Shipping

Retainer Lab ships orders throughout Canada and the United States with fast, tracked delivery.

We work to process and dispatch orders as quickly as possible. Once your order has shipped, you’ll receive tracking information through Shop, allowing you to follow your package as it reaches each checkpoint on its way to you.

We use trusted carriers based on the destination and availability. Canadian orders are typically shipped with Canada Post, while U.S. orders are typically shipped with FedEx. In some cases, another trusted carrier may be used to provide the most reliable delivery option.

Please note that delivery estimates may be affected by major holidays, severe weather, carrier delays, or other circumstances outside of our control.

Canada

Standard Tracked Shipping — FREE

Most Canadian orders typically arrive within approximately 3–5 business days after shipment.

Tracking is provided with your order.

United States

Standard Tracked Shipping — FREE

We offer free tracked shipping to customers throughout the United States.

Delivery times may vary depending on your location. Once your order ships, you’ll receive tracking information so you can follow its progress.

30-Day Money-Back Guarantee

We want you to be able to actually try the Pod Ultra and decide whether it’s right for you.

If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order.

Unlike policies that require products to remain unopened, our 30-day return policy allows eligible customers to open and try their Pod Ultra during the return period.

Returned products should be clean, in reasonable condition, and include the original accessories and components supplied with the order.

If your order arrives damaged, defective, or incorrect, please contact Retainer Lab Support as soon as possible so we can help resolve the issue.

How to Start a Return

To request a return, contact Retainer Lab through our support page and provide your:

• Order number
• Email address used to place the order
• Reason for the return
• Photos or video if the product arrived damaged, defective, or incorrect

Once your return request has been reviewed and approved, we’ll provide you with the appropriate return instructions and return address.

Please do not send a product back before receiving return authorization and instructions from us.

Preparing Your Pod Ultra for Return

Before returning a used Pod Ultra:

Empty all water from the stainless-steel chamber.

Clean and completely dry the device.

Include the accessories and components originally supplied with your order.

Package the product securely to help protect it during transportation.

Follow the return shipping instructions provided by our support team.

We recommend using a trackable shipping service when returning your order so the shipment can be monitored until it reaches us.

Refunds

Once your eligible return has been received and inspected, we’ll notify you regarding the status of your refund.

Approved refunds will normally be issued to the original payment method used when placing the order.

After we issue your refund, your bank or payment provider may require additional business days for the funds to appear in your account.

Original shipping charges, expedited shipping charges, return shipping costs, and other fees are handled according to the circumstances of the return and the terms provided when your return is approved.

Damaged, Defective or Incorrect Orders

If your Pod Ultra arrives damaged, defective, or different from what you ordered, contact us as soon as possible.

Please include your order number along with clear photos or video showing the issue.

Our support team will review the situation and work with you to provide an appropriate solution.

Return Conditions

To help us process your return successfully:

Products must be returned within the applicable 30-day return period.

Used devices must be emptied, cleaned, and completely dried before being returned.

Products should be returned with their original accessories and components.

Returns must be securely packaged to prevent damage during transportation.

A return request must be approved by Retainer Lab before the product is sent back.

Products that have been intentionally damaged, excessively damaged through misuse, modified, or returned with significant missing components may not qualify for a full refund.

Replacement Units

Replacement products provided to resolve a warranty, shipping, or product issue may be subject to separate return and warranty conditions.

Please contact Retainer Lab Support before attempting to return a replacement unit.

Need Help?

If you have questions about shipping, delivery, returns, or an existing order, please contact us through the Retainer Lab Support page.

When contacting us about an order, include your order number and the email address used at checkout so we can assist you more quickly.

One important change from the Zima example: I would not include wording like “items must be unused/unopened” because that directly conflicts with the 30-day try-at-home/opened-device return policy you’ve been advertising. Your policy page, product page, FAQ, and ads should all say the same thing.

Last updated: September 10, 2026

These Terms and Conditions (“Terms”) govern your access to and use of retainerlab.ca (the “Site”) and your purchase and use of products offered by Retainer Lab (“Retainer Lab,” “we,” “us,” or “our”).

Please read these Terms carefully before using the Site or placing an order.

By accessing the Site, placing an order, or otherwise purchasing a product from us, you agree to these Terms.

Nothing in these Terms is intended to exclude, restrict, or waive any rights or remedies that cannot lawfully be excluded under applicable consumer-protection laws.

1. About These Terms

1.1 What These Terms Cover

These Terms explain the conditions that apply when you:

• access or use retainerlab.ca;
• purchase products from Retainer Lab;
• communicate with us regarding an order;
• participate in promotions offered through the Site; or
• use products purchased from us.

1.2 Other Policies

Your use of the Site and purchases from us may also be governed by our:

• Privacy Policy;
• Shipping & Returns Policy; and
• any product-specific instructions, warranties, or notices provided with a product.

Those policies should be read together with these Terms.

1.3 Contacting Us

If you have questions about these Terms, a product, or an order, please contact us through our Support page or by email:

Retainer Lab

Website: retainerlab.ca

Email: support@retainerlab.ca

2. Use of the Site

You may use the Site only for lawful purposes.

You must not use or attempt to use the Site to:

• violate any applicable law or regulation;
• infringe another person’s privacy, intellectual-property, or other legal rights;
• transmit malicious software, viruses, or harmful code;
• interfere with the operation or security of the Site;
• gain unauthorized access to systems, accounts, or information;
• impersonate another person or provide fraudulent information;
• submit fraudulent orders or payments;
• send unsolicited or abusive communications; or
• use automated scraping, data-mining, crawling, or similar tools in a way that interferes with the Site or violates applicable law.

We may restrict or terminate access to the Site where reasonably necessary to protect Retainer Lab, our customers, or our services.

3. Products and Product Information

We aim to describe and display our products as accurately as reasonably possible.

Product photographs, colours, packaging, dimensions, and other visual information may appear slightly different depending on your screen, production batch, packaging updates, or other reasonable product changes.

We may make minor changes to a product where necessary to:

• improve its design or performance;
• comply with regulatory or safety requirements;
• update packaging;
• improve manufacturing; or
• address technical issues.

We will not knowingly substitute a materially different product for the one you purchased without informing you where required.

4. The Pod Ultra

The Pod Ultra is designed as a consumer cleaning device for compatible removable dental appliances and other expressly identified compatible items.

The Pod Ultra uses ultrasonic cleaning technology and UV-C functionality as part of its cleaning system.

You must use the Pod Ultra according to the instructions supplied with the product and any care instructions supplied by the manufacturer of your dental appliance.

Not every material or dental appliance is necessarily suitable for every cleaning method. If you are uncertain whether your appliance is compatible, consult its manufacturer, dentist, or orthodontist before use.

5. Orders

5.1 Placing an Order

When you submit an order through the Site, you are offering to purchase the selected products at the price and on the terms displayed at checkout.

Before submitting your order, you are responsible for checking:

• the products selected;
• quantity;
• shipping address;
• billing information;
• pricing;
• discounts;
• taxes; and
• any shipping charges.

You will have an opportunity to review and correct your order information before completing your purchase.

5.2 Order Confirmation

After your order is successfully submitted and payment is validated, you should receive an electronic order confirmation containing relevant transaction information.

An order confirmation does not necessarily mean your order has shipped.

5.3 Acceptance and Cancellation

We reserve the right to decline or cancel an order where reasonably necessary, including where:

• a product is unavailable;
• pricing or product information contained an obvious error;
• payment cannot be authorized;
• we reasonably suspect fraud or unauthorized activity;
• we cannot deliver to the address provided; or
• circumstances outside our reasonable control prevent fulfillment.

If we cancel an order after collecting payment and no goods are supplied, we will refund the applicable amount to the original payment method.

6. Product Availability

All orders are subject to product availability.

We try to keep inventory information current, but a product may occasionally become unavailable after an order has been submitted.

If we cannot fulfill your order, we will contact you and provide an appropriate refund or other available option.

7. Prices and Payment

7.1 Prices

Product prices are displayed on the Site and confirmed during checkout.

Applicable taxes, shipping charges, discounts, and other charges will be displayed where required before you complete your purchase.

The currency applicable to your purchase will be shown during checkout.

7.2 Payment

Payment must be made using one of the payment methods available at checkout.

By submitting payment information, you represent that you are authorized to use the selected payment method.

Payments may be processed by third-party payment providers, including providers integrated with Shopify. Your use of those payment methods may also be subject to the provider’s own terms and privacy practices.

Retainer Lab does not directly store your complete payment-card number when payment is handled by the applicable payment processor.

7.3 Payment Errors

We may cancel or pause an order if:

• payment is declined;
• payment authorization fails;
• we reasonably suspect fraud; or
• payment information cannot be verified.

8. Promotions and Discount Codes

We may offer discount codes or promotional offers from time to time.

Unless otherwise stated:

• discount codes must be entered before checkout is completed;
• promotions apply only during the advertised period;
• promotions may be limited to certain products or customers;
• discounts may not be combined unless expressly permitted; and
• promotional offers have no cash value.

We may correct or cancel a promotion affected by a genuine technical or pricing error, subject to applicable law.

9. Shipping and Delivery

We currently offer shipping to eligible addresses in Canada and the United States.

Our current shipping options, estimated delivery periods, and applicable charges are described in our Shipping & Returns Policy and at checkout.

Canada

Standard tracked shipping is offered free.

Most Canadian orders typically arrive approximately 3–5 business days after shipment.

Canadian orders are typically delivered using Canada Post, although another trusted carrier may be used where appropriate.

United States

Standard tracked shipping is also offered free to eligible U.S. destinations.

U.S. orders are typically delivered using FedEx, although another trusted carrier may be used where appropriate.

Delivery times are estimates and may be affected by:

• weather;
• holidays;
• carrier disruptions;
• remote destinations;
• customs processing;
• unusually high shipping volumes; or
• events outside our reasonable control.

10. Tracking

When tracking is available, tracking details will be provided after shipment.

Customers may be able to track orders through Shop and receive updates as the package passes through carrier checkpoints.

Tracking information is supplied by the carrier and may occasionally be delayed or temporarily unavailable.

11. Delivery Address

You are responsible for providing a complete and accurate shipping address.

If you need to change your address, contact us as soon as possible at support@retainerlab.ca.

We will try to accommodate address changes before shipment, but we cannot guarantee that an address can be changed after an order has begun processing or has been transferred to the carrier.

12. Delivery Problems

If an order appears significantly delayed, lost, damaged in transit, or marked delivered when you cannot locate it, contact Retainer Lab Support at support@retainerlab.ca.

We may ask you to:

• verify the shipping address;
• check the carrier’s tracking information;
• check with other occupants, neighbours, or building staff;
• provide photographs of damaged packaging or products; or
• assist with a carrier investigation.

Your statutory consumer rights remain unaffected.

13. 30-Day Money-Back Guarantee

Retainer Lab offers eligible customers a 30-day money-back guarantee.

The return period begins on the date your order is delivered.

You may open and reasonably try the Pod Ultra during the 30-day return period. Our return policy is intended to allow customers to evaluate the device at home before deciding whether to keep it.

To request a return, contact support@retainerlab.ca within 30 days of delivery.

Returned devices should:

• be emptied of water;
• be clean and dry;
• be returned in reasonable condition;
• include the supplied accessories and components; and
• be packaged appropriately for return transportation.

Products that have been intentionally damaged, substantially misused, modified, or returned with significant missing components may not qualify for a full refund, subject to any rights that cannot legally be limited.

14. Return Authorization

Before sending a return, please contact Retainer Lab Support at support@retainerlab.ca.

We may ask for:

• your order number;
• the email address associated with the order;
• the reason for the return; and
• photographs or video where the return concerns damage, defects, or an incorrect product.

If your return request is approved, we will provide return instructions and the applicable return address.

Please do not send products back before receiving return instructions from us.

15. Refunds

Eligible refunds are generally issued to the original payment method.

Once an approved return has been received and reviewed, we will process the refund within a reasonable period.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Any treatment of:

• original shipping charges;
• expedited shipping fees;
• return shipping costs; or
• other charges

will be determined by our Shipping & Returns Policy and applicable consumer law.

16. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered, contact us promptly at support@retainerlab.ca.

Please provide your order number and, where appropriate, photographs or video demonstrating the issue.

Depending on the circumstances and your applicable legal rights, the available remedy may include:

• troubleshooting;
• replacement parts;
• replacement of the product;
• repair, where appropriate; or
• a refund.

Nothing in these Terms limits remedies available to you under applicable consumer law.

17. Product Warranty

Any warranty offered by Retainer Lab for a particular product will be described on the Site, in product documentation, or in warranty information provided with your purchase.

Any warranty offered by Retainer Lab is in addition to any rights you may have under applicable consumer law.

Warranty coverage may exclude issues caused by:

• normal wear and tear;
• misuse or abuse;
• accidental damage;
• unauthorized modification or repair;
• failure to follow product-care or operating instructions;
• inappropriate cleaning liquids or chemicals;
• incorrect water temperature;
• loss or theft; or
• cosmetic changes that do not affect normal product operation.

If you believe your product has a manufacturing defect, contact support@retainerlab.ca with your order number and details of the issue.

18. Proper Use and Product Care

Products must be used only:

• for their intended purpose;
• according to the supplied instructions;
• using compatible items and cleaning products; and
• in accordance with applicable safety information.

You are responsible for following the care instructions for your dental appliance.

Damage caused by misuse, unauthorized modifications, improper cleaning products, inappropriate water temperature, or failure to follow operating instructions may not qualify as a product defect.

19. Health and Dental Information

Information provided on retainerlab.ca, our social-media accounts, advertisements, FAQs, instructions, or other materials is provided for general informational purposes.

It is not individualized dental or medical advice and should not replace advice from a qualified dentist, orthodontist, physician, or other healthcare professional.

Retainer Lab products are not intended to diagnose, treat, cure, or prevent disease unless specifically authorized and advertised for such a purpose under applicable law.

If you have questions about the compatibility of a dental appliance, oral condition, or treatment plan, consult an appropriate healthcare professional.

20. Intellectual Property

Unless otherwise stated, the Site and its contents—including Retainer Lab branding, logos, product photography, graphics, videos, written content, product designs, website layout, and other original materials—are owned by or licensed to Retainer Lab and may be protected by applicable intellectual-property laws.

You may use Site content for ordinary personal, non-commercial purposes.

Unless permitted by law or authorized by us in writing, you may not:

• reproduce substantial Site content for commercial use;
• sell or redistribute our materials;
• falsely represent our materials as your own;
• use our branding in a misleading way; or
• use our intellectual property in a way that infringes our rights.

21. Reviews and Other User Content

Where the Site allows you to submit reviews, images, comments, testimonials, or other material (“User Content”), you represent that:

• you have the right to submit it;
• it is truthful to the best of your knowledge;
• it does not infringe another person’s rights;
• it does not contain unlawful or malicious material; and
• its submission complies with applicable law.

By submitting User Content to Retainer Lab, you grant us a non-exclusive, worldwide, royalty-free licence to display, reproduce, format, and use that content in connection with operating and promoting Retainer Lab, subject to applicable privacy and other laws.

We may remove User Content that violates these Terms or applicable law.

22. Third-Party Services and Links

The Site may use or link to services operated by third parties, including:

• Shopify;
• payment processors;
• Shop;
• shipping carriers;
• analytics providers; and
• social-media services.

Unless stated otherwise, those third parties are independent from Retainer Lab.

We are not responsible for third-party websites or services beyond responsibilities imposed on us by applicable law.

Third-party services may be subject to their own terms and privacy policies.

23. Privacy

Your privacy is important to us.

Our collection, use, and disclosure of personal information are described in our Privacy Policy.

Please review that policy to understand how personal information associated with your Site use and purchases is handled.

24. Events Outside Our Reasonable Control

We are not responsible for delays or failures caused by circumstances genuinely outside our reasonable control, such as:

• severe weather;
• natural disasters;
• widespread transportation disruption;
• labour interruptions;
• telecommunications outages;
• carrier disruptions;
• government actions; or
• other comparable events.

Where such circumstances affect an order, we will take reasonable steps to communicate with you and fulfill our obligations as required by law.

25. Limitation of Liability

To the maximum extent permitted by applicable law, Retainer Lab will not be liable for indirect, incidental, special, or consequential losses arising from your use of the Site or Products where such liability may legally be excluded.

Nothing in these Terms excludes or limits liability where doing so would be prohibited by law.

Nothing in these Terms limits any statutory rights or remedies available to consumers.

26. Changes to These Terms

We may update these Terms from time to time to reflect:

• changes to our business;
• product or service changes;
• legal or regulatory requirements; or
• changes to Site functionality.

The most recent version will be posted on this page with an updated revision date.

For an order already accepted, the terms in effect when the order was placed will generally govern that transaction unless a later change is required by law or agreed between us.

27. Governing Law

These Terms are governed by the laws of the Province of Ontario and the applicable federal laws of Canada, without limiting any mandatory consumer-protection rights that may apply based on your location.

Any dispute relating to these Terms, the Site, or a purchase from Retainer Lab will be handled by a court or other body with jurisdiction under applicable law.

28. Severability

If any provision of these Terms is found to be unlawful, invalid, or unenforceable, that provision will be interpreted or limited to the minimum extent necessary, and the remaining provisions will continue in effect where legally permitted.

29. No Waiver

If we do not immediately enforce a provision of these Terms, that does not mean we permanently waive our right to enforce it later.

30. Entire Agreement

These Terms, together with the policies and order information expressly incorporated into them, form the agreement between you and Retainer Lab concerning your purchase and use of the Site, subject to rights and obligations imposed by applicable law.

31. Contact Us

If you have questions, complaints, concerns, or issues regarding an order or these Terms, please contact:

Retainer Lab

Website: retainerlab.ca

Email: support@retainerlab.ca

When contacting us regarding an existing order, please include your order number and the email address used at checkout so we can assist you more efficiently.

Last updated: September 10, 2026

Last updated: September 10, 2026

Retainer Lab (“Retainer Lab,” “we,” “us,” or “our”) respects your privacy and is committed to handling your personal information responsibly.

This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information when you visit retainerlab.ca, place an order, contact us, interact with our advertisements or marketing, or otherwise use our services.

By using our website or providing personal information to us, you acknowledge the practices described in this Privacy Policy.

If you have questions about this Privacy Policy or how your personal information is handled, contact us at support@retainerlab.ca.

1. Personal Information We Collect

“Personal information” means information about an identifiable individual.

Depending on how you interact with Retainer Lab, we may collect the following categories of information.

Identity Information

This may include:

• first name;
• last name; and
• other information you provide when communicating with us.

Contact Information

This may include:

• email address;
• telephone number;
• billing address; and
• shipping address.

Order and Transaction Information

This may include:

• products purchased;
• order number;
• purchase date;
• order value;
• discounts used;
• payment status;
• refunds;
• returns;
• shipping information; and
• products placed in your cart.

Payment Information

Payments are processed through third-party payment providers and services made available through Shopify.

Depending on the payment method you choose, those providers may process information such as your payment-card details, billing information, or other information required to complete your transaction.

Retainer Lab does not directly store your complete payment-card number when payment is processed by our payment providers.

Technical and Usage Information

When you visit our Site, we or our service providers may automatically collect certain information, including:

• IP address;
• browser type;
• device type;
• operating system;
• approximate location derived from your device or IP address;
• pages viewed;
• referring pages;
• time spent on pages;
• interactions with the Site;
• shopping-cart activity;
• search activity; and
• cookie or similar technology identifiers.

Shopify itself may receive device information such as IP addresses, device identifiers, cookie IDs, browser information, and network information when consumers interact with Shopify-powered stores and services.  

Customer Service Information

When you contact us, we may collect:

• your name;
• email address;
• order number;
• messages you send us;
• photographs or videos you voluntarily provide;
• information about product or shipping problems; and
• other information necessary to resolve your request.

Marketing Information

We may collect information about:

• whether you subscribed to marketing communications;
• your communication preferences;
• interactions with marketing emails;
• interactions with advertisements; and
• products or pages that may be relevant to your interests.

Reviews and User Content

If you voluntarily submit a review, testimonial, photograph, video, survey response, or other content, we may collect and use the information you provide in accordance with this Privacy Policy and our Terms & Conditions.

2. Information We Do Not Intentionally Request

Retainer Lab does not intentionally request sensitive personal information such as:

• racial or ethnic origin;
• religious or philosophical beliefs;
• political opinions;
• trade-union membership;
• genetic information;
• biometric information;
• sexual orientation; or
• detailed medical information.

Please avoid sending sensitive medical or dental information through ordinary customer-support communications unless it is genuinely necessary to resolve your request.

3. How We Collect Personal Information

We may collect personal information in several ways.

Information You Provide Directly

For example, when you:

• place an order;
• enter shipping or billing information;
• create or use a customer account;
• contact customer support;
• submit a return request;
• submit a review;
• enter a promotion;
• subscribe to marketing; or
• otherwise communicate with us.

Information Collected Automatically

Certain technical and usage information may be collected automatically when you interact with our Site through cookies, pixels, analytics technologies, server logs, and similar tools.

Information From Service Providers

We may receive information from third parties that help us operate Retainer Lab, such as:

• Shopify;
• payment processors;
• shipping carriers;
• analytics providers;
• advertising platforms; and
• customer-service or marketing tools.

4. Why We Use Your Personal Information

We use personal information only for reasonable business purposes connected to operating Retainer Lab.

These purposes may include:

Processing Orders

We may use your information to:

• accept and process orders;
• process payments;
• confirm purchases;
• prepare orders for shipment;
• deliver products;
• provide tracking information; and
• manage returns or refunds.

Customer Support

We may use your information to:

• answer questions;
• troubleshoot problems;
• process returns;
• investigate missing or damaged orders;
• respond to complaints; and
• communicate with you about your purchase.

Operating and Improving Our Website

We may use technical and usage information to:

• understand how visitors use the Site;
• identify technical problems;
• improve navigation;
• improve product pages;
• improve checkout;
• measure Site performance; and
• improve the overall customer experience.

Fraud Prevention and Security

We may use information to:

• detect suspicious transactions;
• prevent fraud;
• protect customer accounts;
• protect our Site and systems; and
• investigate misuse or unauthorized activity.

Marketing and Advertising

Where permitted by law, we may use information to:

• send promotional communications;
• measure advertising performance;
• understand which advertisements lead visitors to our Site;
• create or measure advertising audiences;
• display advertisements that may be more relevant to visitors; and
• improve our marketing strategy.

Where consent is required, we will seek consent before using personal information for these purposes.

Legal and Administrative Purposes

We may use information to:

• maintain business records;
• comply with tax, accounting, legal, or regulatory obligations;
• establish or defend legal rights;
• respond to lawful requests from authorities; and
• enforce our Terms & Conditions.

Canadian privacy principles generally require organizations to identify the purposes for collection, limit collection to what is necessary, and limit subsequent use, disclosure, and retention to appropriate purposes.  

5. Shopify

Our online store is hosted and powered by Shopify.

Shopify provides the ecommerce infrastructure that allows us to sell our products and operate our Site.

When you use a Shopify-powered store, Shopify may process personal information in connection with services such as:

• checkout;
• payments;
• fraud prevention;
• customer accounts;
• Shop;
• Shop Pay;
• analytics; and
• other Shopify services we choose to use.

Shopify explains that it processes information about consumers who shop at Shopify-powered businesses and may act as a processor or service provider on behalf of merchants in certain circumstances.  

You can review Shopify’s own privacy practices through Shopify’s Privacy Policy.

6. Payments

Payments are handled through third-party payment processors available through our Shopify checkout.

Those providers process the information necessary to authorize and complete your payment.

Retainer Lab generally receives information about the transaction, such as:

• whether payment was successful;
• transaction amount;
• payment method type; and
• relevant order information.

We do not intentionally collect or maintain your complete payment-card number ourselves when the transaction is handled by the payment provider.

7. Shipping Providers

We share information necessary to deliver your order with shipping and logistics providers.

This may include:

• your name;
• shipping address;
• telephone number where required;
• email address where required;
• order or shipment number; and
• delivery instructions.

Canadian orders are typically shipped using Canada Post, while U.S. orders are typically shipped using FedEx, although another trusted carrier may be used depending on availability or destination.

These providers may process personal information under their own privacy policies.

8. Tracking Through Shop

Where available, customers may receive order and shipment tracking through Shop.

Information relating to your order may therefore be processed through Shopify and Shop to provide shipment status, tracking updates, and other order-related functionality.

9. Analytics

We may use analytics tools to understand how visitors interact with retainerlab.ca.

Analytics information may help us understand:

• how visitors reached our Site;
• which pages are viewed;
• how long visitors remain on pages;
• how customers move through the Site;
• whether visitors add products to their cart;
• whether visitors complete checkout; and
• how our Site performs.

This information helps us improve our website, products, advertising, and customer experience.

10. Advertising and Pixels

We may use advertising technologies provided by platforms such as Meta and other advertising providers.

These technologies may collect or receive information about interactions with our Site, subject to your applicable privacy choices and the settings available through our Site and those platforms.

This information may be used to:

• measure advertisement performance;
• understand whether an advertisement resulted in a visit or purchase;
• reduce irrelevant advertising;
• improve advertising campaigns; and
• display advertisements to relevant audiences where permitted.

Where applicable law requires consent before non-essential advertising technologies are used, we intend to use appropriate consent mechanisms.

11. Marketing Emails

If you choose to subscribe to marketing emails, we may send you communications about:

• Retainer Lab products;
• product launches;
• promotions;
• discounts;
• educational content; and
• other Retainer Lab news.

You may unsubscribe at any time using the unsubscribe link included in marketing emails.

Unsubscribing from marketing does not prevent us from sending transactional communications necessary to manage your order, such as:

• order confirmations;
• shipping notices;
• tracking information;
• return updates; or
• customer-support messages.

12. SMS and Text Messaging

If Retainer Lab offers SMS or text-message marketing in the future, we will only send promotional text messages where appropriate consent has been obtained.

You will be able to opt out using the instructions provided in those messages.

If Retainer Lab does not currently offer SMS marketing, no SMS marketing information needs to be collected for that purpose.

13. When We Share Personal Information

We may share personal information with service providers that help us operate our business.

These may include:

• Shopify;
• payment processors;
• shipping and logistics providers;
• customer-support providers;
• analytics providers;
• advertising platforms;
• email and marketing providers;
• cloud-storage and hosting providers;
• fraud-prevention providers;
• professional advisers; and
• other vendors necessary to operate Retainer Lab.

We provide these parties only with information reasonably necessary for the services they perform, subject to applicable law and contractual arrangements where appropriate.

Canadian privacy guidance recognizes that businesses remain accountable for personal information transferred to third-party processors and should use appropriate safeguards and contractual or other protections.  

14. Legal Disclosures

We may disclose personal information where reasonably necessary or legally required, including:

• to comply with a court order, subpoena, or lawful government request;
• to enforce our Terms & Conditions;
• to investigate suspected fraud;
• to protect the rights or safety of customers or others;
• to establish, exercise, or defend legal claims; or
• as otherwise permitted or required by applicable law.

15. Business Transfers

If Retainer Lab or substantially all of its business or assets are sold, reorganized, transferred, or combined with another business, personal information may be transferred as part of that transaction where permitted by law.

Any successor would remain subject to applicable privacy obligations regarding the information it receives.

16. International Processing and Transfers

Retainer Lab operates online and uses third-party technology, payment, marketing, analytics, and shipping providers.

As a result, personal information may be processed, stored, or accessed in Canada, the United States, or other jurisdictions where our service providers operate.

When personal information is processed outside your province or country, it may be subject to the laws of the jurisdiction where it is processed, including lawful access by courts, law-enforcement agencies, or other authorities.

Shopify states that personal data associated with its services may be processed across jurisdictions depending on the services being used.  

17. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy or as required by law.

How long information is retained depends on factors such as:

• the type of information;
• why it was collected;
• whether an order or customer relationship remains active;
• accounting and tax obligations;
• fraud-prevention needs;
• dispute resolution; and
• legal or regulatory requirements.

When information is no longer reasonably required, we may delete, anonymize, or otherwise securely dispose of it where appropriate.

PIPEDA’s fair-information principles state that personal information should only be retained as long as necessary for the identified purposes.  

18. Security

We take reasonable administrative, technical, and organizational measures designed to protect personal information from:

• unauthorized access;
• unauthorized use;
• disclosure;
• loss;
• theft;
• alteration; and
• destruction.

Our ecommerce infrastructure and various service providers may also implement their own security measures.

However, no internet transmission, website, database, or electronic storage system can be guaranteed to be completely secure.

Customers should also protect their own account information and devices.

Canadian privacy guidance requires safeguards appropriate to the sensitivity of the information being protected.  

19. Cookies and Similar Technologies

Retainerlab.ca uses cookies and similar technologies.

Cookies are small files or identifiers that help websites remember information or recognize browsers and devices.

Depending on the cookie, these technologies may be used to:

• keep the Site functioning;
• maintain your shopping cart;
• enable checkout;
• remember preferences;
• understand Site usage;
• measure marketing performance;
• prevent fraud; and
• support advertising.

20. Types of Cookies We May Use

Strictly Necessary Cookies

These cookies are required for essential Site functions such as:

• shopping carts;
• checkout;
• security;
• customer authentication; and
• basic website operation.

Blocking these cookies may prevent parts of the Site from working correctly.

Functional Cookies

These cookies help remember certain preferences and provide enhanced Site functionality.

Analytics Cookies

These cookies help us understand how visitors use the Site and how the Site performs.

Advertising Cookies

Where used and permitted, advertising cookies and similar technologies may help measure advertising campaigns and provide more relevant advertising.

Shopify offers merchants customer-privacy controls, including options for cookie banners and data-sharing choices, which may be configured depending on the jurisdictions in which a merchant operates.  

21. Managing Cookies and Privacy Preferences

Depending on your location and the configuration of our Site, you may be able to manage certain privacy preferences through a cookie banner or privacy settings provided on retainerlab.ca.

You can also configure your browser to:

• reject some or all cookies;
• notify you when cookies are being used; or
• delete existing cookies.

Disabling certain cookies may affect Site functionality.

22. Your Privacy Rights

Depending on applicable law and your circumstances, you may have rights relating to your personal information.

These may include the ability to:

• ask whether we hold personal information about you;
• request access to personal information we hold;
• request correction of inaccurate information;
• withdraw consent where processing depends on consent;
• challenge how we handle your information; and
• request deletion or other action where applicable law provides that right.

PIPEDA specifically includes principles concerning openness, individual access and correction, and the ability to challenge an organization’s compliance with its privacy obligations.  

To make a privacy request, contact:

support@retainerlab.ca

Please provide enough information for us to identify your request. We may need to verify your identity before providing or changing personal information.

23. Withdrawing Consent

Where we rely on your consent, you may withdraw that consent subject to reasonable notice and any legal or contractual restrictions.

Withdrawal of consent does not affect processing that lawfully occurred before consent was withdrawn.

In some circumstances, withdrawing consent may prevent us from providing a product or service that requires the relevant information.

24. Marketing Choices

You can unsubscribe from marketing emails using the unsubscribe link contained in the message.

You may also contact us at:

support@retainerlab.ca

to request that we stop sending marketing communications.

We may still send non-promotional messages needed to fulfill purchases, provide customer service, or communicate important information about an existing transaction.

25. Accessing or Correcting Your Information

If you believe personal information we hold about you is inaccurate or incomplete, you may contact us to request correction.

You may also request access to personal information we hold about you, subject to applicable legal exceptions.

Send requests to:

support@retainerlab.ca

26. Privacy Complaints

If you have a question or complaint about how Retainer Lab handles your personal information, please contact us first at:

support@retainerlab.ca

We will review your concern and respond within a reasonable period.

If you are not satisfied with our response, you may also have the right to contact the appropriate privacy regulator.

For Canadian federal private-sector privacy matters, this may include the Office of the Privacy Commissioner of Canada. The OPC provides information about PIPEDA and how individuals may raise privacy concerns.  

27. Children’s Privacy

Our Site and products are intended for general ecommerce use and are not designed for the purpose of knowingly collecting personal information from children.

If we learn that personal information has been collected in circumstances where parental or other consent was legally required and was not obtained, we will take reasonable steps to address the situation.

28. Third-Party Websites

Our Site may contain links to websites or services operated by third parties.

We do not control the privacy practices of those third parties.

When you leave retainerlab.ca, the privacy policy of the third-party website or service will apply.

We encourage you to review the privacy policies of websites you visit.

29. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• changes to our business;
• changes to the services we use;
• changes to our Site;
• new privacy practices; or
• changes in applicable law.

When we make changes, we will publish the updated Privacy Policy on this page and update the “Last updated” date.

If a change is material and applicable law requires additional notice or consent, we will take appropriate steps.

30. Contact Us

For questions, concerns, privacy requests, access requests, correction requests, or complaints regarding this Privacy Policy, contact:

Retainer Lab

Website: retainerlab.ca

Email: support@retainerlab.ca

Last updated: September 10, 2026