Privacy Policy
ShuttleMutt Pet Food (“ShuttleMutt”, “we”, “us”, “our”) respects your privacy. This policy explains what personal information we collect, why we collect it, how we use and protect it, and the choices you have. It applies to our website, our checkout process, and any communications you have with us.
We are based in Canada and handle personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation.
Information we collect
Information you give us directly
- Name, shipping and billing address, email address and phone number, provided at checkout or when contacting us.
- Order details: items purchased, order value, coupon codes used, and delivery instructions.
- Correspondence you send us, including support emails, return requests and claim photographs.
- Information you provide if you sign up for a newsletter, create an account, or enter a promotion.
Information collected automatically
- Device and browser information, IP address, and general location (city/region) derived from your IP address.
- Pages visited, links clicked, time on site, and referring website, collected through cookies and similar technologies.
- Cart and checkout activity, used to remember items in your cart and to detect fraud.
Information from payment processing Card and payment details are entered directly into our payment processor’s secure fields and are tokenised in your browser. We never see or store your full card number. See our Payment Methods & Billing policy for details on how payments are processed.
Information from third parties We may receive limited information from shipping carriers (delivery status), payment processors (transaction status and fraud signals), and analytics or advertising partners (aggregated or pseudonymous usage data).
How we use your information
We use personal information to:
- Process and fulfil orders, including billing, shipping, and customer support.
- Communicate with you about your order, a return, a claim, or a question you have raised.
- Send you marketing communications, where you have opted in, and let you unsubscribe at any time.
- Improve our website, product range, and customer experience.
- Detect and prevent fraud, abuse, and security incidents.
- Comply with legal, tax, and accounting obligations.
We do not sell your personal information.
Cookies and tracking
Our site uses cookies and similar technologies to keep your cart working across pages, remember your preferences, and understand how the site is used. You can control or disable cookies through your browser settings; doing so may affect some site functionality, such as your cart or saved preferences.
Sharing your information
We share personal information only where necessary to run our business:
- Payment processing — with Square, our PCI DSS Level 1 certified payment processor.
- Shipping and logistics — We fulfil orders from our own inventory. We may share delivery information with shipping carriers and logistics providers solely for delivery and tracking.
- Service providers — with companies that host our website, send email on our behalf, or provide analytics, under contractual obligations to protect your data.
- Manufacturers — where a hard-goods claim requires us to pass along a batch label photo or fault description to administer a manufacturer’s warranty.
- Legal and safety — where required by law, to enforce our terms, or to protect the rights, property or safety of ShuttleMutt, our customers, or others.
We do not share your information with third parties for their own independent marketing purposes without your consent.
Card data
We never see or store your full card number, expiry or CVV. Card details are captured and tokenised by our processor in your browser.
Data retention
We keep personal information for as long as needed to fulfil the purposes described in this policy, including to satisfy legal, accounting, or reporting requirements. Order and transaction records are generally retained for the period required by Canadian tax law, after which they are securely deleted or anonymised.
Data security
We use administrative, technical, and physical safeguards designed to protect your personal information, including TLS encryption across our site and tokenised card handling through Square. No method of transmission or storage is completely secure, but we work to protect your information and to respond promptly if a security issue arises.
Your choices and rights
Depending on your location, you may have the right to:
- Access the personal information we hold about you.
- Correct inaccurate or incomplete information.
- Withdraw consent to marketing communications at any time, using the unsubscribe link in our emails or by contacting us.
- Request deletion of personal information we hold about you, subject to our legal and accounting retention obligations.
To exercise any of these rights, contact us using the details below. We will respond within a reasonable time and may need to verify your identity first.
Children’s privacy
Our site and products are intended for adults purchasing on behalf of their pets. We do not knowingly collect personal information from children.
International visitors
If you are visiting or ordering from outside Canada, your information will be processed in Canada, where privacy laws may differ from those of your country.
Changes to this policy
We may update this policy from time to time to reflect changes in our practices or for legal reasons. The “Last updated” date at the top of this page shows when it was last revised. Continued use of our site after an update means you accept the revised policy.
Shipping Policy Refund and Returns PolicyContact us
If you have questions about this policy or how we handle your personal information, contact us:
SHUTTLEMUTT PET FOOD
Business Number: 811533041
Phone Number: +1 782 802 6635
E-Mail: info@shuttlemuttpetfood.ca
Address: 259 E Georgia St Vancouver, BC V6A 4J7, Canada
Our Operating Hours: Monday – Friday, 9:00 AM – 5:00 PM
Saturday – Sunday, 11:00AM – 4PM