Privacy Policy
At PhoenixSupplies we know how important it is
to protect your personal information. Whether you are shopping with us online
or in person we want to make every customer experience safe and secure. In
keeping with that goal, we have developed this Privacy Policy to explain our
practices for the collection, use, and disclosure of your personal information.
This Policy applies to our retail stores, our
Web Sites, mobile apps, call centres and all other channels in which
PhoenixSupplies collects and uses your personal information. All references to
"Web Sites" in this Privacy Policy mean www.PhoenixSupplies.ca, or other
PhoenixSupplies provided Web sites or mobile apps where this Privacy Policy is
posted. PhoenixSupplies , PhoenixSupplies.ca, and geeksquad.ca are divisions of
Longueuil-based PhoenixSupplies Inc., a subsidiary of PhoenixSupplies Inc.
What we collect
The types of information we collect depend on
the nature of your interaction with us.
Personal information
Personal information is information that can
identify an individual or information about an identifiable individual. We may
collect personal information such as:
· your contact information - e.g., name, postal
address, telephone number, and email address;
· your personal preferences - e.g., product wish
lists, language preferences, and marketing consent
· your transaction information - e.g., products
purchased, method of payment, amount paid, signature, and credit or debit card
number.
In addition, we may collect the following types
of information:
· we may ask you for your postal code, for
example, to assist us with market research, planning our flyer distribution,
and other marketing communications;
· we may collect certain data when you visit our
Web Sites, such as your IP address, the type of browser you are using or the
referring URL; or
· we may collect and summarize customer
information in an aggregate format for internal statistical and research
purposes. We may, for example, summarize our data to determine that a certain
percentage of contest entrants are male, aged 18 to 25.
You may choose not to provide us with your
personal information. However, if you make this choice we may not be able to
provide you with the product, service, or information that you requested.
Supplementing Information
From time to time we may supplement information
you give us with information from other sources, such as information validating
your address or other available information you have provided us. This is to
help us maintain the accuracy of the information we collect and to help us
provide better service.
How we collect and use information
Collected from you
Listed here are some further examples of the
ways that we collect personal information directly from you and how we use it.
In-Store and Online Purchases
When you purchase a product or service from
PhoenixSupplies or a Web Site, you may need to provide us with contact and
payment information (such as credit card information) so that we can process
your request or complete your transaction and communicate with you regarding
your purchase. We may also need to collect contact information to provide
certain services, including delivery services, reserve and pick-up, product
servicing, in-home consultations or installations, and extended warranty
coverage. If you provide us your email address, we will also collect your email
address for the purpose of sending you an e-receipt. We also may use your
contact information to send you promotional information. You can opt-out by
following the instructions under “Unsubscribe” below.
Returns and Exchanges
Our goal is to ensure that you are completely
satisfied with your purchase and to this end, PhoenixSupplies offers a Return
Policy. For PhoenixSupplies to continue to offer our Return Policy, we ask for
personal information such as your name, address, and telephone number for the
purposes of detecting and preventing fraud. You may also be asked to produce
photo ID for verification purposes only.
Insurance Replacement
When working to replace goods that are covered
under your insurance policy, we will need some basic information, such as your
contact information, insurance claim number, and the name of your claim
adjuster, so we can process your quote in a timely manner and bill your
insurance company directly for you.
Purchase Follow-Up, Surveys, and Customer
Research
Following a purchase, we may send you a
follow-up letter to thank you for your business, or we may contact you to
ensure that you are completely satisfied with the delivery, setup, or
installation of your new product.
We may use contact information collected
in-store, online, or via our call centres to conduct occasional surveys and
other customer research. These surveys are entirely voluntary and you may
easily decline to participate. The information obtained through our surveys and
customer research is used to help us understand our customers, to enhance our
product and service offerings, promotions and events, and/or to assist in the
selection of store locations.
Online Accounts
To engage in certain special features or
functions of our Web Sites, or to order products and services from our Web
Sites, you may be asked to provide certain personal information, such as your
name, email address, postal address, telephone number, or payment card
information. We use this information to create your account, process your
payment, contact and correspond with you about your order, respond to your
inquiries, and monitor functions of our Web Sites that you choose to use, such
as Customer Reviews. If you purchase an e-gift card, we collect the recipient’s
name, email address and any message you provide in order to send the gift card
on your behalf. We rely on you to ensure that you have obtained all necessary
consents to provide this information to us.
If you choose to ship an order to a third party,
you represent and warrant that you have obtained all necessary consents from
the third party to permit PhoenixSupplies to collect, use, and disclose the
third party’s personal information for the purposes of fraud prevention and
processing and shipping the order.
Customer Reviews
The Customer Review functionality is provided as
a rating system that offers you the chance to share your thoughts on a product.
These reviews are accessible to all Web Site visitors so please use discretion
when posting information to them and do not post personal information.
Newsletters or Updates
PhoenixSupplies offers a variety of newsletters
and promotional communications. If you sign-up or are subscribed for our
newsletter or other promotional communications, we will send you communications
that may be tailored based on your interests, preferences and behaviour. You
may choose to stop receiving these communications at any time. Each marketing
or promotional message we send to you will include a link or other method to
quickly and easily unsubscribe and decline further similar messages. You may
also use the unsubscribe link included below under the heading
"Unsubscribe.”. Please note that even if you unsubscribe from receiving
our promotional communications, you may continue to receive certain
transactional or account-related communications from us. Our subscriber list is
not sold or rented to other parties.
Participate in a Contest or Promotion
From time to time, we may run contests or
promotions. If you participate, you may be asked for contact information as
well as additional optional survey information (for example, product
preferences). Personal information from contest entries will be used to
administer the contest and contact you if you win. For internal research and
analysis purposes, we may also summarize contest survey information in an
aggregated manner. All contests and promotions are subject to this Privacy
Policy and the rules that will be available with each particular campaign. Some
contests are conducted by third parties and will be subject to the third
parties’ policies.
Email a Friend
While visiting our Web Sites you may choose to
use the "Email a Friend" tool which allows you to inform a friend
about products of interest to you. The information you provide will be used to
send a one-time email to your friend, inviting them to our Web Sites. We will
not add your friend to a mailing list and will not send them further email
unless they choose to receive such communications from us or where otherwise
legally permitted. If you provide us with personal information concerning
another individual (e.g., email address), you represent and warrant that you
have a personal or family relationship with the recipient and obtained all
necessary consents from that individual to enable us to use that personal
information for the identified purpose.
Subscription Services and Activations
PhoenixSupplies may offer activation of certain
products and services like cellular plans, satellite services, Internet
services or smart-home services. These activations may require that certain
contact and financial information be collected and provided by PhoenixSupplies
to the respective service providers as part of the activation process.
Call Centres
PhoenixSupplies operates customer support call
centres to accept and address your questions, concerns, or complaints. When you
contact our call centres, we may ask for personal information to help us
respond to your inquiry or to verify your identity. For example if you have a
question about the status of a recent online order, we will ask for personal
information to verify that you are the account holder. We may also monitor or
record your telephone discussions with our customer support representatives for
training purposes and to ensure service quality. If you do not want your call
to be monitored and recorded, please let us know and we will provide you with
an alternative means of communicating with us.
In-store Video Surveillance
PhoenixSupplies retail stores are under video
surveillance for safety and loss prevention purposes. The recorded images of
our customers are viewed only when required. There may also be occasion where
video footage is used for general demographic or traffic flow analysis.
Collected automatically
In some cases, we automatically collect certain
information.
Our Web Sites
Our Web Sites can be browsed without you
providing us with any personal information. However, when using our Web Sites,
we may collect the Internet Protocol (IP) address of your computer, the IP
address of your Internet Service Provider, the date and time you access our Web
Sites, the Internet address of the Web site from which you linked directly to
our Web Site, the operating system you are using, the sections of the Web Site
you visit, the Web Site pages read and images viewed, and the content you
download from the Web Site. This information is used for Web Site and system
administration purposes, to understand Web Site activity and to improve the Web
Sites.
Cookies, Tracer Tags and Web Beacons
The Web Sites use "cookies", a tiny
element of data that our Web Sites can send to your browser, which may then be
stored on a Web Site user's computer to permit the Web Site to recognize future
visits using that browser. Cookies enhance the convenience and use of the Web
Site. For example, the information provided through cookies is used to recognize
you as a previous user of the Web Site (so you do not have to enter your
language preference every time), to offer personalized Web page content and
information for your use, to track your activity at the Web Site, to respond to
your needs, and to otherwise facilitate your Web Site experience. You may
choose to decline cookies if your browser permits, but doing so may affect your
use of the Web Site and your ability to access certain features of the Web Site
or engage in transactions through the Web Site. Our Web Sites or email
communications may also use a technology such as "tracer tags" or
“Web Beacons”. This technology allows us to understand which areas of our
emails you click on and our behaviour on our Web Sites, such as which pages you
visit. These tracer tags are used to help us optimize and tailor our Web Site
for you and other future visitors to our Web Site, and to help provide you with
email content and ads tailored to your interests.
Web Site Tracking Information
We may use web beacons or pixel tags to compile
tracking information reports regarding Web Site user demographics, Web Site
traffic patterns, and Web Site purchases. We may then provide these reports to
advertisers and others. For our own research purposes we may link tracking information
with personal information voluntarily provided to us. Once such a link is made,
all of the linked information is treated as personal information and will be
used and disclosed only in accordance with this Privacy Policy.
Interest-Based Advertising
We or third parties such as ad networks and
other advertising companies may serve advertisements on our Web Sites and on
other websites and social networking sites. We or those third parties may use
cookies, tracer tags or web beacons to report certain information about your
visits to our Web Sites and other websites, such as web pages you visit and
your response to ads, in order to measure the effectiveness of our marketing
campaigns, better understand our users and to deliver ads that are more
relevant to you, both on and off our Web Sites. PhoenixSupplies adheres to the
Digital Advertising Alliance of Canada’s (DAAC) Self-Regulatory Principles for
Online Behavioural Advertising. To learn more and to opt-out of having your
information used by participating companies for online behavioural advertising
purposes, please visit http://youradchoices.ca/choices. Please note that if you
choose to opt-out you must opt-out of each web browser on each computer, mobile
device and tablet you use. If you opt-out of receiving interest-based ads, you
will continue to receive advertising, but it will not be based on online
behavioural information about you. We may also use services provided by
third-party platforms, including social networking platforms, to serve you
tailored ads. We do this by providing a hashed version of your email address or
other information to the platform provider. To opt-out of this type of tailored
advertising, please contact us as set out below under the heading “Unsubscribe”.
Social Media
We may offer you the opportunity to engage with
our content on or through third-party social networking websites, plug-ins and
applications. When you engage with our content on or through third-party social
networking websites, plug-ins and applications, you may allow us to have access
to certain information associated with your social media account (e.g., name,
username, email address, profile picture, gender) to deliver the content or as
part of the operation of the website, plug-in or application. When you provide
information from your social media account, we may use this information to
personalize your experience on the Web Site and on the third-party social
networking websites, plug-ins and applications, and to provide you with other
products or services you may request.
Links to Other Web Sites
Our Web Site may contain links to other Web
sites or Internet resources which are provided solely for your convenience and
information. When you click on one of those links you are contacting another
Web site or Internet resource. PhoenixSupplies has no responsibility or
liability for, or control over, those other Web sites or Internet resources or
their collection, use and disclosure of your personal information. We encourage
you to read the privacy policies of those other Web sites to learn how they
collect and use your personal information.
How else we use the information we collect
In addition to the uses described above,
PhoenixSupplies may use your personal information for a number of different
business purposes, for example to:
· fulfill orders and requests for products,
services or information;
· process returns, exchanges and layaway requests;
· detect and protect against fraud and error;
· establish and manage your accounts with us;
· track and confirm online orders;
· deliver or install products;
· track and analyze your purchases and preferences
to better understand your product and service needs and eligibility;
· market and advertise products and services;
· communicate things like special events,
promotions and surveys;
· tailor our online content or in-store offerings
to you based on your interactions with us and your preferences;
· conduct research and analysis;
· operate, evaluate and improve our business; and
· for other purposes as described in this Privacy
Policy.
When is Your Information Removed?
We keep your information only as long as we need
it for legitimate business purposes and to meet any legal requirements. We have
retention standards that meet these parameters. We destroy or erase your
information when it is no longer needed, or we remove your personally
identifiable information to render it anonymous.
How we share your information
PhoenixSupplies does not sell or rent our
customers’ personal information to any other party. However, in the normal
course of business we may share some of your personal information within our
corporate family and with third parties acting on our behalf or as permitted or
required by applicable law.
Our affiliates and third party service providers
may be located outside of Canada (including in the United States) and this may
result in personal information collected by PhoenixSupplies being stored or
processed outside of Canada and, as a result, your personal information may be
accessible to law enforcement, courts and regulatory authorities in accordance
with the law of these foreign jurisdictions.
Service Providers
PhoenixSupplies may use third parties to manage
one of more aspects of our business operations, including the processing or
handing of personal information. When we do use an outside company, we use
contractual or other appropriate means to ensure that your personal information
is used in a manner that is consistent with this Privacy Policy.
For example, we may share personal information
with third parties to perform services on our behalf such as: fulfilling online
orders, processing non-cash payments, sending marketing communications,
servicing products, conducting research surveys, verifying and validating
information that you have provided to us, delivering products, and providing
customer support services.
PhoenixSupplies has taken precautions to prevent
the fraudulent use of your information on our Web Sites. PhoenixSupplies has
adopted industry standard authentication procedures to ensure your protection
while shopping with us online. This includes, but is not limited to, contacting
financial institutions or credit reporting agencies to ensure the authenticity
of your credit card and to validate your credit card billing information.
Information Shared Amongst PhoenixSupplies , its
Corporate Parents, Affiliates, Subsidiaries and Divisions
PhoenixSupplies may share personal information
gathered on our Web Sites with PhoenixSupplies retail stores (and vice versa)
and amongst our corporate parents, subsidiaries, affiliates or divisions for
internal business purposes in accordance with this Privacy Policy. If
PhoenixSupplies shares your information within its corporate family, we will
ensure that your information continues to be used only in accordance with this
Privacy Policy.
Product Safety Recalls
In the event we receive notice from a
manufacturer of a product safety recall, we may provide your contact
information, limited to name, address, and telephone number, to the
manufacturer so that they may notify you of the recall and supply details of
any replacement or repair programs. This transfer or your contact information
will occur only for recalls that may impact your personal safety or impair the
functionality of the product you purchased from us.
Sale or Transfer of all or part of
PhoenixSupplies
Any information we have about you may be
transferred or disclosed to a purchaser or prospective purchaser in the event
of a sale, assignment, or other transfer of all or a portion of our business or
assets. Should such a transfer occur, we will use reasonable efforts to try to
ensure that the transferee uses your information in a manner that is consistent
with this Privacy Policy unless otherwise permitted or required by applicable
law.
Legal Disclosure
PhoenixSupplies and its Canadian, US and other
service providers or affiliates may disclose your information as permitted or
required by applicable law. For example, we may be compelled to release information
by a court of law or other person or entity with jurisdiction to compel
production of such information. If we have reasonable grounds to believe
information could be useful in the investigation of unlawful activity, we may
disclose information to law enforcement agencies or other appropriate
investigative bodies. We may also disclose personal information to other
organizations in the case of investigating a breach of an agreement or
contravention of law or detecting, suppressing or preventing fraud.
How we protect your information
The security of your personal information is a
high priority for PhoenixSupplies. We maintain appropriate physical, technical
and administrative safeguards and industry-standard security standards in an
effort to protect your personal information in our custody and control, whether
recorded on paper or captured electronically, against unauthorized access,
disclosure, or misuse. For example, electronic records are stored in secure,
limited-access servers; we employ technological tools like firewalls and
passwords; and we ensure our employees are trained on the importance of
maintaining the security and confidentiality of personal information.
Encyption Technology
Our Web Sites use encryption technology to
protect your personal information during data transport. Such technology
encrypts ordering information such as your name, address, and credit card
number.
Choosing a Password
When you create an online account on our Web
Sites, you need to select a personal password. To maximize your level of
protection, you should choose at least 6 characters including a combination of
both letters, numbers and special characters and a mix of upper and lower case
letters. You are solely responsible for maintaining the secrecy of your
password and any account information. PhoenixSupplies will never send an
unsolicited communication asking you for your password.
How you can verify your information
You may check your information to verify,
update, or correct it. If you created an account on one of our Web Sites, you
can access and change your online account profile yourself. You can also ask to
access or review any of the information in our records, how we have used it,
and to whom we have disclosed it at any time by contacting us as indicated below
under the heading "Contacting PhoenixSupplies ". Subject to certain
exceptions prescribed by law, and provided we can authenticate your identity,
you will be given reasonable access to your personal information, and will be
entitled to challenge the accuracy and completeness of the information and to
have it amended as appropriate.
Data on Returned Product
When returning products which may contain stored
or recorded personal information, like computers, tablets, mobile devices,
smart devices, digital cameras, etc., you are responsible for deleting or
removing all personal information and media from your product before you return
it. PhoenixSupplies is not responsible for any use by a third party of personal
data or media left behind on a returned item.
Unsubscribe
If you no longer wish to be contacted regarding
promotions, new product and entertainment releases and how to make the most of
the latest technology. Please note that you may continue to receive
certain transactional or account-related email messages.
How to contact us
PhoenixSupplies is responsible for all personal
information under its control. Our Privacy Manager is accountable for
PhoenixSupplies 's compliance with the principles described here. If you have
any questions, concerns or complaints about the privacy practices of our
organization or would like information on our use of service providers located
outside of Canada please contact us at the following:
Email: info@phoenixsupplies.ca (please read the Important Reminder
below)
Telephone: 1-866-237-8289
Mail: PhoenixSupplies
Inc.
Attention: Privacy
Manager
655 Jean-Paul Vincent
Suite GHA
Longueui, QC, J4G1R3
We will respond to your request or investigate
your concern as quickly as we can, but no later than 30 days from the date of
receipt of your query.
Important Reminder about email communications:
Please remember that email sent over the public
Internet is not secure. If you send an email directly to us from your own email
account the contents will not be encrypted. We strongly recommend that you do
not send sensitive information (like a credit card number) to us via
unencrypted email. PhoenixSupplies is not responsible for any transmission by
you of any personal information over the public Internet.
Last update: Feburary 2019
To accommodate changes in our services, personal information practices, changes in technology, and legal developments, this Privacy Policy may change over time without notice to you. We may add, change, or remove portions of the Privacy Policy when we feel it is appropriate to do so. We encourage you to review our Privacy Policy periodically. Each time you submit personal information or use our services you agree to be bound by the then current terms of the Privacy Policy. Whenever we update the Privacy Policy we will change the date to indicate when the changes were made.