Chewy Privacy Policy for Canada
Last updated: September 12, 2023
Chewy Canada, Inc. and its affiliates and subsidiaries (“Chewy” or “we”, “our”, “us”) respect your concerns about privacy. This Privacy Policy (“Privacy Policy”) explains the type of information we may obtain from individuals who visit our websites (each, a “Site” and collectively, “Sites”) or use our mobile applications (each, an “App” and collectively, “Apps”), which includes tools such as chat available through our Sites and Apps. It also explains the type of information we may obtain from individuals who otherwise connect with us offline, such as by phone (“Offline Services”, and collectively with all Sites and Apps, the “Services” or individually, a “Service”). When we use the term “including”, it shall mean “including but not limited to”. In addition, this Privacy Policy sets out how Chewy may use, disclose and protect your personal information.
By using or accessing our Services, you agree to the collection, storage, use and disclosure of your information as described in this Privacy Policy. You may withdraw your consent at any time, subject to the restrictions mentioned in Your Choices section.
In this Privacy Policy, “personal information” generally means information (regardless of its format) about an identifiable individual. This may include, for example, your name, contact information, home address, email address, job title and other information relating to your account with us (as the case may be). It may also include other types of more technical information, but only when this information can identify you as an individual. Information that is aggregated and/or de-identified and cannot be used alone or in combination with other available information to identify an individual is not considered to be personal information.
- INFORMATION WE OBTAIN
- HOW WE USE THE INFORMATION WE OBTAIN
- COOKIES AND INTEREST-BASED ADVERTISING
- INFORMATION WE SHARE OR DISCLOSE
- CROSS-BORDER TRANSFERS OF PERSONAL INFORMATION
- YOUR CHOICES
- DATA RETENTION
- DATA SECURITY AND GOVERNANCE
- INFORMATION FROM CHILDREN
- LINKS TO THIRD-PARTY WEBSITES, APPS OR ONLINE SERVICES
- ACCESSING, DELETING AND CORRECTING YOUR PERSONAL INFORMATION
- HOW TO UPDATE YOUR INFORMATION
- CHANGES TO THIS POLICY
- CONTACT US
INFORMATION WE OBTAIN
Information you give us. We collect and maintain information that you may provide to us through your use of our Services, including your name, shipping address, billing address, payment card information, telephone number(s), email address(es) and purchase/return/exchange data and pet information. For example, when you:
- set up your account and/or make online purchases, you will be asked to provide information necessary to facilitate the transaction, such as contact and payment information;
- seek assistance from our customer service team or veterinarians, through email, telephone, automated and live chat sessions, SMS or any other channels we may ask you questions about your pet or otherwise collect and record additional information from or about you during those interactions;
- enter our contests, sweepstakes or other promotions, you may be asked for information necessary to fulfill the promotion;
- post comments or other content in publicly-available forums on our Services (e.g., Product reviews, Q&A forum), anything you post will be available to us as well as visitors to our Services;
We also may collect information about your pet(s), including name, breed, gender, birthdate, size, weight, prescriptions, veterinary and pet health information, pet insurance information, and photos.
Information we obtain by automated means. We may use technology to automatically obtain other information about you and your devices when you visit our Sites, use our Apps or view our advertisements online. For more information, see the “Cookies and Interest-Based Advertising” section of this Privacy Policy, below. This information helps our Sites and Apps work correctly and supports our marketing and analytics efforts. This information includes, but is not limited to, device type; device settings; Internet browser information; operating system information; IP address; mobile device identifiers; software version; phone model; phone operating system; mobile phone carrier information; precise geolocation data; the date, time and length of your stay on our Sites and Apps; and the referring website, specific pages accessed and other actions you take on our Sites and Apps. Additionally, your chats, phone/video calls and other interactions with our customer service team or veterinarians may be recorded. We may obtain other information from you from time to time by providing appropriate notice.
We also use a third-party session replay service that records users’ interactions with our Sites and Apps, including users’ clicks, mouse movements and scrolls.
Information we obtain from other sources. We may receive information about you from other sources. Such sources may include information collected from payment processors, data brokers, third-party ad technology companies, veterinarians, insurance companies, shelters, and shipping carriers. We receive this information where authorized by law or where you have consented to the collection of your information from such sources. We use this information consistent with this Privacy Policy.
Third-Party Web Analytics Services. We use third-party web analytics services on our Sites and Apps, such as Segment. The service providers that administer these services use automated technologies to collect data (such as IP addresses, cookies, and other device identifiers) to evaluate the use of our Services. To learn more about Segment analytics and how to opt out, please visit https://segment.com/help/
HOW WE USE THE INFORMATION WE OBTAIN
We use the information we collect about you for the following business purposes:
Fulfilling orders and responding to your questions and requests. We may use your information to provide you with transactional assistance, such as fulfilling your order, processing your payments, providing you with customer and technical support including through the automated and live chat features on our Sites and Apps and maintaining transcripts of chat communications, obtaining veterinarian approvals and assistance, offering new products and services, and ensuring the proper delivery of the products and services you order from us.
Creating and maintaining your Chewy account, and communicating with you. We may use your information to create and maintain your Chewy account, including, where applicable, by updating your pet profile with information provided by your veterinarian about your pet. In addition, we may use your information to contact you about (1) updates to this Privacy Policy or our Terms of Use; (2) changes to our Services, products and programs; (3) reviews, comments or other feedback you provide about our products or Services; (4) issues with your orders; or (5) product recalls.
Improving and personalizing our products and Services. We may use your information to make improvements to our products and Services, as well as personalize our Services to meet your preferences and needs, customize your experience with us and provide you with a consistent experience across the devices you use.
Reviewing Site and App trends and customer interests. We may also use your information to analyze the way you use our Sites and Apps and understand your interests, including by combining information we receive from you and your devices with other information about you that we receive from other sources.
Sending and improving marketing communications. We may send you communications about promotions or offers via regular mail, email, text messaging or other electronic channels, including ads on Social Media Services. We may use information, including information collected across different online services and from the various devices you may use, for marketing and analytics purposes and to deliver marketing communications based on your behaviour and interests. You may opt out of receiving any, or all, of these communications from us by following the unsubscribe link or instructions provided in any email we send or by contacting us directly at the address indicated under Your Choices Section.
Promoting our products or Services. If you complete a product review, submit feedback or provide an image of your pet(s), we may use your submission for commercial purposes, to promote our products and Services, or to send you personalized content, including pet portraits, thank you notes and holiday cards.
Administering promotions, such as sweepstakes and contests. We may use your information to administer sweepstakes, contests, and other promotions if you choose to participate.
Detecting and preventing fraud. We may use your information to protect against, identify and prevent fraud and other criminal activity, claims and other liabilities.
Complying with law. We may use your information to comply with and enforce applicable legal requirements (including to maintain pet health records and authorizations), relevant industry standards and our policies, including this Privacy Policy and our Terms of Use.
Other uses. We may use your information to operate, evaluate, develop, manage and improve our business (including operating, administering, analyzing, and improving our Services; developing new products and services; managing and evaluating the effectiveness of our communications; conducting market research, aggregating and anonymizing data, and performing data analytics; facilitating the provision of services to Chewy; and performing accounting, auditing, and other internal functions).
We also may use your information in other ways for which we provide specific notice at the time of collection or otherwise with your consent.
You may, at any time, withdraw your consent to such use of your personal information upon reasonable written notice to us at the email address indicated at the end of this Privacy Policy, subject to legal or contractual restrictions as mentioned under Your Choices Section.
COOKIES AND INTEREST-BASED ADVERTISING
Tracking tools we use. We and third-party ad technology providers may collect information about you and your devices over time and across different websites and online services through the use of tracking tools, including cookies, web beacons, clear GIFs, pixels, device identifiers and other online information-gathering tools. We may use these automated technologies to collect information about your equipment, browsing actions, and usage patterns. The information we may obtain through these automated technologies is described in the “Information we obtain by automated means” section of this Privacy Policy, above. We may use these automated technologies for the following purposes to the extent permitted by applicable laws:
- authenticate your account and store your password if you are a registered Chewy account holder and otherwise detect and prevent fraud;
- monitor the performance of our Services;
- learn more about the way you interact with our Services and content;
- personalize your experience on our Sites, Apps and Social Media Services;
- optimize and tailor our Sites and Apps;
- make product recommendations, perform analytics, personalization and provide you with relevant advertising content on our Services and third-party websites and online services;
- measure the effectiveness of the ads we serve you;
- conduct data analytics and research to help us improve our Services and product offerings; and
- better understand our Site visitors and App users and their respective interests.
We classify cookies into essential, personalization and marketing cookies. While essential cookies are required for us to provide you our Site, users have a choice to opt out of the personalization and marketing cookies. However, if you opt out of the personalization and marketing cookies, you may not be able to fully experience all the features and capabilities of our Site.
Interest-based advertising. We and third-party ad technology providers may use cookies to learn about the ads you see and interact with, and other actions you take on our Services. This allows us to provide you with more useful and relevant ads on both Chewy-owned and operated Services and third-party websites, apps and online services. Interest-based ads, also referred to as personalized or targeted ads, are displayed to you based on information collected about your online activities, such as when you browse or purchase a product on our Sites or Apps, or visit third-party websites, apps or online services. In providing interest-based ads, we follow the Self-Regulatory Principles for Online Behavioural Advertising developed by the Digital Advertising Alliance of Canada (DAAC) (a coalition of marketing and online advertising organizations). See the “Interest-based advertising opt-out” section of this Privacy Policy, below, for information on how you may opt out of such advertising.
Third-party ad technology companies may help us display content tailored to your interests and serve interest-based advertising on our behalf. Additionally, some third-party ad technology companies may provide us with information about you (such as demographic information) from offline and online sources, which we may use to provide you with more relevant and useful advertising.
Advertisers or third-party ad technology companies working on their behalf sometimes use automated technologies to serve the ads that appear on our Sites and Apps. They automatically receive your IP address and other device identifiers when this happens. They may also use cookies to measure the effectiveness of their ads and to personalize ad content.
If you would like to opt out of marketing emails from Chewy under applicable law, please contact service-ca@chewy.com.
INFORMATION WE SHARE OR DISCLOSE
We may share and/or disclose personal information collected about you with the following third parties in order to fulfill the purposes indicated in this Privacy Policy, when legally required, or otherwise with your consent:
Affiliates and Subsidiaries. We may share your information with our affiliates and subsidiaries for business, operational, promotional, marketing or other purposes consistent with this Privacy Policy.
Service Providers. We may share the information we obtain about you with service providers who perform services on our behalf. The types of service providers with whom we may share your personal information include payment processors, technology service providers, delivery and mailing partners, storage providers, customer service specialists, business analytics and market research providers. Our service providers are restricted from using your personal information in any way other than to provide services for us.
Business Partners. With your consent and at your direction, we may share your information with our business partners (such as veterinarians, pet insurers, and animal shelters) so they can provide you with the services that you request or that may interest you.
Other Third Parties. We may disclose your information to other third parties in connection with our marketing and advertising (including targeted and digital advertising) efforts to promote our Services, or as otherwise directed by you at all times, in compliance with applicable laws.
Business Transaction. We may disclose, transfer, or assign to our affiliates, or to one or more third parties, the information collected about you in the event that we sell or transfer (or contemplate the sale or transfer of) all or a portion of the assets or business of Chewy, including as part of an actual or contemplated merger, acquisition or joint venture. In the unlikely event of our bankruptcy, insolvency, reorganization, receivership, liquidation, divestiture, dissolution or assignment for the benefit of creditors, or the application of laws or equitable principles affecting creditors’ rights generally, we may transfer your personal information to a successor or to a third party that purchases our assets arising from such circumstances. In such transactions, customer information generally is one of the transferred business assets but remains subject to the promises made in any pre-existing Privacy Policy.
Protection of Chewy and Others. We may disclose information about you to the government or to other third parties to comply with applicable law and regulations, governmental and quasi-governmental requests, court orders, subpoenas and other legal process or as authorized by applicable law. We may also disclose information to third parties if necessary to (i) enforce any of the Terms of Use for our Services or any investigation of potential violations thereof, (ii) detect, prevent, or otherwise address fraud, security or technical issues, (iii) protect against harm to our Services and (iv) protect our rights, property or safety, or the rights, property or safety of our users or others.
CROSS-BORDER TRANSFERS OF PERSONAL INFORMATION
We, or our service providers, may access, store and/or process your personal information outside of the province or country where you reside. As a result, when your personal information is used or stored in a jurisdiction other than where you are residing, it may be subject to the law of this foreign jurisdiction, including any law permitting or requiring disclosure of the information to the government, government agencies, courts and law enforcement in that jurisdiction. We will transfer your personal information in compliance with applicable data protection laws and will implement suitable safeguards to ensure that your personal information is adequately secured in accordance with all applicable laws.
You have certain choices in connection with the personal information we obtain about you, as described further below.
Cookies: The “Help” feature on most Internet browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. If you set your browser to limit or remove cookies or otherwise block our use of cookies, some Site features may be unavailable or unable to function properly. If you are using our Canadian site, you also have a choice to allow or refuse non-essential cookies through the cookie banner that pops up when you first visit our site. Your device may not give you the ability to control cookies. If you wish to block cookies on our App, you may need to delete the App from your mobile device.
Email marketing opt-out: If you wish to opt out of any of our marketing email communications, you may contact our customer service representatives at the phone number or email address below, under the “Contact Us” section of this Privacy Policy. You also may follow the “unsubscribe” instructions included in our promotional emails. Please note that removal of user information from our database or “opting out” will not stop marketing or advertising content that is generated for distribution or is otherwise queued for transmission to you prior to the time when we can implement your request. If you unsubscribe from marketing communications, you may continue to receive transactional communications, such as email or text notifications about your order status, recall information, and other administrative information. Our information will remain in our database but will be marked as inactive, so you do not receive marketing materials from us.
You may opt out of receiving interest-based ads from us by visiting the DAA consumer opt-out page at https://www.aboutads.info/choices. You also can opt out of receiving interest-based ads from members of the Network Advertising Initiative (NAI) by visiting the NAI consumer opt-out page at http://optout.networkadvertising.org/?c=1#!/. Opting out of receiving interest-based ads does not mean that you will no longer receive ads from us, but rather that the ads you receive may not be as relevant to your interests.
Apps opt-out: You may use the DAA’s AppChoices program to opt out of receiving certain in-app interest-based ads (https://optout.aboutads.info/?c=3&lang=en). Your mobile device may also provide a device-level advertising preference feature that prevents your device from receiving in-app interest-based ads.
Do-Not-Track: Some Internet browsers have a “do not track” feature that lets you tell websites that you do not want to have your online activities tracked. Our Sites and Apps do not support “do not track” preferences that may be available in your browser and are not capable of satisfying the preference you set.
Updating or withdrawing consent. You may withdraw your consent to the collection, use and disclosure of your personal information in accordance with this Privacy Policy at any time by contacting our Privacy Officer, in writing, at the address specified below under Questions, subject to legal or contractual restrictions. Keep in mind that by withdrawing your consent (in whole or in part) to our collection, use or disclosure of your personal information, we may no longer be able to provide you with the products or services you requested.
You can also Customize Cookies
DATA RETENTION
We retain your information for the time period reasonably necessary to achieve the purposes described in this Privacy Policy, or any other notice provided at the time of collection, taking into account applicable statutes of limitation and records retention requirements under applicable law.
DATA SECURITY AND GOVERNANCE
We implement reasonable administrative, technical, and physical safeguards designed to protect the information we collect.
Chewy maintains policies and practices, which ensure the protection of your personal information. Depending on the volume and sensitivity of the information, the purposes for which it is used and the format in which it is stored, we implement a combination of measures to protect your personal information, including:
- If information is collected or stored in electronic format, technical safeguards such as encryption, firewalls, antivirus software and similar measures;
- A designated Privacy Officer to monitor our compliance with applicable data protection laws;
- Employee privacy and data security training;
- Procedures for receiving, investigating and responding to complaints or inquiries regarding Chewy’s information handling practices, including any security incidents involving personal information;
- Contractual protections and other measures to ensure that service providers with whom we share Personal Information maintain adequate privacy protections and standards.
INFORMATION FROM CHILDREN
The Sites and Apps are designed for a general audience and are not directed to children under the age of 14. We do not knowingly collect or solicit personal information from children under the age of 14 through our Sites and Apps. If we become aware that we have collected personal information from a child under 14 online without the consent of the child’s parent or guardian, we will use all reasonable efforts to promptly delete such information.
LINKS TO THIRD-PARTY WEBSITES, APPS OR ONLINE SERVICES
As a convenience to our Site visitors and App users, our Services may contain links to third-party websites, apps and online services that we believe offer useful information. This Privacy Policy does not apply to such third-party websites, apps or online services. We suggest reviewing the privacy notices or policies of such third parties or contacting them directly for more information on their privacy practices. Chewy is not responsible for the privacy practices of third-party services, regardless of whether they are linked to or otherwise connected to our Services.
ACCESSING, DELETING AND CORRECTING YOUR PERSONAL INFORMATION
You have the right to access your personal information, delete your personal information (subject to certain exceptions) and request the correction of inaccurate information (subject to limited exceptions set out in applicable laws), or have other rights in relation to your personal information.
Form to access your personal information
Form to delete your personal information
To correct personal information, call 1-844-422-4399, email service-ca@chewy.com, or chat us.
We make reasonable efforts to ensure that your personal information is accurate and complete when it is under our control, but also depend on you to provide us with accurate information. To access and correct your personal information, please log into your Chewy account or please contact our Privacy Officer at the email address noted at the end of this Privacy Policy below. You can also edit certain information collected about you through our Services by editing your information and preferences on the “Your Account” and “Profile and Password” pages. Following receipt of a request from you, we will take reasonable steps to update or correct your information.
CHANGES TO THIS POLICY
We reserve the right, at our discretion, to modify our privacy practices and update and make changes to this Privacy Policy at any time and without prior notice. If we make any changes, we will change the “Last Updated” date above and post the new Privacy Policy here: https://www.chewy.com/ca/app/content/privacy. You should consult this Privacy Policy regularly for any changes. If we make material changes, we will notify you by email (sent to the email address specified in your account) or by means of posting a notice on this website prior to the effective date of the change.
CONTACT US
If there are any questions regarding this Privacy Policy or our privacy practices, you may contact Support, and our Privacy Officer using the information below.
1-844-422-4399
Or Chat us
Chewy Canada Legal
7398 Yonge St. Suite 6D-783
Thornhill, ON L4J 8J2