Gaia Pets Terms of Service


This website is operated by Gaia Pets Pte Ltd. Throughout the site, the terms “we”, “us” and “our” refer to Gaia Pets Pte Ltd. Gaia Pets Pte Ltd offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

Gaia Pets Pte Ltd operates an online pet store in Singapore. We provide procurement, sale and delivery of pet-related products to you through the use of our online store which is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

All products, services and features of Gaia Pets Pte Ltd; past, present and future, are made available to you, subject to the acceptance of the policies, notices and conditions indicated on this webpage, known as the “Terms of Service”. By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”). These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our website.  By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. 

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website at any time or without prior notice to users. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.


By agreeing to these Terms of Service, you represent that you are at least above the age of 18 and of independent authority to make online purchases. 

You may not use our products for any illegal or unauthorised purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services. 

By using the site, you to indemnify and hold Gaia Pets Pte Ltd and its staff harmless from any and all claims, demands or other liabilities (including any legal fees and cost) that are made by any third party due to, or arising from your use of the site and any breach of these Terms of Service.




We reserve the right to refuse service to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.




The receipt of an order or an email order confirmation does not constitute the acceptance of an order or confirmation of item availability. We reserve the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any user.

Prices and availability of products on the site are subject to change without notice. Errors or discrepancies will be corrected when discovered and we reserve the right to refuse to sell, correct any error, inaccuracy, or omission. This extends to cover orders that have been paid for and submitted.




We attempt to be as accurate as possible when making information available on the site. However, we cannot be held responsible if product descriptions or other content on the site are deemed to be inaccurate, incomplete, unreliable, outdated or with error. Any reliance on the content on this site is at your own risk.

If a product offered by us is found to be not as described, you should flag this via within 7 days of receiving the product. 

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.


We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. 

We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

Unfortunately, we cannot guarantee that products and services advertised on our website are available. If we do not have all of the Goods you order in stock, we will offer you alternatives.  If this happens you may:

(i) accept the alternatives we offer;

(ii) cancel all or part of your order;

(iii) If in future, you buy products from us under any arrangement which does not involve your payment via Our Website, these terms still apply.

(iv) If we owe you money on account of your cancellation, we will credit your credit or debit card as soon as reasonably practicable, within 45 days from the date of cancellation of your order.




Prices for products listed on the site are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.




In order to access certain features of the site (etc. buying items and placing orders for delivery), you must register for an account with us (“Gaia Pets Account”) and provide certain information about yourself as prompted by the site registration form found on the Checkout, or Account page. 

You represent and warrant that: 

(a) all required registration information provided by you is truthful and accurate; 

(b) you will maintain the accuracy of such information; and 

(c) your usage of the site does not violate any applicable law or regulation or the terms of this Agreement.

You are solely responsible for maintaining the confidentiality of your Gaia Pets Account login information. You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

You are fully responsible for all activities that are associated with your Gaia Pets Account (including but not limited to any purchases, use of the site, or correspondence from your account to Gaia Pets). You also consent to disclose personal information provided to us, to be provided to all staff, agents and representatives of Gaia Pets, service providers and contractors, including delivery representatives.

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the email and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

For more detail, please review our Returns Policy at section 12.




We offer information, articles and advice to you through this site for educational purposes only. Any information publicized is not intended to diagnose, treat or cure a pet and is not a substitute for professional veterinary care. 




Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.




All items purchased from us are made pursuant to a contract with the Company’s appointed delivery vendors. This means that the risk of loss and title for such items passes to you upon our delivery to the carrier.

If you should find that your order arrives incomplete in whole or in part, please notify us via within 24 hours of delivery. We may, at our discretion, assist in the location of your order.

If you provide an Authority to Leave parcels unattended, the risk of loss and title for items purchased is passed to you when the delivery has been delivered and left at the indicated Shipping Address.




We allow orders to be canceled if their status displays as Pending Payment. Orders with other statuses reflected (e.g. Processing, Awaiting Fulfilment) may not be canceled.


Exceptions for Duplicate Orders

Checkout times can differ depending on individual internet speed and location.

If you have double-clicked, refreshed, or navigated away from the checkout while it was processing your request to initiate payment for an order, you may find a double charge on your payment mode, and duplicate orders in your account. Gaia Pets is not able to process charges on your card without your consent.

If you have erroneously made a duplicate order, Gaia Pets and its staff can, at their discretion, assist with a cancellation provided the following conditions are met:

  1. The customer must make contact with Gaia Pets prior to dispatch of the order for delivery for eligibility for cancellation.
  2. The customer agrees to and will bear bank processing fees^ for cancellation of the order.


Dispensary Orders Without a Valid Prescription

If you were not able to furnish a valid prescription letter, Gaia Pets and its staff will not be able to fulfill the order and will refund payment made after deducting bank processing fees^.


^Bank processing fees typically amount to 3% + $0.50 of the order total. (ie. an order of $100 will incur a bank processing fee of $3.50).

Bank processing fees are imposed by payment processors and credit card companies such as:

  • Paypal
  • Stripe
  • VISA
  • Mastercard
  • American Express
  • NETS
  • Paynow

Bank processing fees are not refundable under any circumstance. If a customer does not agree to pay the bank processing fee, then Gaia Pets shall not proceed with assistance on the order cancellation and will treat and will fulfill the duplicate order as per normal.




Missing Items

If an order should arrive with missing items, this shall be brought to our attention within 5 days from the date of delivery.

Defective Items

We offer a 5-day return policy on defective items or orders. A defective product shall be defined as one which:

  • Contains missing parts required for operation or use
  • Injured packaging that compromises the safety of use

These items must be brought to our attention within 5 days from the date of delivery of the item.




A delivery surcharge of S$5.00 applies for nett purchases below S$100.  Free delivery for nett purchases above S$100.  No delivery will be made outside mainland Singapore or to post office boxes.  A re-delivery surcharge of S$20 will apply after the first failed delivery.

In the event if there are any order adjustments and the revised total amount falls under $100, the delivery surcharge of $5.00 will apply.

The assigned outsourced courier service is Qxpress. The standard turnaround time for delivery is 2-3 working days.

Self-pick up from our clinic can also be arranged. Please call 8522 9151 or 6950 4533.

For immediate collection, please do arrange your own collection service.




We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.




Certain content, products and services available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.




In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: 

(a) for any unlawful purpose; 

(b) to solicit others to perform or participate in any unlawful acts; 

(c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; 

(d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; 

(e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; 

(f) to submit false or misleading information; 

(g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; 

(h) to collect or track the personal information of others; 

(i) to spam, phish, pharm, pretext, spider, crawl, or scrape; 

(j) for any obscene or immoral purpose; or 

(k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. 

We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.




We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Gaia Pets, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.




You agree to indemnify, defend and hold harmless Gaia Pets and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.




In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.




The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).




The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.




These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Singapore.




You can review the most current version of the Terms of Service at any time on this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.




Your continued use of the site constitutes an agreement of our Privacy Policy. Please view our Privacy Policy in accordance with the Personal Data Protection Act (PDPA)  here  with effect from 1 March 2019.




Questions about the Terms of Service should be sent to us at