Privacy policy

Last updated: July 25, 2026

PetsCarrier (“PetsCarrier,” “we,” “us,” or “our”) operates petscarrier.com (the “Site”) and provides products and related services through the Site (collectively, the “Services”). This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you visit the Site, place an order, contact us, or otherwise use our Services.

For purposes of this Privacy Policy, “personal information” means information that identifies, relates to, describes, or can reasonably be linked with you. It does not include information that has been anonymized or aggregated so that it cannot reasonably identify you.

Personal Information We Collect

Depending on how you interact with the Site, we may collect the following categories of personal information:

  • Contact information: name, email address, telephone number, billing address, and shipping address.
  • Order information: products purchased, selected variants, order value, discount information, shipping method, order history, returns, exchanges, and service requests.
  • Payment information: payment method and transaction information. Complete payment card details are processed by Shopify Payments, PayPal, or other authorized payment providers and are not directly stored by PetsCarrier.
  • Account information: login details, saved addresses, order history, and account preferences when customer accounts are used.
  • Customer service information: messages, photographs, videos, measurements, product-fit details, and other information submitted with a support, return, replacement, shipping-protection, or fit-guarantee request.
  • Device and usage information: IP address, browser type, device type, operating system, cookie identifiers, referring pages, pages viewed, interactions with the Site, and approximate location.
  • Marketing information: email subscription status, advertising interactions, and marketing preferences.

How We Collect Personal Information

We may collect personal information:

  • Directly from you when you place an order, create an account, contact us, submit a claim, or subscribe to marketing communications.
  • Automatically through cookies, pixels, analytics technologies, and similar tools when you use the Site.
  • From service providers such as Shopify, payment processors, fulfillment providers, shipping carriers, customer-service providers, analytics providers, and advertising partners.
  • From third-party platforms when you interact with our advertisements or social media content.

How We Use Personal Information

We may use your personal information to:

  • Process payments, confirm orders, and arrange fulfillment and delivery.
  • Provide order updates and customer support.
  • Process returns, exchanges, refunds, replacement requests, fit-guarantee requests, and shipping-protection claims.
  • Administer optional paid services, bundle offers, gifts, discounts, and promotional programs.
  • Maintain customer accounts and order records.
  • Detect, investigate, and prevent fraud, abuse, unauthorized transactions, and security incidents.
  • Improve our products, Site performance, customer experience, and marketing.
  • Send promotional communications where permitted by law and according to your preferences.
  • Comply with legal obligations, enforce our policies, and protect our legal rights.

Cookies and Tracking Technologies

We and our service providers may use cookies, pixels, tags, local storage, and similar technologies to operate the Site, remember preferences, analyze traffic, prevent fraud, and measure or personalize advertising.

Where required, you may manage non-essential cookies through the cookie banner or privacy controls displayed on the Site. You may also adjust your browser settings, although disabling certain cookies may affect Site functionality.

How We Disclose Personal Information

We may disclose personal information to:

  • Shopify: our ecommerce platform and related service provider.
  • Payment providers: to authorize and process transactions.
  • Fulfillment and shipping providers: to prepare, ship, track, and deliver orders.
  • Customer-service providers: to respond to questions and administer returns, claims, and replacement services.
  • Analytics and advertising providers: to measure Site activity and advertising performance and, where permitted, provide relevant advertising.
  • Professional advisers and authorities: when reasonably necessary to comply with law, respond to legal process, prevent fraud, or protect our rights and customers.
  • Business transaction participants: in connection with a merger, financing, acquisition, restructuring, or sale of all or part of our business.

Some advertising and analytics disclosures may be considered “selling,” “sharing,” or targeted advertising under certain U.S. state privacy laws, even when no money is exchanged. Where applicable, you may submit an opt-out request through the “Your Privacy Choices” link in the Site footer.

Optional Services and Claims

If you purchase or receive an optional service, such as Size & Style Fit Guarantee, 90-Day Replacement Service, or Shipping Protection, we may collect the order details, photographs, measurements, delivery records, product-condition information, and communications reasonably necessary to evaluate and process your request.

Information submitted for a service request will be used to administer that request, prevent misuse, maintain transaction records, and comply with applicable legal obligations.

Marketing Communications

You may unsubscribe from promotional emails at any time by using the unsubscribe link included in the email. Even if you opt out of marketing messages, we may still send transactional communications concerning orders, shipping, customer support, policy updates, and service requests.

Data Retention

We retain personal information for as long as reasonably necessary to provide the Services, fulfill orders, maintain business and tax records, resolve disputes, prevent fraud, enforce agreements, and comply with applicable law.

Retention periods may vary depending on the type of information and the purpose for which it was collected.

Data Security

We use reasonable administrative, technical, and organizational measures designed to protect personal information. However, no method of transmission over the internet or electronic storage is completely secure, and we cannot guarantee absolute security.

International Data Transfers

PetsCarrier, Shopify, and our service providers may process personal information in countries other than the country where you live. These countries may have different data-protection laws. Where required, appropriate safeguards are used for international data transfers.

Your Privacy Rights

Depending on where you live, you may have the right to:

  • Request access to personal information we maintain about you.
  • Request correction of inaccurate personal information.
  • Request deletion of personal information, subject to legal exceptions.
  • Request a portable copy of certain personal information.
  • Opt out of certain sales, sharing, or targeted advertising.
  • Withdraw consent where processing is based on consent.
  • Appeal a decision concerning a privacy request, where applicable.
  • Exercise your rights without unlawful discrimination.

To exercise a privacy right, email support@petscarrier.com and include “Privacy Request” in the subject line. We may need to verify your identity before completing the request.

You may also use the “Your Privacy Choices” link in the Site footer to manage eligible data-sharing preferences.

Authorized agents may submit requests where permitted by law. We may require proof of authorization and identity verification.

Children’s Privacy

The Services are not directed to children under 13, and we do not knowingly collect personal information from children under 13. If you believe a child has submitted personal information to us, please contact us so that we can review and delete it where appropriate.

Third-Party Websites

The Site may contain links to websites or services operated by third parties. We are not responsible for the privacy, security, or content practices of those third parties. Review their privacy policies before providing personal information.

Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes to our practices, technology, Services, or legal obligations. The updated version will be posted on this page with a revised “Last updated” date. Where required, we will provide additional notice of material changes.

Contact Us

For questions about this Privacy Policy or our privacy practices, contact:

PetsCarrier
Operated by Shenzhen Hilklo Technology Co., Ltd.
Email: support@petscarrier.com
Website: https://petscarrier.com