Frequently Asked Questions
Our Recipes
What if my Pet doesn't like Scrumbles?
What if my Pet doesn't like Scrumbles?
Not every pet falls in love at first bite. Sometimes a bad experience (like being unwell) can lead to food aversion, where your floof avoids anything that smells, tastes or feels like that memory even when they are feeling better. Some pets are just a bit more particular than others, and it may take your cat or dog some time to adjust to something new. That said, we've had amazing feedback from pet pawrents about the tastiness of our recipes, and we are quite different to anything else on the market, so don't give up too quickly! Try warming the food slightly, or offering it in a new bowl or area to get your pet living the gut life.
What makes your cat and dog food hypoallergenic?
What makes your cat and dog food hypoallergenic?
We keep things simple and gentle to support sensitive tummies:
- All Scrumbles recipes are free from common allergens such as soy, dairy, gluten, egg and red meat.
- We follow a pollo-pescatarian diet (chicken, turkey or fish - no beef, pork or lamb).
- Many of our wet foods are single source protein.
- Our recipes use limited ingredients for easier digestion. It’s worth noting that technically anything could be an allergen, so if your pet has known sensitivities, always check the ingredient list or drop us a message.
How long does it take to see a difference with Scrumbles?
How long does it take to see a difference with Scrumbles?
Every cat and dog is different, but most pet parents start to notice changes in the first few days, to a couple of weeks. When you're new to Scrumbles, we recommend transitioning over 7 to 10 days to give your pet's tummy time to adjust. Some mild stool changes are totally normal during this period. While some pets show early signs of improvement, like better poops or less itching, others may take a few months for full results to shine through, so hang in there!
What are prebiotics and probiotics?
What are prebiotics and probiotics?
Probiotics are "friendly" or "good" bacteria that live in your pet's gut and help:
- Break down food
- Absorb nutrients
- Keep tummies balanced and happy
Probiotics help digestion and balance your pet’s gut flora. Prebiotics are the food for these probiotics. We add probiotics to all of our dry food recipes to support gut health, for happy tums and pick-up-able poops. Gut bacteria really are your pooch’s and kitty’s best friend, and have a big part to play in your dog’s overall health. If you’d like to know a bit more about prebiotics and probiotics and how they affect your pet’s overall wellbeing, check out our blogs!
I've heard horror stories about the meat used in pet food. What do you use?
I've heard horror stories about the meat used in pet food. What do you use?
Not all pet food is created equally. At Scrumbles, we use:
- Free run poultry e.g. chicken and turkey that's highly digestible for cats and dogs
- Only meat from human food supply chains, meaning it's passed health checks and is fit for consumption
So you can rest assured that you’re getting the excess meat that we as humans don’t need, kind of like wonky vegetables that supermarkets are now selling. Nothing scary, just nutritious food that would otherwise go to waste. And no, there are no feathers, beaks or nasties.
Do Scrumbles contain GM ingredients?
Do Scrumbles contain GM ingredients?
Nope! We say a firm no to GMOs. Here's how we make sure:
- We’re very picky about our pet food and even pickier about who we work with. All our suppliers go through strict approval processes with rigorous checks throughout.
- We require written declarations confirming no GM ingredients.
- We run traceability audits and risk assessments. So you can rest easy knowing your pet's bowl is full of natural, non-GMO goodness 🙂
Shipping & Delivery
What is your returns policy?
What is your returns policy?
We offer a 14-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I get a free sample of Scrumbles?
Can I get a free sample of Scrumbles?
We don't offer free samples (sorry!) but we do have some smaller bags of our dry food recipes available, and you can also find a selection of our gut friendly goodies in Tesco, Sainsburys, Pets at Home, Waitrose, Asda and Amazon. Hopefully we pass the all-important taste test!
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method.
What happens if I'm not in when my delivery is due?
What happens if I'm not in when my delivery is due?
We encourage all customers to keep an eye on their tracking but if you're out, no stress! Here's what you can expect:
- For DPD deliveries you can choose a safe place, a neighbour, or a local pick up shop via their app or tracking link.
- You can also update your delivery preferences at any time e.g. if you've recently moved or want to exclude certain options.
Heads up: You might have already set your preferences based on a previous DPD delivery, so it's worth checking your settings to make sure everything is as you'd like it to be!
How long will it take for my Scrumbles order to arrive?
How long will it take for my Scrumbles order to arrive?
We aim to get your goodies to you within 1-3 working days after processing. - Orders are shipped using DPD's next day delivery service. - During busy periods (like holidays or sales), there may be small delays. - You will get a dispatch email with a tracking once your order is on the way We'll keep you in the loop from start to finish!
How do I track my order?
How do I track my order?
All Scrumbles deliveries are tracked. Once your order has been dispatched, you'll receive an email with a tracking link or number. Click the link to follow your delivery every step of the way. If you haven't received the email or are still having trouble tracking your order, please drop us a note at hello@scrumbles.com quoting your order number and we'll be happy to help!
Can I cancel or make changes to my order?
Can I cancel or make changes to my order?
Once your order is placed and processed, we are unable to cancel or amend these for you (sorry!). BUT, you're welcome to return it once your order arrives. Just follow our returns policy and we'll issue a refund in line with our guidelines.
Which delivery partners do you use?
Which delivery partners do you use?
We’re choosey about who we work with. As we’re committed to minimising our environmental pawprint, we deliver our delicious goodies via DPD, who offer a fully tracked, eco-conscious delivery service. We also use recyclable packaging that’s greener, which you can recyclable to avoid landfill, with the exception of the film on our wet food (we're working on it)!
Feeding Your Pets
How do I switch or transition to Scrumbles?
How do I switch or transition to Scrumbles?
Most pets switch without any issues but for sensitive cats and dogs, to avoid an upset tummy, we recommend gradually transition you pet over 7-10 days (or longer for puppies and kittens). Slow and steady wins the gut-health race! This gentle switch helps tummies adjust and reduces the risk of digestive upset. The transition can take longer especially if you're switching from a highly processed or raw diet. Mix a little Scrumbles with their current food, slowly increasing until you're 100% Scrumbles! Day 1-3 25% Scrumbles, 75% old food Day 3-4 50% Scrumbles, 50% old food Day 5-6 75% Scrumbles, 25% old food Day 7+ 100% Scrumbles Monitor stool quality and behaviour during this time. If any digestive issues persist, it's a sign the transition is too fast - slow down the process, maintain hydration and if the issues persist beyond 24hrs, please consult your vet.
What does single-source protein mean?
What does single-source protein mean?
A single-source protein recipe means it contains only one type of animal protein, such as just chicken, just turkey, or just salmon. This is great for:
- sensitive tummies
- pets with food intolerances or allergies
- keeping ingredient lists short and simple
You'll find all ingredients clearly labelled on our packs and product pages.
How much should I feed my cat or dog?
How much should I feed my cat or dog?
Feeding the correct amount for your cat or dog is key to maintaining good health and happiness. Feeding amounts may vary depending on their:
- weight and age
- activity level
- body condition
Use our feeding calculator to guide you on the feeding quantities.
How do you test that Scrumbles is tasty?
How do you test that Scrumbles is tasty?
Our family pets, Truffle and Boo are chief tasters at Scrumbles. Their approval is a must before it goes anywhere near a shelf. Once they give a wiggle of approval, we share our recipes with friends, family and our lovely customers for their feedback. All our furry friends test our recipes in the comforts of their own home. No lab testing just honest reactions from picky floofs living their best lives!
When should my kitten or puppy switch to adult food? And my adult to senior food?
When should my kitten or puppy switch to adult food? And my adult to senior food?
All our recipes are complete and balanced, designed to be suitable for all life stages and breeds, from playful pup to wise older feline. So the decision is up to you and your floof. We typically see pet owners switch from puppy or kitten food to an adult recipe around 12 month's old. Don't forget to transition again to help ensure no upset tummies. And review feeding amounts
Can I feed my pet a mix of Scrumbles dry and wet food? or mix with another brand of pet food?
Can I feed my pet a mix of Scrumbles dry and wet food? or mix with another brand of pet food?
Of course you can! Many pet owners feed a combination of wet and dry food for texture variety, dental health and hydration benefits. Just make sure:
- You're picking recipes that have ingredients appropriate for your cat or dog
- You adjust feeding amounts accordingly. Try our feeding calculator to give you a guide on ratios and portion sizes for dinnertime! And if you're new to Scrumbles, be sure to transition gradually for happy tums and bums!
Your Account / Subscription
How do I cancel my susbcription?
How do I cancel my susbcription?
Sorry to hear that you're leaving us! You can cancel your subscription anytime:
1) Log into your Scrumbles customer portal
2) Go to Subscriptions > Manage Subscriptions
3) Click Cancel subscriptions and follow the prompts.
If you need help, drop us a line!
Can I amend or change my delivery frequency? or skip an order?
Can I amend or change my delivery frequency? or skip an order?
If you're on a subscription, you can edit frequency, skip deliveries, even pause or stop your plan within your account area.
I can't sign into my account, please help?
I can't sign into my account, please help?
To log in to your Account, simply head to your Accounts page and enter your email. We'll then send you an email from "Scrumbles: Natural Pet Food" with a 6-digit verification code. Be sure to check your inbox (and your spam/junk folder just in case!) Once you’ve got the code, pop it into the box on the site and click submit. If you're still stuck, please send an email to hello@scrumbles.com and we’ll more than happy to help you out.
What's the benefit of a subscription?
What's the benefit of a subscription?
You can order via a one-off or subscription order. Not only do you save 10% on every order, but you also get access to our VIP loyalty scheme, and save the hassle/time of ordering each month. You choose your goodies, we do the rest!