Privacy Policy
SURPLUS FURNITURE
PRIVACY POLICY
Please read the following Privacy Policy to understand how your personal information will be treated as you make full use of our many features on our website.
Surplus Furniture & Mattress Warehouse (“Surplus Furniture”) collects information for 3 objectives:
- To fulfill your order accurately and quickly.
- To learn how we can improve your shopping experience.
- To help us meet our commitment to privacy
When you visit SurplusFurniture.com, you have the option of creating a Surplus Furniture user account, which is not required to place an online order from Surplus Furniture. A Surplus Furniture user account gives you free access to these valuable features:
- Save your selections for as long as you like
- Get access to special promotions (if you choose to opt into our promotional emails)
- View receipts, product reviews, and recent orders
Creating a user account is fast and easy:
- Enter your email address
- Choose and confirm a password, and you can ask us to remember you automatically
You can unsubscribe at any time. Simply email us through our Help Desk to request the removal of this information from our database at any time.
Surplus Furniture collects personally identifying information as a means to help improve the products and services it offers as well as the content offered on its websites. The information we collect includes the following:
Personal Information
Surplus Furniture does not collect any personally identifiable information about you except for the information that you provide to us in order to establish your account, including name, shipping address, billing address, phone number, and email. We receive, store and use this information to help us communicate with you, respond to your requests and improve the content and services that Surplus Furniture has available. We do not collect and save your credit card number and credit card expiration date when processing an order.
Information tracked automatically is generic and doesn't include any personal details
When you log onto the internet, you are assigned an IP (Internet Protocol) address. Some providers assign you a permanent or "static " IP address, but most use temporary ones. This helps assure your privacy, because it’s difficult - if not impossible - to collect personal information about you via a temporary address.
Our website keeps a general list of visitors' IP addresses. This gives us broad, generic information such as how many Bell users log onto the Surplus Furniture website and helps us maintain compatibility with many different Internet providers.
Surplus Furniture records browser types (like Google Chrome) and versions so we can tell what features our visitors can make use of and helps us keep our website up to date.
We record how many people visited each page on our website. This helps us improve website navigation, so customers can find products faster and easier.
When you access SurplusFurniture.com, we may collect and store device sign-on data (including device ID) and geolocation data in order to improve our location services. We may also record which website or search engine referred you to SurplusFurniture.com. This information helps us improve our location services by ensuring our website remains compatible with more browsers and systems.
At any point while you're browsing, you can place an item in your Shopping Cart. When you're done browsing, you can review your Shopping Cart. If you want to place an order, indicate the item(s) you wish to order and click the Proceed to Checkout button. Enter your information, including name, address, and preferred contact time/method in case we need to get in touch with you about your order.
The next screen gives you a summary for the item(s) you're ordering, including price and applicable sales tax. You also confirm your billing information and store pick up location.
The Place Order button then displays options for payment: You can enter credit card information here.
What does Surplus Furniture do with this information?
Surplus Furniture has an absolute commitment to keep your information secure. The information you share with us is used to fulfill your order and to keep you up-to-date on the status of your order. After you place an order, we'll contact you with information about the order as needed.
The financial institutions processing your payment may send us supplemental information if there is a problem in completing the transaction. This information is used only in processing your order(s) from our website.
Information about your browser helps us improve the way our website appears on your computer and makes sure our website is up to date and compatible with your system. Traffic reports (information about websites that refer visitors to us) help us select the best places to reach people interested in shopping for furniture online.
Does Surplus Furniture ever share such information? With whom?
The information gathered on this site by Surplus Furniture as part of your purchasing is used only to process your purchase and is never shared with anyone, except in connection with your order. Credit card or cheque information is only shared with financial institutions that process your payment. Information on financing applications goes directly to the financial institution that handles the financing, not to Surplus Furniture; we never see your application information, only your approval code, name and address. Technically, this shared information does pass out of our direct control, but Surplus Furniture makes clear to financial companies we work with that we expect your information to be handled in accordance with our Privacy Policy.
No parties other than Surplus Furniture collect information on our website. We do not sell, rent, share, trade or give away any of the information you provide to us except to the financial institutions processing your payment or your financing application. No third party will solicit you as a result of information within Surplus Furniture.
It is true that the information you provide is subject to disclosure pursuant to judicial or other government subpoenas, warrants, or orders.
Visit our Help Desk to contact us. Any email you send us is kept confidential and will not be posted on our website without your written permission.
How do I correct or update information about me and my order(s)?
To change, correct, or update information about you or your order prior to shipment, please access the "My Account " area of our website. Alternatively, you can contact us through our Contact Us page.
Can I have my name removed from Surplus Furniture’s active records? How?
If you would like your name removed from our active records, you may go to your Account and click "edit my email preferences ". Alternatively, you may also send an email through our Help Desk.
Electronic Mail Communications
Once an account is created, or a purchase is made online, you will start to receive emails pertaining to your new Surplus Furniture account. These emails will contain account information, order details, receipts and pick up information. These emails are important and allow us to effectively communicate with our customers during the purchasing process by providing updated account information along with order details. Please ensure you are using only active emails for these communications. We do not sell these emails nor share them with any third-party vendors. We may compare our list of e-mail addresses with those of our affiliates in order to avoid duplicative or otherwise unnecessary messages being sent to you.
At Surplus Furniture we believe in obtaining consent from all customers before sending any promotional emails. While signing up for your customer account, or while shopping/purchasing on our website, you will see a request to sign up for our exclusive promotional emails. If you decide to sign up for our exclusive promotional emails, first off congratulations, and second, your email address is safe as we meet all Canadian Anti-Spam Law requirements. We do not sell any of our email addresses nor share them with any third-party companies. All email subscribers are required to double opt-in before receiving any emails. This procedure ensures the validity of your email address, while eliminating the chance of our lists becoming contaminated with spam emails. What is a double opt-in? This occurs naturally when a you sign up for our email list, first you enter your email address into the web form, then an email is sent to that address requiring you to once again click a link to confirm the subscription. Once subscribed, you can unsubscribe at any time. No obligation. We send promotional emails every two weeks featuring exclusive savings and offers. Plus, every month, we will choose one lucky subscriber from each store to win a prize. So many benefits without any cost to you.
Security
Surplus Furniture uses industry standard efforts to safeguard the confidentiality of your personal identifiable information, such as firewalls, system security measures and Secure Socket Layers (SSL). Please be advised that “perfect security” does not exist in commercial Internet applications and that such security measures may not prevent all loss, misuse or alteration of information on our websites.
The registration pages, where you enter your personal and credit card information, are secure. This means that any information you send us is protected by encryption. It is easy to tell when you are protected by encryption – your browser displays a lock or a key which is no longer broken or it changes color when you are on a secure page. The actual icon and its location may vary depending on your browser. For example: Internet Explorer displays a closed padlock at the bottom of the page when a page is secure.
Except as specifically permitted by this section, you may not disclose your Surplus Furniture password to any third parties nor share it with any third parties. If you lose control of your password, you may lose substantial control over your personally identifiable information and may be subject to legally binding actions taken on your behalf. Therefore, if your password has been compromised for any reason, you should immediately change your password. You may, however, disclose your password to certain third parties with whom Surplus Furniture has entered into specific contractual and technical arrangements designed to safeguard your password (“Authorized Password Users”), in order to enjoy the benefits of those third parties’ services in relation to the Surplus Furniture services.
Other Websites; Links
Our websites contain links to other third-party Websites. Surplus Furniture is not responsible for the privacy practices, content, use of cookies or the gathering of other information of such third-party websites.
Public Forums
This website may make chat rooms, forums, message boards and/or news groups available to its users. Please remember that any information that is disclosed in these areas becomes public information and you should exercise caution when deciding to disclose your personal information. Views reflected in these forums do not reflect the views or opinions of Surplus Furniture. Surplus Furniture reserves the right, in its sole discretion, to move any comments or posts made on its website, for any reason.
Children
Surplus Furniture does not knowingly collect personal information on children. The content of our websites and the products and services available are not intended for children. If you are under 18, you may only use Surplus Furniture with the involvement of a parent or guardian.
Abandoned Shopping Cart
Surplus Furniture's website uses cookies to help keep track of items you put into your shopping cart, including when you have abandoned your cart. This information is used to determine when to send cart reminder messages by text message.
Third Party Sharing
The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties.
Location Data Collection and Use
We may collect and use location-related information when you interact with our website, mobile applications, delivery services, customer service tools, or other business services. Location information may include your general location, such as city, province, postal code, IP address-derived location, or delivery/service address. Where you choose to allow it, we may also collect more precise location information from your device, such as GPS, Bluetooth, Wi-Fi, or mobile network-based location data.
We collect and use location information only for reasonable business purposes, including to:
• provide delivery, pickup, installation, or service appointment options;
• show nearby store locations, service areas, or availability;
• confirm whether products or services are available in your area;
• improve route planning, fraud prevention, security, and customer support;
• personalize your experience where permitted by law and your preferences; and
• comply with legal, regulatory, safety, or operational requirements.
We do not collect precise location information from your device unless you have enabled location services or otherwise provided consent through your browser, device, application, or direct interaction with us. You may withdraw or change your consent at any time by adjusting your device, browser, or app settings, or by contacting us. Some features, such as delivery estimates, nearby store lookup, or location-based service availability, may not function properly if location access is disabled.
We may share location information with service providers who help us operate our business, such as delivery partners, mapping and routing providers, analytics providers, fraud prevention providers, customer support platforms, and technology vendors. These service providers are authorized to use location information only as needed to provide services to us or as otherwise permitted by law.
We retain location information only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law. We use administrative, technical, and physical safeguards appropriate to the sensitivity of the information to help protect location information against unauthorized access, use, disclosure, alteration, or loss.
For individuals in Alberta and British Columbia, we comply with the Personal Information Protection Act (PIPA), which governs the collection, use, and disclosure of personal information, including location data, by private-sector organizations in those provinces.
AI-Assisted Chat
1. What the chat is
Our website offers an AI-assisted chat to help with questions about products, prices, store locations and hours, delivery, financing, warranty and returns. Answers are generated by software, not written by a person, and our store team may join a conversation or follow up afterwards.
You do not have to use the chat. You can reach us by phone, by email, or in any of our stores instead.
2. What we collect when you use it
- Your messages and our replies, together with the products, categories and store details shown to you in the conversation.
- Technical details: the store you have selected on the site, your IP address, your browser type, and the time of each message.
- A chat identifier stored in a cookie on your device for up to one year, so your conversation continues if you return or open another page.
- Your approximate location, only if you choose to share it when the chat offers to find your nearest store. We reduce its precision before storing it.
- Feedback you give on an answer, such as a thumbs up or down.
- Contact details — your name, phone number and email address — only if you ask for an associate to contact you and fill in the callback form.
Please do not type payment card numbers, passwords, your social insurance number or government identification into the chat. If we need sensitive details to help you, an associate will collect them from you directly.
3. How your messages are processed
To generate a reply, the text of your conversation is sent to a third-party artificial-intelligence provider located outside Canada. This is necessary for the chat to work. Because the provider operates outside Canada, information sent to it may be stored and processed in other countries and may be accessible to the authorities of those countries under their laws.
Before your conversation is sent to the provider we automatically remove direct identifiers: your name, any order number we have issued, and any email address, phone number, postal code, payment card number or social insurance number that you type yourself. The provider receives the wording of your questions and our answers, but not those identifiers.
The provider does not receive your contact details from the callback form. Those go only to Surplus Furniture and to the store that will contact you.
4. How long we keep it
We keep chat conversations, and any contact details or location you choose to share, only for as long as we need them to help you, to improve the service and to meet our legal obligations. Inactive conversations are archived and later deleted, and the chat identifier cookie expires from your device on its own. Contact details you give us may also be kept in our customer records under the rest of this policy, for example if you become a customer or an order is placed.
5. Who sees it
- Our staff may read conversations to help you, to follow up on a request, to check the quality of the chat's answers and to correct them. When you ask for a callback, the conversation is shared with your local store.
- The AI provider receives the conversation text as described in section 3.
- We do not sell chat conversations and we do not use them for advertising.
6. Accuracy of answers
Answers are generated automatically and may be incomplete, out of date or wrong. Please confirm anything that matters to you — prices, availability, delivery, warranty terms and order status — with your local store before relying on it. The chat does not give professional, legal, medical or financial advice, and nothing it says is a contract or an offer.
7. Your choices and rights
You can ask us what chat information we hold about you, ask us to correct it, or ask us to delete it. Write to [email protected] and tell us the approximate date of the conversation and the store you were chatting with, so we can find it. We will respond within the time required by the Personal Information Protection and Electronic Documents Act (PIPEDA) and any applicable provincial privacy law.
If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada.
You can also decline to share your location, clear the chat cookie from your browser, or simply not use the chat.
8. Changes
If we change the AI provider, what the chat collects, or how long we keep it, we will update this section and the date at the top of this policy.
Questions
If you have any questions or concerns about this privacy notice, the practices of this website or your interaction with this website, please contact us through our Contact Us webpage.
How do I contact Surplus Furniture with any questions about this policy?
If you have any questions about this Privacy Policy, the practices of this website, or your dealings with this website, you can contact:
Privacy Policy Coordinator
Surplus Furniture & Mattress Warehouse
90 Anne Street South
Barrie, Ontario L4N 2E3
How will I know if this policy has been changed?
If we decide to change our privacy policy, we will post those changes to this Privacy Policy, the homepage, or other places we deem appropriate so our users are always aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it.
If, however, we are going to use users' personally identifiable information in a manner different from that stated at the time of collection we will notify users via email.
