Privacy Policy

Big Dog Pet Supply ("Big Dog," "we," "us") operates bigdogpetsupply.com and related customer services. We are the data controller for personal information collected through this website and our customer portal.

For privacy questions or to exercise your rights, contact privacy@bigdogpetsupply.com.

We collect information you provide directly and information generated when you use our services:

• Account & profile: name, email, phone, password (hashed), pet profiles, and preferences you save in your account.
• Orders & payments: shipping and billing addresses, order history, and payment tokens processed by Stripe (we do not store full card numbers).
• Communications: messages you send via contact forms, email, or customer support.
• Device & usage: IP address, browser type, pages viewed, and approximate location derived from IP for security, analytics, and site performance.
• Cookies: essential cookies for cart and sign-in; optional analytics cookies where permitted by law.

We use personal information to:

• Process orders, deliver products, and manage AutoShip subscriptions
• Authenticate your account and protect against fraud
• Provide customer support and respond to inquiries
• Send transactional emails (order confirmations, shipping updates)
• Send marketing communications when you opt in (you may unsubscribe anytime)
• Improve our website, products, and shopping experience
• Comply with legal obligations and enforce our terms

Where GDPR applies, we rely on: contract performance (orders), legitimate interests (security, analytics, product improvement), consent (marketing emails, non-essential cookies), and legal obligation.

We do not sell your personal information. We share data with trusted processors who assist our operations, including:

• Payment processing (Stripe)
• Hosting and infrastructure (e.g., Netlify, Supabase)
• Email and customer communication tools
• Shipping carriers to fulfill deliveries
• Analytics providers (aggregated, where enabled)

Each provider is bound by contractual obligations to protect your data and use it only for the services they provide to us.

We retain account and order records for as long as your account is active and as required for tax, accounting, and legal purposes (typically seven years for transaction records). Marketing preferences are kept until you unsubscribe or delete your account.

We use encryption in transit (TLS), access controls, and industry-standard practices to safeguard personal information. No method of transmission over the internet is 100% secure; we encourage strong passwords and prompt reporting of suspicious activity.

Depending on your location, you may have the right to:

• Access, correct, or delete your personal information
• Export your data in a portable format
• Object to or restrict certain processing
• Withdraw consent for marketing at any time
• Lodge a complaint with your local data protection authority

Submit requests via privacy@bigdogpetsupply.com. We respond within 30 days where required by law.

To delete your account and the personal information linked to it, email privacy@bigdogpetsupply.com from the address on your account with the subject "Delete my account." We verify ownership before acting and confirm by email once the request is complete, within 30 days.

If you signed in with Facebook or Google, you can also disconnect Big Dog from that account—on Facebook, via Settings & privacy → Settings → Apps and Websites. Disconnecting stops future sharing but does not delete information we already hold, so email us if you want it erased.

We delete your profile, pet profiles, saved addresses, wishlist, and marketing preferences. We must retain order and transaction records for the period described in "Data retention" above to meet tax, accounting, and other legal obligations; those records are restricted and never used for marketing.

Our services are not directed to children under 16. We do not knowingly collect personal information from children. Contact us if you believe a child has provided data and we will delete it promptly.

If you access our site from outside the United States, your information may be processed in the U.S. or other countries where our providers operate. We implement appropriate safeguards for cross-border transfers where required.

We may update this policy to reflect changes in our practices or legal requirements. We will post the revised version with an updated "Last updated" date. Material changes will be communicated via email or a prominent site notice where appropriate.