Privacy policy

Last updated: 26 May 2026

How we handle your information at Fetch & Fold. We collect only what we need to get your order to you and keep in touch about the things you've told us you want to hear about - never sold, never shared with marketers we don't work with. If anything's unclear, email support@fetchandfold.com.au and we'll talk you through it.

1. Who this policy is from

"Fetch & Fold," "we," "us," and "our" refer to Fetch & Fold, an online pet store based in Brisbane, Queensland, Australia, operating at fetchandfold.com.au and powered by Shopify.

This Privacy Policy explains what personal information we collect when you visit our store or buy from us, how we use it, who we share it with, and what rights you have over it. By using our Services, you agree to the practices described here.

We handle your information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. What we collect

We collect personal information you provide directly to us and information collected automatically when you use our Services.

Information you give us:

  • Name, email address, billing and shipping addresses, phone number (when you place an order or create an account)
  • Payment details (handled directly by our payment processor - we never see or store your full card number)
  • Communications you send us (email, contact form submissions, customer service messages)
  • Email subscription preferences

Information collected automatically:

  • Device information (browser type, operating system, IP address, screen size)
  • Usage data (pages visited, time spent, items viewed, products purchased)
  • Cookies and similar tracking technologies (see Section 5)

We do not knowingly collect sensitive information (such as health, religion, or political views), and we never collect more than we need to provide our Services.

3. How we use your information

We use the information we collect to:

  • Process and deliver your orders
  • Communicate with you about your purchase (order confirmations, shipping updates, returns)
  • Provide customer support
  • Send marketing emails (only if you've subscribed - see Section 6)
  • Improve our Services and understand what our customers want
  • Prevent fraud and protect the security of our store
  • Meet our legal and tax obligations

4. Who we share it with

We don't sell your personal information. We share it only with the parties we need to in order to run our store:

  • Shopify - our ecommerce platform, which hosts our store and processes much of our data
  • Payment processors (such as Shopify Payments, Stripe, PayPal) - to process your payment securely
  • Shipping carriers and our supplier partners - to fulfil and deliver your order
  • Email marketing platforms (such as Shopify Email) - to send you marketing communications you've opted into
  • Analytics providers - to understand how our Services are used
  • Legal and regulatory authorities - where we are required to disclose information by law

We require these parties to handle your information in line with their own privacy obligations.

5. Cookies and tracking

Our Services use cookies and similar technologies to remember your preferences, keep you signed in, track items in your cart, and understand how visitors use our store.

You can disable cookies in your browser settings. If you do, some features of our Services may not work properly.

6. Marketing emails

We only send marketing emails to people who have opted in (for example, by signing up to our newsletter at checkout or via our signup form). Every marketing email includes an unsubscribe link, and you can opt out at any time.

This is in line with the Australian Spam Act 2003. Transactional emails - order confirmations, shipping updates, return correspondence - are not marketing and will continue regardless of your subscription status.

7. Data security

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification, or disclosure. Shopify holds industry-standard security certifications (PCI DSS Level 1) for handling payment data, and we rely on its infrastructure for the security of our Services.

That said, no online platform is perfectly secure. If you believe your information has been compromised, please email us at support@fetchandfold.com.au as soon as possible.

8. International data transfers

Because Shopify and many of our service providers are based outside Australia, your personal information may be transferred to and processed in countries other than Australia (including the United States, Canada, and elsewhere). We take reasonable steps to ensure your information is protected in line with the APPs wherever it is held.

9. Your rights

Under the Australian Privacy Act, you have the right to:

  • Access the personal information we hold about you
  • Correct any information you believe is inaccurate or out of date
  • Withdraw consent for marketing communications at any time
  • Request deletion of your information, subject to our legal obligations to retain certain records
  • Make a complaint if you believe we have mishandled your information

To exercise any of these rights, email us at support@fetchandfold.com.au. We aim to respond within 48 hours.

If you're not satisfied with how we've handled a privacy concern, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

10. Children's privacy

Our Services are not directed at children under the age of 16. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will delete it.

11. How long we keep your information

We keep your personal information only as long as we need it for the purposes set out in this policy, or as required by law (for example, tax records must be kept for a minimum period under Australian law). When we no longer need your information, we delete or anonymise it.

12. Changes to this policy

We may update this Privacy Policy from time to time. The most current version is always available on this page. If we make significant changes, we'll do our best to notify you. Your continued use of our Services after changes take effect means you accept the updated policy.

13. Contact us

Questions about this policy or how we handle your information? Email us at support@fetchandfold.com.au and someone real will respond within 48 hours, Monday to Friday.

Fetch & Fold Brisbane, Queensland, Australia support@fetchandfold.com.au