Privacy policy

PRIVACY POLICY

Last updated: 1 August 2026

This Privacy Policy explains how The Pet Superstore collects, uses, stores and discloses personal information when you visit our website, place an order or contact us.

The Pet Superstore operates exclusively online. We do not operate a physical retail store.

INFORMATION WE COLLECT

We may collect the following personal information when you place an order, create a customer account, request a return or contact us:

• Your name
• Email address and telephone number
• Billing and delivery addresses
• Products ordered and order history
• Payment, transaction, refund and delivery status
• Messages and information provided to our customer support team

Payment card and account details are collected and processed by our payment providers. We generally receive confirmation of the transaction and limited payment information rather than your complete payment card details.

INFORMATION COLLECTED AUTOMATICALLY

When you visit our website, Shopify and our analytics or tracking providers may automatically collect technical information, including:

• Your IP address
• Browser and device information
• Operating system
• Pages viewed and links selected
• Referring website or advertisement
• Approximate location based on your IP address
• Website interactions, session activity and shopping-cart activity
• Cookie and tracking identifiers

We use this information to operate and secure the website, understand how visitors use it, improve the shopping experience and measure the performance of our advertising and marketing.

HOW WE COLLECT INFORMATION

We collect personal information:

• Directly from you when you place an order, create an account, contact us or request support
• Automatically through Shopify, cookies, analytics tools and similar technologies
• From payment providers, couriers and fulfilment partners when they provide transaction, delivery or order updates

HOW WE USE PERSONAL INFORMATION

We may use your information to:

• Process payments and fulfil orders
• Arrange delivery and provide tracking information
• Communicate with you about an order
• Process returns, exchanges, warranties and refunds
• Respond to enquiries and provide customer support
• Detect and prevent fraud, misuse and security threats
• Operate, analyse and improve our website
• Measure advertising and website performance
• Maintain accounting, taxation and business records
• Comply with legal obligations and resolve disputes
• Send marketing communications where you have agreed to receive them or where otherwise permitted by law

You can unsubscribe from promotional emails at any time by using the unsubscribe option included in the message or by contacting us.

DISCLOSURE OF PERSONAL INFORMATION

We only disclose personal information where reasonably necessary to operate our online store, fulfil an order, provide support or comply with the law.

Your information may be disclosed to:

• Shopify, which hosts and operates our online store
• Payment gateways and payment service providers
• Couriers, postal services and delivery providers
• Australian warehouses, suppliers and fulfilment partners
• Overseas suppliers that ship products directly to customers
• Analytics, advertising and website-tracking providers
• Information technology, fraud-prevention and website-security providers
• Accountants, insurers, legal advisers and other professional advisers
• Government agencies, regulators, courts or law-enforcement bodies where legally required
• A purchaser or adviser involved in a proposed sale, transfer or restructure of the business

We do not sell customer contact information to unrelated third parties.

SUPPLIERS AND ORDER FULFILMENT

Some products may be stored, processed or shipped by Australian fulfilment partners or overseas suppliers.

Where a supplier or fulfilment partner needs to ship an order directly to you, we may provide the information reasonably required to complete the delivery, such as your name, delivery address, telephone number, email address, ordered product and relevant order instructions.

Suppliers are not authorised to use this information for their own unrelated marketing purposes.

OVERSEAS DISCLOSURE AND PROCESSING

Some service providers and suppliers are located outside Australia. This means personal information may be processed or stored overseas.

The countries involved may vary depending on the product ordered, the supplier used, the delivery provider and the locations in which Shopify and its service providers operate.

Before purchasing, you may contact us if you would like to know whether a particular order is expected to be fulfilled by an overseas supplier.

COOKIES AND TRACKING TECHNOLOGIES

Our website uses cookies and similar technologies to:

• Keep the website and checkout functioning
• Remember shopping-cart and website preferences
• Help prevent fraud and unauthorised activity
• Analyse website traffic and performance
• Measure the effectiveness of advertisements
• Improve our website and customer experience

Some cookies are necessary for the website to function. Other analytics and tracking cookies may be controlled through the cookie or privacy settings displayed on our website, where available.

You may also block or delete cookies through your browser settings. Disabling essential cookies may prevent parts of the website or checkout from operating correctly.

SHOPIFY

Our online store is hosted through Shopify. Shopify processes information to provide the online store, checkout, security, customer-account and payment-related services used by our business.

Shopify may use its own service providers and process information in Australia or overseas. Shopify’s handling of personal information is also governed by its own privacy policies and contractual privacy terms.

SECURITY

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

We use established third-party platforms and service providers for website hosting, payments and order processing. However, no internet transmission, website or electronic storage system can be guaranteed to be completely secure.

Please contact us promptly if you believe your customer account or personal information may have been accessed without authorisation.

DATA RETENTION

We retain personal information for as long as reasonably necessary to:

• Process and maintain order records
• Provide customer service and warranty support
• Handle returns, refunds, disputes and fraud prevention
• Meet accounting, taxation and legal obligations
• Protect and enforce our legal rights

When information is no longer reasonably required, we will take reasonable steps to delete or de-identify it, subject to legal requirements, system backups and legitimate business-record obligations.

ACCESSING OR CORRECTING YOUR INFORMATION

You may contact us to request access to personal information we hold about you or to ask us to correct information that is inaccurate, incomplete or out of date.

We may need to verify your identity before processing a request. In some circumstances, access may be limited or refused where permitted or required by law. If this occurs, we will explain the reason where reasonably possible.

PRIVACY COMPLAINTS

If you believe we have mishandled your personal information, please contact us with details of your concern.

We will review the complaint and respond within a reasonable period. Where applicable, you may also have the right to contact the Office of the Australian Information Commissioner if you are not satisfied with our response.

LEGAL DISCLOSURES

We may use or disclose personal information where reasonably necessary to:

• Comply with a law, court order or lawful government request
• Investigate suspected fraud, misuse or unlawful activity
• Protect our customers, business, website or legal rights
• Enforce our agreements or resolve a dispute

CHANGES TO THIS POLICY

We may update this Privacy Policy when our practices, service providers, technologies or legal obligations change.

The current version will be published on our website with its updated date. Changes apply from the date the revised policy is published.

CONTACT US

For privacy questions, access or correction requests, or complaints, contact:

support@thepetsuperstore.com.au