Bounce and Bella

Subscription FAQ

Subscription FAQ

 

STORE CLOSED: 18th Dec until 4th Jan

Raw Food: Last Order date is 14th December
Dry Food & Treats: Last Order date is 17th December
 (Note: The 17th is a last order date. We cannot guarantee arrival before Xmas)

     Any orders after these dates will not be processed until 4th Jan


Subscriptions: If you have a subscription due within those dates it will be delayed until the 4th - unless you go into your subscription portal and press order now or choose reschedule.  Contact us if you need help with this.

 

How do I set up a subscription order?

  1. Find the first product you want and choose ‘Subscribe’ from the ‘Purchase Options’ above the product description.
    (Note: that section is slower to appear than the rest of the listing.)
  2. Choose how often you want deliveries, every 1 month, 6 weeks, 2 months.
  3. Click add to cart.

    Adding items to subscription





  4. Do the same with the next products you want.
  5. Pay for your order as usual.
  6. An email will come through confirming your order.
    Then another will arrive confirming your subscription and including a ‘View your Subscription’ button which takes you to your subscription portal.


What happens then?

That’s it. The order goes through as usual with the discount applied and the very same order will be sent out one month, six weeks or two months later depending on which you selected.

 

Is there a discount associated with the Subscription?

Yes, it’s 5% off every product you place in the Subscription order. That includes the multipacks which are already incredibly superly heavily discounted.



How do I access the subscription portal?

You can access it by following the following link and using the email you ordered with: https://bounce-and-bella.myshopify.com/a/subscriptions/login

Or clicking the ‘View your Subscription’ button in any subscription email from us (it may say it’s from seal-subscriptions).

If you’re still having problems just contact us and we’ll help: https://shop.bounceandbella.co.uk/pages/contact

 

Am I automatically charged?

Yes, once you subscribe you’ll be automatically charged every time one of your Subscription orders is placed.



Can I make changes to my Subscription?

Any changes you need to make can be made in your Subscription portal. Any changes you make need to be done 5 days before your order is due to be issued.



How do I access the portal to make Subscription changes?

After you’ve set up your first subscription order an email will come through with a link to your Subscription portal.

All subsequent Subscription emails will also have a link to your portal.
Alternatively you can access the portal here: https://bounce-and-bella.myshopify.com/a/subscriptions/login

Or Contact Us to help at:  https://shop.bounceandbella.co.uk/pages/contact



What changes can I make in the Subscription portal?

Lots. You can change the products, the quantity of products, your email address, edit shipping info, change the subscription interval, skip (and unskip) future orders in the subscription, place an order now, and of course pause, resume, cancel and reactivate your subscription.



Argh! I can’t make the changes…

If at any point you need a little help, just let us know and we’ll get it sorted out for you. You can contact us here: https://shop.bounceandbella.co.uk/pages/contact




Double Argh! I can’t even get into the portal…

Just let us know and we’ll help - we’re very friendly :)
Here’s our contact page: https://shop.bounceandbella.co.uk/pages/contact



How do I know the next subscription order is on its way?

Your next subscription order just gets processed automatically as usual and as though you did it yourself.
Order and shipping details will come through via email as usual.
You will also get notification from our subscription app confirming it’s a subscription order.
Subscription emails may come from ‘seal-subscriptions’.



Can I see the billing schedule for future orders anywhere?

You can access the Portal and see the billing schedule there. If you’ve only just placed the subscription it may take a few hours before the next in the schedule appears.



Can I set up one subscription order with two different times between orders? (e.g. Food every month but Treats every 6 weeks.)

That’s not possible, but you could set up two separate subscription orders. One for the food and one for the treats.



Do I get the subscription discount on the first subscription order I place or just the subsequent ones?

On the first and the subsequent ones.



How long are the gaps between subscription orders?

We’ve set up three plans: one month, six weeks, and two months.


Can I change the gap between subscription orders?

Yes. Once you’ve set up the subscription order you can go into your subscription portal and change the gap to what works best for you.


Can I change the contents of my subscription?

Yes! Just pop into your portal at any time and change them. You may not be able to change them if they’re being prepared for shipment or have already been shipped but our sniff and love guarantee will always apply :)



Can I change the quantity of a product in my subscription?

Yes! Same answer as above - Just pop into your portal at any time and change them. You may not be able to change them if they’re being prepared for shipment or have already been shipped - our sniff and love guarantee always applies though :)



My lovely dog still has plenty of treats and food and we’re nowhere near ready for the next order - can I skip this Subscription order and get the next one instead?

Yes. Just pop into the portal and in the billing section it will say in light blue ‘skip payment’ (it’s quite small).
Just click that to skip the next order and you’ll be ready for the one after.



Oh no! I accidentally pressed ‘skip payment’. What should I do?

Don’t worry, that will now read ‘unskip payment’. Just press that and you’ll be back as you were.


We’re not quite ready for the next order - can I just pause the Subscription for a few days?

Yes. Just pop into the portal and hit the big orange ‘pause my subscription’ button, then unpause when you’re ready for the next lot of goodies. Be aware, that might not be possible if the order is already being processed but you can always contact us and we’ll work out what to do for the best...
https://shop.bounceandbella.co.uk/contact


Can I cancel?

Yes, at any time. Just go into the portal and click the big red ‘cancel my subscription’ button.



Is there a discount associated with the Subscription?

Yes, at the moment it’s 5% off every product you place in the Subscription order. That includes the multipacks which are already incredibly superly heavily discounted.



If the prices of products go up, what happens to the prices in my next Subscription order?

They’ll also go up but we don’t raise prices often.



What are the shipping costs for the Subscription orders?

The same as they are for the usual orders. Here are the shipping details: https://shop.bounceandbella.co.uk/pages/shipping



What happens if one of the products in my Subscription order is out of stock?

Unfortunately we have to send the order without the product but you won’t be charged for the missing product.



My Subscription order arrived but the quantity or the products were wrong.

I’m sorry that’s happened. If you get in touch with us we’ll get that sorted out for you. Here’s our contact us page: https://shop.bounceandbella.co.uk/pages/contact



I got a message saying my Subscription order was being sent but it’s been 7 days and it’s still not turned up…

Sorry about that, if you contact us we’ll look into it and get it sorted out for you. You can contact us here:
https://shop.bounceandbella.co.uk/pages/contact


Arghh! My question isn’t answered in your FAQ!

We were bound to miss one - sorry it was yours.
You can get in touch with us here:
https://shop.bounceandbella.co.uk/pages/contact
We’re very friendly :)