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Carefully curated OT-approved tools, toys & educational resources — dispatched daily.
Carefully curated OT-approved tools, toys & educational resources — dispatched daily.

Privacy policy

Last updated: 28 July 2026

The OT Store respects your privacy and is committed to handling personal information carefully and transparently.

This Privacy Policy explains how The OT Store Pty Ltd (ACN 629 473 105), trading as The OT Store, collects, uses, stores and discloses personal information when you visit our website, contact us or place an order.

In this policy, “we”, “us” and “our” refer to The OT Store.

Privacy at a Glance

  • We collect information needed to process orders, provide customer service and operate our website.

  • We do not sell customer lists or personal information for payment.

  • Payment information is processed securely by our payment providers.

  • You can unsubscribe from marketing communications at any time.

  • You can contact us to request access to or correction of your personal information.

Personal Information We Collect

The personal information we collect depends on how you interact with us and may include:

  • your name, email address and telephone number;

  • billing, delivery and collection details;

  • account login and customer profile information;

  • order, payment, refund and transaction records;

  • delivery instructions and tracking information;

  • correspondence, enquiries, reviews and customer-service records;

  • quote, invoice, school, organisation or NDIS order information;

  • marketing preferences and subscription status;

  • device, browser, IP address and approximate location information;

  • website activity, including pages viewed, products considered and links selected; and

  • fraud-prevention and website-security information.

You can browse much of our website without giving us your name. However, we need certain information to process an order, provide a quote, arrange delivery or respond to an enquiry.

NDIS and Sensitive Information

Customers, carers, support coordinators, plan managers and other representatives may provide information when requesting an NDIS quote, invoice or order.

This may include participant or billing details and, in some circumstances, information concerning a person’s disability, health, support needs or product requirements. Health and disability information may be sensitive information under Australian privacy law.

We ask that you provide only the information reasonably necessary for us to prepare the requested quote, invoice, recommendation or order. Please do not send clinical reports, medical records or other detailed health information unless we have specifically requested it and it is necessary.

Where sensitive information is voluntarily provided, we will collect and use it with your consent for the purpose of responding to the request, providing customer service or completing the transaction. We do not use sensitive information for targeted advertising.

When providing personal information about another person, you confirm that you are authorised to do so and, where required, have their consent.

How We Collect Information

We may collect personal information:

  • directly from you when you order, create an account, contact us, submit a form, request a quote, write a review or subscribe to marketing;

  • from a parent, carer, plan manager, support coordinator, school, therapist or organisation acting on your behalf;

  • automatically through cookies and similar website technologies;

  • from payment, delivery, fraud-prevention and technology providers; and

  • from publicly available sources where reasonably necessary.

How We Use Personal Information

We may use personal information to:

  • process payments, orders, returns and refunds;

  • prepare quotes, invoices and account documentation;

  • pick, pack, dispatch and track orders;

  • communicate about an order, enquiry or customer account;

  • provide product information and customer support;

  • manage NDIS, school, government and organisational orders;

  • maintain transaction, accounting and taxation records;

  • detect fraud, misuse and security threats;

  • operate, analyse and improve our website and services;

  • measure the effectiveness of advertising and marketing;

  • personalise website content where permitted;

  • send marketing communications where you have consented or where otherwise permitted by law;

  • comply with legal and regulatory obligations; and

  • establish, exercise or defend legal rights.

We may also use aggregated or de-identified information that no longer reasonably identifies an individual for reporting, planning and business analysis.

Payments

Payments are processed through Shopify and other payment providers made available at checkout.

We generally do not receive or store complete credit or debit card numbers. Payment providers process payment information according to their own privacy and security practices.

For invoice or bank-transfer orders, we may retain payment references and transaction records needed to reconcile the payment and maintain our financial records.

Cookies, Analytics and Advertising

Our website uses cookies, pixels, tags and similar technologies to:

  • keep the website and checkout functioning;

  • remember preferences and shopping-cart contents;

  • understand how visitors use the website;

  • identify and resolve errors;

  • measure sales and advertising performance; and

  • provide or measure relevant advertising.

Some technologies are placed by third-party providers, including ecommerce, analytics and advertising platforms. These providers may collect device identifiers, IP addresses, browser information and website interactions in accordance with their own privacy policies.

You can manage cookies through your browser or any privacy controls made available on our website. Blocking some essential cookies may prevent parts of the website or checkout from operating correctly.

Where legally required, we will request consent before using non-essential cookies or similar technologies.

Marketing Communications

We may send promotional emails or messages where you have subscribed, provided consent or where otherwise permitted by law.

You can stop receiving marketing communications by:

  • selecting the unsubscribe link in an email;

  • following the opt-out instructions in a message; or

  • contacting us.

Unsubscribing from marketing will not stop essential service messages, such as order confirmations, invoices, tracking updates, product-safety notices or responses to enquiries.

We do not use health, disability or other sensitive information to select audiences for direct marketing.

When We Share Personal Information

We may disclose information to trusted service providers that help us operate our business, including:

  • Shopify and other website-hosting or ecommerce providers;

  • payment processors and financial institutions;

  • Australia Post, TNT, FedEx and other delivery providers;

  • email, SMS and customer-communication platforms;

  • accounting, invoicing and business software providers;

  • analytics, search and advertising platforms;

  • website developers, IT support and cybersecurity providers;

  • fraud-prevention and identity-verification services;

  • professional advisers, insurers and auditors; and

  • government bodies, regulators, courts or law-enforcement agencies where required or authorised by law.

Delivery providers receive information needed to deliver an order, such as the recipient’s name, address, telephone number, email address and delivery instructions.

We may also disclose information as part of a proposed or completed sale, merger, restructure or transfer of all or part of our business, subject to appropriate confidentiality and privacy protections.

We do not sell customer lists or personal information to unrelated third parties for payment.

Overseas Disclosure

Some of our technology, ecommerce, payment, analytics, advertising and communication providers operate or store information outside Australia.

Personal information may therefore be processed or accessed in countries including Canada and the United States. For an international order, delivery information may also be disclosed to carriers, service providers and relevant authorities in the destination or transit countries.

The locations used by service providers may change over time. Where required, we take reasonable steps to ensure overseas disclosures are handled consistently with applicable Australian privacy requirements.

Data Security

We use reasonable administrative, technical and physical safeguards designed to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

These safeguards may include access controls, secure payment processing, account authentication, system monitoring, staff procedures and the use of reputable service providers.

No internet transmission or electronic storage system is completely secure. You are responsible for keeping your account password confidential and should contact us promptly if you believe an account or transaction has been accessed without authorisation.

Where a data breach is likely to result in serious harm, we will notify affected individuals and the appropriate regulator where required by law.

How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including to:

  • process and support orders;

  • maintain taxation, accounting and transaction records;

  • manage warranties, returns and product-safety matters;

  • resolve disputes or complaints;

  • detect fraud and security incidents; and

  • meet legal and regulatory obligations.

Retention periods vary depending on the type of information and applicable legal requirements.

When personal information is no longer reasonably required, we take reasonable steps to delete it, destroy it or de-identify it. Some information may remain in secure backups until those backups are routinely replaced.

Access, Correction and Deletion Requests

You may ask us to:

  • provide access to personal information we hold about you;

  • correct information that is inaccurate, incomplete or out of date;

  • update your communication preferences; or

  • delete information where we are not legally or reasonably required to retain it.

Please email support@theotstore.com.au with the subject line Privacy Request and describe what you are requesting.

We may need to verify your identity before providing access or making a change. In some circumstances, we may be unable to provide access or delete information, including where retaining it is required by law or where disclosure would affect another person’s privacy. If we refuse a request, we will explain the reason where required.

Depending on where you live, you may have additional rights under local privacy laws.

Children’s Privacy

Our online store is intended for adults purchasing for themselves, their family members, students, clients or organisations.

We do not knowingly ask children to create customer accounts or submit personal information directly. When an adult provides information about a child, the adult confirms that they have the authority to provide that information.

We collect only the information reasonably necessary to complete the relevant order, enquiry or service.

Privacy Complaints

Please contact us if you believe we have not handled personal information appropriately.

Email support@theotstore.com.au with the subject line Privacy Complaint and include enough information for us to understand and investigate the matter.

We will acknowledge and investigate the complaint and aim to respond within a reasonable period, generally within 30 days.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner or another regulator with jurisdiction over the matter.

Third-Party Websites

Our website may link to websites operated by other organisations. We are not responsible for the privacy practices or content of third-party websites, and we recommend reviewing their privacy policies before providing personal information.

Changes to This Policy

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

The current version will be published on our website with its effective date. Material changes may also be communicated through the website or by another appropriate method.

Contact Us

For privacy enquiries, requests or complaints, contact:

The OT Store Pty Ltd
Trading as The OT Store
Email: support@theotstore.com.au
Location: Gold Coast, Queensland, Australia