Privacy policy

PetMeds Direct – Privacy, Security & Customer Policy

Last Updated: September 30, 2025

PetMeds Direct, located at Unit 120-1, 115 Christopher Dr, Cambridge, Ontario, Canada, operates this store and website (the “Services”). PetMeds Direct is powered by Shopify, which enables us to securely provide our Services.

This Privacy & Security Policy is intended to meet or exceed the requirements of the Personal Information Protection and Electronic Documents Act (PIPEDA), as well as the Personal Health Information Protection Act (PHIPA) of Ontario, where applicable. It also reflects our compliance with Payment Card Industry Data Security Standards (PCI DSS).

By using our Services, you acknowledge that you have read and agree to this Privacy & Security Policy. If you do not agree, you should not use our Services.

1. Commitment to Privacy

  • We are committed to protecting your personal and health information.
  • We only collect, use, and disclose personal information as permitted by law and as required to provide pharmacy and veterinary services.
  • We will never sell or rent your personal information.
  • We will only disclose your information with third parties where:

  • It is required to provide services (e.g., with payment processors, shipping carriers, IT providers);

    • You have provided explicit consent; or
    • We are legally required to do so.

2. Personal & Health Information We Collect

  • We may collect:
  • Contact Information: name, billing/shipping address, phone number, email.
  • Financial Information: credit/debit card details, payment confirmations.
  • Account Information: login credentials, security questions, preferences.
  • Prescription/Health Information: only as required for dispensing medications and veterinary consultations, in accordance with PHIPA and professional pharmacy standards.
  • Transaction Data: purchase history, returns, and communications with us.
  • Technical Data: device type, browser, IP address, site usage analytics.

3. How We Use Your Information

  • We use your information to:
  • Fulfill and ship your orders.
  • Provide veterinary and pharmacy services legally and safely.
  • Process payments in compliance with PCI DSS.
  • Authenticate accounts, detect fraud, and secure our website.
  • Personalize your shopping experience and recommend products.
  • Communicate with you about your account, orders, or promotions.
  • Comply with federal/provincial laws, pharmacy regulations, and professional standards.

4. Safeguards & Security

  • All transactions are encrypted with 128-bit or higher SSL encryption.
  • Financial data is processed through PCI DSS–compliant systems.
  • Prescription/health records are stored securely, with restricted staff access, as required under PHIPA.
  • While we follow industry best practices, no method of transmission over the Internet is 100% secure, and we cannot guarantee absolute security.

5. Retention & Destruction

  • We retain personal and health information only as long as necessary to:
  • Provide services to you,
  • Meet legal and regulatory obligations (e.g., pharmacy record-keeping laws), and
  • Resolve disputes or enforce contracts.
  • When no longer required, records are securely destroyed or anonymized.

6. Customer Rights

  • You have the right to:
  • Access and request corrections to your information.
  • Withdraw consent for certain uses (subject to legal/medical obligations).
  • Request deletion of non-health personal data where legally permitted.
  • File a complaint with the Office of the Privacy Commissioner of Canada or the Information and Privacy Commissioner of Ontario if you are unsatisfied with how we handle your information.
  • Requests may require verification of identity.

7. Third Parties & Links

  • Our Services may link to third-party websites. We are not responsible for the privacy, security, or accuracy of third-party websites. You should review their privacy policies before using them.

8. Limitations of Liability

  • To the fullest extent permitted by law:
  • PetMeds Direct is not liable for damages arising from misprints, errors, stock availability, or shipping delays.
  • We are not responsible for unauthorized access to your account if you fail to keep your credentials secure.
  • Promotions are subject to change and cannot be applied retroactively.

9. Operational Hours

  • Customer Service:

    • Mon–Fri: 9 AM – 5 PM EST

    • Sat: 10 AM – 3 PM EST (closed on long weekends)

  • Orders & Shipping: Processed Mon–Fri, excluding statutory holidays. Orders placed on holidays are processed the next business day.
  • Please note that all cold chain required medications will be shipped solely on Monday/Tuesdays.

10. Errors, Misprints & Promotions

  • Prices and availability may change without notice.
  • Orders may be cancelled or adjusted due to misprints, errors, or stock limits.
  • Refunds will be issued to the original method of payment.
  • Promotions are subject to limits and exclusions, including on prescription products.

11. International Data Transfers

  • Where data is transferred outside Canada (e.g., through Shopify hosting), we take steps to ensure protections consistent with Canadian law.

12. Changes to This Policy

  • We may update this Privacy & Security Policy as laws or operations change. Updates will be posted with a revised “Last Updated” date.

13. Contact Us

  • For privacy concerns, complaints, or rights requests:
  • PetMeds Direct (Accreditation Number: 311012)
    Unit 120-1, 115 Christopher Dr
    Cambridge, ON, N1S 5C2, Canada
    📧 Email: info@petmedsdirect.ca
    📞 Phone: 647-447-5635
  • You may also contact:
  • Office of the Privacy Commissioner of Canada – www.priv.gc.ca
  • Information and Privacy Commissioner of Ontario – www.ipc.on.ca