Last updated: 3 November 2026
This Privacy Policy explains how Alcove Learning Pty Ltd (ABN 56 615 411 660), trading as Paramedic Shop ("we", "us" or "our"), collects, holds, uses and discloses personal information. It applies to our websites paramedicshop.com.au and paramedicshop.co.nz, our online store, and any dealings you have with us by phone, email or otherwise.
We are committed to handling personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth). For customers in New Zealand, we also handle personal information in line with the Information Privacy Principles in the Privacy Act 2020 (NZ).
1. Personal information we collect
The kinds of personal information we collect depend on how you deal with us, and may include:
- Contact details, such as your name, email address, phone number, and billing and delivery addresses.
- Order details, such as the products you buy, order history, returns, warranty claims and preorders.
- Payment information, such as the payment method used and transaction details. Card and account details are handled by our payment providers, and we do not store full card numbers.
- Account information, if you create a customer account, such as your login details and preferences.
- Organisation details, if you buy on behalf of an organisation (for example an ambulance service, training provider, university or clinic), such as your organisation name, role, purchase order details and delivery instructions.
- Communications, such as enquiries, quote requests, chat messages, emails and phone calls with us.
- Reviews and feedback, such as product reviews, ratings and photos you choose to submit.
- Technical and usage information, such as your IP address, device and browser type, approximate location, pages viewed and how you use our website, collected through cookies and similar technologies.
Sensitive information. We do not ask for health information or other sensitive information. If you choose to tell us about a health condition (for example when asking which product suits you), we will only use it to respond to your enquiry, and we will not use it for marketing.
2. How we collect personal information
We collect personal information directly from you when you browse or buy from our website, create an account, contact us, request a quote, subscribe to our emails or leave a review. We also collect information automatically through cookies and similar technologies, and from third parties such as our payment providers, delivery partners, marketplaces you buy through (such as eBay) and organisations that place orders on your behalf.
If we receive personal information we did not ask for, we will check whether we could have collected it lawfully. If not, we will destroy it or remove anything that identifies you, where it is lawful and reasonable to do so.
3. Dealing with us anonymously
You can browse our website without telling us who you are. To place an order, answer a specific enquiry or deliver products to you, we need to know who you are and where to send your order.
4. Why we collect, hold and use personal information
We collect, hold and use personal information to:
- process, deliver and support your orders, including returns, refunds, exchanges and warranty claims;
- take payments and prevent fraud;
- respond to enquiries and provide quotes and customer service;
- contact you about product safety notices or recalls affecting something you bought from us;
- manage your account and our relationship with you or your organisation;
- send you marketing communications where you have agreed to receive them;
- show you relevant advertising and measure how well our website and advertising work;
- publish reviews you submit;
- improve our website, product range and service; and
- meet our legal obligations, including tax, accounting and consumer law requirements.
If you do not give us the information we need, we may not be able to process your order or respond to your request.
5. Marketing
We will only send you marketing emails or messages where you have agreed to receive them or where the law otherwise allows. Every marketing message includes a simple way to unsubscribe, and you can also ask us to stop at any time. We will still send you messages about your orders and account, as these are not marketing.
6. Who we disclose personal information to
We disclose personal information only as needed for the purposes set out above, to:
- our ecommerce platform provider, Shopify, which hosts our online store;
- payment providers, such as Shopify Payments, PayPal, Shop Pay, Afterpay and Zip;
- our warehouse and fulfilment partner, Fastrack Fulfilment, and delivery providers such as Australia Post, NZ Post and couriers;
- suppliers and manufacturers, where needed to deliver your order directly or handle a warranty claim or recall;
- service providers who help us run our business, such as providers of email, customer chat, reviews (Judge.me), website search, preorder management, accounting and IT services;
- analytics and advertising partners, such as Google, Meta and AdRoll, which use cookies and similar technologies to measure website use and show relevant ads;
- our professional advisers, such as accountants and lawyers; and
- government bodies, regulators or law enforcement where required or authorised by law.
We do not sell your personal information.
7. Overseas disclosure
Some of the service providers listed above store or process personal information outside Australia. Depending on the provider, this may include the United States, Canada, New Zealand, Ireland and other countries in the European Union, and Singapore. Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it in a way that is consistent with the Australian Privacy Principles.
8. Cookies, analytics and advertising
Our website uses cookies and similar technologies to keep your cart and account working, remember your preferences, understand how visitors use our website, and show relevant advertising on other websites and social media. You can control or delete cookies through your browser settings, although parts of our website may not work properly without them. You can opt out of personalised advertising through our advertising preferences page, through Google Ad Settings and through the advertising settings of the social media platforms you use.
9. Automated decisions
To protect our customers and our business from fraud, we use automated tools provided by Shopify and other security services. These tools use information such as your IP address, device and browser information, email address, billing and delivery addresses, and order and payment details. They can automatically block access to our website or checkout from connections that appear high risk, and can flag orders as high risk so that they are held, checked or cancelled.
If you think an order or your access to our website has been affected in error, please contact us and a member of our team will review it.
10. Keeping your information secure
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Our online store runs on Shopify, which is certified to the PCI DSS standard for payment security, and access to customer information within our business is limited to people who need it. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.
If we become aware of a data breach that is likely to result in serious harm to you, we will notify you and, where required, the Office of the Australian Information Commissioner.
11. How long we keep information
We keep personal information only for as long as we need it for the purposes described in this policy or to meet our legal obligations. For example, we keep order and transaction records for at least five years to meet tax record keeping requirements. When we no longer need personal information, we take reasonable steps to destroy it or remove anything that identifies you.
12. Accessing and correcting your information
You can ask for access to the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. You can also update some details yourself through your customer account. To make a request, contact our Privacy Officer using the details below. We may need to verify your identity before acting on a request.
We do not charge for making a request, and we aim to respond within 30 days. If we refuse a request, we will tell you why in writing and explain how you can complain.
13. Making a complaint
If you have a concern or complaint about how we have handled your personal information, please contact our Privacy Officer using the details below. We will acknowledge your complaint promptly and aim to resolve it within 30 days.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992. New Zealand customers can contact the Office of the Privacy Commissioner at www.privacy.org.nz.
14. Children
Our website and products are intended for adults, healthcare professionals and students. We do not knowingly collect personal information from children under 16 without the consent of a parent or guardian.
15. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in the law or in how we operate. The current version will always be available on our website, with the date it was last updated shown at the top.
16. Contact us
Privacy Officer
Alcove Learning Pty Ltd trading as Paramedic Shop
41 Fairway Parade, Peregian Springs QLD 4573, Australia
Email: info@paramedicshop.com.au
Phone: 02 8004 5557