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Privacy Policy

Overview

At Sierra Pet Meds, we are committed to protecting your privacy and handling your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains how we collect, use, disclose, and safeguard your personal information.

This website is operated by Sierra Nevada Pet Company Pty Ltd (ABN: 11 159 592 533).

Sierra Pet Meds collects personal information that is reasonably necessary for one or more of our business functions — primarily to process and fulfil your orders, provide customer service, and improve your shopping experience.

Information We Collect

Sierra Pet Meds may collect the following types of personal information:

Account & Membership Information

When you create an account, we collect your name, email address, password, and optional preferences such as pet type and product interests. This enables us to provide personalised service, order history, and faster checkout.

Order & Transaction Information

When you place an order, we collect your full name, shipping address, billing address, email address, phone number, and payment details (processed securely by our payment provider). This information is necessary to process, fulfil, and deliver your purchase, and to communicate order status updates.

Phone Number & Contact Details

We collect your phone number when you place an order or contact our customer service team. Your phone number may be used to contact you regarding your order, to send delivery notifications via our shipping partners, or to send you information you have requested during a customer service call (such as tracking links, product links, or cart links) via SMS or email.

Browsing & Technical Information

We automatically collect certain technical information when you visit our website, including IP address, browser type, device type, pages visited, and referring URL. We use cookies and similar technologies to improve website functionality and your browsing experience. This information is collected in aggregate and is not used to personally identify you unless combined with other data you provide.

How We Use Your Information

We collect and use your personal information for the following purposes:

  • Processing, fulfilling, and shipping your orders
  • Providing customer support — including sending you order tracking links, product information, checkout links, or other details you request during a phone call, via SMS or email
  • Sending order confirmations, shipping notifications, and delivery updates
  • Managing your account and purchase history
  • Improving our website, product range, and services based on aggregate usage patterns
  • Complying with legal and regulatory obligations

SMS & Phone Communications

As part of our customer service operations, Sierra Pet Meds may send you SMS (text) messages or emails containing information you have specifically requested.

SMS messages are only sent with your verbal consent, given during or immediately after a live phone call with our customer service team. We obtain your consent before sending any message, and messages are sent only to the phone number you are calling from or have provided.

Types of messages we may send include:

  • Order tracking links so you can monitor your delivery
  • Links to products you have enquired about during a support call
  • Cart or checkout links to help you complete a purchase you have discussed with our team
  • Order confirmation or reference numbers
  • Other order-related information you have specifically requested

We do not send marketing, promotional, or unsolicited messages via SMS. All SMS communications are transactional and initiated by your request during a customer service interaction.

You may decline to receive SMS at any time by informing our customer service team during the call, or by replying STOP to any message. Your phone number will not be shared with third parties for marketing purposes.

Disclosure of Information

We may share your personal information with the following categories of third parties, solely for the purposes described in this policy:

  • Payment processors (e.g. Stripe, PayPal) to securely process transactions
  • Shipping and logistics partners (e.g. Australia Post, courier services) to deliver your orders
  • Order tracking providers (e.g. AfterShip) to provide shipment tracking
  • SMS and communication service providers (e.g. Twilio) to send you requested information via SMS during customer service interactions
  • Customer support platforms to manage and respond to your enquiries
  • As required by law, regulation, or legal process

Some of our service providers may be located outside Australia. Where your personal information is disclosed to overseas recipients, we take reasonable steps to ensure they comply with the Australian Privacy Principles or are subject to a substantially similar privacy regime.

Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction.

Sierra Pet Meds takes the following security precautions:

  • TLS/SSL encryption for all data transmission between your browser and our servers
  • Secure, encrypted storage of sensitive information including payment details
  • Regular security audits, software updates, and vulnerability assessments

Your Rights

Under the Australian Privacy Principles, you have the following rights regarding your personal information:

  • Access — You may request access to the personal information we hold about you
  • Correction — You may request that we correct any inaccurate, out-of-date, or incomplete information
  • Opt-out — You may opt out of receiving marketing communications at any time by using the unsubscribe link or contacting us
  • Deletion — You may request that we delete your account and associated personal information, subject to any legal obligations to retain certain records

We will respond to all access and correction requests within 30 days. There is no charge for making a request, though we may charge a reasonable fee for providing access if the request requires significant effort to fulfil.

Complaints

If you believe Sierra Pet Meds has breached the Australian Privacy Principles or mishandled your personal information, please contact us using the details below. We will investigate your complaint and respond within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

Contact Us

If you have any questions about this privacy policy, wish to exercise your rights, or have a complaint about how Sierra Pet Meds handles your personal information, please contact us.

This policy was last updated on 7 March 2026.