PetSmart Privacy Policy

Last Updated: July 13, 2023

This Privacy Policy explains how PetSmart LLC and PETM Canada Corporation and our subsidiaries and affiliated companies (collectively "PetSmart", "we," or "us") collects, uses, and discloses information about you when you access, our websites, mobile application, and other online products and services, shop in our stores, contact our customer service team, engage with us on social media, apply for a job with us, or otherwise interact with us (collectively, the "Services").

We may change this Privacy Policy from time to time. If we make changes, we will notify you by revising the date at the top of the policy and, at times, may provide you with additional notice (such as adding a statement to our website homepage or sending you a notification). We encourage you to review the Privacy Policy whenever you access the Services or otherwise interact with us to stay informed about our information practices and the choices available to you.

Collection of Information

Information You Provide to Us

We collect information you provide directly to us. For example, we collect information when you create an account, fill out a form, participate in a survey, review, contest, or promotion, make a purchase, apply for a job, upload your resume, communicate with us via third party social media sites, request customer support, or otherwise communicate with us.

The types of information we may collect include your:

• Name;
• Contact information such as your email address, postal address, and phone number;
• Credit card and other payment information. A third-party service provider processes this information, not PetSmart directly;
• Age;
• Location;
• Your pet’s information (name, breed, date of birth, gender, etc.); and
• Any other information you choose to provide.

Other Information We Collect

When you access or use our Services or transact business with us, we automatically collect information about you, including:

• Transactional Information: When you make a purchase or return, we collect information about the transaction, such as product details, purchase price, and date and location of the transaction.
• Log Information: We collect information related to your access to and use of the Services, including the type of browser you use, app version, access times, pages viewed, your IP address, site interaction data, and the page you visited before navigating to our Services.
• Session Replay Information: We use session replay software to collect information on how customers navigate our website and to improve its functionality.
• Device Information: We collect information about the computer or mobile device you use to access our Services, including the hardware model, operating system and version, unique device identifiers, and mobile network information.
• Visual Information: We utilize cameras in our stores for security purposes and to measure and observe customer traffic patterns to improve our stores and services. We do not collect any biometric information.
• Location Information: We may derive the approximate location of your device from your IP address. In accordance with your device permissions, we may also collect information about the precise location of your device. You have the ability to stop the collection of location information at any time (see Your Choices below for details). We only collect precise location information with your permission when you choose to use our “store locator,” or “delivery method/store picker” function to find a store near you, to help you determine product availability, or otherwise with your permission where you choose to use a feature that needs this information. These tools take real time location only at the time you choose to use them.
• Information Collected by Cookies and Similar Tracking Technologies: We (and our service providers) use different technologies to collect information, including cookies and web beacons and other tracking mechanisms. Cookies are small data files stored on your hard drive or in your device memory that help us improve our Services and your experience, see which areas and features of our Services are popular, and count visits. Web beacons (also known as “clear GIFs”) are electronic images that may be used in our Services or emails and help deliver cookies, count visits, and help us understand usage and campaign effectiveness. For more information about cookies and how to disable them, see Your Choices below.

Information Collected from Other Sources

We may also obtain information about you from other sources. For example, if you apply for a job with us, we will receive your application information from our job applicant processing partners.

Use of Information

We use the information we collect to deliver the products and services you request and customize your experience with us. We also use the information we collect to:

• Provide, maintain, and improve our products and services;
• Conduct audits related to a current interaction with the customer and concurrent transactions, including, but not limited to, counting ad impressions to unique visitors, verifying positioning and quality of ad impressions, and auditing compliance with this specification and other standards;
• Detect and prevent security incidents, protect against malicious, deceptive, fraudulent, or illegal activity, and protect the rights and property of PetSmart and others;
• Debug to identify and repair errors that impair existing intended functionality;
• For limited, internal, and operational use, such as to enable our website to function;
• Perform services on behalf of us or to allow a service provider to do so, including maintaining or servicing accounts, providing customer service, processing, or fulfilling orders and transactions, verifying customer information, processing payments, providing financing, providing advertising or marketing services, or conducting analytic services;
• Undertake internal research for technological development and demonstration;
• Undertake activities to verify or maintain the quality or safety of a service or device that we own, manufacture, or control, and to improve, upgrade, or enhance the service or device that is owned, manufactured, manufactured for, or controlled by, us;
• Send you technical notices, updates, security alerts, and support and administrative messages and to respond to your comments, questions, and customer service requests;
• Communicate with you about products, services, and events offered by PetSmart and others, and provide news and information we think will be of interest to you (see Your Choices below for information about how to opt out of these communications at any time);
• Personalize your online experience and the advertisements you see when you use the Services or third-party platforms based on your preferences, interests, and browsing and purchasing behavior (see Your Choices below for information about how to opt out of the service of advertising using personal information);
• Facilitate contests, sweepstakes, and promotions, and process and deliver entries and rewards;
• Create de-identified, anonymized, or aggregated information that we process only in a de-identified fashion and will not attempt to re-identify except as permitted by law;
• Evaluate your application and qualifications for employment with us; and
• Conduct any other purpose described to you at the time the information was collected.

Disclosure of Information

We may disclose your personal information as follows:

• To vendors, service providers, and consultants that perform services for us, including email and mobile marketing, analytics, web hosting, call center services, payment processing, coupon delivery, and data enhancement;
• To entities who may provide financing for your purchase;
• To the public, if you post information online and elect to make it available to the public, such as by writing a product review on our website;
• In response to a request for information if we believe disclosure is in accordance with, or required by, any applicable law or legal process, including lawful requests by public authorities to meet national security or law enforcement requirements;
• To detect fraud, or if we believe your actions are inconsistent with our user agreements or policies, if we believe you have violated the law, or to protect the rights, property, and safety of PetSmart or others;
• In connection with, or during negotiations of, any merger, sale of company assets, financing or acquisition of all or a portion of our business by another company;
• Between and among PetSmart and our current and future parents, affiliates, subsidiaries, and other companies under common control and ownership to assist us with the processing we describe in this policy; and
• With your consent or at your direction.

We may also disclose aggregated or de-identified information that cannot reasonably be used to identify you.

Third-Party Privacy Policies and Links

Please note that when you apply for a job with us, the privacy policies of our job applicant processing partners may govern the submission of your application information.

Our Services may contain links to other websites that may interest you. However, once you have used these links to leave our Services, we do not have any control over that other website. We cannot be responsible for the protection and privacy of any information which you provide when visiting other websites and this Privacy Policy does not govern those websites. You should exercise caution and look at the privacy statement applicable to any website you visit.

Advertising and Analytics Services Provided by Others

We may allow others to provide analytics services or serve advertisements on our behalf across the web and in mobile applications. These entities may use cookies, web beacons, device identifiers and other technologies to collect information about your use of the Services and other websites and applications, including your IP address, web browser, mobile network information, pages viewed, time spent on pages or in apps, links clicked, and conversion information. PetSmart and others may use this information to, among other things, analyze and track data, determine the popularity of certain content, deliver advertising and content targeted to your interests on our Services and other websites, and better understand your online activity. For more information about interest-based ads, or to opt out of having your web browsing information used for behavioral advertising purposes, please visit www.aboutads.info/choices. Your device may also include a feature (“Allow Apps to Request to Track” on iOS or “Opt Out of Interest-Based Ads” or “Opt Out of Ads Personalization” on Android) that allows you to opt out of having certain information collected through apps used for behavioral advertising purposes.

Data Retention and Security

Data Retention

Except as otherwise permitted or required by applicable law or regulation, we will only retain your personal information for as long as necessary to fulfill the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. Under some circumstances we may anonymize your personal information so that it can no longer be associated with you. We reserve the right to use anonymous and de-identified data for any legitimate business purpose without further notice to you or your consent.

Data Security

We maintain administrative, technical, and physical safeguards to help protect your personal information. However, no e-commerce solution or website is completely secure, and it is not possible to guarantee security. You are also responsible for taking reasonable steps to protect your personal information, such as using strong passwords that are unique to each of your online accounts. We will never request your password or credit card information through email.

Children’s Personal Information

We recognize the particular importance of protecting the privacy of children. We do not knowingly collect, sell, or share personal information from children under the age of 16.

Transfer Of Personal Information

We may process, store, and transfer your personal information in a foreign country, including the United States of America and The Netherlands, whose privacy laws may or may not be as comprehensive as Canadian law. In these circumstances, the governments, courts, law enforcement, or regulatory agencies of that country may be able to obtain access to your personal information through the laws of the foreign country.

By submitting your personal information or engaging with the websites, you consent to this transfer, storage, or processing. If you have any questions about foreign transfers of personal information, you may contact us using the information below.

Your Choices

Opt-Out and Access Choices

You may opt out of certain marketing communications. Most of our marketing communications are sent by email and direct mail, though you may also opt out of telephone calls, texting, and online behavioral advertising as well. You may also access or correct your personal information or ask us to do so.

To do so yourself, you may:

• Follow “unsubscribe” instructions in promotional emails we send to you.
• Text STOP to text messages (SMS/MMS) we send to you.
• Log on to PetSmart.ca to access and change your profile information and preferences if you have an online account with us.
• Log on to your Treats account to access and change your profile information and preferences if you have a Treats account with us.
• Set your browser to not receive cookies. PLEASE NOTE: this may make it difficult or impossible to make a purchase on PetSmart.ca.
• Delete our mobile app from your smart phone and follow the phone manufacturers’ directions on how to delete cookies or other technology received from our mobile website. For many phones, you will go to the Settings function to do this.
• Visit your Cookie Settings to opt out of our online behavioural advertising.

If you need our help, please:

• Call our Customer Care team at 1-888-839-9638 and tell them which information you would like to access or which types of promotional materials you want to opt out of.
• Contact us via email and tell them which information you would like to access or which types of promotional materials you would like to opt out of.
• Mail:  PetSmart, LLC
  Attn: Legal Department – Data Privacy
  19601 North 27th Avenue
  Phoenix, AZ 85027
• When mailing or emailing us, please include your full name, address, phone number, email address and your Treats account number if you know it. Also, tell us what information you would like to access, correct, or add to our Opt-Out list. This will help us process your request.

Treats Loyalty Program

If you no longer want to have a Treats account, you may opt out by logging onto your Treats account and cancelling your account or by calling 1-888-839-9638 as described above.

If you opt out of our PetSmart marketing communications, you may continue to receive business communications such as order confirmations, product recall information, appointment confirmations or other administrative information. Your information will remain in our database, we will just mark it as inactive so that you do not receive marketing materials from us.

Our Mobile Programs

By participating in any of our mobile programs, you agree to receive automated marketing phone calls and text messages at the phone number you provided at opt-in. Your consent to receive marketing messages is not required to make a purchase. You agree to notify PetSmart at the Contact Us information below if you change or disconnect your mobile phone number.

Phone calls made and text messages sent to your mobile device may be generated using automated telephone dialing technology. Message and data rates may apply and are billed by and payable to your mobile service provider. Delivery of messages are subject to the effective transmission by your mobile service provider and any policies or terms established by your mobile service provider.

Phone calls made and text messages sent to your mobile device may be generated using automated telephone dialing technology. Message and data rates may apply and are billed by and payable to your mobile service provider. Delivery of messages are subject to the effective transmission by your mobile service provider and any policies or terms established by your mobile service provider.

This Privacy Policy and PetSmart’s Terms of Use apply to the SMS Privacy Policy and are subject to change.

How Do You Access and Update Your Personal Information?

If you want to review, verify, correct, or withdraw consent to the use of your personal information you may also contact us via email to request access to, correct, or delete any personal information that you have provided to us. We may not accommodate a request to change information if we believe the change would violate any law or legal requirement or cause the information to be incorrect.

We may request specific information from you to help us confirm your identity and your right to access, and to provide you with the personal information that we hold about you or make your requested changes. Applicable law may allow or require us to refuse to provide you with access to some or all the personal information that we hold about you, or we may have destroyed, erased, or anonymized your personal information per our record retention obligations and practices. If we cannot provide you with access to your personal information, we will inform you of the reasons why, subject to any legal or regulatory restrictions.

If you have created a Treats account, you may log in and update your account information, including contact and billing information. You may also call 888-839-9638 and ask for the information you are trying to access or change.

Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, contact us via email or phone at 1-888-839-9638.