Privacy policy
This policy explains what personal information Jack & Susy collects when you use jackandsusy.com, why we collect it, and what you can ask us to do about it. Last updated 31 August 2026.
Who we are
Jack & Susy, an independent online retailer of pet travel gear. Our store runs on Shopify, which processes data on our behalf. For anything to do with your personal information, write to support@jackandsusy.com.
What we collect
When you buy something: your name, delivery address, email address, phone number if you give one, and the details of your order. Card details go straight to the payment processor — we never see or store them.
When you contact us: whatever you put in the message, including your pet's measurements and the airline you are flying with, if you tell us.
When you browse: standard technical information such as your IP address, browser, device and the pages you visit, collected through cookies and similar technologies.
Why we use it
To take and deliver your order, to answer your questions, to process returns and refunds, to prevent fraud, to meet our accounting and legal obligations, and — only if you asked for it — to send you email about the shop. Every marketing email has an unsubscribe link and it works.
Who we share it with
Only with the companies that make the order happen: Shopify, which hosts the store; the payment processor; the warehouses in California and Nevada that pack and ship your parcel; the carrier that delivers it; and the review platform, if you choose to leave a review. Each of them gets only what it needs to do its part.
We do not sell your personal information, and we do not share it with anyone for their own advertising.
How long we keep it
Order records for as long as tax and accounting rules require. Support emails for up to two years. Marketing consent until you withdraw it.
Your rights
You can ask us for a copy of the personal information we hold about you, ask us to correct it, ask us to delete it, or ask us to stop using it for marketing. Write to support@jackandsusy.com and we will answer within 30 days. If you are in the EEA, the UK or California you have additional statutory rights, and you may complain to your local data protection authority.
Cookies
The store uses cookies that are necessary for it to work — keeping your basket, remembering your session — and analytics cookies that tell us which pages people use. You can block cookies in your browser, but parts of the checkout will stop working.
Children
This shop is not aimed at children and we do not knowingly collect information from anyone under 16.
Changes
If we change this policy we will update the date at the top. Material changes will be announced on this page.