What we collect and store
We collect information about you during the checkout process on our store. While you visit our site, we will track:
- Products you have viewed: we will use this to, for example, show you products you’ve recently viewed
- Location, IP address and browser type: we will use this for purposes like estimating taxes and shipping
- Shipping address: we will ask you to enter this so we can, for instance, estimate shipping before you place an order, and send you the order!
- We’ll also use cookies to keep track of cart contents while you’re browsing our site.
When you purchase from us, we’ll ask you to provide information including your name, billing address, shipping address, email address, phone number, credit card/payment details and optional account information like username and password. We will use this information for purposes, such as, to:
- Send you information about your account and order
- Respond to your requests, including refunds and complaints
- Process payments and prevent fraud
- Set up your account for our store
- Comply with any legal obligations we have, such as calculating taxes
- Improve our store offerings
- Send you marketing messages if you choose to receive them
If you create an account, we will store your name, address, email, and phone number, which will be used to populate the checkout for future orders.
We generally store information about you for as long as we need the information for the purposes for which we collect and use it, and we are not legally required to continue to keep it. This includes your name, email address and billing and shipping addresses.
We will also store comments or reviews if you choose to leave them.
Who on our team has access?
Members of our team have access to the information you provide us. For example, both Administrators and Shop Managers can access:
- Order information like what was purchased, when it was purchased and where it should be sent, and
- Customer information like your name, email address, and billing and shipping information.
Our team members have access to this information to help fulfill orders, process refunds, and support you.
Payment
We accept payments through WooCommerce Global Payments Hosted Payment Page. When processing payments, some of your data will be passed to Global Payments, including information required to process or support the payment, such as the purchase total and billing information. A credit card (Mastercard, Visa, or American Express) or debit card is required for payment of all online purchases. Payments are processed via secure server, F.O.B. shipping point.
Customer shall pay the current list price for each product as noted in the Fluid Life Store, subject to additions necessary to cover federal, provincial or other taxes or duties upon the products or services ordered, all of which shall be paid by Customer. Prices are subject to change. Once accepted, orders are not subject to cancellation without prior consent. A cancellation fee may apply.
Shipping
All items ship FOB from the Canadian warehouse location in Edmonton, AB or U.S. warehouse location in Bloomington, IL. The customer must provide their preferred courier and account number for shipping purposes. If a courier and account number is not provided, Fluid Life will utilize an appropriate delivery service (courier or postal service) and the customer will be charged all shipping costs.
Delivery
Delivery is subject to warehouse availability. Out of stock items will be shipped as soon as possible upon arrival from the manufacturer. All shipping dates are approximate. Fluid Life shall not be liable for loss or damage due to delay or failure to make delivery when such delay or failure is caused by any matters beyond Fluid Life’s control. Fluid Life reserves the right to substitute alternate products with comparable specifications for those ordered. Customers shall have the right to return any substituted products at no charge by following the returned goods policy as stated herein.
Security & Transactions
When we transfer and receive certain types of sensitive information such as credit card information, we redirect visitors to a secure server and will notify visitors through a pop-up screen on our site(s).
If you initiate a transaction through our website(s), such as an event registration or purchase, we may collect and store information about you, such as your name, phone number, address, email, and payment information (such as a credit card number and expiration date), as well as any other information you provide to us, in order to process your transaction, send communications about them to you. This information may be shared with third parties, and third parties may share such information with us, for the same purposes. When you submit credit card numbers, we encrypt that information using industry standard technology.
Warranty
Fluid Life warrants all supplies and/or services covered by the contract to be free from defect in workmanship and materials, to conform strictly to applicable specifications and to be fit for the purpose which purchased. Products found within the online store include a manufacturer’s warranty for a period of twelve (12) months from the date of shipment to the customer.
Indemnity
The Customer agrees to indemnify, defense and hold Fluid Life harmless from and against all losses, expenses, damages and costs, including reasonable legal fees arising out of or relating to any misuse by the Customer of the products and/or services provided by Fluid Life.
Returns & Refunds
Fluid Life must be notified of any discrepancies in a shipment within forty-eight (48) hours of receiving the shipment. In the case of damage or loss in transit, Customer must inspect the shipment and contact Fluid Life and the carrier within 48 hours of receipt. Items that were originally manufacturer sealed must remain sealed to qualify for return. Unused items may be returned within thirty (30) days of original shipping date and are subject to a restocking fee of 15% of the invoice cost.
To expedite a return, please have the following information on hand when requesting a return authorization: Customer account number, invoice number, reason for return, action to take (replacement/repair/return/credit).
Customer is responsible for all shipping charges to the Fluid Life warehouse for all products being shipped for return, exchange, or replacement if it was an ordering error by the Customer. Customer is responsible for all risk of loss and damage to products being shipped for return, exchange, or replacement. Please fully insure return shipment in case of loss or damage, shipment must be sent prepaid. Please use a carrier that can provide you with proof of delivery such as Purolator, UPS or FedEx. This is for your protection as well as ours to ensure quick action on your return.
