1. Overview
This Privacy Policy explains how REACH Supply (“REACH Supply,” “we,” “us,” or “our”) collects, uses, discloses, retains, and protects personal information when you visit or use ReachSupply.ca, create an account, place an order, apply for a trade or wholesale account, contact customer support, request product-fit assistance, or otherwise interact with our Canadian online store.
We handle personal information in accordance with Canada’s Personal Information Protection and Electronic Documents Act (“PIPEDA”), British Columbia’s Personal Information Protection Act (“BC PIPA”), and other applicable provincial private-sector privacy laws. The law that applies can depend on where you are located and whether information crosses provincial or national borders.
2. Accountability and consent
REACH Supply is responsible for personal information under its control, including information handled for us by service providers. We have designated a Privacy Officer to oversee our privacy practices, respond to access requests, and receive questions or complaints.
We identify the purposes for collecting personal information at or before the time of collection. We obtain meaningful consent where required. Depending on the circumstances and the sensitivity of the information, consent may be express or implied. You may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice. Withdrawing consent may prevent us from providing a product or service that requires the information.
We may collect, use, or disclose personal information without consent where permitted or required by law, including for certain fraud-prevention, debt-collection, investigation, emergency, or legal-compliance purposes.
3. Information we collect
Depending on how you use our store, we may collect the following categories of information:
- Identity and contact information: name, email address, phone number, billing address, shipping address, and account username.
- Order and transaction information: products ordered, quantities, prices, discounts, tax information, order status, shipping method, tracking details, returns, refunds, warranty requests, and transaction identifiers.
- Payment-related information: billing details, payment method type, payment status, and limited payment identifiers supplied by our payment processor. We generally do not receive or store complete payment-card numbers.
- Account information: login credentials in protected form, saved addresses, communication preferences, order history, and account settings.
- Trade and wholesale information: business name, business contact details, account type, tax or resale information where required, requested pricing terms, and information used to evaluate or administer a business account.
- Product-fit and support information: appliance or equipment brand, model number, serial number, existing part number, photographs, messages, call notes, and other details you provide so we can identify or support a product.
- Device and usage information: IP address, browser and device type, operating system, referring page, pages viewed, approximate location derived from IP address, cookie identifiers, and interactions with our website or emails.
- Marketing information: newsletter preferences, promotion responses, advertising interactions, and consent records.
- Fraud, security, and compliance information: information and signals used to prevent fraud, abuse, unauthorized transactions, chargebacks, and security incidents.
We limit collection to information that is reasonably necessary for the identified purposes and collect it by fair and lawful means.
4. How we collect information
We collect personal information:
- directly from you when you create an account, place an order, submit a form, contact us, apply for a trade or wholesale account, or request support;
- automatically through essential cookies, server logs, and similar technologies, and through non-essential analytics or advertising technologies where enabled and permitted;
- from payment processors, shipping carriers, fraud-prevention providers, suppliers, fulfilment partners, and other service providers involved in your transaction;
- from publicly available sources or business directories when reasonably necessary to verify a business account; and
- from advertising or marketing partners where you have consented or where otherwise permitted by law.
5. How we use information
We may use personal information to:
- create and manage customer, trade, and wholesale accounts;
- authorize or capture payments and process orders, refunds, returns, warranties, and chargebacks;
- deliver products and provide shipment or order-status updates;
- assist with product identification, compatibility, and customer service;
- communicate about orders, accounts, security, policy changes, and support requests;
- operate, maintain, personalize, troubleshoot, and improve our website and services;
- measure website performance and understand how customers use our services;
- send newsletters, offers, or advertising with valid consent or as otherwise permitted by law;
- detect and prevent fraud, misuse, security incidents, and prohibited activity;
- comply with tax, accounting, legal, regulatory, and recordkeeping obligations; and
- establish, exercise, or defend legal claims and enforce our agreements.
We will not use personal information for a new purpose that is materially different from the purpose identified at collection unless we obtain any additional consent required by law.
7. Payments, fraud screening, and automated tools
Payments are processed by third-party payment providers, such as Stripe and any other provider shown at checkout. Those providers collect and process payment information under their own privacy notices and security requirements. We generally receive transaction status, billing details, payment method type, and limited payment identifiers rather than complete payment-card information.
We and our providers may use automated tools to assess payment, fraud, security, or order risk. These tools may consider transaction, account, device, location, and behavioural signals and may result in a payment being declined, delayed, or referred for review. Where a decision is based exclusively on automated processing and applicable law requires notice or an explanation, we will provide the required information and a way to submit observations or request review.
9. Marketing communications
We send commercial electronic messages in accordance with Canada’s anti-spam legislation (“CASL”). We may send promotional email or text messages where we have express consent, valid implied consent, or another lawful basis. Our marketing messages identify the sender, include required contact information, and provide an unsubscribe method.
You can unsubscribe through the link in a marketing email or by contacting us. We process unsubscribe requests within the period required by law. Even after opting out of marketing, you may still receive transactional or service messages about orders, accounts, security, warranties, recalls, or customer support.
10. Processing outside your province or Canada
Some of our service providers, suppliers, fulfilment partners, or related operations may process or store personal information outside your province or outside Canada, including in the United States. While information is in another jurisdiction, it may be subject to that jurisdiction’s laws and lawful-access requirements.
We remain accountable for personal information transferred to service providers for processing and use contractual and other measures appropriate to the sensitivity of the information. Contact our Privacy Officer if you would like information about our use of service providers outside Canada.
11. Retention and disposal
We retain personal information only for as long as reasonably necessary for the purposes described in this policy and to satisfy applicable order-fulfilment, warranty, fraud-prevention, accounting, tax, legal, dispute-resolution, and recordkeeping requirements. The retention period depends on the type and sensitivity of the information, the purpose for which it is used, and applicable law.
When personal information is no longer required, we take reasonable steps to securely delete, destroy, or anonymize it. Information may remain in protected backups until it is removed through our normal backup cycle.
12. Security and privacy incidents
We use administrative, technical, and physical safeguards appropriate to the sensitivity of the information, including access controls, encrypted connections, account protections, security monitoring, backups, and service-provider controls. No system or transmission method is completely secure, and we cannot guarantee absolute security.
We maintain procedures for assessing and responding to privacy incidents. Where required by law, we will report a breach to the appropriate privacy regulator and notify affected individuals. We also maintain records of breaches where applicable law requires us to do so.
13. Your privacy rights and choices
Subject to applicable law and limited exceptions, you may:
- ask whether we hold personal information about you and request access to it;
- request correction of inaccurate or incomplete personal information;
- withdraw consent where our handling of information is based on consent;
- challenge our compliance with applicable privacy law;
- opt out of marketing communications;
- request deletion, de-indexing, restriction, or portability where applicable law provides that right; and
- ask questions about our privacy practices, service providers, or cross-border processing.
To exercise a right, email our Privacy Officer using the contact details below and describe your request. We may take reasonable steps to verify your identity and authority before responding. We will respond within the time required by applicable law. Access may be limited where the law requires or permits us to refuse access, including where disclosure would reveal another person’s personal information, confidential commercial information, or information protected by legal privilege. If we refuse all or part of a request, we will explain the reason where required.
14. Children’s privacy
Our store is intended for adults and business customers and is not directed to children. We do not knowingly collect personal information from a child under 14 without consent from a parent or guardian, except where permitted by law. If you believe a child has provided personal information to us, contact our Privacy Officer so we can review the situation and take appropriate action.
15. Changes to this policy
We may update this Privacy Policy to reflect changes to our practices, technology, services, or legal obligations. We will post the revised policy on this page and update the “Last updated” date. If a change is material, we will provide any additional notice or obtain any additional consent required by law.
16. Contact us and make a complaint
Questions, access or correction requests, consent withdrawals, and privacy complaints may be directed in writing to:
Please include your name, contact information, a description of your concern or request, and any relevant order or account details. Do not send payment-card numbers or account passwords by email. We will acknowledge and investigate complaints fairly and respond within the period required by applicable law.