Your Privacy - Our Priority

What types of customer information do we collect?

From time to time, we may invite website visitors to enter personal contact details for a specific promotional purpose. In such instances, we will make the promotional purpose clear, and all personal information we collect will be kept strictly confidential. We do not share, rent, or sell personal information to any 3rd parties.

In these cases Royal Canin Canada collects up to 3 types of information from pet owners in Canada:

• Pet Information
  This consists of dog or cat name, birth date and breed. This information is provided directly to us by pet owners, either in writing, online or by phone.

• Pet Owner Information
  This most commonly consists of first name and email address, and is provided to us directly by pet owners, either in writing, online or by phone.
  
  We may ask pet owners for complete contact information, either when responding to inquiries made through our Consumer Affairs line, Quality Control Group, or for a retail promotion which requires us to contact a pet owner (for example, a contest or draw). Complete contact information means full name, mailing address, email address and phone number.

• Aggregate, Non-Personally Identifiable Information
  We collect aggregate information about how our website and email marketing programs are used. We do not use this information to identify individuals in any way.
  

How do we use the customer information we collect?

• Pet Information
  We use pet information solely to ensure the information we send to our customers is relevant.
  
  With a range of products that are specific to the size, age and breed of animals, we use pet information to match the appropriate nutrition and product information with our customers’ needs.
  
  We do not use pet owner information for market research purposes.
  
  Worldwide, Royal Canin does not conduct consumer surveys or use consumer information to formulate nutrition products. Royal Canin strictly considers animal needs, not consumer desires, when researching and formulating products.
  
  
• Pet Owner Information
  We use pet owner information to:
  
  a) provide our customers with information and offers they have explicitly agreed to receive; and to
  b) respond to inquiries our customers have made to our Consumer Affairs or Quality Control team
  
  We make every attempt to be clear and concise about what our customers will receive when they share their personal information with us.
  
  
• Aggregate, Non-Personally Identifiable Information
  We use this information to see what sections of our website and emails are most popular, so we can create the most relevant experience for our customers.
  
  We do not, and cannot, use this information to identify or monitor individuals in any way.
  
  

How do we protect your privacy?
We safeguard our customer information in a responsible and businesslike manner. We use secure systems to store customer information, and we dispose of customer information by destroying it using secure processes.

We do not sell, rent or exchange customer information to any third party, under any circumstance.

From time to time, Royal Canin Canada may choose to use authorized service-providers in the United States to implement email marketing programs.

This necessitates the transfer of information like first name, email address and pet information to secure email servers in the United States, where information is subject to US laws. We make every attempt to safeguard our customer information throughout this process, including limiting the information we send to the United States to include only as much information as is necessary to deliver relevant information to our customers via email.

What if I have questions about my privacy when communicating with Royal Canin Canada?

Royal Canin Canada has a dedicated Privacy Officer.

Our Privacy Officer is Matt Havertape. Please contact Matt Havertape if you have any questions about your privacy and Royal Canin Canada by sending an email with your questions to consumeraffairscanada@royalcanin.ca. Please be sure to include "Privacy" in the subject line of your query.