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Privacy policy
Last updated: October 28, 2026
1. Who is responsible
1.1 This Privacy Policy explains how Pet Printed GmbH, Fichtenstraße 5, 90763 Fürth, Germany ("we", "us") collects, uses, shares and protects personal information when you visit pet-printed.ca, place an order or contact us.
1.2 We are responsible for the personal information we collect, including information we pass on to service providers for processing.
1.3 Person in charge of the protection of personal information: Heinrich Schaller, Managing Director, Pet Printed GmbH, Fichtenstraße 5, 90763 Fürth, Germany.
Email: support@pet-printed.ca (please use the subject line "Privacy").
1.4 We handle personal information in line with the Personal Information Protection and Electronic Documents Act (PIPEDA) and, where they apply, the private sector privacy laws of Québec, British Columbia and Alberta.
2. What information we collect
2.1 When you place an order:
- name, delivery and billing address, email address and, if you provide it, phone number;
- the products you order, your options, the order amount and the order history;
- payment information. Payments are processed by our payment providers. We do not see or store your full card number.
2.2 When you personalize a product:
- the photos you upload, for example of your pet;
- names, dates, texts and other details you enter.
Photos can show people or contain other personal information. Please only upload photos you are allowed to use (see section 4).
2.3 When you contact us: your name, email address, order number and the content of your message.
2.4 When you visit our website: technical information such as IP address, browser and device type, pages viewed, time of visit and the website you came from. Some of this is collected with cookies and similar technologies (see section 6).
2.5 When you sign up for marketing emails: your email address, the date and time of sign up and your choices.
2.6 When you open or click our emails: whether and when an email was opened and which links were clicked (see section 7.4).
2.7 When you write a review: your review, rating, name as shown and, if you add one, your photo or video. As a thank you for a review with a photo or video, we may send you a discount code for a future order.
2.8 When you sign in to your customer account: your email address, the sign-in codes we send you, your order history and the addresses you save. You can ask us to delete your customer account at any time (section 12.3).
3. Why we use your information
We use personal information only for the purposes described here:
| Purpose | Information used |
|---|---|
| Producing, shipping and delivering your order | order information, photos and personalization details |
| Processing payments and preventing fraud | order and payment information, IP address |
| Customer service, complaints, reprints and refunds | contact details, order information, your messages and photos of the problem |
| Sending order and shipping updates | email address, order information |
| Meeting legal obligations, such as tax and accounting rules | order and invoice information |
| Running and securing our website | technical information |
| Measuring and improving our website and testing new features | usage information (only with your consent to the relevant cookies) |
| Providing your customer account | email address, order history, saved addresses |
| Showing you relevant ads on other platforms and measuring our advertising | usage information, information about purchases and, in encrypted (hashed) form, your email address and phone number so that the platform can match them with its users (only with your consent to marketing cookies) |
| Sending you marketing emails such as newsletters and offers | email address, purchase history, email opens and clicks (only with your consent, see section 7.1) |
| Sending you reminders about your cart, a checkout you started or products you viewed | email address, products viewed or added to the cart, email opens and clicks (see section 7.2) |
| Asking you for a review after your purchase | email address, order information |
We do not use your information for purposes that are not compatible with these purposes without asking you first.
4. Your photos
4.1 We use the photos and details you upload only to create, produce and deliver your product and to handle reprints and complaints about it.
4.2 Your photos are received by our personalization service provider, which provides the photo upload, the preview and the print file. They are also received by the production partner that prints your product (see section 8).
4.3 For some designs we use artificial intelligence image services to turn your photo into an artwork. Your photo is then processed by these services.
4.4 The personalization service and the artificial intelligence image services process your photos in the European Union, in the United States and in other countries. We use contracts and other measures to make sure your photos are protected in these countries (see section 9.3).
4.5 Without your consent, we do not use your photos for advertising, we do not publish them and we do not use them to train artificial intelligence. Our service providers may not do so either. If you choose to post a photo with a review, that review is published as described in section 8.
4.6 We keep your photos and personalization details only as long as we need them for your order, for reprints and complaints and to meet our legal obligations. After that we delete them.
4.7 Please only upload photos that you are allowed to use. If other people can be recognized in a photo, please make sure they agree to it being printed.
5. Consent
5.1 We collect, use and share personal information with your knowledge and consent, unless the law allows otherwise.
5.2 When you place an order, you consent to us using your information to process and deliver it, including sharing it with the service providers who help us do so (section 8).
5.3 We ask for your express consent before we send you newsletters and offers and before we use cookies that are not strictly necessary. Reminders about your cart or products you viewed are sent without a separate consent (see section 7.2).
5.4 You can withdraw your consent at any time, subject to legal or contractual restrictions. If you withdraw your consent to processing that is needed for your order, we may no longer be able to complete it. We will tell you if this is the case.
6. Cookies and similar technologies
6.1 We use cookies and similar technologies. Some are strictly necessary for our website and checkout to work. Others help us measure and improve our website or show you relevant ads. Similar technologies include pixels, local storage and recognizing your device from technical characteristics of your device and browser.
6.2 When you first visit our website, a cookie banner asks for your choice. Cookies that are not strictly necessary are blocked until you accept them.
6.3 Your choice is stored in your browser. The cookie banner is not shown again after you have made your choice and our website has no separate link to reopen it. To change your choice later, delete the cookies for pet-printed.ca in your browser settings. The cookie banner then appears again on your next visit. You can also contact us at support@pet-printed.ca. You can block or delete cookies in your browser settings at any time.
6.4 The services we use for measurement and advertising are listed in section 8.
7. Marketing emails
7.1 We send you newsletters and offers only if you have given us your express consent, for example by signing up for our newsletter. The reminders described in section 7.2 are an exception.
7.2 If you have entered your email address in our shop, for example at checkout, we may send you reminder emails about a cart or checkout you did not complete or about products you viewed. We send these reminders even if you have not signed up for marketing emails. Every reminder contains an unsubscribe link.
7.3 We do not send marketing text messages (SMS).
7.4 Our marketing emails, including the reminders, contain technology that tells us whether an email was opened and which links in it were clicked. We use this information to measure and improve our emails.
7.5 Every marketing email identifies us as the sender, includes our contact details and contains an unsubscribe link. You can also unsubscribe by emailing support@pet-printed.ca. We process your request within 10 business days at the latest.
7.6 Service emails that are needed for your order, such as order confirmations and shipping updates, are sent even if you do not subscribe to marketing emails.
8. Who we share your information with
8.1 We share personal information with the service providers listed below, only as far as they need it for the purposes in section 3. Service providers that work on our behalf may use it only for us and must protect it. Some advertising partners also use information for their own purposes (see section 8.3).
8.2 Our service providers:
| Service provider | What they do | Location |
|---|---|---|
| Shopify | online shop platform, checkout, Shop Pay, Shopify Payments | Canada, United States and other countries |
| PayPal (Europe) S.à r.l. et Cie, S.C.A. | payment processing | Luxembourg and other countries |
| Apple Pay, Google Pay | payment processing through your wallet | United States and other countries |
| Personalization service provider | photo upload, preview and print file creation | European Union, United States and other countries |
| Artificial intelligence image services | turning your photo into an artwork for some designs | European Union, United States and other countries |
| Production and fulfillment partners | printing, packing and shipping your product | several countries, including Canada |
| Canada Post, Asendia, 4PX Express, UBI Express | delivery of your parcel and tracking | Canada and other countries |
| Resolvia | customer service software with AI-supported replies | see section 9 |
| Klaviyo, Inc. | emails, including marketing emails and reminders | United States |
| Loox Online Ltd. | review requests and photo reviews | Israel |
| Trustpilot A/S | reviews | Denmark |
| Cloudflare, Inc. | content delivery and website security | United States |
| Pandectes | cookie banner and consent management | Estonia |
| Google (Tag Manager and the Google measurement and advertising services used through it) | website measurement and advertising | United States |
| Meta (Facebook and Instagram pixel and Conversions API) | advertising and measurement, including matching encrypted contact details (section 3) | United States |
| Microsoft (Bing Ads) | advertising and measurement | United States |
| AppLovin (Axon pixel) | advertising and measurement | United States |
| Triple Whale | measurement of advertising results | United States |
| Tracify GmbH | measurement and attribution of our advertising results, including recognizing your device from technical characteristics of your device and browser (device fingerprinting) | Germany |
| Services for forwarding website and purchase events | receiving information about pages viewed and purchases on our website and forwarding it to the measurement and advertising services listed in this table | see section 9 |
| Hotjar Ltd. | analysis of how visitors use our website | Malta |
| ABlyft | testing of website versions | Germany |
| Kimonix Ecommerce Ltd. | sorting of products and product recommendations in our shop | Israel, with data stored in the United States |
| Decify GmbH | customer surveys | Germany |
| Kiwi Sizing | size guide | servers in North America |
| Linkster GmbH | affiliate and influencer tracking | Germany |
8.3 Services for measurement and advertising are used only if you accept the relevant cookies (section 6). One exception applies: when you complete a purchase, information about the purchase is passed to a service for forwarding purchase events even if you have not accepted these cookies. Some of these providers, such as Google and Meta, may also use the information for their own purposes under their own privacy policies.
8.4 Customer service: messages you send us are handled with the help of Resolvia, an AI-supported customer service software. Some replies may be prepared or sent with the help of artificial intelligence. If you would like a person to handle your request, just tell us. A member of our team will then take over.
8.5 We may also disclose personal information if the law requires it, for example to tax authorities. We may also do so to protect our rights, for example in the case of fraud.
8.6 If our business or a part of it is sold or merged, personal information may be transferred to the buyer, who must protect it under this policy.
9. Processing outside Canada
9.1 We are based in Germany. Your personal information is therefore processed outside Canada, in particular in Germany and other countries of the European Union, in the United States, in the countries where our production partners are located and in the other countries listed in section 8.
9.2 While your information is in another country, it is subject to the laws of that country. Courts, law enforcement and national security authorities of that country may be able to access it.
9.3 We use contracts and other measures to make sure our service providers protect your information to a standard comparable to the one required in Canada.
10. How long we keep your information
| Information | How long |
|---|---|
| Order and invoice information | as long as required by tax and commercial law. As a German company, this is generally up to 10 years. |
| Photos and personalization details | as long as needed for your order, reprints, complaints and our legal obligations (see section 4.6) |
| Customer account | until you ask us to delete it. Order and invoice information from your account is then kept as described in the first line of this table. |
| Customer service messages | until your request is resolved and then for as long as needed to handle follow up questions or legal claims |
| Marketing email data | until you unsubscribe. After that, we keep your email address only on a suppression list so that we do not contact you again. |
| Cookies | according to the lifetime of each cookie or until you delete them |
When we no longer need personal information, we delete or anonymize it.
11. How we protect your information
11.1 We use technical and organizational safeguards appropriate to the sensitivity of the information, such as encrypted connections (TLS), access controls and careful selection of our service providers.
11.2 If a breach of security creates a real risk of significant harm to you, we will inform you and the competent privacy authority as required by law.
12. Your rights
12.1 You have the right to:
- ask whether we hold personal information about you and get access to it;
- ask us to correct information that is inaccurate or incomplete;
- withdraw your consent at any time (see section 5.4);
- ask how your information was collected, how it is used and to whom it was disclosed;
- make a complaint (see section 13).
12.2 If you live in Québec, you also have the right to:
- receive the computerized personal information you provided to us in a structured, commonly used technological format and have it sent to another organization;
- ask us to stop disseminating your information or to de-index any link to your name, where the conditions of the law are met;
- be informed if a decision about you is made exclusively by automated processing and have it reviewed by a person. We do not currently make such decisions.
12.3 To make a request, email support@pet-printed.ca or write to us at the address in section 1. We may ask you to confirm your identity. We respond within 30 days. If we need more time, we tell you why and when you can expect our answer. Requests are free of charge. If we refuse a request, we tell you why and how you can challenge our decision.
13. Questions and complaints
13.1 If you have a question or a concern, please contact the person in charge of the protection of personal information first (section 1.3). We will look into your complaint and reply to you.
13.2 You can also contact a privacy authority:
- Office of the Privacy Commissioner of Canada: www.priv.gc.ca, phone 1-800-282-1376
- Commission d'accès à l'information du Québec (if you live in Québec): www.cai.gouv.qc.ca, phone 1-888-528-7741
- Office of the Information and Privacy Commissioner for British Columbia (if you live in British Columbia): www.oipc.bc.ca
- Office of the Information and Privacy Commissioner of Alberta (if you live in Alberta): www.oipc.ab.ca
14. Children
Our shop is not directed at children. We do not knowingly collect personal information from children under the age of majority without the consent of a parent or guardian.
15. Changes to this policy
We may update this policy when our services or the law change. The current version is always available on this page. If we make important changes, we inform you on our website or by email.
16. Contact
Pet Printed GmbH, Fichtenstraße 5, 90763 Fürth, Germany
Phone: +49 911 47738770
Email: support@pet-printed.ca