Privacy Policy
Last updated: 9 June 2026
At Kiwiwags, your privacy matters to us. We know that when you shop online, you trust us with personal information such as your name, email address, delivery details, and order information. We take that responsibility seriously.
This Privacy Policy explains how Kiwiwags collects, uses, stores, protects, and shares personal information when you visit our website, place an order, contact our support team, subscribe to marketing, or interact with us online.
This policy is written for customers in New Zealand and is intended to reflect our privacy responsibilities under the New Zealand Privacy Act 2020.
1. Our Business Information
Business Name: Kiwiwags
Email: support@kiwiwags.nz
Business Address: 38 Rimu Road, Kelburn, Wellington 6012, New Zealand
Some Kiwiwags orders may be fulfilled through our warehouse partner in Hong Kong.
Warehouse Address: No. 245 Beigang, Sai Kung District, New Territories, Hong Kong
For privacy questions, customer support, order enquiries, or requests relating to your personal information, please contact us at support@kiwiwags.nz.
2. Who This Privacy Policy Applies To
This Privacy Policy applies to personal information we collect from:
- Customers who place an order on our website
- Visitors who browse our website
- People who contact us by email, contact form, social media, or other support channels
- People who subscribe to our email marketing or promotional updates
- People who interact with our advertisements, website features, or online content
- People who participate in promotions, surveys, reviews, or customer feedback requests
By using our website or providing personal information to us, you acknowledge that we may collect and use your information as described in this Privacy Policy.
3. What Personal Information We Collect
The personal information we collect depends on how you interact with Kiwiwags.
We may collect the following types of information:
Order and Customer Information
When you place an order, we may collect:
- Full name
- Email address
- Phone number, if provided
- Billing address
- Shipping address
- Order number
- Products purchased
- Order value
- Payment status
- Delivery and tracking details
- Customer notes or special instructions
Payment Information
When you make a purchase, payment information is processed securely by our payment providers.
Kiwiwags does not store your full credit card or debit card number. We may receive limited payment-related information, such as payment confirmation, transaction status, payment method type, billing details, and fraud-check indicators.
Customer Support Information
When you contact us, we may collect:
- Your name
- Email address
- Order number
- Message content
- Photos or videos you send us
- Return or refund details
- Delivery issue information
- Any other information you choose to provide
If you send us photos or videos of a product issue, please avoid including unnecessary personal information in the image or video.
Website and Device Information
When you visit our website, we may automatically collect certain technical and usage information, such as:
- IP address
- Browser type
- Device type
- Operating system
- Pages viewed
- Products viewed
- Time spent on the website
- Referring website or campaign source
- Approximate location based on technical data
- Cookie and tracking preferences
- Shopping cart activity
- Checkout activity
This information helps us understand how customers use our website, improve performance, prevent fraud, and support advertising and analytics.
Marketing and Communication Information
If you subscribe to our newsletter, join a promotion, or agree to receive marketing, we may collect:
- Name
- Email address
- Marketing preferences
- Email engagement, such as opens and clicks
- Promotional sign-up details
- Customer interests based on browsing or purchase activity
You can unsubscribe from marketing emails at any time by using the unsubscribe link in our emails or by contacting us at support@kiwiwags.nz.
4. How We Collect Personal Information
We may collect personal information when you:
- Visit or browse our website
- Add products to your cart
- Place an order
- Create or use a customer account, if available
- Contact our support team
- Request a return, refund, exchange, or delivery update
- Subscribe to email marketing
- Leave a review or submit feedback
- Interact with our advertisements
- Use discount codes, promotions, or special offers
- Communicate with us through social media or other online platforms
We may also collect information from service providers who help us operate our website, process payments, fulfil orders, deliver parcels, manage customer support, prevent fraud, or measure website performance.
5. Why We Collect Personal Information
We collect personal information for lawful and practical business purposes, including to:
- Process and fulfil your order
- Confirm your payment
- Send order confirmations and shipping updates
- Deliver products to your address
- Provide tracking information where available
- Respond to customer support enquiries
- Manage returns, refunds, exchanges, and warranty-related concerns
- Verify order details
- Prevent fraud, misuse, or unauthorised transactions
- Improve our website, product range, and customer experience
- Personalise website content where appropriate
- Send marketing communications if you have opted in
- Measure the performance of our advertising campaigns
- Understand customer preferences and shopping behaviour
- Maintain business, accounting, tax, and legal records
- Comply with applicable laws and regulatory obligations
- Protect the rights, safety, and security of Kiwiwags, our customers, and our service providers
We only collect personal information where it is reasonably necessary for our business activities or where you choose to provide it to us.
6. How We Use Your Personal Information
We may use your personal information to:
- Complete your purchase
- Arrange order fulfilment through our warehouse or delivery partners
- Contact you about your order
- Provide customer service
- Investigate delivery, product, or payment issues
- Process approved returns and refunds
- Send important service updates
- Improve website functionality and product pages
- Detect and prevent suspicious activity
- Analyse website traffic and customer behaviour
- Create more relevant marketing campaigns
- Comply with legal, tax, accounting, and operational requirements
We do not use your personal information in a way that is unrelated to the purpose for which it was collected, unless permitted by law or with your consent.
7. Cookies and Similar Technologies
Our website may use cookies, pixels, tags, and similar technologies to help the website function properly, improve your shopping experience, understand website performance, and support advertising activity.
Cookies may help us:
- Remember items in your cart
- Keep the website secure
- Understand which pages customers visit
- Measure marketing campaign performance
- Improve website speed and usability
- Show more relevant advertisements
- Analyse product interest and customer behaviour
Some cookies are necessary for the website to work. Others may be used for analytics, advertising, or personalisation.
You can manage or disable cookies through your browser settings. Please note that disabling some cookies may affect website functionality, including cart and checkout features.
8. Analytics and Advertising
Kiwiwags may use analytics and advertising tools to understand how customers find and use our website.
These tools may include services such as:
- Website analytics platforms
- Advertising platforms
- Conversion tracking tools
- Remarketing or retargeting tools
- Email marketing platforms
- Customer behaviour and performance measurement tools
These tools may collect or receive information from our website and elsewhere online to help us measure advertising performance and improve our campaigns.
For example, we may use advertising tools to understand whether a customer clicked an advertisement, viewed a product, added an item to cart, or completed a purchase.
Where required, we will use consent settings, cookie notices, or platform controls to help manage how these technologies are used.
9. Email Marketing
If you choose to subscribe to Kiwiwags emails, we may send you:
- Product updates
- Special offers
- Promotional campaigns
- Pet care content
- Store announcements
- Cart reminders, where permitted
- Review or feedback requests
You can unsubscribe from marketing emails at any time by clicking the unsubscribe link in our emails or contacting us at support@kiwiwags.nz.
Even if you unsubscribe from marketing emails, we may still send you important service emails relating to your order, payment, shipping, returns, refunds, or customer support enquiry.
10. When We Share Personal Information
We may share personal information with trusted third parties who help us operate our business and provide our services.
These may include:
- Website hosting and ecommerce platform providers
- Payment processors
- Fraud prevention providers
- Warehouse and fulfilment partners
- Shipping and courier providers
- Customer support tools
- Email marketing providers
- Analytics providers
- Advertising platforms
- IT and security providers
- Professional advisers, such as accountants or legal advisers
- Government, regulatory, or law enforcement authorities where required by law
We only share the information reasonably needed for these parties to perform their services or where disclosure is otherwise permitted or required by law.
We do not sell your personal information.
11. International Disclosure and Overseas Service Providers
Kiwiwags is based in New Zealand. Some service providers, systems, platforms, or warehouse partners we use may be located outside New Zealand.
Some orders may be fulfilled through our warehouse partner in Hong Kong.
Warehouse Address: No. 245 Beigang, Sai Kung District, New Territories, Hong Kong
This means some personal information, such as your name, shipping address, phone number if provided, order details, and delivery information, may be shared with overseas fulfilment or delivery partners so your order can be processed and delivered.
We take reasonable steps to ensure that any personal information shared with overseas service providers is handled securely and only used for the purpose of providing services to Kiwiwags and our customers.
12. Payment Security
Payments made through our website are processed by secure third-party payment providers.
Kiwiwags does not store your full payment card details.
Our payment providers may collect and process payment information in accordance with their own privacy and security policies. This may include payment card details, billing information, fraud screening information, and transaction confirmation.
13. Data Security
We take reasonable steps to protect personal information from loss, misuse, unauthorised access, disclosure, alteration, or destruction.
Security measures may include:
- Secure website technology
- Restricted access to customer information
- Password-protected systems
- Use of trusted ecommerce and payment providers
- Order and account access controls
- Fraud prevention tools
- Staff and service provider access limitations
- Secure data handling practices
While we take privacy and security seriously, no method of online transmission or electronic storage is completely secure. We cannot guarantee absolute security, but we work to protect customer information using reasonable and appropriate safeguards.
14. Data Retention
We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.
This may include keeping information to:
- Complete and manage orders
- Provide customer support
- Process returns and refunds
- Maintain business records
- Meet tax, accounting, and legal obligations
- Resolve disputes
- Prevent fraud or misuse
- Improve our services and website
When personal information is no longer required, we will take reasonable steps to delete, anonymise, or securely store it in accordance with our business and legal obligations.
15. Accessing and Correcting Your Personal Information
You may contact us to request access to the personal information we hold about you.
You may also ask us to correct personal information if you believe it is inaccurate, incomplete, or out of date.
To make a request, please email support@kiwiwags.nz.
We may need to verify your identity before providing access to or correcting personal information. This helps us protect your privacy and prevent unauthorised access.
16. Privacy Breaches
If we become aware of a privacy breach involving your personal information, we will assess the situation and take appropriate steps to contain, investigate, and respond to the issue.
Where required by New Zealand privacy law, we may notify affected individuals and the Office of the Privacy Commissioner.
17. Children’s Privacy
Kiwiwags products and services are intended for general audiences and pet owners. Our website is not directed at children, and we do not knowingly collect personal information from children without appropriate consent.
If you believe a child has provided personal information to us, please contact us at support@kiwiwags.nz so we can review and take appropriate action.
18. Links to Other Websites
Our website may contain links to third-party websites, apps, or services.
We are not responsible for the privacy practices, content, or security of third-party websites. We encourage you to review the privacy policies of any external websites you visit.
19. Social Media
If you interact with Kiwiwags through social media platforms, your interaction may be subject to the privacy policy and terms of that platform.
We may receive limited information from social media platforms when you message us, comment on our content, tag us, or interact with our advertisements.
Please avoid sharing sensitive personal information publicly on social media.
20. Customer Reviews and User Content
If you submit a product review, testimonial, photo, video, or other content to Kiwiwags, we may use that content for website, marketing, advertising, or customer experience purposes, where permitted.
Please do not include private personal information in public reviews, such as your full address, payment details, or private contact information.
If you would like us to remove or review content you submitted, please contact us at support@kiwiwags.nz.
21. Legal Requirements
We may use or disclose personal information if required or permitted by law, including to:
- Comply with legal obligations
- Respond to lawful requests from authorities
- Protect our legal rights
- Enforce our website terms and policies
- Investigate fraud, security, or safety concerns
- Resolve disputes or customer claims
22. Updates to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our business, website, legal obligations, technology, or service providers.
When we update this policy, we will change the “Last updated” date at the top of this page.
We encourage you to review this Privacy Policy periodically so you understand how we handle personal information.
23. Our Business Information and Privacy Contact
For any privacy-related questions, access requests, correction requests, or concerns about how your personal information has been handled, please contact us:
Business Name: Kiwiwags
Email: support@kiwiwags.nz
Business Address: 38 Rimu Road, Kelburn, Wellington 6012, New Zealand
Warehouse Address: No. 245 Beigang, Sai Kung District, New Territories, Hong Kong
We will do our best to respond clearly, fairly, and within a reasonable timeframe.