Terms and Conditions

Company Information

Shinga Pet is a business in the Pet Industry that advertise and sell pet related products via its online store ("the site"). The site is owned and operated by Shinga Veterinary Services cc. 


By placing an order on the Shinga website, you enter into a contract of sale with Shinga Veterinary Services, and agree to be bound by the terms and conditions set out below.

Delivery policy

• Once your order is placed and paid for in full, it will be processed within 5-7 business days.

• If a product is out of stock at the time of ordering, you will be notified of the unavailability. This can have an impact on the processing time of your order as we await your instruction on how we should proceed with the order.

• Once we complete the processing, your order will be handed over to our Couriers for delivery. We will confirm delivery details by supplying a tracking number.

• Our Couriers are unable to deliver to a PO Box address. If a PO Box address is used as the delivery address your parcel will automatically be sent via the Post Office. Please take note that delivery times for PO Box addresses can take up to 10 business days.

• Delivery of your parcel will reach you within 3-5 business days from the date we sent you your tracking number (excluding outlying areas).

• If our Courier attempts to deliver your parcel and is unable to complete the delivery because you, or your designated recipient is unavailable or the courier is unable to access the property, you will be liable for all costs relating to the subsequent delivery attempts.

• Under no circumstances will Shinga be held liable for any late deliveries for any reason whatsoever. We know however, that things sometimes go wrong and we will assist you to our best ability to track your delivery and make sure you receive your order as promptly as possible.

• All orders are subject to availability. We reserve the right to cancel an order for which payment has already been received.

• Although unusual, this may occur if stock is insufficient, unavailable or the quality of goods ordered doesn’t meet our standards.

• Should we exercise this right, we will refund your payment within 5 business days, with no deductions.

Why do we charge a delivery fee?

• Delivery is never free, someone has to pay for the service. Instead of increasing our product prices to soften the blow of offering you free delivery, we have decreased our product pricing, offering you the best possible price, while being upfront with the delivery fee that you will pay.

Delivery Fee

• A delivery fee will be charged on all orders depending on your location and the weight of the parcel.

• Deliveries in and around the Johannesburg, Pretoria, Krugersdorp, Vereeniging, Brits, Rustenburg, Potchefstroom and Klerksdorp areas will incur a delivery fee of R90.00 should the parcel weight be equal to or less than 30kg or fit into a box measuring 50x50x50cm.

• Deliveries in and around the Johannesburg, Pretoria, Krugersdorp, Vereeniging, Brits, Rustenburg, Potchefstroom and Klerksdorp areas with a parcel weight of more than 30kg or packed into a box measuring more than the volume of 50x50x50cm will incur an additional R85.00 over and above the R90.00. The total cost of the delivery will therefor amount to R175.00 

• Deliveries to all other locations will incur a delivery fee of R130.00 should the parcel weight be equal to or less than 15kg. 

• Deliveries to all other locations will incur a delivery fee of R190.00 should the parcel weight be between 16 and 25kg. 

• Deliveries to all other locations with a parcel weight of more than 25kg will be charged an additional R7.00 per kg over and above 25kg*.

• The weight of a parcel is calculated as the higher value between the actual weight or volumetric weight. 

• Delivery charges are calculated based on the street code input of the delivery address.

• The delivery fee applicable to your order will be calculated and displayed during the checkout process before payment is due.

*Decimal values will be rounded up i.e. 25.7kg will be charged for as 26kg

Outlying Areas

• Outlying areas are areas not usually serviced by our preferred couriers. Delivery to these areas can take up to 5 business days from the date we sent the parcel.

• Certain outlying areas are only serviced on particular days and this may result in your delivery taking longer than 5 business days to reach you.

Delivery insurance

Products in transit are insured for a maximum of R 1000.00. Neither Shinga Pet, or our appointed courier, will be liable for any losses relating to orders (or parts thereof) that are lost, stolen or damaged in transit, exceeding the value of R 1000.00. Additional delivery insurance may be purchased.

Export restriction

Shinga Pet will send orders to any destination in South Africa. Should you be from a neighbouring country, contact us directly so that we can discuss your order and delivery.

Returns and Refund

If you’re not satisfied with the product and wish to return it, let us know why and we will honour your request and process your refund, on condition that you:

• you email your request to cancel/return the order within seven (7) days of delivery.
• you return the product to us, using the Post Office’s counter-to-counter service or a courier service company, and send us the tracking number. You will be liable for all costs involved in returning the product to us, and Shinga will not refund these costs under any circumstances.
• the returned product must reach us in its original and unused condition and be accompanied by all original documents and packaging.

Shinga Pet will:

• process the return, provided that we are satisfied that the goods and packaging are complete and in acceptable condition, qualified for return and resale.
• if these conditions are met, we will issue a credit voucher for use on the Shinga Pet online store.
• monetary refunds will only be processed if a product is damaged.

We will take all reasonable steps to ensure we don’t send you damaged products. Should you wish to return an item that is damaged, and we are confident that the item was not damaged due to your error; we will gladly replace the product, on condition that:

• we receive an email from you within 48 hours of delivery, which includes a description of the alleged defect;
• the returned product must reach us in its original and unused condition and be accompanied by all original documents and packaging.

Shinga Pet will:

• make arrangements to collect the parcel from the original delivery address.
• process the return, provided that the alleged defect is valid and send you a replacement product at our cost, as soon as possible, subject to stock availability.
• should a replacement not be immediately available, you’ll be given the option of choosing a product with an equal value, or, Shinga will process a monetary refund to the account used during the original purchase
• should there be no valid defect, we will return the product to you, at your cost.
• regrettably, there is no warranty on consumables i.e.: pet food, pet treats, litter etc. Consumables such as liquids and pastes carry no warranty whatsoever and will not be accepted for credit or exchange.

If an attempt has been made to deliver your parcel and you could not accept the parcel, and afterwards request to cancel the order, you will be liable for the costs involved in attempting to deliver the parcel. 

Shinga Pet will:

• process the return
• deduct the delivery fee from the original invoice amount and issue a credit voucher for use on the Shinga Pet online store.

Customer Privacy Policy

This notice explains how we obtain, use and disclose your personal information, in accordance with the requirements of the Protection of Personal Information Act (POPIA). Shinga Pet remains committed to protecting your privacy and to ensure that your personal information is collected and used lawfully.

Definition of personal information

According to the act, personal information is defined as;

‘‘personal information’’ means information relating to an identifiable, living, natural person, and where it is applicable, an identifiable, existing juristic person, including, but not limited to-
(a) information relating to the race, gender, sex, pregnancy, marital status, national, ethnic or social origin, colour, sexual orientation, age, physical or mental health, well-being, disability, religion, conscience, belief, culture, language and birth of the person;
(b) information relating to the education or the medical, financial, criminal or employment history of the person;
(c) any identifying number, symbol, e-mail address, physical address, telephone number, location information, online identifier or other particular assignment to the person;
(d) the biometric information of the person;
(e) the personal opinions, views or preferences of the person;
(f) correspondence sent by the person that is implicitly or explicitly of a private or confidential nature or further correspondence that would reveal the contents of the original correspondence;
(g) the views or opinions of another individual about the person; and
(h) the name of the person if it appears with other personal information relating to the person or if the disclosure of the name itself would reveal information about the person;

The information we collect

We collect and process your personal information mainly to contact you and for delivery purposes. For this purpose we will collect contact details including your name and email address. 

We collect the information from your profile that you have created on our site. You will be notified what information is mandatory and what information is optional. 

How we use the information we collect

We will use your information for the purpose of;

• contacting you regarding the order you placed with us
• identifying where your parcel needs to be delivered too
• sending you product information, product specials etc. if you opted into receiving such communication during the profile creation stage.

Sharing information with Third Parties

We may disclose your personal information to our service providers who are involved in delivering your parcel to you (e.g. The Courier Guy) or who are involved in our mailing list campaigns (e.g. Mailchimp). Your personal information will not be disclosed or sold to any other provider whatsoever.  

Information Security

We will provide adequate protection for the personal information we hold and to stop any unauthorized access and use of personal information. We continuously review our security controls and processes to ensure that you personal information remains secure. 

Your rights 

You have the right to request a copy of the personal information we hold about you. To do this, simply contact us via the contact details provided on our "Contact Us" page. You have the right to ask to update, correct or delete your personal information. You can also do this yourself by logging into your profile and adding/updating the required information. 

For more information please visit popia.co.za

Payment options accepted

Payment is accepted via Visa Checkout, MasterCard, Masterpass, Secure EFT, MobiCred or by bank transfer to the Shinga Pet bank account, the details of which will be provided on request.

Credit card acquiring and security

Shinga Pet makes use of two payment gateway providers, namely PayFast and PayPal.

PayFast, a DPO Company, was founded in 2007 by Jonathan Smit and Andy Higgins with the vision of helping online merchants (businesses, individuals and causes) grow their business. PayFast has strict security measures in place securing everything within a robust PCI DSS Level 1 environment. They also have dedicated resources equipped to fight online fraud and to keep both buyers and sellers safe from abuse.

PayPal Pte. Ltd. will facilitate US Dollar payments to Shinga. Shop with peace of mind. PayPal doesn’t share your full financial information with sellers. And PayPal Buyer Protection covers your eligible purchases if they don’t show up or match their description.

Customer details separate from card details

Shinga Pet will store your personal details separate from the credit card details which you will enter on PayFast or PayPal's secure site. 

PayFast is an approved payment gateway for all South African Acquiring Banks. PayFast uses the strictest form of encryption and no Card details are stored on the website. Users may go to www.payfast.co.za to view their security certificate and security policy.

For more details on PayPal refer to www.paypal.com.

Merchant Outlet country and transaction currency

The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. The transaction currency is South African Rand (ZAR) when PayFast is selected as the preferred payment option. Choosing PayPal as the preferred payment option will result in the transaction being charged in US Dollars (US$).


Shinga Pet takes responsibility for all aspects relating to the transaction, including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.

Country of domicile

This website is controlled, operated and administered from South Africa and these Terms and Conditions will therefore be governed by the laws of the Republic of South Africa.


Shinga Pet may in its sole discretion, change this agreement, or any part thereof, at any time without notice.

Limitation of liability

The website and all its content, including any current or future offer product or service offers, are provided on an "as is" basis, and may include inaccuracies or typographical errors. Shinga Pet makes no warranty or representation as to the availability, accuracy or completeness of the information provided. Neither Shinga Pet , nor any of its holding companies, affiliates or subsidiaries, can be held liable for any losses or damages that occur for any reasons connected to the purchase and use of goods from Shinga Pet, or content provided on the site, even if we are expressly advised thereof.