Our Store Policies

To provide a smooth and enjoyable online shopping experience, we believe all store policies need to be clear, fair and transparent. Take a look below to learn more about ours, and reach out with questions.

Crownstone Inc.

Personal Information Protection Policy

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At Crownstone Inc., we are committed to providing our clients and customers with exceptional service. As providing this service involves the collection, use and disclosure of some personal information about our clients and customers, protecting their personal information is one of our highest priorities.

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While we have always respected our clients and customers privacy and safeguarded their personal information, we have strengthened our commitment to protecting personal information as a result of British Columbia’s Personal Information Protection Act (PIPA). PIPA, which came into effect on January 1, 2004, sets out the ground rules for how B.C. businesses and not-for-profit organizations may collect, use and disclose personal information.

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We will inform our clients and customers of why and how we collect, use and disclose their personal information, obtain their consent where required, and only handle their personal information in a manner that a reasonable person would consider appropriate in the circumstances.

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This Personal Information Protection Policy, in compliance with PIPA, outlines the principles and practices we will follow in protecting clients’ and customers’ personal information. Our privacy commitment includes ensuring the accuracy, confidentiality, and security of our clients’ and customers’ personal information and allowing our clients and customers to request access to, and correction of, their personal information.

Scope of this Policy

This Personal Information Protection Policy applies to Crownstone Inc.

This policy also applies to any service providers collecting, using or disclosing personal information on behalf of Crownstone Inc.

Definitions

Personal Information – means information about identifiable individual Personal information does not include contact information (described below).

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Contact information – means information that would enable an individual to be contacted at a place of business and includes name, position name or title, business telephone number, business address, business email or business fax number. Contact information is not covered by this policy or PIPA.

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Privacy Officer – means the individual designated responsibility for ensuring that Crownstone Inc. complies with this policy and PIPA.

Policy 1 – Collecting Personal Information

1.1 Unless the purposes for collecting personal information are obvious and the client and customer voluntarily provides his or her personal information for those purposes, we will communicate the purposes for which personal information is being collected, either orally or in writing, before or at the time of collection.

1.2 We will only collect client and customer information that is necessary to fulfill the following purposes:

• To verify identity;

• To identify visitors and customers preferences;

• To open and manage an account;

• To deliver requested products and services;

• To process a newsletter subscription;

• To enrol the client in a program;

• To ensure a high standard of service to our visitors and customers;

• To meet regulatory requirements;

Policy 2 – Consent

2.1 We will obtain client and customer consent to collect, use or disclose personal information (except where, as noted below, we are authorized to do so without consent).

2.2 Consent can be provided orally, in writing, electronically, through an authorized representative or it can be implied where the purpose for collecting using or disclosing the personal information would be considered obvious and the client and customer voluntarily provides personal information for that purpose.

2.3 Consent may also be implied where a client and customer is given notice and a reasonable opportunity to opt-out of his or her personal information being used for mail-outs, the marketing of new services or products and the client and customer does not opt-out.

2.4 Subject to certain exceptions (e.g., the personal information is necessary to provide the service or product, or the withdrawal of consent would frustrate the performance of a legal obligation), clients and customers can withhold or withdraw their consent for Crownstone Inc. to use their personal information in certain ways. A client’s and customer’s decision to withhold or withdraw their consent to certain uses of personal information may restrict our ability to provide a particular service or product. If so, we will explain the situation to assist the client and customer in making the decision.

2.5 We may collect, use or disclose personal information without the client’s and customer’s knowledge or consent in the following limited circumstances:

• When the collection, use or disclosure of personal information is permitted or required by law;

• In an emergency that threatens an individual’s life, health, or personal security;

• When the personal information is available from a public source (e.g., a telephone directory);

• When we require legal advice from a lawyer;

• For the purposes of collecting a debt;

• To protect ourselves from fraud;

• To investigate an anticipated breach of an agreement or a contravention of law

Policy 3 – Using and Disclosing Personal Information

3.1 We will only use or disclose client and customer personal information where necessary to fulfill the purposes identified at the time of collection or for a purpose reasonably related to those purposes such as:

• To conduct client and customer surveys in order to enhance the provision of our services;

• To contact our clients and customers directly about products and services that may be of interest.

3.2 We will not use or disclose client and customer personal information for any additional purpose unless we obtain consent to do so.

3.3 We will not sell client and customer lists or personal information to other parties unless we have consent to do so.

Policy 4 – Retaining Personal Information

4.1 If we use client and customer personal information to make a decision that directly affects the client and customer, we will retain that personal information for at least one year so that the client and customer has a reasonable opportunity to request access to it.

4.2 Subject to policy 4.1, we will retain client and customer personal information only as long as necessary to fulfill the identified purposes or a legal or business purpose.

Policy 5 – Ensuring Accuracy of Personal Information

5.1 We will make reasonable efforts to ensure that client and customer personal information is accurate and complete where it may be used to make a decision about the client and customer or disclosed to another organization.

5.2 Clients and customers may request correction to their personal information in order to ensure its accuracy and completeness. A request to correct personal information must be made in writing and provide sufficient detail to identify the personal information and the correction being sought.

5.3 If the personal information is demonstrated to be inaccurate or incomplete, we will correct the information as required and send the corrected information to any organization to which we disclosed the personal information in the previous year. If the correction is not made, we will note the clients’ and customers’ correction request in the file.

Policy 6 – Securing Personal Information

6.1 We are committed to ensuring the security of client and customer personal information in order to protect it from unauthorized access, collection, use, disclosure, copying, modification or disposal or similar risks.

6.2 The following security measures will be followed to ensure that client and customer personal information is appropriately protected:

The use of locked filing cabinets; physically securing offices where personal information is held; the use of user IDs, passwords, encryption, firewalls; restricting employee access to personal information as appropriate (i.e., only those that need to know will have access; contractually requiring any service providers to provide comparable security measures.

6.3 We will use appropriate security measures when destroying client’s and customer’s personal information such as shredding documents and deleting electronically stored information].

6.4 We will continually review and update our security policies and controls as technology changes to ensure ongoing personal information security.

Policy 7 – Providing Clients and customers Access to Personal Information

7.1 Clients and customers have a right to access their personal information, subject to limited exceptions.

7.2 A request to access personal information must be made in writing and provide sufficient detail to identify the personal information being sought.

7.3 Upon request, we will also tell clients and customers how we use their personal information and to whom it has been disclosed if applicable.

7.4 We will make the requested information available within 30 business days, or provide written notice of an extension where additional time is required to fulfill the request.

7.5 A minimal fee may be charged for providing access to personal information. Where a fee may apply, we will inform the client and customer of the cost and request further direction from the client and customer on whether or not we should proceed with the request.

7.6 If a request is refused in full or in part, we will notify the client and customer in writing, providing the reasons for refusal and the recourse available to the client and customer.

Policy 8 – Questions and Complaints: The Role of the Privacy Officer or designated individual

8.1 The Privacy Officer or designated individual is responsible for ensuring Crownstone Inc.’s compliance with this policy and the Personal Information Protection Act.

8.2 Clients and customers should direct any complaints, concerns or questions regarding Crownstone Inc.’s compliance in writing to the Privacy Officer. If the Privacy Officer is unable to resolve the concern, the client and customer may also write to the Information and Privacy Commissioner of Ontario.

Contact information for Crownstone Inc.’s Privacy Officer: crownstoneinc@gmail.com

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Terms and Conditions of Sale

1. Delivery    

“Delivery” implies delivery of materials to the curb of a street

Customer agrees to provide suitable roadways or approaches to points of delivery. Mason’s is not responsible for broken driveways, sidewalks, or other building components if delivery is made beyond the curb line on premises at the direction of the Customer, unless caused by Mason’s gross negligence. Partial deliveries are permitted. If Customer is not on site to provide direction for delivery location, goods will be dropped at the best location that is possible, at the discretion of the driver making the delivery, without crossing the curb line. If delivery cannot be made safely and legally, goods may be returned to our yard and may be subject to extra delivery charge.

We will give you as much notice as possible of each intended delivery date. Deliveries may be made at any time Monday to Friday between 7am and 5pm. We will not be responsible for making delivery at any time more specific than above. It is your responsibility to ensure that your representative is available on site to take delivery of and sign for our products. If you fail to take delivery of our products we may return them to our depot and be entitled to recover from you our haulage costs incurred in respect of the wasted journey. 

It is your responsibility to inspect our products upon delivery.

Any discrepancy with a delivery (i.e. shortages, incorrect or damaged products) should be noted on the delivery ticket and also notified to us in writing within seven days of the delivery date. Any claim received after this time will not be considered. 

In the event that any of our products delivered to you are short or damaged we reserve the right, at our option, to replace the products or to refund the cost of the products to you. We shall not however be under any obligation to replace or refund the cost of damaged products where a delivery has been unpacked and products distributed across your site or where the products have already been wholly or partially incorporated into any works. 

Delays in delivery of any order shall not entitle you to refuse to take delivery of any order, claim damages or terminate this contract. 

2.  Payment Terms

All shipments of material to job sites must be paid in advance unless you have credit terms established with us. We will not make COD deliveries. If you have authorized us to use your credit card for payment of invoices for material shipped to you, you agree to be responsible for these charges whether you have signed to credit card slip of not. You will notify us in writing if you wish to rescind or cancel a credit card authorization you have previously given us.

There is a $50.00 charge for each cheque returned by the bank for any reason.

All materials remain the property of Mason’s Masonry Supply until they have been paid for.

3. Custom Orders

Product ordered to a customer’s specification is not subject to exchange or refund.

Custom ordered product must be paid for in full, whether delivery is taken or not.

All custom stonework and special orders require a deposit or a signed purchase order if you have already established credit terms with us. All deposits for material are non-refundable.

4. Returns

Only certain items may be returned for credit. Regular stock material returned in good condition is subject to a 25% re-stocking charge plus freight charges as applicable. Bricks returned are credited at ”back up” price less freight charge unless they are custom ordered brick. Custom order brick is not returnable (see #3 above).

• Custom ordered material (including custom ordered brick) is not returnable for credit

• Aggregates (sand, gravel etc.), cements and bagged goods are not returnable

• Open or partial boxes of thin veneer products are not returnable

• Open, partial or re-piled pallets of natural stone are not returnable

• Trucking charges will be applied to returnable goods picked up by Mason’s from job sites

5. Skids / Pallets

Mason’s Masonry will arrange for the return of empty skids/pallets from your job site providing the pallets are stacked in a stable manner and in a location that is accessible to our trucks. Some types of pallets carry a refundable charge and some do not. We will not pick up pallets that were shipped to you at no charge. You will be credited for any pallets that you have paid for provided those same pallets are returned to us in good condition. One type of pallet cannot be substituted for another. We will pick up pallets from job sites when possible within our delivery schedule. We cannot promise specific dates or times on which we will return pallets.

Pallets may also be returned by you to one of our locations at any time during normal business hours.

6. Complaints 

Brick and stone products are manufactured to meet or exceed the requirements of the relevant CSA and ASTM standards. These standards stipulate the required physical properties of products (such as compressive strength etc.) as well as the permissible amounts of such things as chippage, size variation and distortion - which are inevitable to some extent in a clay brick and stone products. If you believe that a brick, stone or other product shipped to you does not meet this standard or has some other defect, you are to advise us as soon as possible.

Please do not install any brick, stone or other product if you think there is a problem with them.  Brick, stone or any product that has been installed will be considered accepted by the customer.

7. Natural Stone Terms

When laying up Indiana Limestone, the use of non-staining white cement is required.

Stone sold by weight is sold by the Imperial Ton (2000 lbs.) and pound.

There is no guarantee that natural stone will not undergo colour changes due to the action of either endogenous or exogenous forces.

Under no circumstance should acid be used in the cleaning of stone- especially sandstone. The effect of acid is unpredictable and some acids may stain the stone.

Open, sorted or re-piled skids of natural stone may not be returned for credit.

8. Products

Man-made and natural materials may vary in colour, texture, clarity and other physical properties.

Cleaning of any product should only be done in accordance with the manufacturer’s recommended procedures for that particular product.

Chemical cleaners and/or sealers may or may not have the desired effect since results depend on method of application and other on-site conditions.

9. Exclusion of Liability

9.1. You acknowledge that you are buying in the course of your business and that you have not relied upon our skill or judgment as to whether our products are fit for your particular purpose even in circumstances where you have explained that purpose to us. 

9.2. All conditions, warranties and representations implied by common law, statute or otherwise (including without limitation any implied condition, warranty or representation as to correspondence of the goods with any description given, satisfactory quality or fitness for any particular purpose) are excluded or otherwise waived by you. 

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