Privacy Policy

This Privacy Policy explains how ROCKWELLHOME INC., operating as Rockwell Home Furniture ("Rockwell Home", "we", "us", "our"), collects, uses, discloses, and protects personal information. It applies to our website at rockwellhome.ca, our showroom, and the phone, text message, and WhatsApp channels we use to communicate with customers.

We handle personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA), Alberta's Personal Information Protection Act (PIPA), and Canada's Anti-Spam Legislation (CASL).

1. Who we are

2. Information we collect

We collect only what we need to sell, deliver, and support the furniture we provide.

Information you give us

• Contact details: name, email address, mobile and home phone numbers.
• Delivery information: delivery and billing addresses, access instructions, preferred delivery windows, and any notes you provide about your home or building.
• Order information: items purchased, quantities, prices, order and invoice numbers, and delivery status.
• Account information: if you create an account, your login credentials and saved preferences.
• Communications: the content of emails, text messages, WhatsApp messages, contact forms, and voicemail you send us, along with call recordings and voicemail transcriptions where applicable.
• Consent records: the date, time, and method by which you agreed to receive messages from us.

Information collected automatically

• Device and usage data: IP address, browser type and version, operating system, referring page, pages viewed, and time spent on the site.
• Cookies and similar technologies: see section 7.

Payment information

We do not collect, process, or store your full payment card number. Card payments are handled directly by our payment processor, Moneris Solutions Corporation, which is PCI DSS compliant. We receive only a transaction result and limited details such as the card brand, the last four digits, and the authorization outcome.

3. How we use your information

• To process, fulfill, and deliver your orders.
• To schedule, confirm, and coordinate deliveries and pickups.
• To respond to your questions, quotes, and service requests.
• To verify your identity when you sign up, or when you request a change to an existing order, for example a change of delivery address.
• To provide warranty service and handle returns.
• To detect and prevent fraud, and to protect our customers and business.
• To send you promotional messages, where you have given us consent.
• To meet our legal, tax, and accounting obligations.

4. Text messaging and mobile information

We do not sell, rent, trade, or share mobile opt-in data or consent with any third party for marketing purposes. Your consent to receive text messages from Rockwell Home is used solely to send you messages from Rockwell Home. It is not shared with, or sold to, affiliates, advertisers, data brokers, or any other organization for their own marketing.

Where we use a messaging provider to deliver our messages, that provider acts only on our instructions and may not use your information for any other purpose.

How you opt in

We send text messages only to customers who have consented. You may provide consent by:

• signing your sales order or delivery booking form in our showroom, which includes a written consent statement;
• agreeing verbally when you place an order or book a delivery by phone, after our staff read you the consent statement;
• checking the consent box on a form at rockwellhome.ca, which is never pre-checked; or
• sending us a text or WhatsApp message first.

Consent to receive marketing messages is never a condition of purchase.

What we send, and how often

Message frequency varies based on your order activity. Message and data rates may apply. We send order confirmations, delivery scheduling and status updates, replies to your enquiries, verification codes, and, with your consent, occasional promotions.

How to stop

Reply STOP to any message to unsubscribe. Reply HELP for assistance, or contact us at [email protected] or 825-305-1850. You may withdraw consent at any time, at no cost.

WhatsApp

When you message us on WhatsApp, your message is delivered through WhatsApp and our messaging provider. WhatsApp's own handling of your data is governed by its privacy policy, which we do not control.

5. When we share information

We share personal information only as described below, and only to the extent needed.

• Payment processing: Moneris Solutions Corporation, to authorize and settle card payments.
• Messaging and communications: our telephony and messaging provider, to deliver calls, text messages, and WhatsApp messages.
• Delivery and logistics: delivery crews and third-party carriers, who receive the name, address, phone number, and order details needed to complete your delivery.
• Suppliers and manufacturers: where an item is shipped directly or a warranty claim must be filed on your behalf.
• Professional advisors: our accountants and legal advisors, under duties of confidentiality.
• Legal requirements: where we are required to disclose information by law, court order, or lawful request, or to establish or defend a legal claim.
• Business transfer: if our business is sold or reorganized, customer information may transfer as part of that transaction.

We do not sell your personal information.

6. Where your information is stored

Some of our service providers store or process information outside Canada, including in the United States. Where that happens, your information may be subject to the laws of that country, including lawful access requests by foreign courts and authorities. We use providers that offer appropriate contractual and technical safeguards.

7. Cookies and analytics

Our website uses cookies and similar technologies to keep the site working, remember your preferences, keep items in your cart, and understand how the site is used.

Meta Pixel. We use the Meta Pixel, a tool provided by Meta Platforms (Facebook and Instagram). It records that you visited pages on our site and sends that information to Meta. We use it to measure how our advertising performs and to show ads to people who have visited our website. This means you may see Rockwell Home Furniture ads on Facebook or Instagram after browsing here.

You can limit this through your Facebook and Instagram ad settings, through your browser's cookie controls, or by using your browser's tracking protection. Meta's own handling of this data is governed by their privacy policy, not ours.

Google Analytics. We use Google Analytics to understand how visitors use our site: which pages are viewed, how people arrive here, and general usage patterns. This helps us improve the site and does not identify you personally. You can opt out using the Google Analytics Opt-out Browser Add-on, and Google's own handling of this data is governed by their privacy policy, not ours.

You can block or delete cookies through your browser settings. Some parts of the site may not work correctly if you do.

8. How long we keep information

We keep order and transaction records for six years, in line with Canada Revenue Agency record-keeping requirements. We keep marketing consent records for as long as consent is active, and for a reasonable period afterward to demonstrate compliance. We delete or anonymize information that we no longer need.

9. Your rights

Under PIPEDA and Alberta's PIPA you may:

• ask what personal information we hold about you and request a copy;
• ask us to correct information that is inaccurate or incomplete;
• withdraw your consent to marketing communications at any time;
• ask us to delete information we no longer have a legal reason to keep.

Write to [email protected]. We respond within 30 days. We may need to confirm your identity before releasing information.

10. Security

We use administrative, technical, and physical safeguards appropriate to the sensitivity of the information we hold, including encrypted connections to our website and restricted staff access to customer records. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

11. Children

Our website and services are intended for adults. We do not knowingly collect personal information from children under 13. If you believe a child has provided us information, contact us and we will delete it.

12. Changes to this policy

We may update this policy from time to time. The effective date at the top shows when it last changed. Material changes will be brought to your attention where required by law.

13. Questions and complaints

Contact us first at [email protected] or 825-305-1850. We take privacy concerns seriously and will work with you to resolve them.

If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada, or the Office of the Information and Privacy Commissioner of Alberta.