Contact Us
At Excellence Trade Ltd, we are committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you use our website, purchase our products, or interact with us in any way. By using our website or providing us with your personal information, you consent to the practices described in this Privacy Policy.
1. Information We Collect
We may collect the following types of personal information from you:
1.1 Information You Provide to Us
- Contact Information: Your name, email address, phone number, shipping address, and billing address.
- Account Information: If you create an account on our website, your username, password, and account preferences.
- Payment Information: Credit card numbers, debit card numbers, and other payment details (which are processed by our third-party payment processors and not stored by us).
- Order Information: Details about the products you purchase, including the quantity, size, color, and price.
- Communication Information: Records of your communications with us, such as emails, phone calls, and live chat messages.
- Survey and Feedback Information: Your responses to surveys, reviews, and feedback forms.
1.2 Information We Collect Automatically
- Device Information: Information about the device you use to access our website, such as the device type, operating system, browser type, and unique device identifier.
- Usage Information: Information about how you use our website, including the pages you visit, the links you click, the time and date of your visits, and the duration of your visits.
- Location Information: Your approximate location based on your IP address.
1.3 Information from Third Parties
We may receive information about you from third parties, such as:
- Payment processors, who provide us with information about your payment transactions.
- Social media platforms, if you choose to log in to our website using your social media account or interact with us on social media.
- Analytics providers, who help us analyze how users interact with our website.
2. How We Use Your Information
We use your personal information for the following purposes:
- To process and fulfill your orders, including verifying your payment information, shipping your products, and providing order updates.
- To create and manage your account on our website.
- To communicate with you about your orders, account, and our products and services.
- To personalize your shopping experience, such as recommending products that may interest you based on your browsing and purchase history.
- To improve our website, products, and services, by analyzing user behavior and feedback.
- To market our products and services to you, including sending you promotional emails, newsletters, and special offers. You can opt out of receiving marketing communications at any time (see Section 6 below).
- To protect our website and business, including detecting and preventing fraud, unauthorized access, and other security threats.
- To comply with legal obligations, such as tax and accounting requirements.
3. How We Share Your Information
We do not sell your personal information to third parties. However, we may share your information with the following types of third parties for the purposes described in this Privacy Policy:
- Service Providers: We may share your information with third-party service providers who perform services on our behalf, such as payment processing, shipping, order fulfillment, email marketing, and website hosting. These service providers are only authorized to use your information to perform the services we have contracted them to provide and are required to protect your information.
- Legal and Regulatory Authorities: We may disclose your information if required to do so by law, or in response to a valid legal request (such as a subpoena, search warrant, or court order).
- Business Transfers: In the event of a merger, acquisition, sale of assets, or other business transfer, your personal information may be transferred to the acquiring entity as part of the business transaction.
- With Your Consent: We may share your information with third parties if you have given us your consent to do so.
4. Data Security
We take the security of your personal information seriously and use reasonable measures to protect it from unauthorized access, use, or disclosure. These measures include:
- Using secure socket layer (SSL) technology to encrypt data transmitted between your browser and our website.
- Storing sensitive information (such as credit card numbers) in encrypted form.
- Restricting access to your personal information to authorized employees and service providers who need to access it to perform their job functions.
- Regularly reviewing and updating our security policies and procedures.
However, no method of transmission or storage is completely secure, and we cannot guarantee the absolute security of your personal information.
5. Retention of Your Information
We will retain your personal information for as long as necessary to fulfill the purposes for which it was collected, or as required by law. When your information is no longer needed, we will securely delete or anonymize it.
6. Your Rights
You have the following rights with respect to your personal information:
- Access: You have the right to request access to the personal information we hold about you.
- Correction: You have the right to request that we correct any inaccurate or incomplete personal information we hold about you.
- Deletion: You have the right to request that we delete your personal information, subject to certain legal exceptions.
- Restriction of Processing: You have the right to request that we restrict the processing of your personal information in certain circumstances.
- Data Portability: You have the right to request a copy of your personal information in a structured, machine-readable format, or to have it transferred to another organization.
- Opt-Out of Marketing Communications: You can opt out of receiving marketing communications from us by clicking the "unsubscribe" link in any marketing email, or by contacting our customer service team.
To exercise any of these rights, please contact our customer service team at excellencetradeltd@gmail.com or 416-540-3015. We will respond to your request within a reasonable time frame, typically within 30 days.
7. Cookies and Other Tracking Technologies
Our website uses cookies and other tracking technologies to enhance your browsing experience and collect information about how you use our website. A cookie is a small text file that is stored on your device when you visit a website.
We use the following types of cookies:
- Essential Cookies: These cookies are necessary for the operation of our website, such as allowing you to log in to your account and add products to your cart.
- Analytics Cookies: These cookies help us analyze how users interact with our website, such as which pages are visited most often and how long users stay on each page. This information helps us improve our website.
- Marketing Cookies: These cookies are used to track your browsing activity and display personalized advertisements to you on our website and other websites.
You can control cookies through your browser settings. Most browsers allow you to block or delete cookies, but doing so may affect the functionality of our website.
8. Third-Party Websites
Our website may contain links to third-party websites. This Privacy Policy does not apply to these third-party websites, and we are not responsible for the privacy practices of these websites. We encourage you to read the privacy policies of any third-party websites you visit.
9. Children's Privacy
Our website is not intended for children under the age of 13, and we do not knowingly collect personal information from children under the age of 13. If we become aware that we have collected personal information from a child under the age of 13, we will take steps to delete that information.
10. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. Any changes will be posted on our website, and the "Last Updated" date will be revised. Your continued use of our website and services after the effective date of any changes constitutes your acceptance of the revised Privacy Policy.
If you have any questions or concerns about our Privacy Policy, please contact our customer service team.
Contact Us
At Excellence Trade Ltd, we value your feedback, questions, and concerns. We are committed to providing you with excellent customer service and ensuring that your experience with us is a positive one. This Contact Us page provides you with all the information you need to get in touch with us.
1. Contact Information
1.1 Phone
You can reach our customer service team by phone at 416-540-3015. Our phone lines are open Monday to Friday, from 9:00 AM to 5:00 PM Eastern Time (ET). We strive to answer all phone calls within 5 minutes. If you call outside of our business hours, please leave a voicemail with your name, phone number, and a brief message, and we will return your call as soon as possible, usually within 1 business day.
1.2 Email
You can send us an email at excellencetradeltd@gmail.com. We aim to respond to all emails within 24 business hours. When sending an email, please include your name, order number (if applicable), and a detailed description of your inquiry to help us assist you more efficiently.
1.3 Mail
You can send us correspondence by mail to the following address:
Excellence Trade Ltd
110 Silver Star Blvd #115
Scarborough, ON M1V 5A2
Canada
Please note that mail delivery may take several days, and we recommend using a trackable shipping method if you are sending important documents or returns.
1.4 In-Person
If you are in the Scarborough area, you are welcome to visit our office during our business hours (Monday to Friday, 9:00 AM to 5:00 PM ET). Our office is located at 110 Silver Star Blvd #115, Scarborough, ON M1V 5A2. Please call ahead to schedule an appointment, as our staff may be out of the office or busy with other tasks.
2. Social Media
You can also connect with us on social media for updates, promotions, and to send us messages:
- Facebook: www.facebook.com/excellencetradeltd
- Instagram: www.instagram.com/excellencetradeltd
- Twitter: www.twitter.com/excellencetrade
We monitor our social media accounts regularly and typically respond to messages within 24 business hours.
3. Frequently Asked Questions (FAQs)
Before contacting us, you may find the answer to your question in our FAQs section below:
3.1 Order Status
- How can I check the status of my order? You can check your order status by logging in to your account on our website and navigating to the "Order History" section. You can also use the tracking number provided in your shipping confirmation email to track your package on the carrier's website.
- My order hasn't shipped yet. What should I do? Order processing time is 1-3 business days (or 4-6 business days during peak periods). If your order has not shipped within this time frame, please contact us for an update.
3.2 Shipping
- How long will it take for my order to arrive? Shipping times vary depending on the shipping method and destination. Please refer to our Shipping Policy for more details.
- I received a damaged package. What should I do? Please contact us immediately and provide photos of the damaged package and products. We will investigate and offer a refund or replacement.
3.3 Returns and Exchanges
- Can I return or exchange a product? Please refer to our Return Policy for information on eligibility, procedures, and options for returns and exchanges.
- How long will it take to process my return? Once we receive your return, it takes 3-5 business days to inspect and approve, and then 5-7 business days to process the refund or exchange.
3.4 Sizing and Fit
- How do I know which size to order? We provide a size chart on each product page. The size chart includes measurements for bust, waist, hips, and length. We recommend measuring yourself and comparing to the size chart to ensure the best fit.
- The product I received doesn't fit. Can I exchange it for a different size? Yes, you can exchange a product for a different size, provided it meets our return eligibility criteria. Please refer to our Return Policy for more details.
3.5 Payments
- What payment methods do you accept? We accept credit cards (Visa, Mastercard, American Express), debit cards, and PayPal.
- My payment was declined. What should I do? Please check that you have entered your payment information correctly, including the card number, expiration date, and security code. If the problem persists, contact your bank or credit card issuer for assistance.
3.6 Product Information
- Do you restock out-of-stock items? We try to restock popular items as soon as possible. You can sign up for email notifications on the product page to be notified when an out-of-stock item is back in stock.
- What materials are your products made of? The material composition of each product is listed on the product page.
4. Feedback and Suggestions
We welcome your feedback and suggestions on our products, website, and customer service. Your input helps us improve and provide a better experience for our customers. You can submit feedback by email, phone, or through our social media accounts.
5. Complaints
If you have a complaint, we want to resolve it as quickly and fairly as possible. Please contact our customer service team with details of your complaint, and we will investigate and respond to you within 3 business days. If you are not satisfied with our response, you can escalate your complaint to our manager by emailing manager@excellencetradeltd.com.
6. Business Inquiries
If you are interested in partnering with us, wholesale opportunities, or other business inquiries, please contact our business development team at business@excellencetradeltd.com.