Privacy Policy

Last Updated:  2024-01-26

This Privacy Policy (“Policy”) describes how your information is collected and processed by Pacific Energy Fireplace Products (“Pacific Energy”, “we”, “us” or “our”). This Policy contains details about how Pacific Energy collects information about you when you visit one of our websites (available at,, and ( collectively, our “websites”), attend our events, apply for a job or participate in our recruitment process, or contact or interact with us via our social media accounts, email or offline (e.g., on the phone, in-person). This Policy also explains how Pacific Energy uses and discloses your information, as well as your ability to access and control certain uses of it




We only collect information by lawful means. We’ll collect, use and/or disclose your personal information only for the purpose(s) for which consent has been given, unless the collection, use, and/or disclosure is allowed or required by law or regulation.  We’ll obtain your consent before or at the time of collection. In compliance with our privacy obligations, and subject to any lawful exemptions, we may obtain your permission based on implied consent (including through this Policy) or through other means (such as express consent).

We’ll respect your right to withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice. Depending on the circumstances, however, withdrawal of your consent may impact our ability to serve you. If you would like to make a request to withdraw your consent, please contact us using the “Contact us” information outlined below.


Information we collect


We collect information in the following ways:

  • Personal information you provide


The personal information we collect from you depends on how you interact with us.

Pacific Energy collects your personal information such as your name, email address, telephone number, mailing address, postal code, communication preferences, sales/product information (product model, serial number, date of purchases, dealer name, installation date, name of installer), and/or your opinions or feedback when you: request information about our products or services, contact us for technical assistance, register/attend for our events (in-person or online), sign up for a warranty, newsletters or other promotions, participate in contests, surveys or other marketing campaigns, interact or follow us on one of Pacific Energy’s social media accounts, or communicate with us with questions, complaints, concerns or other inquiries.

If you apply for a position with us or participate in our recruitment process, we will collect your name, contact information (email, telephone, mailing address), resume, cover letter, employment history, reference check information and information from interviews.

If you are an authorized dealer or distributor or their employee, we may collect your name, organizational contact information (email, work telephone number, mobile phone number, mailing address), title, communication preferences, and, if you sign up for the distributor/dealer portal available on our website, your username and password.

  • Automatically collected information

We may automatically collect information related to your use of our website through cookies and similar tracking technologies. We do not collect personal information that can identify you directly, such as by name, when browsing our website.

Cookies: Cookies are small files that are transferred to your computer through your web browser to help keep track of your visits to and how you use our website. Some cookies allow Pacific Energy to make it easier for you to navigate our website, while others are used to help you log-in faster or to allow us to track your activities on our website.

You can manage website cookies in your browser settings, and you always have the choice to change these settings by accepting, rejecting, or deleting cookies. Please note that if you disable or delete cookies, the website may not function fully or as intended. Visit the Digital Advertising Alliance of Canada page at for more information on how to manage and remove cookies and other targeted advertising.

Clear GIFs, pixel tags, web beacons and other technologies: Clear GIFs are tiny graphics with a unique identifier, and these technologies function in a way that is similar to cookies. In contrast to cookies, which are stored on your computer’s hard drive, clear GIFs are embedded invisibly on web pages. We may use clear GIFs (a.k.a. web beacons, web bugs, or pixel tags), in connection with our website to, among other things, track the activities of visitors, help us manage content, and compile statistics about usage. We and our third-party service providers also use clear GIFs in HTML emails to our users to help us track email response rates, identify when our emails are viewed, and track whether our emails are forwarded.]

Google Analytics: Our Site uses Google Analytics, a web analytics service offered by Google. To learn more about Google’s practices with Google Analytics, click here. To opt out of Google Analytics, click here.


Meta Pixel and Conversions API: Our website utilizes the Meta Pixel and Meta Conversions API services of Meta Platforms, Inc (“Meta”). This tool allows us to follow the actions of users after they are redirected to our website by clicking on a Meta advertisement. We are thus able to record the efficacy of Meta advertisements for statistical and market research purposes. The collected data is saved and processed by Meta. Meta is able to connect the data with your Facebook or Instagram account and use the data for their own advertising purposes, in accordance with Meta’s Privacy Policy found here.

Please click here if you would like to revoke your permission.


How we use your information


We use personal and other information collected from or about you for any of the following purposes:

  • To administer our website, including our Distributor/Dealer portal;
  • To provide our services to you, to communicate with you about your use of our products and services (including our website), to respond to your inquiries, complaints, concerns, including to authenticate you;
  • To manage and administer our warranty program, including to process and track your warranty claims and process and track returns and exchanges and to detect and protect against error or fraud as part of our loss prevention program;
  • To improve your online experience, to tailor the content and information that we may send or display to you, and to otherwise personalize your experiences while using the website or interacting with us via our social media;
  • To review the usage and operations of our website, develop new products or services, and conduct analysis to enhance or improve our website, products or other services;
  • For troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data in relation to our website;
  • To communicate with you about Pacific Energy events, surveys, contests, sweepstakes and other promotions;
  • To process your application for employment, or for an authorized dealer/distributor opportunity;
  • To protect the security or integrity of the website and our business;
  • To comply with legal or regulatory obligations, including investigating suspected unlawful activity and to enforce our rights; and
  • As part of our general business operations, and for other business administration purposes.

How and when we may share your information

We do not sell, trade or lease your personal information to third parties.

Pacific Energy may share information in the following circumstances:

  • Dealers, Distributors, and Agents: By providing Information as part of the customer service process you agree that we may disclose the information to dealers, distributors, and agents as necessary to validate whether the name and serial number provided are registered for our warranty.
  • Affiliates and Subsidiaries: We may share your personal information with our subsidiaries and affiliates as necessary for the purposes set out above, in particular to administer your warranty, respond to your requests, questions, and concerns, and respond to government, judicial or other legal request or to comply with legal obligations. We may also share information with our parent corporation for management and oversight purposes.
  • Service providers: We share information with third parties who need your information to provide services to us such as to host our website. These third party service providers are required to protect the data, and limit use and disclosure of the information for the specific purposes for which we supplied it.
  • Business Transfers: If we are acquired by or merged with another organization, or if all or any portion of our business, assets, or stock are transferred to another company (including in connection with any bankruptcy or similar proceedings), we may transfer the information we have collected from you to such other organization. By providing us information you agree that we may confidentially share that information with prospective transferees or their representatives as part of the due diligence process, a transaction, or for continued use in accordance with the terms of consent pertaining to your personal information in question after the transaction.
  • To Protect Pacific Energy and/or Others: We also may disclose your personal information where we believe it is necessary to establish, investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the safety, rights, privacy, or property of any person, violations of our respective terms or conditions of use, or as evidence in litigation in which Pacific Energy is involved.
  • Your Consent: We may share your personal information for other purposes with your consent or as otherwise permitted by law or required by law.

Retention of personal information

We’ll keep personal information as long as necessary to satisfy the purposes for which it was collected, meet legal obligation, or meet contractual obligations; once the personal information is no longer required it will be destroyed [or anonymized].

Data security


We use reasonable physical, technological, organizational and contractual safeguards, appropriate to the sensitivity of the information, to protect personal information in our possession or under our control from theft, loss and unauthorized access, disclosure or use.

While Pacific Energy takes the issue of protecting your personal information seriously, please be aware that security cannot be totally guaranteed. You should exercise discretion in what information you disclose and/or transmit online. Pacific Energy cannot guarantee that information sent over the internet is fully secure. The transmitted information may be intercepted by others before it reaches Pacific Energy. If you are concerned about sending personal information to Pacific Energy over the internet, please send the information by mail. Pacific Energy is not responsible for the security of information sent over the internet.

If you create an account on our website, you are responsible for maintaining the strict confidentiality of your account password, and you shall be responsible for any activity that occurs using your account credentials, whether or not you authorized such activity. Please notify us of any unauthorized use of your password or account or any other breach of security.

Third-party websites


Our website may provide links to other websites that are not owned or controlled by us.  These links are provided as a convenience only.  We encourage you to read the privacy policies of all linked sites before navigating through them.



We do not knowingly collect, use or share personal information directly from children. Our website and online resources are not directed at children.

If we determine upon collection that a user is underage, we will not use or maintain their personal information without the parent’s or guardian’s consent. If we become aware that we have unknowingly collected personal information from a child, we will make commercially reasonable efforts to delete such information from our records.

International transfers of information

Some of our service providers and business partners, including our dealers, distributors and agents may be based outside of your home jurisdiction, including in all Canadian provinces (plus Yukon), all US states (minus Hawaii), and Australia. This means your information may be accessible to law enforcement authorities or government entities outside of your jurisdiction, in accordance with the laws of that jurisdiction.

Your data subject rights

Pacific Energy is committed to ensuring that the personal information we hold is accurate and complete. You have the right to request access to your personal information in our files and to ask for us to update your information as necessary, subject to any legal restrictions that would prohibit such action.

You may also have additional rights, in specified circumstances depending on your jurisdiction, to object to our use of your personal information, to request the deletion of your personal information or restrict its use, to understand, to request an explanation in relation to any use of automated decision systems used to make predictions, recommendations or decisions about you that could have a significant impact on you, and to request a copy of the information you have provided to us be transferred to another person.

We may ask you to verify your identity and to provide other details before we are able to provide you with any information, correct any inaccuracies, or otherwise respond to any request related to your personal information.

If you would like to make a data subject request, including to access or update your personal information, please contact us using the “Contact us” information outlined below.

Contact us

In most cases, issues can be resolved by telling us about it and discussing the issue or concern with us.

Complaints, questions, and requests in relation with this policy, the company’s privacy practices, or your personal information can be sent to our Privacy Officer, who is the individual responsible for the Company’s compliance with this policy, by:

  • Emailing us at [email protected].
  • Writing us at 2975 Allenby Rd, Duncan, BC, Canada, V9L 6V8.

Changes to our Policy

We may modify this Policy from time to time and will post the most current version online. In some cases (for example, if we significantly expand our use or sharing of your personal information), we will also tell you about changes by additional means, such as by sending an email to the email address we have on file for you. In some cases, we will request your consent to the changes.