Candrone is a Canadian corporation with its head office at 319 – 2999 Underhill Ave, Burnaby, BC V5A 3C2, Canada. This Privacy Policy (the “Policy”) describes how we collect, use, disclose, retain, dispose of, safeguard and otherwise process your personal information when you visit our website located at candrone.com, purchase products from our online store, or otherwise interact with us.
PLEASE READ THIS PRIVACY POLICY CAREFULLY. By using our website or services, or by otherwise choosing to provide us with your personal information, you acknowledge that you have read and understood this Policy, and consent to the processing of your personal information in accordance with this Policy and as may be further identified when the personal information is collected.
If you do not consent to the processing of your personal information in accordance with this Policy, please do not access or continue to use our website or services or otherwise provide any personal information to us.
1. Information We Collect
For the purposes of this Policy, “personal information” means any information about an identifiable individual or any information that can be used, either alone or in combination with other information, to identify an individual, whether directly or indirectly (for example, an individual’s name, mailing address, telephone number and email address), but excludes any information that is exempted by applicable privacy laws.
The types of information we receive and collect depends on how you use our website or services.
1.1 Information You Provide Directly
When you use our website or services, we may collect the following personal information from you:
• Contact information, such as first and last name, email address, telephone number and shipping address;
• Payment information, such as billing address and payment information (such as credit card information);
• Customer support communications, such as messages, attachments, and any other information you choose to provide when contacting us;
• Marketing preferences, such as email subscription status and communication preferences; and
• Returns and warranty information, such as order numbers, product serial numbers and descriptions of issues.
Your personal information may be collected when:
• You register for an account on our website;
• You make purchases through our website;
• You fill out free-form fields on our website;
• You otherwise use our website or services;
• You connect with us through social media; and
• You communicate with us by phone or email.
We only collect personal information that we need. We encourage you not to provide us with any personal information beyond what is necessary and as requested by us.
1.2 Information Collected Automatically
We, and our third-party partners, may also automatically collect information about you and any computer or device you use to access our website or services, read our emails or otherwise engage with us. Some information we may collect, and ways we may collect it include:
• Device & browser information: To ensure our website and services are optimized for your use and future communications between you and us, we may save your user data in the form of cookies or similar technologies and use those cookies or similar technologies to collect standard Internet log information about how and when you access and use our website or services. This information may include your IP address and location data, weblogs, time zone, date, browser type and version, operating system, device type, screen resolution, language preferences, web addresses visited, other communication data, searches conducted and pages visited. We may also use cookies and other technologies in online advertising campaigns to track responses to our ads.
• Usage information: We also collect information about the way you use our website and services. For example, the site from which you came and the site to which you are going when you leave our website, how frequently you access our website or services, the pages you visit, time you spend on a page, the links you click on, search terms you use, products you view, items you add to your cart, purchase events and other actions you take on our website.
For more information on our use of cookies and similar technologies, see Section 6 below.
1.3 Information From Third Parties
We may collect your personal information from a third party if you have consented to such collection or we are otherwise exempted, required or permitted by applicable laws to do so. For example, we collect your personal information for third parties as follows:
• Payment processors: transaction confirmations and fraud-prevention data
• Shipping carriers: delivery status updates.
• Advertising and analytics partners: aggregated audience data and conversion attribution information.
• Social media platforms: when you interact with our content or click through to our site from social media.
If we collect your personal information from a third party, we will only process that information for the specific purpose for which it was provided to us in accordance with this Policy and the policy under which that information was collected.
2. How We Use Your Information
We may process the personal information we receive or collect for the following purposes:
• To verify and authenticate your identity;
• To operate, maintain and provide our website and services, and all features and functionality thereof, to you;
• To process and fulfill your orders, including payment processing, shipping, and customer service;
• To contact you concerning your purchases, including to send order confirmations, shipping notifications, and other transactional communications;
• To maintain accurate records;
• To respond to your inquiries, requests, and customer support tickets, and to otherwise provide you with requested information;
• To send marketing communications about products, promotions, and events, where permitted by law and consistent with your preferences;
• To solicit feedback from you about your satisfaction and experience with our website, products or services (including through occasional surveys);
• To personalize your experience on our website;
• To analyze user experience and improve our website, products and services;
• To measure and optimize the performance of our website and advertising campaigns;
• To carry out our obligation arising from any contracts or transaction entered into between you and us;
• To detect, investigate, and prevent fraud, security incidents, and other unlawful activity, and to safeguard our business interests;
• To comply with internal policies and procedures and other legal tax, accounting, security or consumer protection requirements;
• To collect debts owed to us;
• To enforce our Terms of Service and other agreements; and
• To manage or transfer our assets or liabilities (for example, in the case of an acquisition or merger, the provision of security for a credit facility or the change of a supplier of products or services).
We will not process your personal information for other purposes without your consent, except where required or permitted by law.
3. Consent
We will process your personal information only with your knowledge and consent, except where exempted, required or permitted by applicable laws. The form of consent may vary depending on the circumstances and the type of information being requested. Your consent may be express, with clear options to say “yes” or “no” (such as by being asked to check a box to indicate your consent), or implied (such as when you provide us with your email address through a form or email seeking information and we use those means to respond to your request). Taking into account the sensitivity of your personal information, purposes of collection, and your reasonable expectations, we will obtain the form of consent that is appropriate to the personal information being processed. When we process your personal information for a new purpose, we will document that new purpose and ask for your consent again.
You may refuse to provide consent or you may notify us at any time that you with to withdraw or change your consent to the processing of your personal information without penalty by (a) changing your privacy preferences through our website or services, (b) deleting your account on our website and stopping use of our website and services, or (c) option out of the use of your personal information by contacting our Privacy Officer (see Section 14 below). However, if you withhold, withdraw or change your consent, we may not be able to provide you with certain features or functionality of our website or services. Withdrawing your consent does not affect the lawfulness of any use or communication of your personal information by us up to that point, and does not oblige us to delete your personal information if we are otherwise allowed to retain it under applicable laws.
4. How We Share Your Information
We do not sell your personal information. We will not share your personal information with any third party, except as indicated in this Policy or as required or permitted by law.
To realize the purposes described in this Policy, we may share the information we receive or collect with our affiliates, business partners, employees, contractors and agents on an as-needed basis. We may also share your personal information for the purposes described in this Policy in the following ways:
4.1 Service Providers
We share information with third-party service providers we retain to help us operate our business, including:
• E-commerce platform provider: Shopify
• Payment processors: Shopify, Stripe
• Shipping & fulfillment providers: Canada Post, UPS, FedEx, Purolator
• Analytics service providers: Google, Shopify
• Advertising agencies/service providers: Meta, Google, TikTok Ads, Bing Ads, and LinkedIn Ads
Please note that we may add or change third-party service providers at any time, in our sole discretion, either in Canada, the United States or elsewhere. Our third-party service providers may be located outside of your jurisdiction or residence, and you acknowledge that personal information may be processed and stored in foreign jurisdictions with different privacy laws, and that governments, courts or law enforcement or regulatory agencies in those jurisdictions may be able to obtain disclosure of that personal information through the laws of the foreign jurisdiction.
4.2 Legal & Safety
We may disclose information when required to do so by law, court order, or other legal process; to respond to lawful requests from public authorities; to protect our rights, property, or safety, or those of our customers or others; and in connection with the investigation or prevention of fraud or unlawful activity.
4.3 Business Transfers
If we are involved in a merger, acquisition, financing, reorganization, bankruptcy, or sale of assets, we may share your information with third parties as part of that transaction, in accordance with applicable law, provided that the disclosed information continues to be used solely for the purposes permitted by this Policy by the party acquiring the information.
4.4 With Your Consent
We may share your information for any other purpose disclosed to you and with your consent.
5. Meta Pixel and Conversions API
Our website uses tracking technologies provided by Meta Platforms, Inc. ("Meta") — the parent company of Facebook and Instagram — to measure the effectiveness of our advertising, attribute conversions, and serve relevant ads to you on Meta's platforms.
5.1 What Meta Tools We Use
• Meta Pixel (client-side): A small piece of code embedded in our website that collects information about your browsing activity when you visit our website.
• Meta Conversions API (server-side): A direct, server-to-server connection between our Shopify store and Meta that sends event data (such as purchases) directly from our systems to Meta. This is operated through the Shopify Facebook & Instagram sales channel.
5.2 What Information Is Shared With Meta
Through the Meta Pixel and Meta Conversions API, we share the following categories of information with Meta:
• Hashed customer identifiers, such as email address and phone number, irreversibly hashed using SHA-256 before transmission;
• Browser and device information, such as IP address, user agent, browser type, click identifiers (fbc, fbp);
• Event data, such as page views, product views, cart additions, checkout initiations, purchases (including order value and currency), and other standard e-commerce events;
• Page URLs and referrer URLs from your visit; and
• Product information for items viewed or purchased (e.g., product ID, name, category).
5.3 Why We Share This Information
• To measure the effectiveness of our advertising campaigns on Facebook and Instagram.
• To attribute purchases and other conversions to specific ad impressions or clicks.
• To build custom audiences for retargeting (showing ads to people who have visited our site or taken specific actions).
• To create lookalike audiences (reaching new people similar to our existing customers).
• To improve the relevance of ads shown to you on Meta platforms.
5.4 Data Processing Roles
Us and Meta act as independent controllers for some processing activities and as joint controllers for others, in accordance with Meta's Controller Addendum. The specific allocation of responsibilities is described in Meta's Business Tools Terms.
5.5 How To Opt Out
You can opt out of or limit Meta's use of your information for advertising purposes through the following means:
• Adjust your Meta ad preferences in your Facebook or Instagram account settings: facebook.com/adpreferences
• Use industry opt-out tools such as the Digital Advertising Alliance: youradchoices.ca (Canada) or youradchoices.com (US).
• Decline non-essential cookies through our cookie consent banner (see Section 6).
• Use browser settings to block or delete cookies.
Please note that opting out does not prevent the display of all ads — you may continue to see ads that are not personalized to you.
6. Cookies and Tracking Technologies
6.1 What Are Cookies
Cookies are small text files placed on your device when you visit a website. We use cookies and similar technologies (such as web beacons, pixels, and local storage) to make our website work, to understand how visitors use our site, and to deliver relevant advertising.
6.2 Categories of Cookies We Use
• Strictly necessary: required for the website to function (e.g., shopping cart, checkout, login session). Cannot be disabled.
• Performance and analytics: help us understand how visitors use our website so we can improve it (e.g., Shopify Analytics, Google Analytics).
• Functional: remember your preferences (e.g., language, region).
• Advertising and targeting: used to deliver relevant ads and measure their effectiveness, including first-party cookies set by the Meta Pixel (“_fbp”), Google Ads, and other advertising partners.
6.3 First-Party Cookies Set By Meta Pixel
When you visit our website, the Meta Pixel sets a first-party cookie named “_fbp” on your device. This cookie allows us to attribute your activity on our site to ad impressions or clicks on Meta platforms. The cookie has a default lifespan of 90 days.
6.4 Managing Cookies
You can manage your cookie preferences at any time through:
• Our cookie consent banner (where applicable).
• Your browser settings (most browsers allow you to block, delete, or be notified about cookies).
• Industry opt-out tools: youradchoices.ca, youradchoices.com.
Please note that if you refuse to allow cookies, you may not be able to use certain features or functionality of our website.
6.5 Third-Party Analytics and Tools
We may use third-party tools, such as Google Analytics, which are operated by third-party companies. These third-party analytics companies may use cookies, pixels and other similar tools to collect usage data about our website or services to provide us with reports and metrics that help us evaluate usage of our website and services and improve performance and user experiences. To learn more about Google’s privacy practices, please review the Google Privacy Policy at https://www.google.com/policies/privacy/partners/. You can also download the Google Analytics Opt-out Browser Add-on to prevent data from being used by Google Analytics at https://tools.google.com/dlpage/gaoptout.
6.6 Third-Party Advertising
We may work with third parties, such as ad networks, channel partners, mobile ad networks, analytics and measurement services and others (“third-party ad companies”) to personalize content and display advertising within our website or services, as well as to manage our advertising on third-party sites, mobile apps and online services. We may share certain information with these third-party ad companies, and we and them may use cookies, pixel tags, and other tools to collect usage and browsing information within our website or services, as well as on third-party sites, apps and services, such as IP address, location information, device ID, cookie and advertising IDs, and other identifiers, as well as browsing information. We and these third-party ad companies use this information to provide you more relevant ads and content within our website or services and on third-party sites, apps and services, and to evaluate the success of such ads and content.
Some of these third-party ad companies may also use the information they collect through our website or services for their own independent purposes and subject to their own privacy policies, including to improve their own products and services, to build and maintain user profiles, to personalize advertisements they serve on our behalf, and for their own analytics and market research. In such cases, these third parties act as independent controllers of your information rather than as service providers acting solely on our behalf.
These third-party ad companies include Meta, whose Meta pixels we use for the purposes described above, and Meta may use for its own purposes. Meta’s privacy policy for the processing or personal information in connection with this activity can be found here: https://www.facebook.com/privacy/policy/
7. Your Privacy Rights
You have certain rights in relation to your personal information, the extent and applicability of which may vary depending on your jurisdiction of residence.
7.1 Canadian Residents
Under the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy laws (including Quebec's Law 25), you have the right to:
• Access: You have the right to access the personal information we hold about you. Upon your written request, we will provide you your personal information in our possession or under our control. We will also provide you information about the ways in which that information is being used and a description of the individuals or organizations to whom that information has been disclosed. Where permitted by applicable law, we may charge you a reasonable fee for production of copies of your personal information. Access may be declined where permitted or required by applicable law. If access cannot be provided, we will notify you, in writing, within 30 days of the reasons for the refusal.
• Correction: We will make a reasonable effort to ensure that personal information we are using or disclosing is accurate and complete. If you demonstrate the inaccuracy or incompleteness of your personal information, we will amend the information as required. If appropriate, we will send the amended information to third parties to whom the information has been disclosed. If a challenge regarding the accuracy of your personal information is not resolved to your satisfaction, we will annotate the personal information in our possession or under our control with a note that the correction was requested but not made.
• Withdrawing Consent: You have the right to withdraw your consent to our use, communication or further processing of your personal information at any time after you have consented, as further detailed in Section 3 above.
If you are a resident of the Province of Quebec, you have the following rights, in addition to those identified above:
· Data Portability: You have the right to obtain a machine-readable copy of your personal information that we hold or to have us transfer it to another third party of your choice.
· De-indexation: You have the right to request, in certain circumstances, that we cease disseminating your personal information or to de-index any hyperlink that allows access to that personal information by technological means, if such dissemination contravenes applicable law.
7.2 California Residents
If you are a California resident, you have the right to:
• Know what personal information we collect, use, disclose, and sell.
• Request access to specific pieces of personal information we hold about you.
• Request deletion of your personal information.
• Correct inaccurate personal information.
• Opt out of the "sale" or "sharing" of personal information (note: we do not sell personal information for monetary consideration, but the sharing of information with advertising partners such as Meta may constitute "sharing" under CPRA).
• Limit use of sensitive personal information.
• Non-discrimination for exercising your rights.
7.3 How To Exercise Your Rights
To exercise any of these rights, please contact us at privacy@candrone.com. We may need to verify your identity before fulfilling your request. We will respond within the timeframes required by applicable law (typically 30 days).
8. Data Retention
We will delete, destroy, erase or make anonymous (to the extent permitted by applicable law and in accordance with the requirements thereof) documents or other records containing personal information as soon as the original purpose for which it was collected is no longer being served by retention of the information and retention is no longer required for a legal or business purpose.
Notwithstanding the foregoing, we will keep personal information used to make a decision affecting you for at least one year after using it to make the decision.
9. International Data Transfers
We are based in Canada, but our service providers and advertising partners may process your information in other countries, including the United States and the European Union. When we transfer your personal information internationally, we rely on appropriate safeguards including:
• Standard Contractual Clauses approved by the European Commission.
• Adequacy decisions where applicable.
• Service provider data processing agreements that provide protections substantially similar to those required under PIPEDA and other applicable laws.
By using our services, you acknowledge that your information may be transferred to and processed in countries outside your country of residence.
10. Security
We implement reasonable administrative, technical, and physical safeguards designed to protect your personal information against loss, theft and unauthorized access, collection, use, disclosure, copying, alteration, or destruction. These include:
• Encryption of data in transit (TLS/HTTPS across our website and checkout).
• Use of PCI-DSS compliant payment processors — we do not store full payment card numbers on our systems.
• Access controls and authentication for our internal systems.
• Regular security reviews and monitoring.
We will take necessary measures, through contractual or other means, to ensure that our third-party service providers implement an equivalent level of protection.
No method of transmission or storage is 100% secure. As such, despite our safeguards and protocols, we cannot fully guarantee the security of your personal information and you should always exercise caution when disclosing personal information over the Internet.
In the event of a data breach that creates a real risk of significant harm, we will notify affected individuals and applicable regulators as required by law.
11. Children's Privacy
Our website, products and services are not directed to users who are under the age of majority in their jurisdiction of residence. We do not knowingly collect personal information about any minor and no minor, nor any parent or guardian as it relates to such minor, should submit such minor’s personal information to us through our website or otherwise for any reason and under any circumstances. By using our website or services, you are representing that you are at least the age of majority in your jurisdiction of residence.
If you believe that a minor has provided us with personal information without parental consent, please contact us at privacy@candrone.com and we will take steps to delete it.
12. Third-Party Links
Our website may contain links to third-party websites, plugins, and applications (including social media platforms) (“Third-Party Services”) which are provided or made available solely for convenience and information. When you click on one of those links you are contacting those Third-Party Services. We do not endorse and are not responsible or liable for, nor do we have any control over, those Third-Party Services or their content, or the privacy practices of those third parties. We encourage you to review their privacy policies before providing them with personal information.
13. Changes to This Policy
This Policy was last updated on the “Effective Date” set out at the beginning of this Policy.
We may update this Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors. We therefore encourage you to periodically review this Policy to ensure you are aware of any changes. When we make material changes, we will update the "Effective Date" at the top of this Policy and, where appropriate, notify you through our website, email, or other reasonable means. Any change to this Policy will apply to existing information, as well as information collected after the effective date of such changes. Your continued use of our website or services after the effective date of any changes to this Policy constitutes your acceptance of such changes.
14. Contact Us
If you have questions, concerns, or requests regarding this Policy or our handling of your personal information, please contact our Privacy Officer at privacy@candrone.com
If you are not satisfied with our Privacy Officer’s response, you may file a complaint under applicable privacy laws. Our Privacy Officer will provide you with the contact information to do so if requested.
