Privacy Policy

1. Who we are

Koala Coast Pet Supplies (ABN 20 657 327 972) is an Australian online pet supplies retailer based in Queensland 4218, Australia, trading through koalacoast.shop. In this policy, "we", "us" and "our" mean Koala Coast Pet Supplies.

This policy explains what personal information we handle, why we handle it, who we share it with, and how you can access, correct or complain about it. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

2. Information we may collect

• Contact details such as your name, email address and phone number.
• Order and delivery details such as your delivery address, postcode, order contents and order history.
• Account details if you create an account, including your email and login credentials.
• Optional pet profile details and saved shopping preferences, such as pet type, size or life stage, where you choose to provide them.
• Newsletter details, such as your email address and subscription status.
• Enquiry content, including messages you send us through our contact form, email or phone about orders, delivery, returns or product questions.
• Technical information, such as your browser type, device information, approximate location derived from your network, pages viewed, and information stored in cookies or your browser's local storage.

We do not collect sensitive information as defined in the Privacy Act, and we do not ask for it. We do not store complete payment card details.

3. How we collect information

We generally collect personal information:

• directly from you when you place an order, create an account or check a delivery postcode;
• when you contact us by form, email or phone;
• when you subscribe to our newsletter or save shopping preferences or a pet profile;
• automatically through your browser when you use our website, including cookies and local storage; and
• from our ecommerce, payment and fulfilment providers where this is necessary to process and deliver your order.

4. Why we use your information

• to process, confirm, fulfil and deliver your orders;
• to communicate with you about orders, delivery and enquiries;
• to provide customer support, and to assess returns, refunds and warranty claims;
• to create and maintain your account, saved preferences and optional pet profile;
• to send newsletters and offers where you have asked to receive them;
• to detect, prevent and investigate fraud, spam, misuse and security incidents;
• to understand how our website is used and to improve our range, content and service; and
• to meet our legal, tax, accounting and record-keeping obligations.

You can unsubscribe from marketing emails at any time using the link in the email or by contacting us. We will still send you messages necessary to complete your order.

5. We do not sell your personal information

We do not sell, rent or trade your personal information. We share it only as described in this policy, or where you have asked us to, or where the law requires or permits it.

6. Payments and checkout

Our online store and checkout are operated using Shopify. When you pay, your payment details are handled by Shopify and its payment providers under their own security and privacy arrangements. Koala Coast Pet Supplies does not receive or store complete payment card details. We generally receive only confirmation of payment and limited details such as the card type and last digits shown on your order.

7. Fulfilment partners and delivery providers

Some products are dispatched directly by our Australian fulfilment partners. To get your order to you, we share the information necessary for fulfilment and delivery — typically your name, delivery address, contact details and the items ordered — with those partners and with the carriers who deliver your parcel.

Koala Coast Pet Supplies remains your point of contact for support, delivery questions, returns and after-sales service.

8. Other service providers

We also use trusted service providers to run our business, including ecommerce and website hosting, database and cloud storage, email delivery, analytics and error reporting, and accounting. These providers may handle personal information on our behalf, and we ask them to use it only for the services they provide to us.

We may also disclose personal information where required by law, or to protect our rights, property or safety, or those of our customers or others.

9. Overseas processing

Some of our technology, cloud, email and payment providers may operate or store data outside Australia. Where this occurs, Koala Coast takes reasonable steps to use reputable providers and handle information appropriately and consistently with Australian privacy requirements.

10. Cookies and local storage

Our website uses cookies and browser local storage to keep your cart and saved items, remember optional preferences such as your pet profile and delivery postcode, keep you signed in, keep the site secure, and understand how the site is used so we can improve it.

You can block or clear cookies and local storage in your browser settings. If you do, some parts of the site — such as your cart, saved items or saved preferences — may not work as expected.

11. Security

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. This includes encrypted connections, access controls, and using reputable providers for our store, database and email. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

12. How long we keep information

We keep personal information only for as long as we need it for the purposes described above, or for as long as we are required to keep it by law — for example, tax and business records generally need to be kept for several years. When we no longer need information, we take reasonable steps to delete it or de-identify it.

13. Access and correction

You can ask us for a copy of the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date or incomplete. Email info@koalacoast.shop and we will respond within a reasonable time. We may need to verify your identity first. If we cannot provide access or make a correction, we will explain why.

You can also ask us to delete information we no longer need to keep — for example, a saved pet profile or newsletter subscription.

14. Privacy complaints

If you believe we have mishandled your personal information, please contact us at info@koalacoast.shop with the details. We will acknowledge your complaint and aim to resolve it promptly.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

15. Changes to this policy

We may update this policy from time to time to reflect changes to our business, systems or legal obligations. The current version is always published on this page with the date it was last updated.

16. Contact us

For any privacy question or request, contact us using the details below, or through our contact page.