Privacy policy

Last updated: September 12, 2026

Overview

When Dogs Fly (“When Dogs Fly,” “we,” “us” or “our”) respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we collect, use, disclose, retain and protect personal information when you:

  • Visit whendogsfly.co

  • Purchase a product

  • Create or use an account

  • Subscribe to marketing communications

  • Contact us

  • Submit photographs, images or other material for a custom or personalized product

  • Otherwise interact with our website or services

For purposes of this Privacy Policy, “you” and “your” refer to anyone whose personal information we collect through our website or services.

Our store is powered by Shopify. Shopify and other service providers may process personal information on our behalf as described below.

1. Our Privacy Responsibilities

When Dogs Fly is responsible for personal information under our control.

We collect, use and disclose personal information only for purposes that are reasonably necessary to operate our business, provide our products and services, communicate with customers, improve the shopping experience, protect our business and comply with applicable law.

We seek to:

  • Identify why personal information is being collected

  • Collect only information reasonably needed for those purposes

  • Obtain meaningful consent where required

  • Limit how personal information is used and disclosed

  • Protect personal information using reasonable safeguards

  • Retain personal information only as long as reasonably necessary

  • Provide individuals with access to and correction of their personal information where required by law

Questions or concerns about our privacy practices may be directed to our Privacy Contact using the information at the end of this Policy.

2. Personal Information We Collect

The information we collect depends on how you interact with When Dogs Fly.

Information You Provide to Us

You may provide us with information such as:

  • Name

  • Email address

  • Telephone number

  • Billing address

  • Shipping address

  • Order details

  • Product selections

  • Account information

  • Communications with customer support

  • Marketing preferences

  • Reviews or feedback

  • Photographs, images, text or other material submitted for custom products

Payment information may be collected and processed by Shopify or other payment providers. We may receive payment confirmation and transaction information but do not necessarily receive or store complete payment-card details ourselves.

Customer Photos and Custom Artwork

When you order a custom product, we use the photos and other information you submit to create your customized artwork, provide proofs and revisions, produce and deliver your order, and assist with customer support.

To provide these services, we may share or process your submitted photos using third-party artists, contractors, production partners, service providers and software tools. These photos are shared or processed only as reasonably necessary to create and fulfil your custom order or provide related support.

We will not use your original submitted photos in advertising, social media or other marketing materials without your separate permission.

The customized artwork created from your photos is treated differently from the original photos. When Dogs Fly owns and retains all intellectual property rights in the resulting customized artwork. Purchasing a custom product does not transfer ownership of the artwork or the right to reproduce, sell or use it commercially.

You are welcome to enjoy your custom product, photograph it and share photos of it for personal, non-commercial purposes.

By placing a custom order, you also agree that When Dogs Fly may display and use the resulting customized artwork to showcase and promote our products, including on our website, social media, advertisements and other marketing materials.

For more information, please review the Custom Product Terms in our Terms of Service.

3. Information Collected Automatically

When you visit our website, we and service providers may automatically collect information about your interaction with the site.

This may include:

  • IP address

  • Browser type

  • Device information

  • Operating system

  • Approximate location derived from technical information

  • Pages viewed

  • Products viewed

  • Referral source

  • Links or buttons clicked

  • Shopping-cart activity

  • Purchase activity

  • Date and time of visits

  • Information about how you interact with our website or advertisements

We may collect this information using cookies, pixels, tags, web beacons, software development kits and similar technologies.

4. Information We Receive from Other Sources

We may receive personal information from companies that help us operate When Dogs Fly, including:

  • Shopify

  • Payment processors

  • Production and fulfilment providers

  • Shipping and delivery providers

  • Email and communications providers

  • Customer-service providers

  • Analytics providers

  • Advertising platforms

  • Fraud-prevention and security providers

  • Design and image-processing providers

  • Apps or integrations used to operate our store

Information received from these providers is handled in accordance with this Privacy Policy and applicable law.

5. How We Use Personal Information

We may use personal information for the following purposes.

To Provide Products and Services

This includes:

  • Processing orders and payments

  • Producing products

  • Creating custom or personalized products

  • Arranging shipping and delivery

  • Sending order confirmations and updates

  • Providing tracking information

  • Processing eligible refunds or replacements

  • Administering our Make It Right Guarantee

  • Managing customer accounts

  • Providing customer support

To Communicate With You

We may use your contact information to:

  • Respond to questions

  • Provide customer service

  • Send transactional messages about an order

  • Notify you of significant service or policy changes

  • Address problems with an order or account

Marketing

Where permitted by law and based on your choices, we may use personal information to send:

  • Product announcements

  • Promotional offers

  • New-design updates

  • News about When Dogs Fly

  • Other marketing communications

You can unsubscribe from promotional emails at any time using the unsubscribe link included in the email.

Unsubscribing from marketing does not prevent us from sending transactional communications necessary to service an order or account.

Advertising and Analytics

We may use information about interactions with our website to:

  • Understand how visitors use our store

  • Measure website and advertising performance

  • Improve our products and website

  • Understand which marketing brings visitors to the site

  • Create or measure advertising campaigns

  • Show advertising that may be more relevant to potential customers

Advertising and analytics providers may use cookies or similar technologies in connection with these activities.

Security and Fraud Prevention

We may use personal information to:

  • Protect our website

  • Prevent fraudulent transactions

  • Investigate suspicious activity

  • Protect customers

  • Protect our legal rights

  • Enforce our Terms of Service

Legal and Business Purposes

We may use personal information where reasonably necessary to:

  • Meet legal, tax or accounting obligations

  • Respond to lawful government or legal requests

  • Establish, exercise or defend legal claims

  • Investigate violations of our policies

  • Complete a merger, acquisition, financing, restructuring or sale of all or part of our business

6. Consent and Your Choices

We seek consent to collect, use or disclose personal information where required by applicable law.

The appropriate form of consent depends on the circumstances, the sensitivity of the information and what a reasonable person would expect.

Some processing is necessary in order to provide a product or service you request. For example, we need shipping information to deliver an order.

Other activities, such as promotional email or certain advertising technologies, may provide additional choices or require consent depending on your location.

You may withdraw consent to optional uses of your personal information where permitted by law.

Withdrawing consent does not affect processing that has already lawfully occurred and may not apply where information must be retained for legal, contractual, fraud-prevention or other legitimate purposes.

7. Cookies, Analytics and Advertising Technologies

We use cookies and similar technologies to operate and improve our website.

These technologies may be used to:

  • Keep items in your cart

  • Remember preferences

  • Enable account functionality

  • Measure website traffic

  • Understand how visitors use our site

  • Detect fraud

  • Measure advertising effectiveness

  • Support personalized advertising where permitted

Shopify also uses cookies and similar technologies in connection with Shopify-powered stores.

More information about Shopify's use of cookies is available through Shopify's cookie documentation.

Depending on your location, privacy or cookie controls may be available through our website.

You may also control certain cookies through your browser settings. Blocking cookies can affect website functionality.

Certain privacy laws use terms such as “sale,” “sharing” or “targeted advertising” in ways that may include some advertising or analytics technologies even when no money is exchanged for personal information.

We do not sell personal information for money.

Where applicable law gives you a right to opt out of certain sharing, sale or targeted advertising activities, you may exercise that right using privacy controls made available on our website or by contacting us.

8. How We Disclose Personal Information

We may provide personal information to service providers where reasonably necessary for them to perform services for us.

These may include:

Ecommerce and Technology Providers

Including Shopify and services that help us host, maintain, secure and operate the store.

Payment Providers

To authorize and process transactions.

Production and Fulfilment Providers

To manufacture, print, prepare and fulfil products.

Shipping Providers

To deliver orders and provide tracking services.

Custom Design and Image-Processing Providers

Where necessary to create custom products, photographs or other customer-submitted material may be provided to services used for design creation, image editing, image processing or production.

We limit these uses to purposes associated with providing the requested custom product or related customer support.

Analytics and Advertising Providers

To understand website performance, measure marketing and deliver or measure advertising, subject to applicable privacy choices.

Communications Providers

To provide email, customer-support and related communications.

Professional and Legal Service Providers

Such as accountants, legal advisors, insurers or other professional service providers where reasonably necessary.

Legal Requirements

We may disclose information where reasonably necessary to:

  • Comply with law

  • Respond to a lawful legal process

  • Protect our rights or property

  • Prevent fraud

  • Protect the safety or rights of others

Business Transactions

Personal information may be transferred as part of a merger, acquisition, financing, reorganization, sale of assets or similar business transaction, subject to applicable legal requirements.

9. Shopify

Our store is hosted by Shopify.

Shopify processes personal information in connection with providing its ecommerce platform and related services.

Depending on which Shopify features you use, Shopify may also process information to provide services such as Shop, Shop Pay, analytics, fraud prevention and personalized shopping experiences.

Shopify's processing of personal information is governed by its own privacy policies where Shopify determines the purposes of that processing.

Where Shopify processes customer information on our behalf, Shopify acts as a service provider or processor subject to its agreements with us.

You can learn more about Shopify's privacy practices at Shopify's website.

10. International and Cross-Border Processing

When Dogs Fly is based in Canada, but some of the service providers we use may operate or process information outside Canada, including in the United States and other countries.

As a result, personal information may be transferred to, stored in or processed in jurisdictions outside the country or province where you live.

Information processed in another jurisdiction may be subject to the laws of that jurisdiction and may be accessible to courts, law-enforcement agencies or national-security authorities in accordance with local law.

Where personal information is transferred to service providers for processing, we remain responsible for personal information under our control and take reasonable steps to use service providers that provide appropriate protections.

11. Retention of Personal Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected and for legitimate legal, accounting, fraud-prevention, dispute-resolution and business requirements.

Retention periods may vary depending on the type of information.

For example, we may retain:

  • Transaction and order records where required for tax, accounting and legal purposes

  • Customer-support records where needed to resolve issues or disputes

  • Account information while an account remains active

  • Fraud-prevention information where reasonably necessary to protect the business and customers

Customer-submitted photographs and custom-product files are retained only for as long as reasonably necessary to create, fulfil and support the order, resolve disputes, satisfy legal requirements or otherwise fulfil the purposes disclosed in this Policy.

When personal information is no longer reasonably required, we may delete, destroy or anonymize it in accordance with our practices and applicable law.

12. Security

We use reasonable administrative, technical and organizational safeguards appropriate to the nature of the personal information we handle.

However, no system, method of transmission or form of electronic storage can be guaranteed to be completely secure.

Please do not send highly sensitive or confidential information through channels that are not intended for that purpose.

If you believe your account or information may have been compromised, contact us promptly.

13. Your Privacy Rights

Depending on where you live and applicable law, you may have rights relating to your personal information.

These may include the right to:

  • Ask whether we hold personal information about you

  • Request access to personal information we hold about you

  • Ask how your information has been used or disclosed

  • Correct inaccurate or incomplete information

  • Request deletion of certain information

  • Withdraw consent where processing is based on consent

  • Object to or restrict certain processing where applicable

  • Request portability where applicable

  • Opt out of certain targeted advertising, sharing or sale activities where applicable

  • Challenge our compliance with applicable privacy requirements

These rights may be subject to legal exceptions.

We may need to verify your identity before fulfilling a privacy request.

We will respond within the timeframe required by applicable law.

To make a privacy request, contact support@whendogsfly.co.

14. Marketing Communications

You can unsubscribe from promotional emails at any time by using the unsubscribe link included in our emails.

We may continue sending transactional or service-related messages that are necessary to:

  • Process an order

  • Provide delivery information

  • Respond to customer service inquiries

  • Administer an account

  • Communicate important service information

15. Children

Our website and products are intended for adults making purchases.

We do not knowingly collect personal information directly from children who are unable to provide meaningful consent under applicable privacy law.

If you believe a child has provided personal information to us without appropriate consent, please contact us and we will review the request.

Customers submitting photographs for custom products should avoid submitting unnecessary personal information about children or other individuals.

16. Third-Party Websites

Our website may contain links to third-party websites, services or social-media platforms.

We do not control the privacy practices of third parties.

If you follow a third-party link, information you provide to that service is governed by that party's privacy policy.

We encourage you to review the privacy policies of third-party services before providing them with personal information.

17. Privacy Complaints

If you have a question, concern or complaint about how When Dogs Fly handles personal information, please contact us first so we can investigate and respond.

We will review privacy complaints reasonably and in accordance with applicable law.

If you are not satisfied with our response, you may also have the right to contact the privacy regulator or data-protection authority responsible for your jurisdiction.

For Canadian privacy matters, this may include the Office of the Privacy Commissioner of Canada, where applicable.

18. Changes to This Privacy Policy

We may update this Privacy Policy when our business, technologies, service providers, products or legal obligations change.

When we make changes, we will update the “Last updated” date at the top of this Policy.

If a change materially alters how we collect, use or disclose personal information, we will take additional steps where required by applicable law, including seeking new consent where necessary.

19. Contact Us

Questions, privacy requests or complaints regarding this Privacy Policy or our handling of personal information can be directed to:

Privacy Contact
When Dogs Fly
Email: support@whendogsfly.co
Website: whendogsfly.co