do you ship?

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

  • How long will it take for my order to arrive? Can I track my order?

    Shipping time all depends on where you live in relation to our warehouse in Boulder, CO, and the shipping method you choose. 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. We fancy!

  • Do you refund shipping costs?

    In most cases, you will be responsible for the cost of returning a product.

  • How long will it take to get my refund?

    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.

  • Can I exchange my order instead of returning?

    Please get in touch with us at service@ilypet.com. In most cases, we will refund your entire product and have you place a new order for the desired product. Let us know if you have a unique situation.

  • I'm not happy with my order. How can I return my order?

    Please contact us to initiate a return: service@ilypet.com Don’t forget to include your order# and reason for return.

  • What is your return policy?

    Your satisfaction is our number one priority. We evaluate returns on a case-by-case basis, so please email service@ilypet.com and we will get back to you within 24 hours (M-F) to help you with your return.

  • If I place an order today, when will it ship?

    We ship Monday-Friday. If you place an order after 10AM MST, your order will ship on the following business day.

  • What are your return policies?

    We evaluate returns on a case-by-case basis, but your satisfaction is our top priority. Please send us an email: service@ilypet.com and we will get back to you within 24 hours (M-F). Don’t forget to include your order# and reason for return.

  • Do you offer store credit?

    We don’t offer this now; is this something you would like? We’d love to hear your feedback and suggestions on our ecommerce site. Send us an email: service@ilypet.com Thanks!

  • When will by product ship?

    We ship Monday-Friday and observe all major federal holidays. Our shipping cut-off time is 10AM MST. So, if you place your order before 10AM MST, we will put your order in the mail that day if it is a weekday. If you place your order after 10AM, we will ship your order on the next business day.

  • Do you offer free shipping?

    Free shipping is offered with a minimum purchase of $30!

Buyer's Guide
  • Are “I and love and you” pet foods organic?

    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.

  • I can’t find my favorite “I and love and you” product anymore, was it discontinued?

    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

  • Where are ILY’s products made?

    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)

  • Is the “In the Raw” food really raw?

    Yes! Our “In the Raw” foods are created using a process called freeze drying, which uses low heat, leaving the ingredients unharmed and raw. The fruits and veggies in our “In the Raw” food are gently dehydrated to around 112 degrees preserving nutrients, naturally occurring vitamins, minerals, and enzymes. With dehydration, the ingredients retain the highest nutritional value and create a fresh, wholesome meal for your pet.

  • Are any ingredients from China?

    We do not source any of our proteins, vegetables, fruits or other major ingredients from China. However, when it comes to vitamins, there are a few ingredients that are only available to be sourced from China.  A small amount of Taurine is used in our cat kibble & wet cat foods to meet the nutrient requirements set by AAFCO, this ingredient may be sourced from China. In addition, several US based suppliers have announced they can no longer source vitamin B6, folic acid, and D-calcium pantothenate from outside of China.  All of our vitamin premixes in our cat & dog kibbles are formulated, sourced, and blended in the United States by a US company. Our US supplier makes every effort to source reliable suppliers and all of these ingredients are thoroughly tested and undergo many quality checks to insure safety and that specifications are met. Here at "I and love and you" we believe in full transparency when reporting on our products. 

Additional Support
  • What are your hours?

    You may order only 24/7. Our office hours are M-F 9-5 MST, except for major holidays.

  • I need help, who can I call?

    We are a small company and don’t have a call center, so please email us: service@ilypet.com and we’ll get back to you ASAP (within 24 hours M-F)

  • What are cookies?

    Cookies are delicious treats best right out of the oven…. ohhhh, you mean the other cookies. Those Cookies are small bits of data about your visit that are stored in your browser so that we can customize your experience for your next visit to iandloveandyou.com. You can read our Cookie Policy here: https://www.iandloveandyou.com/privacy-policy

  • What is pentobarbital? Should I be concerned about the recent news?

    Pentobarbital is a euthanasia drug that has been showing up in some brands of dog food. Yes, you should be concerned and make sure that this contaminant is not in your pet’s food as it can lead to serious health problems including death. No products from “I and love and you” have ever tested positive for pentobarbital. You should feel safe using our products knowing that pentobarbital is not in our food. Please read more about this issue here and let’s keep your pets safe: https://www.iandloveandyou.com/pentobarbital/

  • What kind of music do you listen to at the office?

    We have a really awesome Sonos speaker, and it is always a battle (between the office pets) for who gets to control the music. We asked them all to create their own playlists and they each get their day to play DJ. They all have their unique preferences and you can listen to their mixtapes here: Our ILY Family