Privacy Policy

1. Who We Are

Pacific Grass (“we,” “our,” or “us”) operates an online store at pacificgrass.co. This policy applies to the website, our mobile experiences, and any services that link to it. We manage personal information in line with our internal privacy standards and commitments to our customers.

For privacy-related questions or requests, email [email protected] or write to our customer care team at our registered business address.

2. Information We Collect

• Account details

  Name, contact information, encrypted password, and age or identity confirmations needed to set up and maintain your account.

• Order & fulfillment records

  Billing and shipping addresses, order history, applied discounts, loyalty rewards, delivery notes, and related fulfillment details.

• Payment confirmations

  Information associated with electronic money transfer (EMT) payments. We do not store card numbers because card payments are not accepted.

• Support interactions

  Emails, help-desk submissions, and documentation you provide when contacting customer support.

• Loyalty & promotions

  Points balances, redemptions, contest entries, referral activity, and other rewards program participation.

• Technical information

  IP address, device and browser details, site navigation patterns, and error diagnostics gathered through cookies and similar tools.

3. How We Use Personal Information

• Order fulfillment

  Process, verify, package, and deliver your orders, including confirming age or identity when needed.

• Account & loyalty management

  Maintain account profiles, loyalty points, credits, and promotional offers.

• Support & communication

  Respond to customer inquiries and send transactional updates such as order confirmations, shipping notices, and policy changes.

• Marketing (with consent)

  Send promotional emails or surveys only when you opt in, and respect unsubscribe requests.

• Service improvement

  Analyze performance, identify trends, and enhance the website and product selection.

• Security & fraud prevention

  Protect the Site, detect suspicious activity, and uphold our policies.

4. Cookies & Tracking Technologies

We use cookies and similar technologies to keep you signed in, remember cart contents, measure site performance, and support customer service. Essential cookies are required for the site to function and cannot be disabled. You can control non-essential cookies through your browser settings, but certain features may be limited if cookies are disabled.

5. When We Share Information

We do not sell personal information. We may share information with trusted service providers who assist with payment processing, order fulfillment, shipping, customer support, analytics, marketing communications, and other operational needs. Each provider is bound by contractual confidentiality and security obligations and may only use the data as instructed by us. We may also share information if we believe it’s necessary to protect our customers or our company, or in connection with a business reorganization.

6. International Transfers

Our service providers may operate outside of Canada. When personal information is transferred internationally, we rely on contractual safeguards and other protective measures to ensure it receives at least the same level of care that applies in Canada.

7. Retention

We retain personal information only for as long as necessary to fulfill the purposes outlined in this policy. When data is no longer required, we securely delete or anonymize it in accordance with our retention schedule.

8. Your Rights & Choices

You may request to access, correct, delete, or restrict the processing of your personal information; withdraw consent for marketing; or receive a copy of your data by contacting [email protected]. We will respond promptly within our standard processing timeframe and may ask for additional information to verify your identity.

9. Security

We implement administrative, technical, and physical safeguards to protect personal information against unauthorized access, alteration, disclosure, or destruction. While we strive to protect your data, no transmission or storage system can be guaranteed 100% secure. Please use strong passwords and notify us promptly if you suspect unauthorized account activity.

10. Age Restrictions

Our products and services are intended for adults who meet the minimum age requirements for cannabis consumption in their province or territory. We do not knowingly collect personal information from individuals below that minimum age. If we learn that we have collected such information, we will delete it and close the associated account.

11. Marketing Preferences

You can opt out of marketing emails at any time by clicking the unsubscribe link in our messages or by contacting [email protected]. We do not send marketing SMS. Transactional notifications (such as order confirmations) are essential to your purchases and will continue to be sent.

12. Updates to This Policy

We may update this Privacy Policy to reflect changes in our practices or operational requirements. When we make material changes, we will post the updated policy on this page and revise the “Last updated” date. We encourage you to review the policy periodically.

13. Contact Us

If you have questions about this policy or how we handle personal information, contact our privacy team at [email protected] or submit a request through our support portal at help.pacificgrass.co.