Privacy Policy

What we collect, why, who sees it, and how to make us delete it.

FrostPepper Labs Inc. ("we", "us") is the organisation responsible for the personal information described here. We handle it in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and, where applicable, provincial privacy legislation and United States state privacy laws.

What we collect

• When you order: name, email, shipping and billing address, phone number, and what you bought. Payment card details go directly to our payment processor — we never see or store your full card number.
• When you create an account: the above plus your password (stored hashed, never in readable form) and your order history.
• When you join the Inner Circle: your email address, and your first name and city if you give them.
• When you contact us: whatever you put in the message, and your email address so we can reply.
• Automatically, when you browse: IP address, browser and device type, pages viewed, referring site, and time spent. This comes from cookies and similar technologies.
• Your On Ice list: stored in your own browser by default. It does not reach our servers unless you are signed in and cross-device sync is switched on for your account.

Why we collect it

• To take, process, pack and ship your order, and to handle returns.
• To answer your questions and provide support.
• To send you the emails you asked for, and to stop sending them when you unsubscribe.
• To detect and prevent fraud and abuse.
• To understand which pages and products people actually use, so we build better ones.
• To meet our legal obligations, including tax and customs record-keeping.

We do not sell your personal information. We do not share it with third parties for their own marketing.

Consent

We collect and use your information with your consent, which you give by placing an order, creating an account, or signing up for email. You can withdraw consent at any time — see "Your choices" below. Withdrawing consent may mean we can no longer provide certain services, such as fulfilling an open order.

Marketing email is sent in accordance with Canada's Anti-Spam Legislation (CASL). We send it only with your express consent, we identify ourselves in every message, and every message carries a working one-click unsubscribe that we honour within 10 business days — in practice, immediately.

Who we share it with

Only with service providers who need it to do a job for us, and only the minimum they need:

• Shopify Inc. — our ecommerce platform, which hosts this store and processes orders. Shopify's own privacy policy governs its handling of that data.
• Payment processors — to take payment and to handle chargebacks.
• Shipping carriers — name, address and phone number, so they can deliver the parcel.
• Email service provider — to send order confirmations and the emails you subscribed to.
• Analytics providers — aggregate and pseudonymised usage data.

We may also disclose information where we are legally required to, or to establish or defend a legal claim.

Where your information is stored

Our platform and service providers store data in Canada, the United States, and other countries. Information stored outside Canada is subject to the laws of the country it is stored in, and may be accessible to law enforcement and national security authorities of that country. By using this store you consent to that transfer.

How long we keep it

• Order records: seven years, as required by Canadian tax and customs law.
• Account information: until you ask us to delete it.
• Email subscription: until you unsubscribe, then a suppression record so we do not accidentally email you again.
• Support correspondence: two years.
• Analytics data: 26 months.

Your choices and rights

You may, at any time:

• Access the personal information we hold about you.
• Correct anything inaccurate or incomplete.
• Delete your information, except where we are legally required to keep it.
• Withdraw consent to marketing, or to processing generally.
• Receive a copy of your information in a portable format.
• Complain to us, and then to the Office of the Privacy Commissioner of Canada if you are not satisfied.

If you are a resident of California, Colorado, Connecticut, Virginia or another US state with comparable legislation, you have equivalent rights under that legislation, including the right not to be discriminated against for exercising them. We do not sell or share personal information as those terms are defined in the California Consumer Privacy Act.

To exercise any of these, email query@frostpepperlabs.com . We respond within 30 days and may ask you to verify your identity first.

Cookies

We use cookies that are strictly necessary to run the store (cart contents, sign-in state, security), and optional cookies for analytics and marketing measurement. You can refuse optional cookies through the cookie banner or your browser settings; the store will still work. Blocking strictly necessary cookies will break checkout.

Children

This store is not directed at children and we do not knowingly collect personal information from anyone under 16. If you believe a child has given us information, email us and we will delete it.

Security

All traffic is encrypted in transit with TLS. Payment card data is handled by PCI-DSS compliant processors and never touches our systems. Access to customer data inside our organisation is limited to people who need it to do their job. No system is perfectly secure; if a breach occurs that creates a real risk of significant harm, we will notify affected individuals and the Privacy Commissioner as PIPEDA requires.

Changes

If we change this policy materially we will post the new version here with a new effective date and, where the change affects how we use information you already gave us, email you about it.

Contact

FrostPepper Labs Inc.
[BUSINESS ADDRESS]
Toronto, Ontario [POSTAL CODE]
Canada
[SUPPORT EMAIL]
[PHONE]