Effective date: July 24, 2026
This Privacy Policy explains how ParcelHub ("ParcelHub", "we", "us", or "our") collects, uses, discloses, and protects personal information when you use parcelhub.ca, my.parcelhub.ca, our applications, retail locations, and related shipping, printing, and design services (the "Services"). We comply with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy laws.
1. Information we collect
- Account information — name, email address, password, mobile phone number (if you add one), organization and business details.
- Shipment information — sender and recipient names, addresses, contact details, package contents, customs declarations, and tracking history.
- Payment information — processed by our payment providers; we store only limited card metadata (brand, last four digits) and transaction records.
- Usage information — device, browser, IP address, approximate location, and interactions with the Services, collected via cookies and similar technologies.
- Communications — support messages, feedback, and, if you enrol in SMS updates, your phone number, verification status, and notification preferences.
2. How we use your information
- Provide the Services: create labels, arrange pickups, track shipments, fulfil print orders.
- Process payments, prevent fraud, and maintain account security.
- Send service communications (order confirmations, tracking updates, account notices).
- Send text message updates you have opted into (see Section 3).
- Send marketing emails where you have consented; you can unsubscribe at any time.
- Improve the Services, and comply with legal obligations.
3. Text messaging (SMS) and your phone number
If you opt into SMS shipment updates, we use your verified mobile number solely to send you the automated status messages you selected (for example: ready for pickup, in transit, delivery exception, delivered) and related service messages such as verification codes. You can opt out at any time by replying STOP to any message or by updating your account settings; reply HELP for assistance. Message frequency varies and message and data rates may apply.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent are not shared with any third parties, except with our SMS delivery provider solely to the extent necessary to deliver the messages you requested.
4. When we share information
- Carriers and logistics partners — shipment details needed to transport and deliver your packages.
- Service providers — payment processing, cloud hosting, email delivery, SMS delivery, and analytics providers, bound by contractual confidentiality and limited to providing their service to us.
- Legal requirements — where required by law, court order, customs authorities, or to protect our rights, users, or the public.
- Business transactions — in connection with a merger, acquisition, or sale of assets, subject to this Policy.
We do not sell personal information.
5. Retention
We keep personal information only as long as needed for the purposes above and to meet legal, tax, and customs record-keeping requirements. When you close your account, we delete or anonymize your identifying information within a reasonable period, except where retention is required by law.
6. Security
We protect personal information with administrative, technical, and physical safeguards appropriate to its sensitivity, including encryption in transit, access controls, and audit logging. No system is perfectly secure; if a breach creates a real risk of significant harm, we will notify you and the Privacy Commissioner as required by law.
7. Your rights
You may access, correct, or delete your personal information through your account settings or by contacting us. You may withdraw consent to optional communications (marketing emails, SMS updates) at any time without affecting your use of the Services. You may also complain to the Office of the Privacy Commissioner of Canada or your provincial privacy regulator.
8. Cookies
We use cookies and similar technologies to keep you signed in, remember preferences, and understand how the Services are used. You can control cookies through your browser settings; some features may not work without them.
9. Children
The Services are not directed to children and we do not knowingly collect personal information from anyone under the age of majority without parental consent.
10. Changes to this Policy
We may update this Policy from time to time. Material changes will be posted with a new effective date and, where appropriate, notified through the Services.
11. Contact us
Privacy questions or requests: [email protected].