Privacy Policy

Privacy Policy

Effective date: July 28, 2026
Last updated: July 28, 2026

Yaletown Floor (“Yaletown Floor”, “we”, “us”, or “our”) respects your privacy. This Privacy Policy explains what personal information we collect when you visit yaletownfloor.com, shop with us online, visit our showroom, request a consultation or quote, or otherwise deal with us — and how we use, share, protect, and retain that information, and what choices you have.

This policy applies to our website, our showroom and warehouse operations, and our sales, consultation, delivery, and installation services. It does not apply to third-party websites we link to, which have their own privacy policies.

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), Quebec’s Act respecting the protection of personal information in the private sector (as amended by Law 25) where it applies to Quebec residents, and Canada’s Anti-Spam Legislation (CASL). We also extend certain rights to residents of California, as described in the “California residents” section below.

Quick summary

  • We collect what we need to sell you flooring, quote a job, deliver it, install it, and support you afterward.
  • We use cookies and analytics and advertising tags — including Google Tag Manager and the Meta (Facebook) Pixel — to understand how our site is used and to show you relevant ads.
  • We do not sell your personal information for money. Our advertising cookies may count as “sharing” under California law, and you can opt out.
  • Your information is stored and processed in Canada and the United States.
  • You can ask us for a copy of your information, ask us to correct it, withdraw your consent, or unsubscribe at any time.
  • Reach our Privacy Officer at info@yaletownfloor.com or 604-558-2195.

1. Personal information we collect

a. Information you give us directly

  • Order and account information: your name, billing address, shipping or job-site address, email address, and telephone number.
  • Payment information: handled by our payment processors. We receive confirmation of payment, the card type, and the last four digits — we do not store your full card number on our systems.
  • Consultation, quote, and measurement information: the details you give us about your project, including room dimensions, floor plans, photographs of your space, property type, sub-floor conditions, timelines, and budget.
  • Installation and delivery information: access instructions, parking or loading details, buzzer or unit numbers, strata or building contacts, and preferred appointment windows.
  • Sample and pricing requests: including “Call for Price” enquiries and dealer or trade account enquiries.
  • Customer service and warranty information: the content of your emails, phone calls, chat messages, and any documents or photos you send us in support of a return, claim, or warranty request.
  • Marketing preferences: your email address and consent status when you subscribe to our newsletter or promotions.
  • Product reviews: the name, email address, rating, and review text you submit through our reviews platform.

b. Information collected automatically when you use our site

  • Device and connection information: IP address, browser type and version, operating system, device type, screen size, language, and time zone.
  • Usage information: the pages and products you view, the collections you browse, search terms you enter, referring website, links you click, the flooring calculator inputs you enter, items added to cart, and the date, time, and duration of your visit.
  • Cookie and identifier information: cookies, pixels, tags, local storage, and similar technologies set by us and by our service providers. See section 5.

c. Information we receive from others

  • Payment and fraud-screening results from Shopify and our payment providers, including risk indicators on an order.
  • Delivery status and proof-of-delivery information from shipping carriers and freight companies.
  • Advertising and audience information from Meta and Google, such as which campaign or ad brought you to our site.
  • Referral information from dealers, builders, designers, or contractors who refer a project to us.

2. Why we collect it and how we use it

Under BC PIPA and PIPEDA we only collect, use, and disclose personal information for purposes a reasonable person would consider appropriate in the circumstances. We use your personal information to:

  • process, fulfill, ship, deliver, and install your order, and to issue invoices, order confirmations, and receipts;
  • prepare estimates and quotes, schedule in-store, at-home, and virtual consultations, and take or verify measurements;
  • take payment and process refunds, exchanges, and returns under our Returns & Refunds policy;
  • coordinate with the installers, contractors, and freight carriers working on your job;
  • answer your questions and provide customer support, warranty service, and claims handling;
  • screen orders for potential fraud, chargeback risk, and abuse, and to protect our site and our customers from malicious traffic;
  • operate, maintain, secure, and improve our website, including diagnosing technical problems and measuring site performance;
  • understand which products, collections, and pages our customers are interested in, so we can improve our range and merchandising;
  • send you marketing emails, promotions, and product news where you have consented, and to measure how those messages perform;
  • show you relevant advertising on other platforms and measure the effectiveness of our advertising;
  • publish product reviews you have submitted; and
  • comply with our legal, tax, accounting, and regulatory obligations, and to establish, exercise, or defend legal claims.

We will not use your personal information for a new purpose that is materially different from those listed above without first obtaining your consent, unless we are permitted or required by law to do so.

3. Consent

In most cases we rely on your consent to collect, use, and disclose your personal information. Depending on the sensitivity of the information and the circumstances, that consent may be express (for example, when you tick a box to join our mailing list) or implied (for example, when you place an order and we use your address to ship it).

You may withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice. Contact our Privacy Officer using the details in section 13. Please note that if you withdraw your consent to the collection and use of information we need in order to fulfill an order or provide a service, we may not be able to continue providing that order or service to you.

In limited circumstances, the law permits us to collect, use, or disclose personal information without consent — for example, to investigate a breach of an agreement or a contravention of law, to collect a debt owed to us, in an emergency threatening someone’s life, health, or security, or where required by a court order, subpoena, or other lawful authority.

4. Who we share your information with

We do not sell your personal information. We share it only as described below, and we require our service providers to protect it and to use it only for the purposes we have specified.

Service providers we rely on

Provider What it does for us What it receives
Shopify Inc. Hosts our online store, processes checkout and orders, and provides store analytics Order, contact, delivery, and browsing information
Payment providers (including Shop Pay, Apple Pay, and Google Pay) Process payments and authenticate transactions Payment credentials, billing details, and transaction amounts
Google (via Google Tag Manager, and the Google analytics and advertising tags we deploy through it) Website analytics, conversion measurement, and advertising Device, cookie, and usage information
Meta Platforms (Meta / Facebook Pixel) Advertising, audience building, and conversion measurement Device, cookie, and usage information, and events such as page views and purchases
Judge.me Collects, hosts, and displays product reviews Reviewer name, email address, order details, and review content
PrintGrid Powers our flooring quantity and pricing calculator Calculator inputs and technical request information
Blockify (IP Blocker) Blocks fraudulent and abusive traffic IP address and technical request information
Shipping carriers, freight companies, and delivery contractors Deliver your order Name, delivery address, phone number, and delivery instructions
Installers and trade contractors Measure and install your flooring Name, job-site address, phone number, and project details
Suppliers and manufacturers Fulfill special, custom, and container orders, and handle warranty claims Order details and, where required for a claim, your name and contact information

Other disclosures

  • Legal and regulatory: we may disclose personal information to comply with applicable law, a subpoena, search warrant, court order, or other lawful request, or to protect our rights, property, or safety, or that of our customers or the public.
  • Professional advisors: our accountants, auditors, insurers, and lawyers, where necessary and subject to confidentiality obligations.
  • Business transactions: if Yaletown Floor is involved in a merger, acquisition, financing, reorganization, or sale of assets, personal information may be disclosed to the parties involved and transferred as part of that transaction, subject to the safeguards required by applicable privacy law.

5. Cookies and tracking technologies

A cookie is a small file placed on your device when you visit a website. We and our service providers use cookies and similar technologies — including pixels, tags, and local storage — for the following purposes:

  • Strictly necessary: to keep you logged in, remember your cart, process checkout, apply your currency and region selection, and secure the site against fraud and abuse. These cannot be switched off without breaking the site.
  • Performance and analytics: to count visits and traffic sources, to see which pages and products are popular, and to understand how visitors move through the site so we can improve it.
  • Functional: to remember your preferences, recently viewed products, wishlist and comparison selections, and calculator inputs.
  • Advertising and targeting: to build a profile of your interests, to show you Yaletown Floor advertising on other websites and social platforms, and to measure whether those advertisements led to a visit or a purchase. These cookies are set by Meta and Google and are read across other sites you visit.

Shopify publishes the full list of cookies used on its merchant storefronts, including the ones on our site, at shopify.com/legal/cookies.

Your choices

Profiling technology

Our advertising and analytics tags allow us and our advertising partners to identify your device and to build a profile of your browsing interests across websites. You can deactivate this profiling using the opt-out links above or by blocking third-party cookies in your browser.

Do Not Track

There is no consistent industry standard for how websites should respond to “Do Not Track” browser signals, and our site does not currently alter its data collection in response to them. Where our site is required to honour the Global Privacy Control signal, we will do so.

6. Marketing communications

We send commercial electronic messages only with your consent, as required by CASL. Every marketing email we send includes an unsubscribe link, and you can also unsubscribe at any time by emailing info@yaletownfloor.com. We will action unsubscribe requests promptly and in any event within 10 business days.

Unsubscribing from marketing does not stop transactional messages — order confirmations, shipping notifications, delivery scheduling, invoices, and warranty or service correspondence — which we need to send to complete your order.

7. Where your information is stored and processed

Yaletown Floor is based in British Columbia, Canada. Our website is hosted by Shopify, and several of our service providers — including Google, Meta, and Judge.me — store and process information outside Canada, primarily in the United States.

This means your personal information may be stored in, transferred to, or accessed from a country other than Canada, and may be subject to the laws of that country, including lawful requests for access by courts, law enforcement, and national security authorities there. We use contractual and other measures to require our service providers to protect your information to a comparable standard, but we cannot override the laws of the jurisdictions in which they operate.

If you would like more information about our practices regarding service providers outside Canada, contact our Privacy Officer.

8. How long we keep your information

  • Order, invoice, and tax records: at least seven years, to meet Canadian tax and accounting requirements.
  • Warranty and product claim records: for the duration of the applicable product warranty plus a reasonable period afterward.
  • Quote, consultation, and measurement records: typically up to three years, so we can honour follow-up work and colour or batch matching.
  • Customer service correspondence: typically up to three years.
  • Marketing contact details: until you unsubscribe or ask us to delete them, plus the period we are required to keep proof of consent under CASL.
  • Website analytics and advertising data: according to the retention settings of the relevant platform, generally between 30 days and 26 months.

Where we have used your personal information to make a decision that directly affects you, we will retain that information for at least one year, as BC PIPA requires, so that you have a reasonable opportunity to request access to it. When information is no longer needed for a legal or business purpose, we securely destroy, erase, or anonymize it.

9. How we protect your information

We maintain administrative, physical, and technological safeguards appropriate to the sensitivity of the information we hold, including:

  • encryption of our website and checkout in transit using TLS, and encryption of payment card data by our PCI-DSS compliant payment processors;
  • access controls that limit staff access to personal information to those who need it to do their job;
  • administrator accounts protected by strong authentication;
  • secure storage of any paper records at our showroom and office, and secure destruction when they are no longer needed;
  • fraud screening and traffic filtering on our online store; and
  • confidentiality obligations in our contracts with service providers, installers, and contractors.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security. If a privacy breach occurs that creates a real risk of significant harm to you, we will notify you and the relevant privacy authorities as required by law.

10. Your privacy rights

Everyone

  • Access: you may request a copy of the personal information we hold about you, information about how it has been used, and the names of the third parties to whom it has been disclosed. We will respond within 30 days, or tell you if we need an extension and why.
  • Correction: you may ask us to correct information that is inaccurate or incomplete. Where we make a correction, we will send the corrected information to any third party we disclosed it to in the past year.
  • Withdraw consent: you may withdraw your consent to our collection, use, or disclosure of your information, subject to legal and contractual restrictions.
  • Complain: you may make a complaint to our Privacy Officer, and escalate it to a privacy authority if you are not satisfied with our response. See section 13.

There is no charge for a routine access request. If a request requires substantial time or copying, we will give you a written estimate before proceeding. We may need to verify your identity before responding, and we may be required or permitted to withhold certain information — for example, information that would reveal personal information about another individual, or that is subject to solicitor-client privilege.

Quebec residents

If you live in Quebec, you also have the right to request that the computerized personal information you provided to us be communicated to you, or to a third party you designate, in a structured, commonly used technological format (portability); to request that we cease disseminating your personal information or de-index a link where dissemination contravenes the law or a court order; and to be informed if a decision affecting you is made exclusively through automated processing. We do not make decisions about you based solely on automated processing.

California residents

We extend the following rights to California residents: the right to know what personal information we collect, use, and disclose; the right to request deletion of your personal information; the right to request correction of inaccurate personal information; the right to opt out of the sale or sharing of personal information; and the right not to receive discriminatory treatment for exercising any of these rights. You may use an authorized agent to submit a request on your behalf.

We do not sell personal information for money, and we do not knowingly sell or share the personal information of consumers under 16. However, our use of advertising cookies and pixels — described in section 5 — may constitute “sharing” personal information for cross-context behavioural advertising under California law. To opt out, use the advertising opt-out links in section 5, or email us at info@yaletownfloor.com with the subject line “Do Not Sell or Share My Personal Information”.

Residents of the EEA and the UK

We do not target our products or services to the European Economic Area or the United Kingdom. If you contact us from there, you may still ask us to access, correct, erase, or port your information, and we will respond in good faith.

11. Children

Our website and services are directed to adults and are not intended for children. We do not knowingly collect personal information from anyone under the age of 16. If you believe a child has provided us with personal information, contact our Privacy Officer and we will delete it.

12. Third-party links

Our site links to third-party websites, including manufacturer and brand pages, social media, and review platforms. We do not control those sites and are not responsible for their privacy practices. We encourage you to read the privacy policy of any site you visit.

13. Contact us, and how to make a complaint

Our Privacy Officer is accountable for our compliance with this policy and with applicable privacy law. To ask a question, request access to or correction of your information, withdraw consent, or make a complaint:

Privacy Officer
Yaletown Floor
3701 East Hastings Street, Unit 103
Burnaby, British Columbia V5C 2H6
Canada
Email: info@yaletownfloor.com
Telephone: 604-558-2195  |  Toll-free: 1-877-607-7853

We will acknowledge your request and respond within 30 days. Please mark your message “Privacy Request” so we can route it quickly.

If you are not satisfied with our response, you may contact the privacy authority for your jurisdiction:

  • British Columbia: Office of the Information and Privacy Commissioner for British Columbia — oipc.bc.ca, 250-387-5629
  • Canada (federal): Office of the Privacy Commissioner of Canada — priv.gc.ca, 1-800-282-1376
  • Quebec: Commission d’accès à l’information du Québec — cai.gouv.qc.ca, 1-888-528-7741
  • Alberta: Office of the Information and Privacy Commissioner of Alberta — oipc.ab.ca, 1-888-878-4044

14. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, our service providers, or the law. The effective date at the top of this page shows when it was last revised. If we make a material change, we will take reasonable steps to notify you, such as by posting a notice on our website or emailing you. Your continued use of our site after a change takes effect means you accept the revised policy.