Privacy policy
PART II — PRIVACY POLICY
Operated by: Vail Holdings LLC (United States and Canada) and Vail Group Pty Ltd (Australia)
Website: thecharliespaw.com
Contact: store@thecharliespaw.com
Effective Date: 13 June, 2026
This Privacy Policy describes how Vail Holdings LLC and Vail Group Pty Ltd, each trading as Charlie's Paw, collect, use, disclose, and protect personal information when you visit thecharliespaw.com or make a purchase. By using the Website, you acknowledge that you have read and understood this Privacy Policy. If there is a conflict between our Terms & Conditions and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.
- Who we are
The Charlie's Paw brand is operated by two related legal entities. Vail Holdings LLC, a limited liability company incorporated under the laws of the State of Wyoming, United States (registered address: 30 N Gould St Ste R, Sheridan, WY 82801), is the data controller for personal information collected from customers in the United States and Canada. Vail Group Pty Ltd, a company incorporated under the laws of Australia (registered address: Suite 329/98-100 Elizabeth Street, Melbourne, VIC 3000, Australia), is the data controller for personal information collected from customers in Australia. Both entities trade as Charlie's Paw. This Privacy Policy is governed by the laws of the State of Wyoming for US and Canadian customers, and by the laws of New South Wales, Australia for Australian customers. Where mandatory data protection or privacy laws in a customer's jurisdiction impose obligations that cannot be displaced by a governing law clause, those obligations apply to the extent required by law. Our contact email for all privacy enquiries is store@thecharliespaw.com.
- Personal information we collect
2.1 Information you provide directly
When you use the Website or place an Order, we may collect contact details including your name, email address, phone number, billing address, and shipping address; Order and transaction information including products purchased, order value, and payment confirmation details; account information if you create an account; communications including any messages, inquiries, or support requests you send to us; and marketing preferences if you subscribe to our email list.
2.2 Information collected automatically
When you visit the Website, we and our technology partners automatically collect device and browser information including your IP address, device type, operating system, and browser type; usage information including pages visited, time spent, links clicked, and navigation paths; and cookie and tracking data as described in Part III of this document.
2.3 Information from third parties
We may receive information about you from Shopify (platform and payment processing), Meta (advertising and analytics via Meta Pixel), and ParcelPanel (order tracking). We may also receive information if you interact with our advertisements on third-party platforms.
- How we use your personal information
Order fulfilment: To process and fulfil your Order, arrange shipping and delivery, and manage returns and refunds.
Customer support: To respond to your inquiries, process Guarantee claims, and resolve issues with your Order.
Marketing and advertising: To send you promotional emails where you have opted in, and to show you targeted advertisements on third-party platforms based on your browsing and purchase history.
Analytics and improvement: To analyze how the Website is used and to improve our products, services, and user experience.
Security and fraud prevention: To detect, investigate, and prevent fraudulent transactions and unauthorized access.
Legal compliance: To comply with applicable laws, respond to legal requests, and enforce our Terms.
- Legal basis for processing
Contract performance: Processing necessary to fulfil your Order and deliver the Product to you.
Legitimate interests: Processing for fraud prevention, security, analytics, and improving our services, where our interests are not overridden by your rights.
Consent: Processing for marketing communications and non-essential cookies, where you have given consent. You may withdraw consent at any time.
Legal obligation: Processing required to comply with applicable laws and regulations.
- How we share your personal information
Shopify: As our e-commerce platform provider, Shopify processes personal information on our behalf. Information submitted to the Website is transmitted to and shared with Shopify. To learn more, visit shopify.com/legal/privacy.
Payment processors: Your payment information is processed directly by the relevant payment processor. We do not store payment card details.
Shipping and fulfilment partners: We share your name, address, and Order details with carriers and fulfilment partners to arrange delivery.
ParcelPanel: Our order tracking provider receives your Order information and shipping details to provide tracking services.
Meta (Facebook/Instagram): Meta Pixel receives information about your Website activity for advertising targeting and conversion measurement. You can manage your preferences at facebook.com/settings.
Analytics providers: We use Shopify Analytics to understand Website usage. Analytics data is generally aggregated.
Legal and regulatory authorities: We may disclose personal information where required by law, court order, or government request.
Business transfers: In connection with a merger, acquisition, or sale of assets, personal information may be transferred to the acquiring entity.
- International data transfers
Vail Holdings LLC is based in the United States and Vail Group Pty Ltd is based in Australia. If you are located outside the country where your data is processed, including customers in Australia or Canada, your personal information may be transferred to and processed in the United States, Australia, and other countries where our service providers operate. We take reasonable steps to ensure that such transfers comply with applicable data protection laws in your jurisdiction.
- Data retention
We retain personal information for as long as necessary to fulfil the purposes for which it was collected, including to provide the Services, comply with legal obligations, resolve disputes, and enforce our agreements. Order and transaction records are typically retained for a minimum of seven (7) years for legal and accounting purposes. Marketing data is retained until you unsubscribe or withdraw consent.
- Cookies and tracking
We use cookies and similar tracking technologies on the Website, including Meta Pixel and Shopify analytics tools. For full details on the cookies we use and how to manage your preferences, please refer to Part III — Cookies Policy of this document.
- Your privacy rights
9.1 General rights
Depending on where you are located, you may have rights to access personal information we hold about you; request correction of inaccurate information; request deletion of your information; receive a portable copy of your information; object to processing for direct marketing or based on legitimate interests; and withdraw consent at any time without affecting the lawfulness of prior processing.
9.2 California residents — CCPA/CPRA
Although these Terms are governed by Wyoming law, the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA) impose mandatory obligations on businesses selling to California residents that apply regardless of governing law. To the extent these mandatory obligations apply to Charlie's Paw, California residents have the right to know what personal information we collect, use, disclose, and sell; to delete personal information we have collected; to correct inaccurate information; to opt out of the sale or sharing of personal information for targeted advertising purposes; and not to be discriminated against for exercising any of these rights. To exercise your opt-out rights, please contact us at store@thecharliespaw.com or use the opt-out mechanisms described in the Cookies Policy.
9.3 Australian residents — Privacy Act
For customers in Australia, transactions are handled by Vail Group Pty Ltd, which is incorporated under the laws of Australia and is subject to the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) as a matter of mandatory Australian law. These obligations apply regardless of any governing law selection and cannot be displaced by contract. To that extent, Australian residents have the right to access personal information we hold about them; to request correction of inaccurate, incomplete, or out-of-date information; to know why a request for access or correction has been refused; to make a complaint about how their personal information has been handled; and to have that complaint investigated. Complaints may be lodged with Vail Group Pty Ltd in the first instance at store@thecharliespaw.com, or directly with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au if the complaint is not resolved to your satisfaction.
9.4 [JA1] Canadian residents — PIPEDA and provincial privacy laws
Although these Terms are governed by Wyoming law for Canadian customers, Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation impose mandatory obligations that apply to the collection, use, and disclosure of personal information of Canadian residents. Residents of Quebec have additional rights under Quebec's Act Respecting the Protection of Personal Information in the Private Sector (Law 25), including the right to be informed of any automated decision-making, the right to data portability, and the right to request that personal information be anonymized. To the extent these mandatory obligations apply to Charlie's Paw, Canadian residents have the right to access personal information we hold about them, to challenge its accuracy and completeness, and to withdraw consent to its use where such withdrawal would not frustrate the performance of a legal obligation. To exercise these rights, please contact us at store@thecharliespaw.com. Unresolved privacy complaints may be referred to the Office of the Privacy Commissioner of Canada at priv.gc.ca, or to the Commission d'accès à l'information for Quebec residents.
9.5 [JA2] How to exercise your rights
To exercise any of your privacy rights, contact us at store@thecharliespaw.com. We may verify your identity before processing your request and will respond within the timeframe required by applicable law. We will not discriminate against you for exercising any privacy right.
- Email marketing
If you subscribe to our email list, we will send you promotional emails and product updates. You may unsubscribe at any time via the unsubscribe link in any marketing email or by contacting store@thecharliespaw.com. Even if you unsubscribe from marketing emails, we may still send you transactional emails related to your Orders. All marketing communications are sent in compliance with the CAN-SPAM Act (United States), Canada's Anti-Spam Legislation (CASL), and the Spam Act 2003 (Australia). For Canadian customers, we will only send commercial electronic messages where we have obtained express consent, or where implied consent applies within the timeframes and conditions permitted under CASL. Implied consent is transitional and time-limited; it generally expires two (2) years from the date of a customer's last purchase or inquiry unless express consent is obtained. Every marketing message sent to Canadian customers will include a functioning unsubscribe mechanism that remains active for a minimum of sixty (60) days after the message is sent, and unsubscribe requests will be processed within ten (10) business days.
- Children's privacy
The Website is not intended for individuals under eighteen (18) years of age. We do not knowingly collect personal information from children. If you are the parent or guardian of a child who has provided us with personal information, please contact store@thecharliespaw.com and we will take steps to delete that information.
- Security
We implement reasonable technical and organizational measures to protect your personal information against unauthorized access, disclosure, alteration, or destruction. However, no security measure is perfect and we cannot guarantee the absolute security of your personal information.
- Third-party websites
The Website may contain links to third-party websites including ParcelPanel. This Privacy Policy does not apply to third-party websites. We encourage you to review the privacy policies of any third-party services you use.
- Changes to this Privacy Policy
We may update this Privacy Policy from time to time. Updated versions will be posted on the Website with a revised date. Your continued use of the Website after any changes constitutes acceptance of the updated policy.
- Contact and complaints
For questions or complaints about this Privacy Policy or our data practices, please contact us at store@thecharliespaw.com. Australian residents may direct privacy complaints to Vail Group Pty Ltd at Suite 329/98-100 Elizabeth Street, Melbourne, VIC 3000, Australia, and may also lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au. California residents may contact the California Privacy Protection Agency. Canadian residents may contact the Office of the Privacy Commissioner of Canada at priv.gc.ca.