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Protecting Your Privacy

At Monster Pet Supplies, we take the protection of your data, your privacy and security seriously. Like man’s best friend, we’ve got your back.

In this privacy policy we’ll outline how we use the information you give us to ensure you get the very best shopping experience we can deliver. We’ll also tell you how you can amend your preferences to ensure we’re only ever telling you the types of things you (and your pets) are interested to hear.

What we'll cover

  1. How we use your information
  2. Sharing your information
  3. Emails and marketing messages
  4. Retaining your information
  5. Your rights
  6. Changes to how we protect your privacy
  7. Cookies 
  8. How to contact us

1. How we use your information

The information you choose to give us will be used in a variety of ways. We’d like you to understand why we ask for particular pieces of information; how it will enable us to deliver a service to you (getting your pet food and supplies to your door); or deliver a better shopping experience on our website. We’ll look at each piece of information we collect in turn, below.

1.1 Your name and contact details and how we use them

  • In order to get your pet’s food and supplies to you, we’ll need your name, address and other contact details to deliver your order to your door.
  • We’ll send you service messages by text or email, such as order confirmation and dispatch emails. This allows us to complete our contract with you, i.e. get your order to you successfully and to keep you informed of it’s progress.
  • We may send you information about our products and promotions by email (and occasionally text or snail mail with Postman Pet) because we think you will be interested in product news and offers, including new arrivals and promotions. You can update your marketing preferences at any time from your account pages.
  • If you ask us to, we will send you an email to let you know that an out of stock product is back in stock.
  • To us prevent and detect fraud, we may very occasionally need to investigate orders that could possibly be fraudulent. This may be to better protect you and/or Monster Pet Supplies.
  • We might show you adverts on social media platforms i.e. Facebook and we may use the information you give us to present you with offers and news that we believe is personally relevant to you on Facebook, Instagram or Twitter.

1.2 Your purchase history and saved items and how we use them

  • You need to be able to add the things you’d like to your basket. We may use your purchase history to speed up this process.
  • In order for us to complete our contract, we need to be able to resolve any issues, this means we may need to provide customer service and support or handle any returns.

1.3 Your payment information and how we use it

We use your payment information to take payment and give refunds. We use a secure payment gateway, Sagepay to process your card details, which means they are never held by Monster Pet Supplies. After your first order using Sagepay, we’ll only need you to re-enter your CVV details to complete each subsequent order. You can also choose to pay by PayPal.

  • In order to complete our contract, it’s essential for you to pay for the items. We also need to be able to give a refund should anything not be suitable for your pet.
  • To help us prevent and detect fraud, we may very occasionally need to investigate orders that could possibly be fraudulent. This may be to better protect you and/or Monster Pet Supplies.

1.4 Your contact history with us and how we use it

This might be something you’ve said to our Customer Service team over the telephone or a conversation you’ve had with us over social media messages.

  • We love to be able to provide a good customer service. This means we may use your contact history to quickly resolve any issues you may have to ensure you’re always happy with us.

1.5 Information about your pets and how we use it

This might be something you’ve said to our Customer Service team over the telephone or a conversation you’ve had with us over social media messages.

  • We love to be able to provide a good customer service. This means we may use your contact history to quickly resolve any issues you may have to ensure you’re always happy with us.

1.5 Information about your pets and how we use it

We give you the opportunity to tell us about your pets.  If you’d like, you can choose to share your Pet's name, age, breed, weight, birthday, character traits and photos to create a pet profile.

  • We like to get to know you and your pets and we like to greet you and your pets by name. We think this helps us deliver a shopping experience that’s personalised to you and your pets.
  • We want to make it quick and easy for you to get to the products your pet will like. So we may also use your pet’s details to suggest products that are suitable for your pet - Great Dane’s need a bigger bed than a Chihuahua!

1.6 Information about your laptop or phone and how you use our website or app and how we use it

This is information you give us when you browse our site or use our app, including your IP address and device type, if you choose to share it with us. Where tasks carried out via our website remain uncompleted, such as incomplete orders or abandoned baskets we may email you using your contact data to prompt you to purchase.

  • If we know, for instance, that most people use our website from a phone, we need to be able to ensure that the experience they receive is perfect from that device. We’re working tirelessly to deliver the best experience no matter where you are when you shop. This allows us to continually improve our website.
  • To help us improve the shopping experience of our customers we may remind you by email of tasks carried out via our website which remain incomplete, such as incomplete orders or abandoned baskets.
  • Very occasionally we may need to investigate orders or activity that could possibly be fraudulent. This may be to better protect you and/or Monster Pet Supplies. We may also use device information to ensure we keep your data safe. It’s essential we protect our website.

1.7 How we use your responses to review requests and competitions

It’s necessary to use personal details to choose and announce a winner of a competition and we will sometimes, with your permission, use your product review feedback on our marketing messages.

2.0 Sharing your information

We will never sell your information to a third party. We’re grateful that you choose to share your information with us, and that of your pets. We want you to know that you can trust us with the information you share.

We do however, as part of our day to day servicing of your order, have to share some of the information you give us with third parties, for instance:

  • Companies that help us provide our service to you, e.g. payment providers like PayPal or Sagepay and courier services like Yodel or DPD.
  • Professional service providers, such as marketing agencies or advertising partners, who may work on areas of our business on our behalf, e.g. advertising on Google.
  • Credit reference agencies, law enforcement and fraud prevention agencies, so we can help tackle fraud.

We may provide third parties with non-personal, aggregated analytics about our customers and how they use our website. We’ll ensure that it is impossible to identify you through any data we share.

3.0 Emails and marketing messages

Where applicable, we’ll send you marketing messages by email, and very occasionally by text. These marketing emails will let you know about our best offers and any new products that we think will be perfect for you and your pets.

If you’ve placed a recent order with us we may also invite you by email to review that product to help other shoppers make the right decisions for their pets.

Should your marketing preferences change, we make it very simple for you to stop receiving marketing messages from us at any time.

How to stop marketing messages from Monster Pet Supplies:

  • Through your Account Pages on the website
  • By clicking on the ‘unsubscribe’ link in any email
  • By contacting our Customer Care Team
    We’d be happy to help you update your marketing preferences to ensure you don’t receive any unwanted emails.

In order for us to honour our contract to you it’s necessary for us to email you about your order, for instance to confirm your purchase and then to let you know it has been dispatched; you may also be contacted by our chosen courier partners to notify you of their progress.

4.0 Retaining your information

We hope this policy helps you to understand the rights you have in relation to your personal information. In short;

  • You have the right to understand how we store and use your personal information, which is what this policy is all about.
  • You can ask us at any time to tell you what personal information about you we hold.
  • The right to ensure the information we hold about you is accurate. We’ll do whatever we can to make sure that’s the case. You can update your own information at any time through your Account Pages.
  • The right to request that we delete your data.
  • The right to stop marketing messages at any time. You can do this most easily through the Marketing Preferences on your Account Pages.
  • The right to complain to your data protection regulator — in the UK, the Information Commissioner’s Office.

6.0 Changes to how we protect your privacy

We’ll update this page if we make any changes to our privacy policy, however, that happens very rarely. Should those changes be material, we’d always make it clear on the website and by email too. We don’t expect you to keeping checking back here to look for updates but you’ll always find the date and time that this page was last updated at the bottom of the page.

7.0 Cookie Monster

We use cookies on our website. You can read more about the Cookie Notice here.

8.0 How to contact us

We’d love to hear from you, we’re all ears. Tell us what you think we’re doing well or suggest ways we can do better.

If you have any questions about this privacy policy, have a complaint or would like us to stop using your information please do get in touch with our Customer Care team who will be happy to help.

  • Use your mouse: happytohelp@monsterpetsupplies.co.uk
  • On the dog and bone: 0113 277 0634
  • Send a snail mail with Postman Pet: Monster Pet Supplies, Unit 7 Maple Park, Low Fields Avenue, Leeds, LS12 6HH.

Last update: 30/04/2018