Privacy Policy – CollaGum

Last updated: October 2026

At CollaGum, we respect your privacy and are committed to handling your personal information responsibly, securely and transparently.

This Privacy Policy explains how we collect, use, disclose, store and protect personal information when you visit our website, place an order, contact us, subscribe to our marketing communications or otherwise interact with us.

Where applicable, we handle personal information in accordance with Canadian federal, provincial and territorial privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA), applicable provincial private-sector privacy laws and other relevant legal requirements.

Nothing in this Privacy Policy is intended to limit any privacy rights available to individuals under applicable Canadian law.

1 – Who We Are

This website is operated by CollaGum.

For the purposes of this Privacy Policy, "CollaGum", "we", "us" and "our" refer to the business responsible for operating this website and handling your personal information.

CollaGum is an independent online retailer serving customers in Canada and shipping orders from an overseas fulfilment centre.

Please refer to our Shipping Policy for further information about our international fulfilment operations.

Our contact and business details are:

CollaGum
Operated by: Blackend Limited
Contact address: 50 Stanley Street, Central, Hong Kong
Email: info@collagumcanada.com

For privacy-related questions, requests or complaints, you may contact us using the email address above.

2 – Personal Information We Collect

Depending on how you interact with us, we may collect personal information including:

• Your name.
• Email address.
• Telephone number.
• Billing and delivery addresses.
• Order and transaction information.
• Customer account details.
• Communications you send to us.
• Product preferences.
• Information relating to returns, refunds and customer service inquiries.
• Device and browser information.
• IP address.
• Website activity and interactions.
• Cookie and similar technology data.
• Marketing preferences.
• Information necessary to prevent fraud and protect transactions.

When you make a payment, payment information is processed through our authorized payment providers.

We do not ordinarily receive or store complete credit or debit card details when payments are processed directly by those providers.

We seek to limit the personal information we collect to what is reasonably necessary for the purposes identified in this Privacy Policy or otherwise permitted by applicable law.

3 – How We Collect Personal Information

We may collect personal information directly from you when you:

• Place an order.
• Create an account.
• Subscribe to our email list.
• Contact our customer service team.
• Request a return, refund or exchange.
• Participate in a promotion.
• Submit a review or other content.
• Complete forms on our website.
• Otherwise voluntarily provide information through our website.

We may also automatically collect certain technical information when you use our website through cookies, pixels and similar technologies.

In some circumstances, we may receive information from third parties that assist us in operating our business, such as payment providers, delivery partners, e-commerce providers and marketing platforms.

Where required by applicable Canadian privacy legislation, we will obtain appropriate consent before collecting personal information.

4 – How We Use Your Personal Information

We may use your personal information to:

• Process and fulfil your orders.
• Arrange delivery.
• Process payments.
• Provide order and delivery updates.
• Manage returns, exchanges and refunds.
• Respond to customer service inquiries.
• Create and manage customer accounts.
• Detect and prevent fraud or misuse.
• Maintain and improve our website.
• Understand how customers use our website.
• Personalize your shopping experience.
• Send marketing communications where permitted.
• Measure and improve our advertising.
• Maintain appropriate business and transaction records.
• Comply with legal and regulatory obligations.
• Protect the security and integrity of our website and services.

We collect, use and disclose personal information with appropriate consent or where otherwise permitted or required under applicable Canadian privacy legislation.

We use personal information only for identified, reasonable and lawful purposes.

Where required by law, we will obtain additional consent before using personal information for a new purpose that is materially different from the purpose for which it was originally collected.

5 – Shopify and E-Commerce Services

Our online store is hosted by Shopify, which provides the e-commerce platform that allows us to offer our products and services online.

Shopify may process personal information on our behalf or otherwise handle information in connection with providing its services.

Your information may therefore be processed or stored using Shopify's systems and infrastructure, including systems located outside Canada.

Shopify may collect and process information necessary to operate the online store, facilitate transactions, maintain security and provide related services.

Shopify's handling of personal information is also governed by its applicable privacy policies.

We take reasonable steps to ensure that our use of Shopify and other e-commerce service providers is consistent with applicable Canadian privacy requirements.

6 – Payments

Payments may be processed by third-party payment providers.

When you make a purchase, certain personal and transaction information may be provided directly to the payment provider for the purposes of:

• Processing your payment.
• Verifying the transaction.
• Preventing fraud.
• Processing refunds.
• Complying with applicable financial and legal requirements.

We take reasonable steps to work with reputable payment providers and use appropriate security measures.

Payment providers may process personal information in accordance with their own privacy policies and applicable legal obligations.

Where payment information is transferred or processed outside Canada, applicable privacy protections and disclosure requirements will be respected.

7 – Order Fulfilment and Delivery

To process and deliver your order, we may disclose relevant personal information to third parties involved in order fulfilment and delivery.

This may include:

• Fulfilment centres.
• Warehouses.
• Canada Post, where used.
• Canadian courier and logistics providers.
• International shipping and logistics partners.
• Other service providers necessary to process and deliver your order.

We only provide information reasonably necessary for these services, such as your name, delivery address, telephone number, email address and relevant order information.

Overseas Disclosure

Our products are dispatched from an overseas fulfilment facility located in China.

Because our fulfilment operations involve international service providers, your personal information may be disclosed to or processed by recipients located outside Canada, including China.

Other countries may also be involved depending on the service providers we use.

Where personal information is transferred outside Canada, we take reasonable steps to ensure that appropriate contractual, organizational and technical safeguards are in place, as required by applicable Canadian privacy legislation.

Personal information processed in another country may be subject to that country's laws and may be accessible to courts, law enforcement agencies or government authorities in accordance with local legal requirements.

Where applicable law requires a privacy impact assessment or additional safeguards before transferring personal information outside a particular jurisdiction, we will comply with those requirements.

8 – Cookies and Similar Technologies

Our website uses cookies and similar technologies to operate and improve your shopping experience.

Cookies are small data files that may be stored on your device when you visit a website.

We may use cookies to:

• Remember items in your shopping cart.
• Keep you signed in.
• Remember preferences.
• Understand how visitors use our website.
• Improve website performance.
• Measure marketing effectiveness.
• Prevent fraud.
• Provide relevant advertising.

Some cookies are necessary for the operation of the website, while others may be used for analytics, personalization or advertising.

Where applicable Canadian privacy legislation requires consent for non-essential cookies or tracking technologies, we will seek appropriate consent before using them.

You may manage your cookie preferences through your browser settings and, where available, through the cookie preference tool on our website.

Where consent is required, you may withdraw it through the available preference controls or by contacting us, subject to applicable legal limitations.

Disabling certain cookies may affect the functionality of the website.

9 – Analytics

We may use analytics services, including Google Analytics, to better understand how visitors interact with our website.

These services may collect information such as:

• Pages visited.
• Time spent on the website.
• Device and browser information.
• Approximate geographic location.
• Referral sources.
• Interactions with website features.
• Technical identifiers associated with website usage.

We use this information to analyze website performance and improve our services and customer experience.

Analytics providers may process information using infrastructure located outside Canada.

Where required by applicable law, we will obtain appropriate consent before activating analytics technologies that collect personal information.

10 – Advertising and Marketing Technologies

We may use advertising and marketing platforms, such as Google and Meta, to measure advertising performance and show relevant advertisements.

These technologies may use cookies, pixels and similar tools to collect information about interactions with our website and advertisements.

Depending on the technologies used, this information may include browsing activity, device identifiers, interactions with products and advertising engagement.

We may use this information to:

• Measure advertising effectiveness.
• Understand customer interests.
• Improve marketing campaigns.
• Display advertisements that may be relevant to users.
• Evaluate website conversions and customer interactions.

Where required by applicable Canadian privacy legislation, we will obtain appropriate consent before collecting, using or disclosing personal information for targeted advertising or similar purposes.

You may manage your preferences through our cookie settings, your browser settings and the privacy or advertising settings offered by the relevant platforms.

We will respect applicable requirements concerning consent, transparency and the withdrawal of consent.

11 – Email Marketing

If you subscribe to our mailing list or otherwise provide valid consent to receive marketing communications, we may send you information about:

• New arrivals.
• Promotions.
• Special offers.
• Restocks.
• Seasonal sales.
• Exclusive discounts.
• Other CollaGum news.

We handle commercial electronic messages in accordance with applicable Canadian legislation, including Canada's Anti-Spam Legislation (CASL).

Where required, we will obtain express or otherwise legally valid consent before sending commercial electronic messages.

Our marketing communications will include the identification and contact information required by applicable law and a functioning unsubscribe mechanism.

You can unsubscribe from marketing emails at any time by using the unsubscribe link included in our emails or by contacting us at info@collagumcanada.com.

We will process unsubscribe requests within the timeframe required by applicable Canadian law.

Unsubscribing from marketing communications will not prevent us from sending transactional communications relating to an existing order, such as order confirmations, payment receipts and delivery updates, where permitted by law.

12 – Product Reviews

After purchasing from us, we may invite you to leave a review about your order or products.

If we use a third-party review provider, relevant information may be shared with that provider for the purpose of sending or managing review requests.

Any review or other content you choose to publish may be visible to other visitors to our website.

We will handle personal information associated with reviews in accordance with applicable Canadian privacy legislation.

Where required by law, we will obtain appropriate consent before using customer reviews, photographs or other personally identifiable content for additional promotional purposes.

13 – Social Media

Our website may contain links to or integrations with social media platforms such as Facebook and Instagram.

If you interact with these features, the relevant social media provider may collect or receive information about your interaction in accordance with its own privacy policy.

We encourage you to review the privacy settings and policies of any social media platforms you use.

Where social media integrations involve the collection or disclosure of personal information through our website, we will comply with applicable Canadian privacy requirements.

14 – Disclosure of Personal Information

We may disclose personal information to third parties where reasonably necessary to operate our business, including:

• Shopify and e-commerce service providers.
• Payment processors.
• Fulfilment and warehouse providers.
• Postal and courier services.
• IT and website service providers.
• Analytics providers.
• Marketing and advertising providers.
• Customer service providers.
• Professional advisers.
• Government authorities, regulators or law enforcement where required or permitted by law.

We do not sell personal information in the ordinary meaning of selling customer information for money.

However, certain advertising and analytics activities may involve the disclosure of personal information to third-party platforms.

Where such disclosures require consent or other safeguards under applicable Canadian privacy legislation, we will comply with those requirements.

We take reasonable steps to limit disclosures to information necessary for the relevant purposes.

15 – Overseas Processing and Storage

Some of the third-party providers we use may process or store personal information outside Canada.

This includes fulfilment and service providers located in China, as well as providers operating in other countries where our technology, payment, logistics, marketing or customer service providers maintain infrastructure.

Because cloud and technology providers may operate infrastructure across multiple jurisdictions, the countries in which information is processed may change from time to time.

Where applicable Canadian privacy legislation requires accountability for personal information transferred to service providers, we remain responsible for ensuring that appropriate protections are maintained.

These protections may include:

• Contractual confidentiality and security obligations.
• Restrictions on unauthorized use or disclosure.
• Appropriate technical and organizational safeguards.
• Access controls.
• Security monitoring and incident response procedures.
• Other measures appropriate to the sensitivity of the information.

Where required by applicable provincial legislation, including Quebec privacy legislation, we will conduct the necessary assessments before communicating personal information outside the relevant jurisdiction.

We will take reasonable steps to ensure that personal information receives protection consistent with applicable legal requirements.

Personal information processed outside Canada may be accessible to foreign courts, regulators or government authorities under the laws of the relevant jurisdiction.

16 – Data Security

We take reasonable steps to protect personal information from:

• Misuse.
• Interference.
• Loss.
• Unauthorized access.
• Unauthorized modification.
• Unauthorized disclosure.
• Other security risks.

Our website uses appropriate security technologies, including encrypted connections where applicable.

We also rely on security measures implemented by our e-commerce, payment and technology service providers.

Security safeguards are selected with consideration for the sensitivity of the information and the risks associated with its processing.

However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.

If you believe your personal information or account has been compromised, please contact us at info@collagumcanada.com.

17 – Data Breach Notification

We maintain procedures to help us identify, investigate and respond to suspected privacy or data security incidents.

Where a breach of security safeguards involving personal information creates a real risk of significant harm, we will assess and fulfil applicable notification and reporting obligations under Canadian privacy legislation.

Where PIPEDA applies, this may include notifying affected individuals and reporting the breach to the Office of the Privacy Commissioner of Canada.

We will also maintain records of breaches as required by applicable law.

Where provincial privacy legislation imposes additional or different notification requirements, including requirements applicable in Quebec, Alberta or other relevant jurisdictions, we will comply with those obligations.

Notifications will be provided within the timeframe and in the manner required by applicable law.

18 – Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, or as required or permitted by applicable law.

Retention periods may depend on:

• The nature of the information.
• Order and transaction requirements.
• Tax and accounting obligations.
• Fraud prevention.
• Customer service requirements.
• Legal obligations.
• Dispute resolution requirements.
• Applicable statutory retention periods.

We periodically assess whether personal information remains necessary for the purposes for which it was collected.

When personal information is no longer required, we take reasonable steps to securely destroy, delete or anonymize it, where required by applicable law.

Where Canadian privacy legislation establishes specific retention or deletion obligations, those requirements will take precedence.

19 – Access, Correction and Privacy Rights

Depending on the applicable Canadian privacy legislation, you may have rights relating to your personal information.

These rights may include:

• Requesting access to personal information we hold about you.
• Requesting correction of inaccurate or incomplete information.
• Withdrawing consent for certain uses or disclosures of personal information, subject to legal or contractual restrictions and reasonable notice.
• Requesting information about how your personal information is collected, used or disclosed.
• Requesting deletion or anonymization of personal information where required by applicable law.
• Exercising additional rights available under applicable provincial privacy legislation.

Quebec Privacy Rights

Where Quebec privacy legislation applies, individuals may have additional rights, subject to applicable conditions and exceptions.

These may include rights relating to:

• Access to personal information.
• Correction of inaccurate information.
• Withdrawal of consent.
• Cessation of dissemination or de-indexing in circumstances provided by law.
• Data portability for eligible computerized personal information, subject to applicable legal requirements.
• Information about certain automated decision-making processes, where applicable.

To exercise your privacy rights, please contact us at:

info@collagumcanada.com

We may need to verify your identity before processing your request.

We will respond within the timeframe required by applicable legislation.

There may be circumstances in which a request cannot be fulfilled in whole or in part.

Where required by applicable law, we will explain the reason for refusing a request and provide information about available complaint or review mechanisms.

20 – Privacy Complaints

If you have a concern or complaint about how we have handled your personal information, please contact us first at:

info@collagumcanada.com

We will review your complaint and aim to respond within a reasonable period, subject to any mandatory legal deadlines.

If you are not satisfied with our response, you may have the right to submit a complaint to the relevant Canadian privacy regulator.

Depending on the applicable legislation, this may include:

• The Office of the Privacy Commissioner of Canada.
• The Commission d'accès à l'information du Québec.
• The Office of the Information and Privacy Commissioner of Alberta.
• The Office of the Information and Privacy Commissioner for British Columbia.
• Another competent privacy authority.

The appropriate authority will depend on the nature of the complaint and the legislation applicable to the processing of your personal information.

Nothing in this Privacy Policy limits your right to contact a competent privacy regulator where permitted by law.

21 – Children's Privacy

Our website and products are not specifically directed at children.

We do not knowingly seek to collect personal information from children without appropriate parental or guardian consent where required by applicable law.

Where Canadian privacy legislation requires parental or guardian consent for the collection, use or disclosure of a child's personal information, we will seek such consent.

Additional requirements may apply depending on the child's age, the sensitivity of the information and the applicable provincial legislation.

If you believe a child has provided us with personal information without appropriate authorization, please contact us at:

info@collagumcanada.com

We will review the situation and take appropriate steps in accordance with applicable law.

22 – Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to:

• Our business practices.
• Our website.
• The service providers we use.
• Our data processing activities.
• Applicable legal requirements.

The latest version will be published on this page together with the date it was last updated.

Where required by applicable Canadian privacy legislation, we will provide appropriate notice of material changes and obtain additional consent where necessary.

Changes to this Privacy Policy will not remove rights or protections that individuals are entitled to under applicable law.

23 – Contact Us

For questions, requests or complaints regarding privacy, please contact:

CollaGum


Email: info@collagumcanada.com

We will be happy to assist you with questions about how your personal information is collected, used, disclosed or protected.