Privacy policy

Last updated: 27 July 2026

1. About This Privacy Policy

CalmPaws AU is an Australian online pet boutique operated by Paulo Roberto Sapienza, an individual sole trader based in Redland Bay, Queensland.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you:

  • Visit https://calmpawsau.com;
  • Create or use a customer account;
  • Purchase or return a product;
  • Subscribe to marketing;
  • Submit a review;
  • Contact customer support; or
  • Otherwise interact with CalmPaws AU.

Our store is hosted by Shopify, which provides the ecommerce platform used to operate the website.

We aim to handle personal information transparently and responsibly. Where applicable, we handle personal information in accordance with the Privacy Act 1988 and the Australian Privacy Principles.

2. Personal Information We Collect

Depending on how you interact with us, we may collect:

Contact information

  • Name;
  • Email address;
  • Telephone number;
  • Billing address;
  • Delivery address; and
  • Other contact information you provide.

Order and transaction information

  • Products viewed, added to a cart or purchased;
  • Order number;
  • Order history;
  • Delivery and tracking information;
  • Returns, refunds, cancellations and exchanges;
  • Discounts or promotional offers used; and
  • Payment status and transaction details.

Payment information

Payments are processed by Shopify and the payment providers available at checkout.

CalmPaws AU does not directly store complete payment card numbers. Payment providers may collect and process card details, account details, payment confirmations and fraud-prevention information according to their own privacy policies.

Account information

  • Customer account details;
  • Login credentials managed through Shopify;
  • Preferences;
  • Saved addresses; and
  • Account activity.

Communications

  • Emails and contact-form messages;
  • Customer support enquiries;
  • Complaints;
  • Return and refund requests;
  • Reviews and feedback; and
  • Images or videos you send in relation to an order or product issue.

Device and usage information

  • IP address;
  • Browser and device type;
  • General location derived from an IP address;
  • Pages viewed;
  • Links selected;
  • Cart and checkout activity;
  • Referring website;
  • Cookie identifiers; and
  • Dates and times of website interactions.

We do not intentionally collect sensitive information unless it is reasonably necessary, you provide it voluntarily and its collection is permitted by law.

3. How We Collect Personal Information

We may collect personal information:

  • Directly from you when you place an order, create an account, contact us, subscribe, submit a review or request a return;
  • Automatically through cookies, pixels and similar technologies;
  • Through Shopify and connected ecommerce applications;
  • From payment processors;
  • From delivery carriers, suppliers and fulfilment partners;
  • From fraud-prevention and security providers;
  • From marketing and analytics providers; and
  • From other sources where you have authorised collection or where collection is permitted by law.

You may contact us with a general enquiry without making a purchase. However, we need accurate identifying, delivery and payment information to process an order.

4. Why We Use Personal Information

We may use personal information to:

  • Operate and improve the website;
  • Create and manage customer accounts;
  • Process payments and orders;
  • Arrange fulfilment and delivery;
  • Provide tracking information;
  • Communicate about an order;
  • Process cancellations, returns, replacements and refunds;
  • Respond to enquiries and complaints;
  • Verify transactions and prevent fraud;
  • Maintain website and account security;
  • Publish genuine customer reviews where authorised;
  • Understand website performance and customer interactions;
  • Recommend relevant products;
  • Send marketing communications where permitted;
  • Comply with tax, accounting, consumer protection and other legal obligations;
  • Establish, exercise or defend legal rights; and
  • Enforce our policies and Terms of Service.

We do not use information for an unrelated purpose unless you consent or the use is otherwise permitted or required by law.

5. Shopify

The website and online store are hosted by Shopify.

Shopify collects and processes information about your access to and use of the store to provide ecommerce, account, checkout, payment, security, fraud-prevention, analytics and personalisation services.

Information submitted through the store may be shared with and processed by Shopify and its service providers in countries outside Australia.

More information is available through:

Shopify Consumer Privacy Policy
https://www.shopify.com/legal/privacy/app-users

Shopify Privacy Portal
https://privacy.shopify.com

6. Suppliers, Fulfilment Partners and Delivery Carriers

CalmPaws AU does not maintain inventory at its business address. We work with third-party suppliers, fulfilment partners and delivery carriers to process and deliver orders.

To fulfil an order, we may disclose information reasonably required for delivery, including:

  • Customer name;
  • Delivery address;
  • Telephone number;
  • Email address where required for delivery notifications;
  • Products and quantities ordered;
  • Order or shipment reference; and
  • Relevant delivery instructions.
  • Some suppliers and fulfilment partners may operate outside Australia. Personal information required to fulfil an order may therefore be processed in another country.

We limit information shared for fulfilment to what is reasonably required to process and deliver the order.

7. Other Service Providers

We may disclose relevant personal information to providers that assist us with:

  • Website hosting and ecommerce;
  • Payment processing;
  • Fraud prevention and security;
  • Order fulfilment;
  • Shipping and tracking;
  • Customer service;
  • Email and marketing communications;
  • Product reviews;
  • Analytics;
  • Advertising;
  • Cloud storage;
  • Accounting, legal or professional advice; and
  • Compliance with applicable law.

These providers may process information according to their own privacy policies and contractual obligations.

We may also disclose information:

  • When you direct or authorise us to do so;
  • To comply with a legal requirement, court order or lawful government request;
  • To investigate fraud, security incidents or unlawful activity;
  • To protect customers, CalmPaws AU or another person;
  • In connection with the sale or transfer of the business, subject to applicable privacy requirements; or
  • Where otherwise permitted or required by law.

CalmPaws AU does not sell customer contact information as a standalone commercial product.

8. Cookies, Analytics and Advertising

The website uses cookies and similar technologies that help:

  • Keep the website and checkout functioning;
  • Remember preferences and cart contents;
  • Maintain account sessions;
  • Prevent fraud;
  • Understand website traffic and performance;
  • Measure advertising effectiveness; and
  • Provide relevant marketing where permitted.

Shopify and connected services, which may include Google services, may place or read cookies and similar identifiers.

Meta advertising tools

We use advertising and measurement tools provided by Meta Platforms, Inc. and its related entities, including the Meta Pixel, advanced matching and Conversions API. These tools may collect or receive information about how you interact with our store, such as device and browser information, IP address, cookie or similar identifiers, pages and products viewed, cart activity, checkout activity and purchases. Where permitted and configured, information you provide, such as an email address or telephone number, may also be used for matching and measurement purposes.

We use these tools to measure advertising performance, attribute visits and purchases, understand customer journeys and provide more relevant advertising. Meta processes information according to its own privacy policy. You can learn more and manage certain preferences through Meta’s privacy and Off-Meta activity controls:

https://www.facebook.com/privacy/policy/
https://www.facebook.com/off_meta_activity/

You can control some cookies through your browser settings and any privacy controls made available on the website. Blocking essential cookies may prevent parts of the website or checkout from working correctly.

9. Marketing Communications

If you subscribe or otherwise consent to marketing, we may send information about products, offers and store updates.

You may unsubscribe from promotional emails at any time using the unsubscribe link in the message or by contacting us.

Unsubscribing from marketing does not prevent us from sending transactional communications about an order, account, delivery, return, refund or customer service request.

10. Customer Reviews and Public Content

If you submit a review, photograph, video or other content for publication, the information you choose to publish may be visible to other website visitors.

Do not include sensitive information, delivery addresses, payment information or other private details in public reviews.

We may moderate or remove content that is fraudulent, unlawful, misleading, unrelated or inconsistent with our Terms of Service.

11. International Processing

Shopify, payment providers, technology providers, suppliers, fulfilment partners and delivery carriers may operate or store information outside Australia.

The countries involved can vary depending on the provider, product, fulfilment location and delivery route.

Where applicable, we take reasonable steps appropriate to the circumstances when engaging service providers that process personal information outside Australia. However, overseas recipients may be subject to different privacy laws.

12. Data Retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including to:

  • Complete transactions and provide customer support;
  • Maintain order, tax and accounting records;
  • Process returns and consumer claims;
  • Prevent fraud and maintain security;
  • Resolve disputes;
  • Enforce agreements; and
  • Meet legal and regulatory obligations.

Retention periods vary according to the type of information and the applicable requirements.

When information is no longer reasonably required, we take reasonable steps to delete it or de-identify it, subject to technical and legal limitations.

13. Data Security

We use reasonable administrative, technical and organisational measures to protect personal information.

The store uses Shopify’s hosted ecommerce infrastructure and secure payment providers. However, no method of electronic transmission or storage is completely secure.

Do not send complete payment card details, passwords, identification documents or other highly sensitive information through ordinary email or the website contact form unless we specifically provide a secure method and the information is necessary.

If we become aware of a data incident, we will assess and respond to it in accordance with applicable legal requirements.

14. Access and Correction

You may contact us to request access to personal information we hold about you or to ask us to correct information that is inaccurate, incomplete or out of date.

We may need to verify your identity before processing a request.

In some circumstances, access or correction may be limited or refused where permitted by law. If applicable, we will explain the reason.

For information processed independently by Shopify, you may also use the Shopify Privacy Portal:

https://privacy.shopify.com

15. Deletion Requests

You may ask us to delete personal information.

We will consider the request and delete information where reasonably possible and legally permitted. We may need to retain certain records for tax, accounting, fraud prevention, order history, dispute resolution, consumer protection or other legal purposes.

16. Children’s Privacy

The store is intended for adults capable of making online purchases.

We do not knowingly collect personal information directly from children who are not legally capable of purchasing from us.

If you believe a child has provided personal information without appropriate permission, contact us so we can review and, where appropriate, delete it.

17. Third-Party Websites

The website may contain links to websites or services operated by third parties.

Third-party services have their own privacy policies and security practices. CalmPaws AU is not responsible for the independent privacy practices of websites that we do not control.

Review the relevant third-party policy before submitting personal information.

18. Privacy Questions and Complaints

If you have a question, request or complaint about how we handle personal information, contact us using the details below.

Please include enough information for us to understand the issue, but do not send passwords, complete payment card details or unnecessary identity documents by ordinary email.

We will acknowledge and assess privacy complaints and aim to respond within a reasonable period.

Where the Privacy Act 1988 applies and you are not satisfied with our response, you may be entitled to contact the Office of the Australian Information Commissioner:

https://www.oaic.gov.au/privacy/privacy-complaints

19. Changes to This Privacy Policy

We may update this Privacy Policy when our practices, providers, technology or legal obligations change.

The updated version will be published on this page with a revised “Last updated” date. Where required, we will provide additional notice.

20. Contact Us

CalmPaws AU
Operated by Paulo Roberto Sapienza
48 Livistona Street
Redland Bay QLD 4165
Australia

Email: support@calmpawsau.com
Phone: +61 452 522 976
Business hours: Monday to Friday, 9:00 am–5:00 pm AEST

We aim to respond within one business day.