FAQ
Frequently Asked Questions
Got a question about Bounce & Bella, our treats, food, ingredients or your order?
Have a look below. If you can’t find what you need, just get in touch and we’ll help.
The Bounce & Bella Rule
What will Bounce & Bella never stock?
No grain. No vague derivatives. Ever.
Every ingredient clearly named.
Peace of mind for you.
That’s the Bounce & Bella rule, and it applies across the whole shop.
We don’t have a special grain-free range sitting alongside products containing grain. Everything we sell is grain-free.
And we don’t want ingredient lists hiding behind broad descriptions such as “meat and animal derivatives” or “derivatives of vegetable origin”.
We want you to be able to look at the ingredients and understand what you’re feeding your dog.
If we can’t be clear about what’s in it, we don’t want it in our shop.
Ingredients
What are “meat and animal derivatives” in dog food?
“Meat and animal derivatives” is a legal category description that pet food manufacturers can use instead of naming every animal-derived ingredient individually.
That doesn’t automatically make those ingredients bad.
Our problem with the description is much simpler: it doesn’t necessarily tell you specifically what the individual ingredients are.
We prefer clarity.
If an ingredient is beef, chicken, turkey or fish, we want you to be able to see that on the ingredient list.
That’s why we don’t stock products using vague derivative descriptions.
Why is everything you sell grain-free?
Grain-free has been part of Bounce & Bella from very early on.
Our own experience with Darren’s dog Sorrel made us start looking much more closely at dog-food labels and questioning what we were feeding.
We’re not claiming that grain is bad for every dog. Plenty of dogs can eat grain perfectly happily.
But we decided to make grain-free one of our permanent shop rules.
So you don’t have to check every packet.
Everything we sell is grain-free.
Do you clearly list the ingredients?
Yes. That’s one of the most important parts of the Bounce & Bella rule.
We want you to know what you’re giving your dog without needing to decipher vague ingredient descriptions.
You'll find the ingredients listed on the individual product page so you can make your own decision about what suits your dog.
Are all your treats natural?
We focus on simple, clearly listed ingredients and avoid the vague ingredient descriptions we don’t want in our own dogs’ treats.
Because recipes vary between products, the best place to see exactly what is in a particular treat is its product page.
Do your treats contain added sugar, artificial colours or artificial flavours?
Our treats are chosen around the same principle: simple, clearly named ingredients without unnecessary extras.
Please check the ingredient list on the individual product page for the exact recipe of the treat you’re considering.
Sensitive Dogs, Itching & Food Allergies
My dog keeps itching. Could food be causing it?
Possibly, but itching can have lots of different causes, including environmental allergies, parasites, skin problems and food allergies.
That’s why persistent or troublesome itching is something worth discussing with your vet rather than trying to diagnose from the food bowl alone.
Where Bounce & Bella can help is with clarity.
If you and your vet are trying to understand what your dog is eating, a clearly listed ingredient panel makes that much easier than a vague one.
Are your treats suitable for dogs with sensitive stomachs?
Every dog is different, so we wouldn’t claim that one type of treat will suit every sensitive dog.
What we can give you is a clear ingredient list, making it easier to choose products containing ingredients you already know suit your dog.
We also have simple and single-ingredient options which can be useful when you’re trying to keep your dog’s diet straightforward.
What treats should I choose if my dog has an allergy?
If you already know which ingredient your dog needs to avoid, check the full ingredient list on each product page before buying.
If you don’t know what your dog is reacting to, speak to your vet. Properly identifying a food allergy usually involves a carefully controlled elimination diet rather than simply swapping between different treats.
Clear ingredients are useful because they make it easier to know exactly what your dog has eaten.
Are your products hypoallergenic?
We prefer to tell you exactly what is in a product rather than rely on broad descriptions such as “hypoallergenic”.
All our products are grain-free and clearly labelled, and we offer a number of simple and single-ingredient options.
Check the ingredients on the individual product page against anything you know your dog needs to avoid.
Puppies
Are your treats suitable for puppies?
Many of our treats are suitable for puppies, but the appropriate age can vary depending on the product.
Please check the individual product page for the recommended minimum age.
You can also browse our puppy treats and food.
Which treats are best for puppy training?
For training, we generally recommend small treats that can be given quickly and regularly without interrupting what you’re doing.
Our training treats are designed with exactly that sort of use in mind.
When should I move my puppy onto adult food?
There isn’t one age that works for every dog.
Smaller breeds generally mature sooner than larger breeds, so when to move onto adult food depends on your puppy’s expected adult size and development.
Check the feeding information on the food you’re using and, if you’re unsure, ask your vet for advice based on your individual dog.
Feeding
How should I introduce a new dog food?
It’s usually best to change food gradually rather than suddenly.
Start by mixing a small amount of the new food with your dog’s existing food and gradually increase the proportion over several days.
If your dog has an especially sensitive digestive system or an existing medical condition, ask your vet about the best way to change foods.
How many treats can I give my dog?
That depends on your dog’s size, activity levels, normal diet and the particular treat.
Treats should be part of your dog’s overall daily food intake rather than an unlimited extra.
You'll find more information on individual product pages, and you can break many of our treats into smaller pieces when training.
Can I use your treats for training?
Absolutely.
We have a range specifically designed for training, with small pieces that are easy to give repeatedly when your dog gets something right.
You can browse our training treats here.
Samples
Do you offer samples?
We offer samples of selected dog foods so your dog can try them before you commit to a larger bag.
You can see the samples currently available here.
We don’t currently offer samples of our dog treats.
Discounts & Offers
What discounts do you offer?
We regularly have introductory offers, multipack savings and other promotions.
You can see our current offers on the discounts and offers page.
I forgot to use my discount code. What should I do?
Get in touch with us as soon as possible and we’ll see what we can do.
My discount code isn't working. What should I do?
First, check the terms of the offer because some codes only apply to particular products or collections and may not work alongside another promotion.
Also check that no extra spaces have been copied with the code.
If it still won’t work, contact us and we’ll help.
Subscriptions
Do you offer subscriptions?
Yes. Subscriptions are available on selected products so you can have regular purchases sent automatically.
You can find out more on our subscription FAQ page.
Orders
I want to change my order. What should I do?
Please contact us as quickly as possible.
If your order hasn’t yet been dispatched, we’ll do our best to make the change for you.
If it has already left us, some changes may no longer be possible, but get in touch and we’ll see what we can do.
My order hasn't arrived. What should I do?
If your order hasn’t arrived within the expected delivery period, please contact us and we’ll help investigate.
You can find current delivery information on our shipping page.
My order arrived damaged, incorrect or with something missing. What should I do?
Tell us.
Our approach to customer service is pretty simple:
What would we want to happen if this happened to us?
Get in touch and we’ll sort it out.
Can I return an order?
Yes. If you need to return something, please contact us and we’ll help organise it.
What if my dog doesn't like the treats?
We have our Sniff & Love Guarantee.
If your dog doesn’t love their new treats, get in touch and we’ll help.
Delivery
How much is delivery?
Delivery costs and any current free-delivery thresholds can be found on our shipping page.
How long does delivery take?
You'll find our latest delivery estimates and courier information on the shipping page.
Do you deliver outside the UK?
Our website currently delivers within the areas shown on our shipping page.
Please check our current shipping information before ordering.
Account & Login Problems
My account isn't being recognised. What should I do?
Try adding the products you want to your basket and continuing to checkout using the email address you normally use with Bounce & Bella.
If you still have problems accessing your account or previous details, get in touch and we’ll help.
Still Got a Question?
If we haven’t covered it here, please get in touch.
We’re a small team and we’d much rather you ask than sit there wondering.
No grain. No vague derivatives. Ever.
Every ingredient clearly named.
Peace of mind for you.