Policies and Privacy Notice

SHIPPING POLICY

  • We only ship packages within the Mexican Republic.

  • Your shipping is free with any purchase.

  • The estimated delivery time for purchases in Mexico City, the Metropolitan Area, Guadalajara, Monterrey, Querétaro, and Puebla is 24 to 48 hours.

  • For high-demand products shipping from the Distribution Center to Mexico City, the Metropolitan Area, Guadalajara, Monterrey, Querétaro, and Puebla, the estimated delivery time is 3 to 5 business days.

  • For the rest of the Mexican Republic, an estimated delivery time of up to 15 business days applies.

  • If you are not at home, we will make 2 additional delivery attempts to ensure you receive your package. You can always contact our customer service number 871 212 1408, where we will always provide you with the correct support.

  • For any clarification or to track your shipment, please contact us via email at pethomeoficial@pethome.mx or by phone at: 871 212 1408

ONLINE PURCHASE AND IN-STORE PICKUP POLICY

  • Once your purchase is made, we will send you an email with your order confirmation and payment validation.

  • Payments made at Oxxo, Seven Eleven, Farmacias del Ahorro, Benavides, Chedraui, Elektra, Office Depot, Bancomer, and Banamex take 24 to 48 hours to be validated.

  • You can pick up your order at the branch of your choice once we send you the email: Your pet's order is ready! The estimated time for us to deliver your order is subject to inventory availability and the operation of the branch you selected.

  • For in-store pickup of your order, it is necessary that you or the person designated for pickup go to the branch with the order number and the confirmation code sent to your registered email.

  • If you wish to pick up your order at another branch, you must request assistance at 871 212 1408 as it is subject to availability.

  • Returns for this purchase method are subject to our return policy. If you have any questions or need help with this process, please contact us through the website.

GENERAL PRIVACY NOTICE

RESPONSIBLE PARTY

Trade Name: PetHome 

ADDRESS

Calle Rodriguez 412, Primitivo Centro, 27000 Torreón, Coah. 

CONTACT INFORMATION

Privacy Officer: pethomeoficial@pethome.mx

COMPETENT AUTHORITY

National Institute of Transparency, Access to Information and Data Protection.

PURPOSES OF PROCESSING THAT GIVE RISE TO A LEGAL RELATIONSHIP WITH THE RESPONSIBLE PARTY

1. To identify you in the purchase operation of goods, products, and services marketed by the Responsible Party, manage the provision of the requested service, and coordinate its provision (home delivery of products, grooming, and training).
2. To maintain control of product returns, administer and update the company's accounting records and inventory.
3. To collect your information as a frequent customer to provide you with the benefits derived from the PetHome Club program.

SECONDARY PURPOSES

1. To know your opinions, suggestions, comments, and shopping experience, and obtain feedback to improve our service (surveys).
2. To know the information that you freely, voluntarily, and unilaterally wish to share with the Responsible Party through the "message" section.
3. To confirm scheduled appointments for your pet (grooming and training services).
4. To send you promotions, offers, and general information to communicate about our products, services, and activities (marketing, commercial prospecting, or advertising purposes).
6. To use photographs, videos, and images that you freely, voluntarily, and unilaterally share directly with us for marketing and advertising activities.
7. Video surveillance in branches.

INFORMATION SUBJECT TO PROCESSING

PERSONAL DATA
Name, address, landline and cell phone number, date and place of birth, email, marital status, gender, Facebook, TikTok, Linkedin, Instagram accounts, and other digital platforms used by the company, images, photographs, sounds, and videos for marketing and advertising activities, as well as part of the video surveillance system of our branches.

Regarding the photographs and images that you freely, voluntarily, and unilaterally share through social networks, you acknowledge that they constitute a source of public access (art. 7 RLFPDPPP), without reserving any right or action, whether in terms of personal data protection, civil, or intellectual property.

The Responsible Party's website: www.pethome.mx uses "cookies" through which the following data are obtained: IP address, links followed, visited sites, duration of interaction time on the page, and browser type. This type of information is generalized and is only used to obtain statistical information on browsing behavior on the website with the purpose of optimizing the design and operation of the system on users' devices. If you wish to disable "cookies," you must follow these steps: (a) Google Chrome (i) access the Company's website, (ii) open the browser's settings menu; (iii) go to advanced settings (iv) enter privacy and security; (v) select the "clear browsing data" option; (vi) select "cookies and other site data"; and (vii) select the "clear data" option; (b) Internet Explorer (i) access the Company's website, (ii) open the browser's tools menu, (ii) go to internet options, (iii) select the "privacy" tab and the "advanced" option, (iv) select block first-party and third-party cookies and (v) uncheck the "always accept session cookies" option; (c) Microsoft Edge (i) access the Company's website, (ii) open the browser's settings menu, (iii) select the "privacy and security" menu and (iv) in the cookies section choose the "block all cookies" option; (d) Firefox (i) access the Company's website, (ii) open the browser's settings menu, (iii) select "options", (iv) in the "privacy and security" section enable the "delete cookies and site data" option; (e) Safari (i) access the Company's website, (ii) open the browser's settings menu, (iii) select "preferences", (iv) in the "privacy" section enable the "block all cookies" checkbox, and (v) confirm the warning message.

FINANCIAL DATA 

Credit card number, CVV, and credit card expiration date, for registering online purchases, this data is entered only once. 

TRANSFERS (ART. 37 LFPDPPP)

1. To controlling companies, subsidiaries, or affiliates under the common control of the Responsible Party, companies of the same group as the Responsible Party operating under the same internal processes and policies.
2. By virtue of a contract concluded or to be concluded in the interest of the Data Subject by the Responsible Party and a Third Party.
3. For the recognition, exercise, or defense of a right in a judicial process.
4. For the fulfillment of the legal relationship between the Responsible Party and the Data Subject.

TRANSFERS

Marketing, advertising, and commercial prospecting companies, IT and video surveillance for the performance of inherent activities.

EXERCISE OF ACCESS, RECTIFICATION, CANCELLATION, AND OBJECTION (ARCO) RIGHTS

1. Fill out the "ARCO Rights Exercise Request" form, which is available at the Responsible Party's address or in PDF format, upon request sent to the Privacy Officer at pethomeoficial@pethome.mx
2. Submit the "ARCO Rights Exercise Request" form in person at the Responsible Party's address or send it via certified mail to the Privacy Officer, accompanied by the following information and documentation:
→ Documents proving your identity: copy of INE, passport, professional ID, or valid immigration document for foreigners, or, if applicable, documents proving your legal representation.
→ Clear and precise description of the personal data for which you seek to exercise one of the ARCO Rights.
→ Any document or information that facilitates the location of your personal data.
→ If requesting data rectification, you must also indicate the modifications to be made and provide documentation supporting your request.
→ Indicate the place where the Responsible Party can review the originals of the accompanying documentation.
3. The Privacy Officer will process your ARCO Rights Exercise request in accordance with the deadlines and terms provided in the Federal Law on Protection of Personal Data Held by Private Parties.
4. For the exercise of the right of Access, the corresponding information will be provided in a simple copy.
5. The response to your request will be notified to you via certified mail or personally at the Responsible Party's address, according to the modality you chose in your request.
6. The exercise of ARCO Rights will be free of charge.

REVOCATION OF CONSENT

1. Fill out the "Revocation of Consent" form, which is available at the Responsible Party's address or in PDF format, upon request sent to the Privacy Officer at pethomeoficial@pethome.mx
2. Present the "Revocation of Consent" form in person at the Responsible Party's address or send it via certified mail to the Privacy Officer, attaching a copy of the official identification proving your identity or a document proving your legal representation.
3. The Privacy Officer will respond to your request in accordance with the deadlines and terms provided in the Federal Law on Protection of Personal Data Held by Private Parties for the exercise of ARCO Rights.
4. The response to your request will be notified to you via certified mail or personally at the Responsible Party's address, according to the modality you chose in your request.

LIMITATION OF USE OR DISCLOSURE

1. Fill out the "Limitation of Use or Disclosure" form, which is available at the Responsible Party's address or in PDF format, upon request sent to the Privacy Officer at pethomeoficial@pethome.mx
2. Submit the "Limitation of Use or Disclosure" form in person at the Responsible Party's address or send it via certified mail to the Privacy Officer, attaching a copy of the official identification proving your identity or a document proving your legal representation.
3. The response to your request will be notified to you via certified mail or personally at the Responsible Party's address, according to the modality you chose in your request.

LIMITATION OF USE OR DISCLOSURE FOR MARKETING PURPOSES

To limit the use of your data related to marketing, commercial prospecting, or advertising activities and stop receiving emails with information on products, services, events, activities, and promotions, the "Unsubscribe" link is enabled at the end of the emails. By clicking on it, you will stop receiving these types of communications.

UPDATES OR MODIFICATIONS TO THE PRIVACY NOTICE

The Responsible Party reserves the right to make modifications or updates to this Privacy Notice at any time. Any modification will be communicated to you by publishing a notice on the Responsible Party's website, so we recommend you check it frequently.
In the event of a security breach at any stage of personal data processing that significantly affects your patrimonial or moral rights, the Privacy Officer will immediately notify you via email of the security breach event, so that you can take appropriate measures to defend your rights. If your email is not available, the notification will be published on the Responsible Party's website.

www.pethome.mx

RETURN AND CANCELLATION POLICY

  • We only ship packages within the Mexican Republic.

  • Your shipping is free with any purchase.

  • The estimated delivery time for purchases in Mexico City, the Metropolitan Area, Guadalajara, Monterrey, Querétaro, and Puebla is 24 to 48 hours.

  • For high-demand products shipping from the Distribution Center to Mexico City, the Metropolitan Area, Guadalajara, Monterrey, Querétaro, and Puebla, the estimated delivery time is 3 to 5 business days.

  • For the rest of the Mexican Republic, an estimated delivery time of up to 15 business days applies.

  • If you are not at home, we will make 2 additional delivery attempts to ensure you receive your package. You can always contact our customer service number 871 212 1408, where we will always provide you with the correct support.

  • For any clarification or to track your shipment, please contact us via email at pethomeoficial@pethome.mx or by phone at: 871 212 1408

ONLINE PURCHASE AND IN-STORE PICKUP POLICY

  • Once your purchase is made, we will send you an email with your order confirmation and payment validation.

  • Payments made at Oxxo, Seven Eleven, Farmacias del Ahorro, Benavides, Chedraui, Elektra, Office Depot, Bancomer, and Banamex take 24 to 48 hours to be validated.

  • You can pick up your order at the branch of your choice once we send you the email: Your pet's order is ready! The estimated time for us to deliver your order is subject to inventory availability and the operation of the branch you selected.

  • For in-store pickup of your order, it is necessary that you or the person designated for pickup go to the branch with the order number and the confirmation code sent to your registered email.

  • If you wish to pick up your order at another branch, you must request assistance at 871 212 1408 as it is subject to availability.

  • Returns for this purchase method are subject to our return policy. If you have any questions or need help with this process, please contact us through the website.