Privacy & Store Policies

1. Overview

This page explains what information MEDPEP collects, how we use it, how it may be shared, how long we retain it, and the store policies that apply to orders placed through our website.

By using our website, creating an account, contacting us, or placing an order, you acknowledge that your personal information and order details may be handled as described in these policies.

2. Information We Collect

We may collect personal information that you provide directly to us, including your name, billing address, shipping address, email address, phone number, order details, account information, and any information you submit through forms on our website.

When you browse our website, we may also collect certain technical information, including your IP address, browser type, device information, general location information, pages viewed, products viewed, cart activity, and cookies or similar technologies used to support website functionality.

During checkout, we may collect information required to process your order, calculate applicable taxes, estimate shipping, prevent fraud, and complete delivery.

3. How We Use Your Information

We use personal information for the following purposes:

• To process, confirm, and fulfill orders.
• To calculate applicable taxes and shipping rates.
• To provide shipping, tracking, and delivery support.
• To communicate with you about your order, account, inquiries, returns, refunds, or customer service requests.
• To process payments and help prevent fraudulent transactions.
• To create and manage customer accounts, where applicable.
• To save account details so future checkouts can be completed more efficiently.
• To maintain website functionality, including cart contents and recently viewed products.
• To improve our website, product offerings, customer experience, and internal operations.
• To comply with legal, tax, accounting, regulatory, and recordkeeping obligations.
• To send marketing communications only where you have chosen to receive them or where permitted by applicable law.

4. Orders, Payments, and Checkout

When you place an order, we collect the information needed to complete the transaction, including your contact details, billing details, shipping details, order contents, and payment-related information.

Payment information is processed through secure third-party payment providers. MEDPEP does not intentionally store full credit card numbers or complete payment card details on its own systems.

We may receive limited payment confirmation information, such as transaction status, billing details, payment method type, and fraud-prevention information required to confirm, process, refund, or support your order.

5. Shipping and Fulfillment

To fulfill and deliver orders, we may share necessary shipping and order information with third-party fulfillment and shipping service providers, including shipping management platforms and shipping carriers.

This information may include your name, shipping address, email address, phone number, order number, product/order contents, package details, shipping method, and tracking information.

This information is used only as needed to create shipping labels, arrange delivery, provide tracking, resolve delivery issues, and complete fulfillment.

6. Refund & Return Policy

MEDPEP products are tested for quality, consistency, and purity, with documentation provided where available for each batch.

Due to the research-use-only nature of our products, returns, refunds, or replacements are limited to products that are lost or damaged during shipping, or where a verified product issue is reported promptly and supported with clear details.

If you believe there is an issue with your order, please contact us within 48 hours of delivery at info@medpep.ca. Include your order number, a description of the issue, and photos if applicable.

Special circumstances may be reviewed on a case-by-case basis. MEDPEP reserves the right to approve or decline refund, replacement, or return requests based on the information provided and the condition of the order.

7. Taxes

We may use your billing address, shipping address, general location, IP address, and order information to estimate, calculate, collect, and report applicable taxes.

This information may be processed internally or by third-party tax calculation services used to support tax compliance.

8. Customer Accounts

If you create an account, we may store your name, email address, phone number, billing address, shipping address, username, password credentials, and order history.

This information is used to manage your account, display past orders, support customer service, and populate checkout details for future purchases.

You are responsible for keeping your account login details confidential.

9. Cookies and Similar Technologies

Our website uses cookies and similar technologies to support core website functions, including remembering cart contents, keeping users logged in, improving checkout functionality, tracking recently viewed products, supporting security, and understanding website performance.

Cookies may also be used to remember preferences and provide a smoother browsing experience.

You can adjust your browser settings to block or delete cookies. However, some website features, including cart and checkout functions, may not work properly if cookies are disabled.

10. Product Views, Cart Activity, and Website Use

While you visit our website, we may track products you view, pages you visit, and items added to your cart.

This information may be used to display recently viewed products, maintain cart contents, improve website performance, understand customer interests, and support a better shopping experience.

11. Contact Forms and Customer Service

If you contact us through a website form, email, or customer service channel, we may collect your name, email address, phone number, message content, order details, and any other information you choose to provide.

We use this information to respond to your inquiry, provide customer support, resolve issues, and maintain appropriate business records.

12. Reviews and Comments

If you choose to leave a product review, comment, or similar public submission, we may collect and display the information you provide, such as your name, review content, rating, and related product information.

Please avoid including sensitive personal information in public reviews or comments.

13. Marketing Communications

If you choose to subscribe to marketing emails or promotional communications, we may use your email address and related preferences to send updates, product information, promotions, or website news.

You may unsubscribe from marketing emails at any time by using the unsubscribe link included in the email or by contacting us directly.

We do not require you to receive marketing emails in order to place an order.

14. Who Has Access to Your Information

Authorized MEDPEP team members may access customer and order information where needed to operate the business.

This may include access to order details, customer contact details, billing and shipping information, payment status, refund information, customer service messages, and account details.

Access is limited to individuals who need the information to process orders, provide support, manage the website, handle refunds, comply with legal obligations, or maintain business operations.

15. Information We Share With Third Parties

We may share personal information with trusted third-party service providers that help us operate our website and provide services to you.

These may include payment processors, shipping and fulfillment providers, tax calculation services, email service providers, website hosting providers, security tools, analytics tools, professional advisors, and service providers used for customer support or business operations.

We only share the information reasonably necessary for these providers to perform their services.

We may also disclose personal information if required by law, regulation, legal process, tax authority, payment dispute process, fraud investigation, or to protect our rights, customers, business, or website security.

16. Analytics and Website Performance

We may use analytics or performance tools to understand how visitors use our website, identify technical issues, monitor traffic, improve website functionality, and support business decisions.

Analytics information may include device type, browser type, pages visited, general location, referral source, session activity, and similar technical information.

Where possible, analytics information is used in an aggregated or non-identifying manner.

17. How Long We Keep Information

We retain personal 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.

Order, billing, shipping, tax, and transaction records may be retained for legal, accounting, tax, fraud prevention, customer service, and business recordkeeping purposes.

Customer account information is generally retained for as long as the account remains active, unless deletion is requested and we are not required to retain the information for legal or business purposes.

Contact form and customer service communications may be retained as needed to respond to inquiries, resolve issues, and maintain appropriate business records.

18. How We Protect Your Information

We use reasonable administrative, technical, and physical safeguards to help protect personal information against unauthorized access, loss, misuse, disclosure, alteration, or destruction.

These safeguards may include secure website connections, restricted account access, password protection, reputable third-party service providers, access controls, and security practices appropriate to the nature of the information.

No method of online transmission or electronic storage is completely secure, and we cannot guarantee absolute security.

19. Data Transfers and Service Providers

Some of our service providers may process or store personal information outside your province, territory, or country of residence, including in Canada, the United States, or other jurisdictions where those service providers operate.

When personal information is processed outside your jurisdiction, it may be subject to the laws of that jurisdiction.

We take reasonable steps to use service providers that maintain appropriate privacy and security practices.

20. Your Privacy Rights

Depending on where you live, you may have rights regarding your personal information, including the right to request access to personal information we hold about you, request correction of inaccurate information, withdraw consent where applicable, request deletion of certain information, or ask questions about how your information is handled.

Some information may need to be retained where required for legal, tax, accounting, fraud prevention, dispute resolution, order fulfillment, or business recordkeeping purposes.

To make a privacy request, contact us using the information below.

21. Children’s Privacy

Our website is intended for users who are able to make purchases and use the website in accordance with applicable laws. We do not knowingly collect personal information from children.

If we become aware that personal information has been collected from a child without appropriate consent, we will take reasonable steps to delete it.

22. Changes to These Policies

We may update these policies from time to time to reflect changes to our website, services, legal obligations, order processes, or business practices.

The updated version will be posted on this page with a revised “Last updated” date.