FAQs
What is your return policy?
To initiate a return, please send us a message via the Contact page, and include your order number.
To be eligible for a return, your item must be unused, unwashed, and in the same condition in which you received it.
Returns received within 30 days of original ship date will be refunded in full, minus shipping charges
Returns received within 31-60 days of original ship date will receive store credit
We cannot accept returns after 60 days
Refunds are issued to the original form of payment and are processed within 5 business days of receipt of returned merchandise. You will be refunded the purchase amount and any applicable sales tax.
Customers are responsible for paying return and exchange shipping costs.
How do I exchange an item?
While we don't offer direct exchanges, you can return any new, unused item for a refund and place an order for the new item that you would like instead. We will provide a coupon for free standard domestic shipping on exchange orders (up to $7.95 in value).
Where are your products made?
We proudly handcraft all of our products in Hawaii.
How do I care for my Ilio & Co product?
All of our collars, leashes, bandanas and apparel are made with 100% cotton fabric, and cotton webbing as reinforcement inside. They hold up very well in a machine wash. We recommend washing on the gentle cycle and air-drying. To increase the longevity of your collar we recommend hand washing (also to prevent the buckle from scratching).
How do I exchange an item?
While we don't offer direct exchanges, you can return any new, unused item for a refund and place an order for the new item that you would like instead. We will provide a coupon for free standard domestic shipping on exchange orders (up to $7.95 in value).
Do you sell wholesale?
Yes! To be considered for wholesale, please email us on the Contact page and we will be in touch.
Where can I shop Ilio & Co products in person?
In addition to our website, you can find our products at The Public Pet on Oahu, as well as several retailers on Maui, including our pop-up shop at the Makawao Craft Markets every Wednesday and Saturday.
Where do you ship?
We currently offer International shipping for $15.
Will your buckles rust?
All of our buckles and metal hardware do not contain iron, so they will not rust. However if they are in salt water or chorine for an extended period of time, there can be a corrosion effect. We recommend washing or rinsing your collar after a day at the beach.