Frequently Asked Questions

 

TOPIC COVERED:

DISCOUNTS & CODES
LOG IN PROBLEM
SUBSCRIPTION SERVICE
ORDER ISSUES
SHIPPING
OUTSIDE THE UK
SAMPLES
PUPPY QUESTIONS
ABOUT OUR INGREDIENTS
ITCHY SKIN, SENSITIVE STOMACHS & ALLERGIES
FEEDING & PRACTICAL QUESTIONS

If you're topic isn't covered here just get in touch and we'll help:
https://shop.bounceandbella.co.uk/pages/contact

 

DISCOUNTS & CODES

What discounts do you offer?
We've created a few discounts for you to use on your journey with Bounce and Bella. You can find out more here:
https://shop.bounceandbella.co.uk/pages/dog-treats-food-discounts-for-you

I'm a first time user on your website and want to get my 50% treat discount how do I do it?
We've popped all the information you'll need here for you:
https://shop.bounceandbella.co.uk/pages/discounts

I've found that same 50% discount code on a different product - can I use it again?
It's a one-time use code only I'm afraid.

I've bought from your website before but never used the 50% off code - can I use it now?
Yes, absolutely! It's a one-time use code so when you use it is up to you.

My 50% off code is not working properly
Make sure you follow the instructions on the discount page as the code only applies to the items on the 50% off page (it will not work with multipacks for example).
Be sure there is no space at the end of the code.

I forgot to apply my discount code to my order, can I go back and apply it?
If you have forgotten to apply your discount code to your order, simply contact us and we'll be able to apply it for you.

Do you do a discount for first time food buyers?
Yes. We do a 20% off discount for our grain free dry food, here's where you can find out more: https://shop.bounceandbella.co.uk/collections/dry-grain-free-dog-food
And you can grab some samples for your dog to try first here: https://shop.bounceandbella.co.uk/collections/samples

Do you do a discount for first time raw food buyers too?
Yes we do. It's a 20% off discount too and you can find out more here:
https://shop.bounceandbella.co.uk/collections/raw-dog-food-80-10-10

 

 

LOG IN PROBLEM

Just tried to log in to create a new order and it says my email/account is not recognised?
Not to worry, very occasionally the system produces this glitch but your details are still remembered.
Simply, add your items into the shopping cart without logging in.
Once you proceed to checkout and are asked to input your email the system will then find your account.

 

SUBSCRIPTION SERVICE

We have recently begun a subscription service to make life easier for you by sending out your regular purchases automatically and with a small discount. You can find out more here: https://shop.bounceandbella.co.uk/pages/subscription-faq

 

ORDER ISSUES

Our view on customer service is really simple... What would we want to happen if that happened to us?
We take full responsibility for your order - any issues just get in touch and we'll help.

I want to make amendments to my order, how do I do this?
If your items haven't been dispatched then please contact us before 12pm on the day you've ordered and we'll be able to help.
If your items have been dispatched then we may not be able to make amendments but please contact us and we will see what we can do.

My order hasn't arrived, what do I do?
Usually if your item hasn't arrived within the 2-5 working day estimate then please feel free to contact us and we'll be able to chase it up with the courier for you.

However... Please allow more time than usual to ask about lost items.
There's no way of finding your parcel until it's been registered within the Royal Mail system and unfortunately the RM strikes mean items are not being scanned in properly.

My dog doesn't like the treats, can I get a refund?
We offer a full 'Sniff & Love' guarantee so if your dog doesn't love their new treats or if you run into difficulties then feel free to get in contact and we'll be happy to help you out.

Can I return an order?
If you've received your items and want to return them, then please contact us and we'll help organise a return for you.

I've received an order that's damaged/incorrect/missing an item what should I do?
Please contact us and we'll get that sorted out for you.

 

SHIPPING

We use various couriers and may split up food and treat orders between couriers. You can find out details about costs, timings, couriers etc on our shipping page: https://shop.bounceandbella.co.uk/pages/shipping

Do you ship to Northern Ireland?
Unfortunately we can only ship within the UK at the moment because of the very very high fees associated with moving food stuffs into Northern Ireland and Europe.

OUTSIDE THE UK

Do you ship outside the UK?
We only ship within the UK at the moment from our website.
However we do sell within Europe via the various European Amazon stores. Just choose your local one and search Bounce and Bella.

 

SAMPLES

Do you do samples?
Yes. We do food samples but not treat samples yet.
Here's where to order: https://shop.bounceandbella.co.uk/collections/samples

PUPPY QUESTIONS

Are your treats suitable for puppies?
All the treats are suitable for puppies over the age of 16 weeks and some are suitable for younger puppies - the information should be on the product listing - if you can't find it - just get in touch.
Here are the treats and food we've picked out that work best for puppies:
https://shop.bounceandbella.co.uk/collections/grain-free-puppy-food-treats


When should I move my puppy over to your adult dry food?
That very much depends on what your dog's weight is expected to be as an adult.
So, if you give that a quick google (eg border collie average adult weight) and then come back here to see which of the following three adult weight brackets your dog will be in:

Weight as an adult (in bold):
1 – 10 kg
The time to switch is between 9-12 months (make sure your dog has stopped growing and isn't racing around as much as previously)

11 – 25 kg
With this range the time to switch is between 12-15 months (again, make sure your dog has stopped growing and isn't racing around as much as previously)

26 - 45 kg
Here it's about 15 months (a lot of growing support needed for the bigger growers)

 

ABOUT OUR INGREDIENTS

What are derivatives in dog food?
"Meat and animal derivatives" is a catch-all term that lets manufacturers use whatever meat is cheapest that week - beaks, feet, feathers, intestines - without telling you which animal it came from or which parts they used. The ingredients can literally change from batch to batch. We don't use derivatives in anything we sell. Every ingredient in every Bounce and Bella product is listed clearly so you always know exactly what your dog is eating.

Why don't you sell anything with grain in it?
When we started Bounce and Bella, it was because our dog Sorrel had been itching and having digestive problems for months. When we finally looked at what was in her "premium" food, we found grain, derivatives, and ingredients we couldn't pronounce. Removing grain made a huge difference for her. We decided if we wouldn't feed it to Sorrel, we wouldn't sell it to you. So everything in our store is grain-free. Not a section. Not a range. Everything.

What does "freshly prepared" mean on your labels?
It means the meat was cooked once, at a lower temperature, from a fresh or chilled state. The alternative - which most brands use - is "rendered" meat or "meat meal", which has been processed at very high temperatures, sometimes more than once, before it even reaches the factory. Freshly prepared retains more of the natural nutrients and flavour. It's also why dogs tend to go absolutely crackers for our treats.

How many ingredients are in your treats compared to supermarket ones?
Our poultry training treats have five ingredients. Our beef chews have one. Most supermarket treats have 15-25, and a good chunk of those will be grain, derivatives, sugar, salt, and things you'd need a chemistry degree to identify. We think the ingredient list should be short enough that you can read it without losing the will to live.

 

ITCHY SKIN, SENSITIVE STOMACHS & ALLERGIES

My dog keeps itching - could it be the treats?
It absolutely could. Many conventional dog treats contain grain, derivatives, and artificial additives that are common triggers for skin irritation in dogs. A lot of our customers came to us specifically because their dogs were scratching, had flaky skin, or kept getting ear infections. Many tell us things improved after switching to simpler, grain-free treats with clearly listed ingredients. We'd always recommend a vet visit to rule out other causes, but diet is one of the first things worth looking at.

Are grain-free treats better for dogs with sensitive stomachs?
Many dogs with digestive sensitivities do better on grain-free diets with fewer, clearer ingredients. Less processing, less filler, less for the gut to deal with. Our treats are made with freshly prepared meat and just a few additional ingredients, which many owners find gentler on dogs that struggle with conventional treats. Every dog is different though, so it's worth introducing new food gradually over a few days.

What treats do you recommend for dogs with allergies?
If you know the specific protein your dog reacts to, our fish training treats or whitefish cookies are a good starting point - fish is a "novel protein" that many dogs with chicken or beef sensitivities tolerate well. If you're not sure what the trigger is, our single-ingredient beef chews are the simplest option: one ingredient, nothing to hide behind. For skin support specifically, our salmon oil is chosen by many owners whose dogs have dry or itchy skin.

Is your food hypoallergenic?
We're careful with that word because "hypoallergenic" doesn't have a legal definition in pet food, and some brands use it very loosely. What we can tell you is that all our products are grain-free, free from derivatives, and made with clearly listed ingredients. Our whitefish cookies contain just two ingredients (85% whitefish and 15% potato), which makes them a genuinely simple option for dogs with multiple sensitivities.

 

 

FEEDING & PRACTICAL QUESTIONS

Are your treats safe for puppies?
Yes. Our training treats, dental chews, and single-ingredient chews are all safe for puppies from 8 weeks old. The training treats are small (about 1.5cm), low calorie (around 2.4 calories each for poultry), and soft enough for puppy teeth. Just adjust the quantity based on your puppy's size and remember to reduce their main meal slightly to account for treats during training.

How do I switch my dog to grain-free food without upsetting their stomach?
Gradually. Mix about 25% new food with 75% old food for the first few days. Then move to 50/50 for a few days, then 75/25, then fully switched. The whole process should take about 7-10 days. Rushing it is how you end up with a dog with an upset stomach and a carpet you'll never forgive. If your dog has a particularly sensitive digestive system, stretch it to two weeks.

Do your treats contain any sugar, salt, or artificial preservatives?
No. None of our treats contain added sugar, salt, artificial colours, artificial flavours, or artificial preservatives. We're genuinely baffled that some of the biggest-selling dental sticks on the market list sugar and cereals in their ingredients. If you're trying to clean your dog's teeth, adding sugar seems like an interesting strategy.

What’s the difference between your salmon oil and others?
Ours is human-grade Scottish salmon oil, purity filtered using a process called MFS that helps remove heavy metals, PCBs, and dioxins. Not all salmon oils go through that extra filtration step, which means dogs can end up getting unwanted contaminants along with the omega-3s. Ours is also 99.5% salmon oil - some alternatives bulk it out with other oils and don’t always make that obvious on the label. The remaining 0.5% is vitamin E, added as a natural antioxidant.

 

If your question isn't covered here just get in touch and we'll help.