Privacy policy
Last updated 24-08-2026.
This policy explains what we collect, why, who sees it, and what you can make us do about it. It applies to betterpetco.com and to emails we send you.
Who is responsible
We are responsible for the personal information described here. Questions or requests: support@betterpetco.com
What we collect
Because you gave it to us: your name, email address, shipping and billing address, phone number if you provide one, and what you ordered. Anything you write to us in an email or a review.
Because your browser sent it: IP address, device and browser type, the pages you looked at, and how you arrived. This is ordinary web traffic data, and every site receives it.
Payment details we do not receive. Card numbers go to our payment processor, not to us. We see that a payment succeeded and the last four digits. We could not give your card number to anyone because we do not have it.
From others: our payment processor tells us whether a payment cleared. Advertising platforms tell us, in aggregate, that an ad led to a visit. Our shipping carrier tells us where your parcel is.
Why we use it
To take your order, ship it, answer your email, handle a refund, keep the books, prevent fraud, and, only if you asked for it, send you email. That is the entire list. We are not building a profile of you for its own sake.
Cookies and tracking
The store runs on Shopify, which sets cookies needed for the cart and the checkout to work at all. We also use analytics, and advertising pixels including Meta's, which is how we know an ad worked. You can refuse non-essential cookies through the banner or your browser; the store still works, and the checkout still works.
Who we share it with
Only the parties that make an order happen: Shopify, our payment processor, our fulfilment partner and the carrier, our email provider, and our analytics and advertising providers. Each gets what it needs and nothing more.
We also disclose information where the law requires it, and we would transfer customer records if the business were ever sold, in which case this policy travels with them.
We do not sell your personal information. Not to advertisers, not to data brokers, not to anyone.
Where it goes
Our providers, including Shopify, store and process data outside Canada, including in the United States and Europe. That means it can be subject to the laws of those countries. Where we transfer personal information out of the European Economic Area we rely on the European Commission's Standard Contractual Clauses.
How long we keep it
Order records for as long as tax and accounting rules require, currently [SEVEN YEARS, CONFIRM]. Support emails for two years. Marketing consent until you withdraw it. Everything else no longer than we need it for the reason we collected it.
Your rights
You can ask us to show you what we hold, correct it, delete it, or send it to you in a portable format. You can withdraw consent to marketing at any time. Email support@betterpetco.com and we will answer within 30 days.
Under PIPEDA (Canada) and Law 25 (Quebec) these rights apply to every Canadian customer. Under the GDPR (EU and UK) they apply along with the right to object to processing and to lodge a complaint with your supervisory authority. Under the CCPA and CPRA (California) they apply along with the right not to be discriminated against for exercising them.
Marketing email
We only email you if you asked us to, and every email has a working unsubscribe link. Under Canada's anti-spam law (CASL) we keep a record of when and how you gave consent, and unsubscribing takes effect immediately, not in ten days.
Children
This store is not for children and we do not knowingly collect information from anyone under [16, CONFIRM]. If you think a child has given us information, email us and we will delete it.
Security
Payments run over an encrypted connection, and card data never reaches our systems. No store can promise perfect security, and one that does is lying. What we can promise is that if a breach affects you, we will tell you and the relevant regulator promptly, as PIPEDA and Law 25 both require.
Complaints
Email us first: support@betterpetco.com. If we cannot resolve it, you can complain to the Office of the Privacy Commissioner of Canada, to the Commission d'accès à l'information in Quebec, or to your own data protection authority in the EU or the UK.
Changes
If this policy changes we update the date at the top. Material changes are announced on this page before they take effect.