1. Overview and scope
This Privacy Policy explains how REACH Supply collects, uses, discloses, retains, transfers, and protects personal information when you use ReachSupply.ca, create an account, place an order, apply for a trade account, submit a compatibility, return, or warranty request, contact support, or otherwise interact with the Canadian store.
REACH Supply handles personal information under British Columbia’s Personal Information Protection Act, federal privacy law where it applies to commercial activities and interprovincial or international information flows, and other applicable Canadian privacy laws. The Office of the Information and Privacy Commissioner for British Columbia explains PIPA obligations for private organizations.
2. Accountability and privacy contact
Under this Privacy Policy, REACH Supply remains responsible for personal information under its control, including information processed by service providers on its behalf. A Privacy Officer oversees privacy practices, access requests, corrections, complaints, and incident response. The Office of the Privacy Commissioner of Canada provides privacy guidance for businesses.
Privacy responsibilities are incorporated into account access, service-provider management, security, retention, and customer-support processes appropriate to the nature and sensitivity of the information.
3. Information we collect
Depending on how you interact with the store, we may collect:
- Identity and contact information: name, business name, email, telephone number, billing address, shipping address, and account username.
- Order and transaction information: products, quantities, prices, discounts, taxes, status, shipping, tracking, returns, refunds, warranty claims, invoices, and transaction identifiers.
- Payment-related information: payment method type, billing details, authorization and payment status, and limited identifiers supplied by processors. We generally do not store complete payment-card numbers.
- Account information: protected credentials, saved addresses, preferences, order history, user roles, saved lists, quotes, and account settings.
- Trade-account information: legal and operating business details, contacts, business type, purchasing needs, tax documents, verification results, pricing group, and account communications.
- Support and product-fit information: equipment brand, model and serial number, existing part number, photographs, videos, installation details, technical findings, correspondence, and claim evidence. Uploaded images may incidentally contain addresses, faces, license plates, documents, or other information, so submit only what is relevant.
- Device and usage information: IP address, browser, device, operating system, referring page, pages viewed, approximate location derived from IP, cookie identifiers, and interactions with the site or emails.
- Marketing and consent information: subscription choices, consent records, campaign interactions, and unsubscribe status.
- Fraud, security, and compliance information: signals and records used to prevent unauthorized transactions, account abuse, chargebacks, and security incidents.
4. How information is collected
We collect information directly from you through checkout, accounts, forms, emails, calls, support requests, trade applications, and uploaded files.
We also collect information automatically through essential cookies, server logs, security tools, and, where enabled with the required choices, analytics or advertising technologies.
Information may also come from payment processors, carriers, suppliers, fulfilment partners, fraud-prevention providers, business registries, public business sources, and other service providers involved in a transaction or account review.
5. How information is used
We may use personal information to:
- create and administer customer and trade accounts;
- verify identity, business information, addresses, payments, and eligibility;
- authorize and capture payments and process orders, shipments, refunds, returns, warranties, and disputes;
- identify products and assess compatibility using information you provide;
- communicate about orders, accounts, security, recalls, policies, and support;
- operate, secure, troubleshoot, personalize, and improve the website and services;
- measure performance and understand customer journeys;
- send marketing where consent or another lawful basis exists;
- prevent fraud, misuse, unauthorized access, and security incidents;
- meet tax, accounting, recordkeeping, regulatory, and legal obligations; and
- establish, exercise, or defend legal claims and enforce agreements.
We do not use information for a materially different new purpose without any additional notice or consent required by law.
6. Consent and lawful exceptions
This Privacy Policy identifies the main purposes for collection, use, and disclosure. We obtain meaningful consent where required. Consent may be express or implied depending on the circumstances, sensitivity, and reasonable expectations.
You may withdraw consent subject to legal or contractual restrictions and reasonable notice. Withdrawal may prevent us from providing a feature or service that requires the information.
We may collect, use, or disclose information without consent where permitted or required by law, including certain fraud-prevention, investigation, debt-collection, emergency, corporate-transaction, and legal-compliance circumstances.
8. Suppliers and direct fulfilment
Because many orders are fulfilled directly by authorized suppliers, distributors, manufacturers, warehouses, or logistics partners, we may provide them with the information required to confirm, pack, ship, deliver, track, recall, return, or administer warranty service for an order.
This may include the recipient name, company, shipping address, telephone number, email where required for delivery, products ordered, quantities, order references, and claim details. We do not provide complete payment-card details to fulfilment partners.
9. Payments, fraud screening, and automated tools
Payment providers displayed at checkout collect and process payment information under their own privacy notices and security standards. Under this Privacy Policy, REACH Supply generally receives payment status, billing details, method type, and limited identifiers rather than the complete card number.
REACH Supply and its providers may use automated tools to assess payment, order, account, device, location, and behavioural signals for fraud and security risk. An order may be declined, delayed, limited, or referred for human review.
Where applicable law requires information about a significant automated decision or a review mechanism, we will provide the required process.
11. Commercial electronic messages
Promotional email or text messages are sent where REACH Supply has express consent, valid implied consent, or another lawful basis. Messages identify the sender, include required contact information, and provide an unsubscribe method. The CRTC explains Canada’s Anti-Spam Legislation requirements for commercial electronic messages.
Unsubscribe requests are processed within the legally required period. You may still receive transaction, account, security, recall, warranty, or support messages after opting out of marketing.
12. Processing outside your province or Canada
Some service providers, suppliers, fulfilment partners, and technology systems may process or store information outside your province or outside Canada, including in the United States. Information in another jurisdiction may be subject to its laws and lawful-access requirements. The Office of the Privacy Commissioner of Canada provides guidance on processing personal information across borders.
REACH Supply remains accountable for information transferred to providers for processing and uses contractual and other safeguards appropriate to the information and service.
13. Retention and disposal
We retain information only as long as reasonably necessary for the identified purposes and for order fulfilment, warranty, fraud prevention, tax, accounting, legal, dispute, security, and recordkeeping requirements.
Retention varies by information type, sensitivity, purpose, account status, and legal obligation. When no longer required, information is securely deleted, destroyed, or anonymized. Protected backups may retain information until the normal backup cycle removes it.
14. Security and privacy incidents
This Privacy Policy describes administrative, technical, and physical safeguards appropriate to sensitivity, including access controls, encrypted connections, account protections, monitoring, backups, and service-provider controls. No method is completely secure.
We maintain procedures to contain, assess, document, and respond to privacy incidents. Where required, REACH Supply will report a breach to the appropriate regulator, notify affected individuals, and keep required breach records. For organizations subject to PIPEDA, the Office of the Privacy Commissioner of Canada explains breach reporting and recordkeeping obligations.
15. Access, correction, and privacy rights
Subject to applicable law and exceptions, this Privacy Policy recognizes that you may ask whether REACH Supply holds information about you, request access, request correction, withdraw consent, challenge compliance, opt out of marketing, and exercise any deletion, portability, de-indexing, or restriction right available in your jurisdiction.
We may verify identity and authority before responding. Access may be limited where disclosure would reveal another person's information, confidential commercial information, privileged material, or information that law permits or requires us to withhold.
If a request is refused in whole or part, we will explain the reason where required and identify available complaint options.
16. Children and minors
The store is intended for adults and business customers and is not directed to children. We do not knowingly collect personal information from a child without the consent or authority required by applicable law.
If you believe a child has provided personal information, contact the Privacy Officer so the situation can be reviewed.
17. Changes to this policy
We may update this Privacy Policy to reflect changes in services, providers, technology, practices, or law. The revised page will show its effective and reviewed dates.
Material changes will receive any additional notice or consent required by law.
18. Contact and complaints
Questions about this Privacy Policy, access or correction requests, consent withdrawals, and complaints may be directed to:
Email: [email protected]
Include your name, contact information, a description of the request, and relevant account or order information. Do not email passwords or complete payment-card numbers.
If a concern is not resolved, you may contact the regulator with jurisdiction, such as the Office of the Information and Privacy Commissioner for British Columbia or the Office of the Privacy Commissioner of Canada.
