Terms and Conditions

Below is all you need to know regarding Payments, Deliveries, Warrantees and Returns Policies.

100% Money Back Guarantee

Buy with the confidence of our Satisfaction Guarantee.

Dog Solutions is committed to providing products of the highest quality, tested safe and effective and will offer a 100% money back guarantee on your purchased product.

We stand behind our products with our Customer Satisfaction Guarantee.

If for any reason you are not completely satisfied with our products, you may return them as per our Returns and Warrantee Policy below for an exchange, credit or refund of the product price as the case may be determined.

Accepted Methods of Payment

We use PayFast, a secure payment gateway to received payment for goods ordered.

PayFast facilitates payments by:

  • credit cards
  • cheque cards
  • Instant EFT (via Internet Banking)
  • Bitcoin
  • mobicred
  • Masterpass
  • debit cards (via PayD)

Easy EFT Payments:

Instant EFT by PayFast now supports payments from Capitec Bank and Investec (in addition to existing banks – FNB, ABSA, Nedbank, and Standard Bank).

PayFast also offers an automated payment option. When customers checkout and select the Instant EFT option followed by their preferred bank, all they need to do is provide their Internet Banking credentials and authorise the payment.

Instant EFT still gives you the same great features from before:

  • Mobile friendly so customers can pay on the go.
  • Support for all internet banking options (mobile app, internet, cellphone banking).
  • An improved customer experience for quicker, more efficient payments.

This makes payments easier and simpler for our customers.

Customers may visit www.payfast.co.za should they wish to view their security certificates and security policies

Delivery Time

All deliveries will to be delivered to a physical street address in South Africa. The courier company cannot deliver to P.O Box addresses as someone needs to sign that they are in receipt of your order.

  • 1-2 Working days delivery for orders under 2 kg to Main Centers in and around Cape Town.
  • 3-4 Working days on all other orders to main city centers* around South Africa.
  • Outlying areas make take longer to deliver.

If you require faster delivery please contact us directly for a quote.

Orders will be dispatched once funds reflect in our account.

Please note that couriers do not deliver on Weekends and Public Holidays. However, special arrangements can be made, please contact us directly.

* Main centres: Johannesburg, Cape Town, Durban, Pretoria, Polokwane, Nelspruit, Kimberley, George, Pietermaritzburg, Port Elizabeth, Bloemfontein, East London

Delivery Cost

Dog Solutions uses an independant courier company to deliver your orders.  The Courier delivers only to a physical street address in South Africa and will not deliver to P.O Box addresses as they require someone to sign that they are in receipt of your order.

We subsidise all delivery costs on our supplements and all food deliveries are calculated on weight and size of order. Delivery fees will be shown during the checkout process.

We reserve the right to re-quote on deliveries if the items ordered are large or need to be be delivered to areas not serviced by courier companies.

Order Tracking

Once your order has been shipped we will send you a tracking number via email along with the contact details of the courier company that will be delivering your package.

This will allow you to track your package on the courier company’s website.

If you have not received a tracking number after a day or two please contact us.

Stock Availability

Due to the variety of products that we sell, we do not keep stock of all items on our premises and sometimes send products directly from our suppliers.

Please confirm product availability before placing your order.

Dog Solutions reserves the right to cancel any order in the event that the product ordered is not in stock by us or our the suppliers.

If you have already paid and the product is out of stock we will give you a full refund or a store credit.

Returns Policy

As per the consumer protection act unwanted items may be returned within 7 days of purchase, only if the product and its package and package content are complete, unopened, unused and in resaleable condition.

Unwanted and incorrectly ordered items will be returned via courier, with tracking details, to our premises or our suppliers premises at your expense.

You will receive a credit for the items once we receive them and are satisfied they are in good order.

A re-stocking fee of 10% will be charged and deducted from your credit/refund for items that were incorrectly order or unwanted.

Should you wish, we can have the package collected from you with our courier service and the cost will be deducted from your credit/refund. You will not be credited/refunded for the original delivery fee.

Returning incorrectly ordered items will follow the same procedures. Products that have been used and cannot be resold are not returnable.

After 7 days items can only be return for warranty related issues.

Warrantee

All our products are subject to the warranty provided by the South African distributors of the products. In the case that there isn’t a distributor then the warranty will be serviced by the manufacturer.

Should a product become faulty within the warranty period, you may return the product so that we can send it to the manufacturer or its official distributors for assessment.

The manufacturer or official distributor of the product will determine if the product will be repaired or replaced under the terms & conditions of the warranty.  The decision they make is final and no correspondence will be entered into.

Before returning any products you must first contact us so that we may give you instructions on how to return the product.

If the product you ordered is found to be faulty within 7 days of receiving your order we will cover the cost of both the return and re-delivery of the product.

If the manufacturer or official distributor of the product determines that the fault is not covered under the terms & conditions of the warranty then the cost of return and delivery will be transferred to you.

If the product you ordered is found to be or becomes faulty after 7 days of receiving your order and it falls within the warranty period you will bear the cost of returning the product to and from us.

Damaged or faulty products may be returned, on condition that:

  1. You e-mail us within 48 hours of delivery of the product, advising us of the alleged defect and include the order number, date of purchase, item number and description of the relevant product. The relevant item must then be returned using counter to counter tracked postal service or a delivery courier service, at your cost;
  2. Any item returned to us must be in its original and unused condition. It must have all original tags attached and must be returned with all original documents and packaging;
  3. Should the complaint be valid, a replacement product will be sent to you, at our cost, as soon as possible. Should your complaint not be valid, the product will be returned to you, at your cost. If an item is returned for an exchange of another, you will be liable for the full delivery fees of the replacement item. Items are only exchangeable within 14 days of receipt, subject to stock availability. Discontinued items are regretfully not returnable, unless damaged or defective, as per 5 below.
  4. If the product ordered is not available or out of stock, we will dispatch your product as and when it becomes available. Usually, products will arrive within 3 – 5 working days (excluding weekends or any major public holiday). However, there may be times when the product ordered is out-of-stock which will delay fulfilling your order. We will endeavor to keep customers informed of any products that are out-of-stock or unavailable for immediate delivery.
  5. If replacement products are out of stock or unavailable, a credit note will be issued. This can be used to redeem any product on our website to that value. Should the product exceed the credit note value, you will be required to pay in the difference.

Online Shopping and Expertise

We are an online store since 2010.  Dog Solutions are the exclusive importers of Sashas Blend, PlaqueOff Animal and Stomax to South Africa and supply veterinarians and their wholesalers.  We distribute our products along with Champion Pet Foods – Orijen and Acana.Dog Solutions - logo-bw

We courier our products anywhere in the country to a physical street address.

Our offices are located in Durbanville, Cape Town.  We do not have a physical walk in shop – we do secure online ordering only and we don’t keep stock of all the products at our premises.  This saving in rental we forward onto you, our customer, when you purchase online with the ease and convenience of having your products delivered to your door.

Are we really experts?

Yes we are! Our team is highly knowledgeable and can provide you with Expert Advice on any of our products.
We have a team that together have built up years of product particular expertise and knowledge and are well experienced with each one of the products that we offer.
We won’t sell you something you don’t need or that doesn’t suit your requirements. For us it is much more important to have happy fur buddies and couch kings.

Older man and dog

Disclaimer

The information herein is intended for educational purposes only. It is not meant to be used as a diagnosis, prescription or treatment, nor is it meant to replace the medical services of a veterinary professional. The aids, remedies, approaches, and techniques described in these materials are not to be a substitute for professional veterinary care or treatment. They should not be used to treat a serious ailment without prior consultation with a licensed veterinarian. You should always consult with your veterinarian before beginning any course of treatment.