Privacy & Terms of Use

Privacy Policy

Last updated: July 14, 2026

Balsam Brands Canada Ltd. ("Company," “Balsam Hill,” "we," “our”) respects your privacy and is committed to protecting it.

This policy describes: (a) how we collect, use, disclose, and protect the personal information of our existing and potential customers and website users ("you"); (b) the types of information we may collect from you or that you may provide when you visit the website www.balsamhill.ca (our "Website"); and (c) our practices for collecting, using, maintaining, protecting, and disclosing that information.

The Website may include links to third-party websites, plug-ins, services, social networks, or applications. Clicking on those links or enabling those connections may allow the third party to collect or share data about you. If you follow a link to a third-party website or engage a third-party plugin, please note that these third parties have their own privacy policies and we do not accept any responsibility or liability for these policies. We do not control these third-party websites, and we encourage you to read the privacy policy of every website you visit.

You should read this policy carefully to understand our policies and practices for collecting, processing, and storing your information. If you do not agree with our policies and practices, your choice is not to use our Website. By accessing or using this Website, you indicate that you understand, accept, and consent to the practices described in this policy.

What Information Do We Collect And How Do We Collect It?

If you are a visitor to our site, we may collect, record and analyze information about how you use our Website. We gather data about the number of visitors and visits, geo-location data, length of time spent on the site and its pages, the sites from which visitors have come, products viewed and searched for, as well as page interaction information such as pages and links clicked. We may also collect information such as page response times and download errors in order to improve your experience and help resolve site issues. We may also collect information about your computer and internet connection, including your IP address, operating system, and browser type. Like many websites, we use cookies and other automatic data collection technologies to enhance your experience and gather information about visitors and visits to our Website. See the section below on “Do We Use Cookies and Other Automatic Data Collection Technologies?” for more information about how we use these technologies.

We may also collect and process any information that you provide to us. For example, you may provide your information in our website's forms, such as when you sign up for information and newsletters, marketing emails, marketing text/SMS messages, when you open a user account with us (even if you do not purchase anything), enter a contest or giveaway, reach out to us for assistance (like calling customer service), respond to a survey, reply to our direct marketing campaigns (for example, by filling out a response card), fill out information in the checkout process (even if you do not complete a purchase), or participate in another site feature. The information collected and processed may include your name, address, phone number, email address, marketing preferences, text/SMS message consent records, opt-out records, and related information needed to send, manage, and document marketing communications. You may, however, visit our site without providing these information.

If you purchase anything from us - whether on our website, over the phone, or through other means, we may collect your billing name, shipping name, billing address, shipping address, phone number(s), email address, and, when necessary, credit card information and date of birth. These information are necessary to process your order. After you have purchased a product from us, we may collect sales and services information relating to your purchases, including complaints and claims for warranty services. We may collect this information when you register on our website, place an order, or contact our customer hotlines. Further, we may – directly or through third party services or websites – collect any reviews that you submit pertaining to our products or services.

We may collect information about you from third party sources that support our business such as analytics providers, data co-ops, and social media sites. We may also combine information we already have about you with information we receive from or cross-reference with third parties. If you sign up for marketing text/SMS messages or interact with our marketing communications, we may also receive or create information relating to your SMS subscription status, consent history, opt-out status, message delivery, and message engagement.

Finally we also collect information about gift recipients so that we can deliver the gift to its intended recipient. The information we collect about gift recipients is not used for marketing purposes.

How Do We Use Your Information?

We may use the information we collect from you in the following ways:

• To personalize your site experience and to allow us to deliver the type of content and product offerings in which we believe you are most interested, as well as to inform you of new products, services and events.
• To process your order and provide you with customer support, services such as warranties, refunds and product recalls, as well as product delivery.
• To provide you with information about our products and services through email, text/SMS messages, direct mail, and advertisements that you may see when browsing online.
• To administer a contest, giveaway, promotion, survey or other promotional activities.
• To inform you of updates to, or changes in, our products and services, including changes to our terms and conditions and policies.
• To carry out market research and for product development.
• To conduct analysis of our website's performance and shopping experience.
• To screen transactions for fraud, and, if necessary, to decline to do business with you if any of your information has been linked by us or a third-party data processor with fraudulent activity.
• To conduct activities and data processing described elsewhere in this Privacy Policy.
• To comply with legal requirements or obligations to law enforcement, regulators and the court service.
• To market our products to you, including through targeted, interest-based advertising, and to manage your marketing preferences and to send, measure, and improve our marketing communications, including email, catalog, and text/SMS marketing, where permitted by law and based on your communication preferences.
• In any other way we may describe when you provide the information.
• For any other purpose with your consent.

Unless you have opted out of the same, we may send you periodic marketing emails, text/SMS messages, and catalogs. We will send marketing text/SMS messages only where permitted by applicable law and where we have the consent required to do so. If you change your mind and would like to discontinue receiving promotional emails, text/SMS messages, and catalogs from us, please refer to the “How Can You Manage Your Preferences?” section below. Visitors who register or participate in other site features such as marketing programs and "members-only" content will be given a choice whether they would like to be on our email list and receive e-mail communications, text/SMS communications, and catalogs from us.

How Do We Protect Your Information?

Unfortunately, no data transmission over the internet or electronic data storage system can be guaranteed to be 100% secure. We implement a variety of security measures to maintain the safety and integrity of your information. Your information is contained behind secured networks to prohibit unauthorized access, and is only accessible by a limited number of persons who have special access rights to such systems. When you place orders or access your information, we offer the use of a secure server. All sensitive/credit information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above.

If you have a personal password which enables you to access certain parts of our website or any other portal, app or service we operate, it is your responsibility to keep this password confidential. You are fully responsible for any activity that takes place by a party that is logged into our website using your user name and password, unless such activity is conducted by us or one of our agents. We ask that you do not to share your password with anyone.

Do We Use Cookies and Other Automatic Data Collection Technologies?

Yes. As you navigate through and interact with our Website, we may use cookies or other automatic data collection technologies to collect certain information about your equipment, browsing actions, and patterns including: (a) details of your visits to our Website, including traffic data, location data, logs, and other communication data and the resources that you access and use on the Website; and (b) information about your computer and internet connection, including your IP address, operating system, and browser type.

The information we collect automatically is statistical information and may include personal information. It helps us to improve our Website and to deliver a better and more personalized service, including by enabling us to:

• Estimate our audience size and usage patterns.
• Store information about your preferences, allowing us to customize our Website according to your individual interests. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services.
• Speed up your searches.
• Recognize you when you return to our Website.

We may contract with carefully chosen third-party service providers and data processors to assist us in better understanding our site visitors. We may also work with third-party advertising and marketing technology companies that use cookies, scripts, or other automatic data collection technologies on our Website and other websites to collect and use information about your online activities across sites over time, including to deliver more relevant advertising based on your interests, support SMS marketing sign-up prompts, personalize or trigger marketing communications, measure message engagement, and conduct related analytics. These partners may also combine your email information with other information to which they have access, such as mailing addresses, so that we may serve relevant marketing offers to you via email, text/SMS messages, and direct mail. We may also use cookies or other automatic data collection technologies to help manage and measure our marketing communications and customer preferences, including email and text/SMS marketing, where applicable.

To learn more or to opt-out of tailored advertising please visit Digital Advertising Alliance of Canada Opt-Out for information on how you can opt out of behavioral tracking on this Website and how we respond to web browser signals and other mechanisms that enable consumers to exercise choice about behavioral tracking. Please note that even if you opt out of receiving interest-based advertising, you will still see ads, but they will be more general in nature.

We may contract with carefully chosen third-party service providers and data processors to assist us in better understanding our site visitors.

You can also to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Firefox or Internet Explorer) settings. Each browser is different, so look at your browser’s Help menu to learn the correct way to modify your cookies. If you turn non-essential cookies off, you won't have access to many features that make your site experience more efficient and some of our services will not function properly. However, even if disabling cookies makes it impossible to order products through our website, you can still place orders over the telephone by contacting customer service.

In addition to the browser settings and opt-out tools described above, you may also visit Manage Cookie Preferences to manage your cookie settings, including opting out of analytics and advertising cookies.

Do We Disclose The Information We Collect To Outside Parties?

We may disclose personal information that we collect or you provide to our affiliates, as well as website hosting partners, service providers, and other third parties who assist us in operating and optimizing our Website, conducting our business, or servicing you, including service providers that help us send, manage, measure, and improve marketing communications, customer preferences, and text/SMS marketing programs, where applicable, so long as those parties agree to keep this information confidential and use it only for the purposes for which we disclose it to them. For example, we may share personal information with third parties to perform services on our behalf such as, but not limited to: screening for fraud, processing payments, sending marketing communications, conducting research surveys, delivering products and services, measuring the effectiveness of our campaigns to help us improve them, and providing customer support services.

In accordance with applicable law, we may also disclose personal information to a buyer or other successor in the event of a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of Balsam Brands Canada Ltd.’s assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which personal information held by Balsam Brands Canada Ltd. about our customers and users is among the assets transferred

We may also disclose personal information, including information regarding your use of our Website, with third-party advertising technology providers, such as Google and Facebook. Sharing such information allows us to serve relevant ads to you and others.

Occasionally, we may provide your personal information with carefully screened companies such as third-party marketing partners in an effort to make you aware of products or services in which you may have an interest and, in turn, we are able to mail our catalogs to certain customers of other retail companies. These third-party marketing partners may use your personal information for commercial or marketing purposes. If you prefer that we do not share your personal information with these companies, please contact us at privacy@balsambrands.com.

We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety.

Non-personally identifiable visitor information, including generalized or aggregated visitor information, may be provided to other parties for marketing, advertising, or other uses.

We may process, store, and transfer your personal information outside of Quebec or Canada, in a foreign country with different privacy laws that may or may not be as comprehensive as Quebec or Canadian law. In these circumstances, the governments, courts, law enforcement, or regulatory agencies of that country may be able to obtain access to your personal information through the laws of the foreign country. Whenever we engage a service provider, we require that its privacy and security standards adhere to this policy and applicable Canadian privacy legislation.

How Can You Manage Your Preferences?

Email subscription. If you have created a profile or personal account on our website, you can modify your email subscription preferences in the My Account section of our website. Even if you have not created a profile or account, you may unsubscribe from receiving our emails by following the "unsubscribe instructions" contained in any commercial email you receive from us. Please note that due to email production schedules, you may receive any emails already in production for a brief time after you have opted out of our email list. Further, even if you have unsubscribed from our promotional emails, you will continue to receive transactional and non-marketing emails such as your order confirmation and delivery updates. Unsubscribing from marketing emails will not automatically unsubscribe you from marketing text/SMS messages.

Catalogs. To unsubscribe from our catalog or other paper mailings, you may visit our unsubscribe page by going to Catalog Unsubscribe, or reach out to us via our Contact Us page.

Text/SMS messages. With your consent, our customer service team may send you a text message or call you at the number you have provided them to assist you with your concerns. If you have signed up to receive marketing text/SMS messages from Balsam Hill, you may unsubscribe at any time by replying STOP to a marketing text message from us or to short code 811-56. Instructions on how to unsubscribe are provided as part of the text/SMS program, including during the subscription process, in each marketing text/SMS message, and in periodic reminder messages. You may opt-out of receiving messages from our customer service team at any time by replying STOP. You may also email privacy@balsambrands.com to opt-out of receiving text messages. If you unsubscribe from marketing text/SMS messages, you may continue to receive transactional or service-related communications where permitted by law, such as communications relating to your orders, deliveries, returns, warranties, or customer service requests. Unsubscribing from marketing text/SMS messages will not automatically unsubscribe you from marketing emails or catalogs.

Personal Information Requests. To make any of the requests below, send an email to privacy@balsambrands.com. To help protect your privacy and maintain security, we will take steps to verify your identity before granting you access to your personal information or complying with your request.

Deletion. To request the deletion of personal information that we may have collected from or about you, send an email to privacy@balsambrands.com with the subject header “Data Deletion Request”. Please note that there are some reasons or instances we will not be able to fully address your deletion request, such as if we need to complete a transaction for you, to detect and protect against fraudulent and illegal activity, to exercise our rights, or to comply with a legal obligation such as honoring warranty claims.

Withdrawal of Consent. Where you have provided your consent to the collection, use, and transfer of your personal information, you may have the legal right to withdraw your consent under certain circumstances. To withdraw your consent, if applicable, contact us at privacy@balsambrands.com. For marketing text/SMS messages, you may also withdraw your consent at any time by replying STOP to a marketing text message from us or to short code 811-56. Please note that if you withdraw your consent, we may not be able to provide you with a particular product or service. We will explain the impact to you at the time to help you with your decision.

Targeted Advertising. If you do not want us to use information that we collect or that you provide to us for targeted advertising, contact us at privacy@balsambrands.com. This may include information relating to your interactions with our Website, products, or marketing communications, where applicable.

We do not control third parties' collection or use of your information to serve interest-based advertising. However, these third parties may provide you with ways to choose not to have your information collected or used in this way. You can opt out of several third party ad servers' and networks' cookies simultaneously by using an opt-out tool created by the Digital Advertising Alliance of Canada and/or an opt-out tool created by the Network Advertising Initiative. You can also access these websites to learn more about online behavioural advertising and how to stop websites from placing cookies on your device. Opting out of a network does not mean you will no longer receive online advertising. It does mean that the network from which you opted out will no longer deliver ads tailored to your web preferences and usage patterns.

Correction. It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes is incorrect, incomplete, or out of context. To request the correction of your personal information, send an email at privacy@balsambrands.com with the subject header “Data Correction Request”. We may not accommodate a request to change information if we believe the change would violate any law or legal requirement or cause the information to be incorrect.

Access. You can request that we share with you a copy of the personal information we have collected about you.

You may send us an email at privacy@balsambrands.com with the subject header “Data Access Request.”

We may request specific information from you to help us confirm your identity and your right to access, and to provide you with the personal information that we hold about you or make your requested changes. Applicable law may allow or require us to refuse to provide you with access to some or all of the personal information that we hold about you, or we may have destroyed, erased, or made your personal information anonymous in accordance with our record retention obligations and practices. If we cannot provide you with access to your personal information, we will inform you of the reasons why, subject to any legal or regulatory restrictions.

Data Retention

Except as otherwise permitted or required by applicable law or regulation, we will only retain your personal information for as long as necessary to fulfill the purposes we collected it for, including for the purposes of satisfying any legal, accounting, reporting, compliance, consent-management, unsubscribe, or complaint-response requirements. This may include retaining records of marketing consent, SMS/text message subscription status, opt-out requests, and related communications for as long as reasonably necessary to document compliance with applicable laws or respond to customer inquiries. Under some circumstances we may anonymize your personal information so that it can no longer be associated with you. We reserve the right to use such anonymous and de-identified data for any legitimate business purpose without further notice to you or your consent.

Privacy Of Children On Our Website

Our Website is not intended for children under 13 years of age. No one under age 13 may provide any information to or on the Website. We do not knowingly collect personal information from children under 13. If you are under 13, do not use or provide any information on this Website or on or through any of its features/register on the Website, make any purchases through the Website, use any of the interactive or public comment features of this Website, or provide any information about yourself to us, including your name, address, telephone number, email address, or any screen name or user name you may use. If we learn we have collected or received personal information from a child under 13 without verification of parental consent, we will delete that information. If you believe we might have any information from or about a child under 13, please contact us at privacy@balsambrands.com.

How to Contact Us?

Please also feel free to contact us if you have any questions about this Privacy Policy or our practices. You may contact us at privacy@balsambrands.com or visit the Contact Us page.

If you have any product questions, customer service requests, shipping inquiries, or need to reach us for any other reason, please visit the Contact Us page.

Privacy of Residents Of The US, UK, EU, and Australia

Our Website is not intended for use by residents outside of Canada. If you reside in the United States, United Kingdom, the European Union, or Australia, you are welcome to use one of our following affiliated websites:

US: www.balsamhill.com

UK: www.balsamhill.co.uk

France: www.balsamhill.fr

Germany: www.balsamhill.de

Australia: www.balsamhill.com.au

Changes To Our Policy

If we decide to change our privacy policy, we will post those changes on this page. Policy changes will apply only to information collected after the date of the change.

Terms And Conditions

Please also see our Terms and Conditions of Use section establishing the use, disclaimers, and limitations of liability governing the use of our Website.

Your Consent

By using our site, you consent to our Privacy Policy and the Website Terms & Conditions of Use