Privacy Policy

Last updated: September 2026

This Privacy Policy explains what personal information ShopPetLane collects when you visit shoppetlane.com or place an order, why we collect it, how we use and protect it, and the rights you have over it. We are the “data controller” for the information described below.

1. Information we collect

Information you give us

• Contact details: name, email address, telephone number (optional).
• Order details: products purchased, order value, order history.
• Delivery details: shipping address and, where different, billing address.
• Account details: email address, display name and password (stored in encrypted form).
• Communications: the content of messages you send us through our contact form or by email.

Information collected automatically

• Device and connection data: IP address, browser type and version, operating system, screen size.
• Usage data: pages viewed, products viewed, referring URL, time on page.
• Cookie data, as described in section 5 below.

Payment information. Payments are processed by PayPal. We receive confirmation that a payment has been made (including the transaction reference, the amount and the name and address associated with the payment), but we never receive or store your full card number or card security code.

2. How we use your information

• To fulfil your order — taking payment, passing delivery details to our carriers, and keeping you informed about the status of your parcel.
• To provide customer support — answering questions about products, orders, returns and refunds.
• To operate and improve the Site — understanding which pages and products are useful so that we can improve them.
• To prevent fraud and abuse — screening orders and protecting the Site and our customers.
• To meet legal obligations — keeping accounting and tax records, and responding to lawful requests from authorities.
• To send marketing — only where you have subscribed to our newsletter or otherwise opted in. You can unsubscribe at any time using the link in every email or by contacting us.

3. Legal bases for processing (EEA/UK customers)

Where the General Data Protection Regulation applies, we rely on the following legal bases:

• Performance of a contract — to process and deliver your order.
• Legitimate interests — to prevent fraud, secure the Site, and improve our products and services.
• Consent — for marketing emails and non-essential cookies. You may withdraw consent at any time.
• Legal obligation — to keep records where the law requires it.

4. Who we share information with

We do not sell your personal information. We share it only with service providers who help us run the store, and only as far as necessary:

• Payment processing — PayPal, to take and refund payments.
• Delivery and logistics — our supplier warehouses and carriers (for example CJPacket, YunExpress and 4PX) so that your parcel can be picked, packed and delivered.
• Email delivery — our transactional email provider, so that order confirmations and shipping notifications reach you.
• Analytics and site performance — Google Analytics 4 and Google PageSpeed Insights, which report aggregated statistics about how the Site is used.
• Legal and regulatory — where we are required to disclose information by law, or to establish, exercise or defend legal claims.

5. Cookies and similar technologies

We use cookies and similar technologies to:

• keep items in your cart and keep you logged in (strictly necessary — these cannot be switched off without breaking the store);
• remember your preferences and measure how the Site is used (analytics);
• measure the performance of any advertising we may run (marketing).

Non-essential cookies are only set with your consent. You can change or withdraw your consent at any time through the cookie banner or the “Cookie Policy” link in the footer, and you can also block or delete cookies in your browser settings. Blocking strictly necessary cookies will prevent checkout from working.

6. International transfers

ShopPetLane serves customers in the United States, and some of our service providers and supplier warehouses are located outside your country of residence. Where we transfer personal information internationally we take steps to ensure it continues to receive an adequate level of protection, using appropriate safeguards such as standard contractual clauses or relying on an adequacy decision.

7. How long we keep information

• Order and transaction records: kept for as long as required for accounting, tax and warranty purposes, then deleted.
• Account information: kept while your account is active, and deleted on request.
• Marketing subscriptions: kept until you unsubscribe, after which we retain only a suppression record so that we do not contact you again.
• Support correspondence: kept for a reasonable period so that we can resolve follow-up questions.

8. Security

The Site is served over HTTPS and all payment data is transmitted to our payment provider using industry-standard encryption. Access to customer data is restricted to those who need it to do their job. No method of transmission or storage is completely secure, so while we take the protection of your information seriously, we cannot guarantee absolute security.

9. Your rights

Subject to your local law, you may have the right to:

• access the personal information we hold about you;
• ask us to correct information that is inaccurate or incomplete;
• ask us to delete your information, where we are not required to keep it;
• object to or ask us to restrict certain processing;
• receive your information in a portable, machine-readable format;
• withdraw consent you have previously given;
• lodge a complaint with your local data protection authority.

California residents have additional rights under the CCPA/CPRA, including the right to know what personal information is collected, the right to request deletion, and the right to opt out of the “sale” or “sharing” of personal information. We do not sell or share personal information as those terms are defined by the CCPA.

To exercise any of these rights, email [email protected]. We will respond within 30 days and may ask you to verify your identity first.

10. Children

The Site is not directed at children, and we do not knowingly collect personal information from anyone under 16. If you believe a child has provided us with personal information, please contact us and we will delete it.

11. Changes to this policy

We may update this Privacy Policy from time to time. The current version is always published on this page with its “Last updated” date. Where a change is material, we will take reasonable steps to bring it to your attention.

12. Contact

For any privacy question or request, contact us at [email protected] — our team replies within 24 hours, Monday to Friday.