Version 1.0 – Effective Date: July 30, 2026

 

 

Contents

 

 

Introduction

This manual describes the policies governing the use of the Painted Donkey Inc. website, online store, and subsidiary websites. It is intended to provide customers, visitors, and business partners with clear information regarding our business practices, privacy commitments, purchasing policies, and the terms that apply when using our websites.

These policies apply to the online websites and services operated by Painted Donkey Inc. including, but not limited to:

  • painteddonkey.ca
  • craftyassmarkets.ca
  • thesweetstable.ca

 

As our business grows, these policies may also apply to additional online services operated by Painted Donkey Inc.

Our goal is simple:

  • Be transparent
  • Respect your privacy
  • Protect your information
  • Provide exceptional customer service
  • Operate our business ethically and professionally

 

These policies are reviewed periodically and may be updated to reflect changes in legislation, business practices, or technology.

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Privacy Policy

Purpose

Painted Donkey Inc. (“Painted Donkey”, “we”, “our”, or “us”) respects your privacy and is committed to protecting the personal information entrusted to us.

This Privacy Policy explains:

  • what information we collect
  • why we collect it
  • how we use it
  • how we protect it
  • when we share it
  • your rights regarding your information

 

Our privacy practices are designed to comply with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and other applicable privacy legislation.

Scope

This Privacy Policy applies to:

 

This policy applies only to information collected through our website and related online services.

Privacy Principles

Painted Donkey Inc. is committed to the following principles:

  • We collect only the information necessary to operate our business
  • We never sell customer information
  • We never rent customer information
  • We strive to minimize the amount of information we collect
  • We protect personal information using reasonable administrative, technical, and physical safeguards
  • We respect customer choices regarding marketing communications

 

Information We Collect

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

Personal Information

Information that can reasonably identify an individual may include:

  • First and last name
  • Email address
  • Billing address
  • Shipping address
  • Company name (if applicable)

 

We do not require customers to provide a telephone number.

Order Information

When you place an order, we may collect:

  • Products ordered
  • Order value
  • Shipping method
  • Payment status
  • Transaction identifiers
  • Order history

 

Account Information

If you create a customer account, we may store:

  • Username
  • Encrypted password
  • Saved addresses
  • Previous orders
  • Wishlist or preferences (where applicable)

 

Passwords are stored in encrypted form and are never visible to our staff.

Contact Form Information

If you submit an inquiry using one of our contact forms, we collect only the information you voluntarily provide.

This may include:

  • Name
  • Email address
  • Subject
  • Message contents

 

We use this information solely to respond to your inquiry.

Technical Information

When you visit our website, our systems automatically record technical information, including:

  • IP address
  • Browser type
  • Browser version
  • Operating system
  • Device type
  • Screen resolution
  • Referring website
  • Pages visited
  • Date and time of access
  • Session information

 

This information helps us maintain the security, reliability, and performance of our website.

Information We Do Not Collect

We intentionally avoid collecting information that is unnecessary for operating our business.

For example:

  • We do not collect Social Insurance Numbers
  • We do not request government-issued identification[1]
  • We do not request dates of birth[2]
  • We do not request gender information
  • We do not require telephone numbers
  • We do not knowingly collect personal information from children

 

How We Collect Information

Information may be collected through:

  • WooCommerce checkout
  • Customer/Vendor account registration
  • Contact forms
  • Newsletter subscription forms
  • Email correspondence
  • Security services used to protect the website
  • Cookies and similar technologies

 

We do not purchase customer information from third parties.

Why We Collect Information

We collect information only for legitimate business purposes, including:

  • Processing orders
  • Shipping products
  • Providing customer support
  • Responding to inquiries
  • Preventing fraud
  • Maintaining website security
  • Meeting legal obligations
  • Improving customer service

 

We do not collect personal information for purposes unrelated to our business.

Legal Basis for Collection

Where required by applicable law, we collect personal information with your knowledge and consent.

Certain information must be collected to:

  • fulfill purchase contracts
  • comply with taxation laws
  • prevent fraud
  • maintain accurate business records

 

You may choose not to provide certain information; however, doing so may prevent us from completing your order or responding to your request.

Payment Information

Online payments are securely processed through Authorize.net, the payment gateway used in conjunction with our payment processing services.

We currently accept:

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • Google Pay
  • Interac e-Transfer

 

Painted Donkey Inc. does not store complete credit card numbers or card verification values (CVV/CVC) on our servers.

Payment information is transmitted directly to our payment processor using encrypted connections.

Email Communications

When you contact us by email, we retain your correspondence for customer service and business record purposes.

If you choose to subscribe to our newsletter or mailing lists, we may occasionally send information regarding:

  • New products
  • Promotions
  • Company news
  • Events
  • Important service announcements

 

Marketing emails are sent only to individuals who have expressly opted in to receive them.

Every marketing email includes an unsubscribe mechanism.

Transactional emails, such as order confirmations and shipping notifications, are not considered marketing communications and will be sent as necessary to fulfill your order.

Website Security

Protecting customer information is an important part of how we operate our business.

We employ commercially reasonable administrative, technical, and physical safeguards designed to protect personal information from unauthorized access, disclosure, alteration, misuse, or destruction.

These safeguards include, where applicable:

  • Encrypted HTTPS connections (SSL/TLS)
  • Secure WordPress hosting
  • Cloudflare security services
  • Website firewall protection
  • Software updates and security patching
  • User authentication and access controls
  • Principle of least privilege for administrative access
  • Malware and vulnerability monitoring
  • Regular website backups

 

Although we take reasonable precautions, no method of transmitting or storing electronic information can be guaranteed to be completely secure. Accordingly, we cannot guarantee absolute security.

Cloudflare Services

To improve the security, availability, and performance of our website, Painted Donkey Inc. utilizes Cloudflare.

Cloudflare may process technical information necessary to provide these services, including:

  • Visitor IP addresses
  • Browser information
  • Device information
  • HTTP request information
  • Security event logs
  • Performance metrics

 

Cloudflare provides services including:

  • Content Delivery Network (CDN)
  • Distributed Denial-of-Service (DDoS) protection
  • Web Application Firewall (WAF)
  • Performance optimization
  • Traffic filtering
  • Security monitoring

 

This processing helps us maintain a secure and reliable website for all visitors.

Cookies and Similar Technologies

Our website uses cookies and similar technologies to improve functionality and provide a better user experience.

Cookies may be used to:

  • Maintain your shopping cart
  • Keep you logged into your account
  • Remember user preferences
  • Maintain website security
  • Detect fraudulent activity
  • Improve website functionality

 

At this time, Painted Donkey Inc. does not use cookies for advertising or behavioral marketing.

Additional information regarding cookies is available in our Cookie Policy.

WooCommerce

Our online store is powered by WooCommerce.

WooCommerce stores information necessary to operate the online store, including:

  • Customer account information
  • Shopping cart contents
  • Order history
  • Billing information
  • Shipping information
  • Tax calculations
  • Payment status
  • Customer preferences

 

WooCommerce also creates technical cookies necessary for the proper operation of the shopping cart and checkout process.

Contact Forms

When you submit information through one of our contact forms, we use that information solely for the purpose of responding to your inquiry.

Unless you separately subscribe to our newsletter, contact form submissions are not added to marketing mailing lists.

Sharing Personal Information

Painted Donkey Inc. does not sell, rent, lease, or trade personal information.

We share information only when necessary to operate our business.

This may include trusted service providers such as:

Payment Processing

Authorize.net and our payment processor for securely processing payments.

Shipping Providers

Where necessary to fulfill your order, information may be shared with:

  • Clickship – a Frieghtcom Company
  • Canada Post
  • UPS
  • Purolator
  • FedEx
  • Canpar

 

Information shared is limited to that required for shipping and delivery.

Website Infrastructure

Information may also be processed by providers responsible for:

  • Website hosting
  • Domain name services
  • Website security
  • Email delivery
  • Cloudflare

 

Each provider receives only the information necessary to perform its services.

Legal Disclosure

We may disclose personal information when required by law or when we reasonably believe disclosure is necessary to:

  • comply with legal obligations
  • respond to court orders or lawful requests
  • protect our legal rights
  • investigate suspected fraud
  • protect the safety of our customers or others

 

International Customers

Painted Donkey Inc. ships products internationally.

As a result, personal information necessary to complete shipments may be transferred to shipping carriers and customs authorities in destination countries where required by applicable law.

Customers are responsible for complying with local import laws, customs regulations, duties, taxes, and other fees imposed by their jurisdiction.

Data Retention

We retain personal information only for as long as reasonably necessary to:

  • complete purchases
  • provide customer service
  • comply with tax legislation
  • maintain accounting records
  • comply with legal obligations
  • resolve disputes
  • enforce our agreements

 

Retention periods vary depending upon the type of information involved.

When personal information is no longer required, it is securely deleted, anonymized, or otherwise disposed of using reasonable methods.

Your Privacy Rights

Subject to applicable law, you may request:

  • access to your personal information
  • correction of inaccurate information
  • withdrawal of consent where applicable
  • deletion of personal information where legally permitted
  • information regarding how your personal information has been used

 

Requests should be submitted to:

info@painteddonkey.ca

We may request additional information to verify your identity before responding to privacy requests.

Children’s Privacy

Our website is intended for use by adults and is not directed toward children under the age of 13.

We do not knowingly collect personal information from children.

If we become aware that information has been collected from a child without appropriate consent, we will promptly remove that information from our systems where reasonably practicable.

Third-Party Websites

Our website may include links to websites operated by third parties.

These websites operate independently from Painted Donkey Inc.

We are not responsible for:

  • their privacy practices
  • their content
  • their security
  • their terms of use

 

Visitors should review the privacy policies of any third-party websites they visit.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

Changes may be made to reflect:

  • changes in legislation
  • changes in business operations
  • new technologies
  • improvements to customer service
  • enhanced security practices

 

The updated version will be posted on our website together with the revised effective date.

Continued use of the website following publication of an updated Privacy Policy constitutes acceptance of the revised policy.

Contact Us

Questions regarding this Privacy Policy or your personal information may be directed to:

Painted Donkey Inc.
47 King Street West
Cobourg, Ontario K9A 2M1

Email: info@painteddonkey.ca

Customer service inquiries are handled by email only.

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Cookie Policy

Purpose

This Cookie Policy explains how Painted Donkey Inc. (“Painted Donkey”, “we”, “our”, or “us”) uses cookies and similar technologies on our website.

Cookies help provide a secure, reliable, and user-friendly browsing experience. This policy explains:

  • What cookies are
  • Why we use them
  • What types of cookies we use
  • How you can control cookies
  • How this policy may change over time

 

This Cookie Policy should be read together with our Privacy Policy.

What Are Cookies?

Cookies are small text files stored on your computer, tablet, or mobile device when you visit a website.

Cookies allow websites to remember information such as:

  • Login status
  • Shopping cart contents
  • User preferences
  • Language settings
  • Security information
  • Session information

 

Cookies generally cannot execute programs or transmit viruses.

Why We Use Cookies

Painted Donkey Inc. uses cookies to:

  • Operate the online store
  • Maintain shopping cart functionality
  • Keep customer accounts logged in
  • Improve website security
  • Prevent fraud
  • Improve website performance
  • Remember user preferences
  • Support essential website functions

 

At this time, we do not use cookies for targeted advertising or behavioural marketing.

Types of Cookies We Use

Essential Cookies

Essential cookies are required for the website to function properly.

These cookies enable features such as:

  • Shopping cart functionality
  • Customer login
  • Checkout
  • Security validation
  • Fraud prevention
  • Session management

 

Without these cookies, portions of the website may not function correctly.

These cookies cannot generally be disabled through our website because they are necessary for providing requested services.

Functional Cookies

Functional cookies improve your browsing experience by remembering preferences such as:

  • Language settings
  • User preferences
  • Session preferences
  • Login convenience

 

These cookies do not track your browsing across other websites.

Security Cookies

Security cookies help protect both our customers and our website.

They may be used to:

  • Detect suspicious activity
  • Identify malicious requests
  • Prevent unauthorized access
  • Reduce automated attacks
  • Protect customer accounts

 

Performance Cookies

Some cookies help improve website performance by:

  • Balancing website traffic
  • Improving page load times
  • Supporting content delivery
  • Optimizing website responsiveness

 

These cookies generally do not identify individual users.

WordPress Cookies

Because our website is built using WordPress, WordPress may place cookies necessary for its normal operation.

Examples include cookies that:

  • Maintain login sessions
  • Remember administrator preferences
  • Support authenticated users
  • Improve website functionality

 

Visitors who are not logged into the website generally receive only the cookies necessary for standard website operation.

WooCommerce Cookies

Our online store is powered by WooCommerce. WooCommerce uses cookies necessary to operate the shopping experience.

These cookies may:

  • Remember products in your shopping cart
  • Maintain checkout sessions
  • Identify customer sessions
  • Store shipping preferences during checkout
  • Support payment processing

 

WooCommerce cookies do not store your complete payment information.

Cloudflare Cookies

Painted Donkey Inc. uses Cloudflare to improve website security and performance.

Cloudflare may use cookies to:

  • Identify trusted visitors
  • Detect malicious traffic
  • Protect against automated attacks
  • Improve website performance
  • Maintain security features

 

These cookies are considered essential for protecting the website.

Contact Forms

When submitting a contact form, temporary cookies or session information may be used to:

  • Validate submissions
  • Prevent spam
  • Improve website security

 

These cookies typically expire automatically.

Payment Processing

During checkout, temporary cookies may be used to maintain your shopping session while securely transferring payment information to our payment processor.

Payment information itself is processed through Authorize.net and is not stored in cookies.

Third-Party Cookies

At this time, Painted Donkey Inc. does not intentionally use third-party advertising cookies.

If we introduce additional services in the future, such as:

  • Google Analytics
  • Microsoft Clarity
  • Meta Pixel
  • Other website analytics or advertising services

 

this Cookie Policy will be updated accordingly.

Cookie Retention

Different cookies remain on your device for different lengths of time.

Session Cookies

Session cookies exist only while your browser remains open.

They are automatically removed when you close your browser.

Persistent Cookies

Persistent cookies remain on your device for a specified period.

These cookies help remember preferences between visits.

The duration depends upon the specific cookie and its purpose.

Managing Cookies

Most web browsers allow you to:

  • View stored cookies
  • Delete cookies
  • Block cookies
  • Block cookies from specific websites
  • Configure browser privacy settings

 

Please note that disabling certain cookies may affect the functionality of:

  • Shopping cart
  • Checkout
  • Customer accounts
  • Login features
  • Website preferences

Browser Controls

Instructions for managing cookies can usually be found in your browser’s Help documentation.

Common browsers include:

  • Google Chrome
  • Mozilla Firefox
  • Microsoft Edge
  • Apple Safari

 

Each browser provides different methods for managing cookies.

Do Not Track

Some web browsers offer a “Do Not Track” (DNT) setting.

Because there is currently no universally accepted standard governing how websites should respond to DNT signals, our website does not currently respond differently based solely on these signals.

Users may instead manage cookies using their browser settings.

Changes to This Cookie Policy

We may update this Cookie Policy periodically to reflect:

  • Changes in website functionality
  • New technologies
  • Additional services
  • Changes in applicable laws
  • Improvements to customer privacy

 

The revised version will be posted on our website together with the updated effective date.

Contact Information

Questions regarding this Cookie Policy may be directed to:

Painted Donkey Inc.
47 King Street West
Cobourg, Ontario K9A 2M1

Email: info@painteddonkey.ca

Customer support is provided by email only.

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Terms & Conditions

Acceptance of these Terms

These Terms & Conditions (“Terms”) govern your access to and use of the Website, including the Painted Donkey Wholesale online store and any related online services operated by Painted Donkey Inc.

By accessing, browsing, creating an account, placing an order, or otherwise using the Website, you acknowledge that you have read, understood, and agree to be bound by these Terms, together with our:

  • Privacy Policy
  • Cookie Policy
  • Shipping Policy
  • Return, Refund & Damaged Goods Policy

 

If you do not agree to these Terms, you must discontinue use of the Website.

About Painted Donkey Inc.

The Website is owned and operated by:

Painted Donkey Inc.
47 King Street West
Cobourg, Ontario K9A 2M1

Email: info@painteddonkey.ca

Customer support is provided exclusively through email.

Eligibility

You may use this Website only if:

  • you are capable of entering into legally binding agreements
  • you comply with all applicable laws
  • you provide accurate information when requested

 

If you are using the Website on behalf of a business or organization, you represent that you have authority to bind that organization to these Terms.

Electronic Communications

Because Painted Donkey Inc. conducts customer service and order support primarily through email, you agree that electronic communications satisfy any legal requirement that such communications be in writing.

By using this Website, creating an account, placing an order, or contacting us electronically, you consent to receive communications from Painted Donkey Inc. by electronic means.

These communications may include, but are not limited to:

  • Order confirmations
  • Payment confirmations
  • Shipping notifications
  • Customer service responses
  • Account notifications
  • Security notices
  • Policy updates where legally required
  • Other communications relating to your transactions with us

 

Marketing communications will only be sent to individuals who have expressly opted in to receive them and may be withdrawn at any time using the unsubscribe mechanism provided in those communications.

Website Availability

We strive to maintain continuous availability of the Website. However, we do not guarantee uninterrupted access.

The Website may occasionally become unavailable due to:

  • maintenance
  • software updates
  • hardware failures
  • Internet disruptions
  • security incidents
  • circumstances beyond our reasonable control

 

Painted Donkey Inc. shall not be liable for temporary interruptions in service.

Customer Accounts

Certain features of the Website may require you to create a customer account.

You agree to:

  • provide accurate information;
  • keep your information current;
  • maintain the confidentiality of your password;
  • promptly notify us of unauthorized use of your account.

 

You are responsible for all activities that occur under your account unless caused by our negligence.

Painted Donkey Inc. reserves the right to suspend or terminate accounts that violate these Terms or are suspected of fraudulent activity.

Account Security

You are responsible for selecting a secure password. We recommend that passwords:

  • be unique
  • contain upper and lower case letters
  • include numbers and symbols
  • not be shared with others

 

Painted Donkey Inc. will never ask you to disclose your password by email.

Product Information

We make reasonable efforts to ensure that product descriptions, specifications, photographs, pricing, and availability are accurate.

However:

  • colours may vary depending upon monitor settings
  • handcrafted or custom products may vary slightly
  • product dimensions may include reasonable manufacturing tolerances

 

Product images are provided for illustrative purposes and may not perfectly represent the final product.

Pricing

All prices displayed on the Website are listed in the applicable currency identified at checkout.

Unless otherwise stated:

  • taxes are calculated during checkout where applicable
  • shipping charges are calculated separately
  • prices are subject to change without notice

 

Price changes do not affect completed orders that have already been accepted by Painted Donkey Inc.

Pricing Errors

Despite our best efforts, pricing errors may occasionally occur. If a product is listed at an incorrect price due to:

  • typographical errors
  • software issues
  • technical failures
  • supplier pricing changes
  • human error

 

Painted Donkey Inc. reserves the right to:

  • cancel the affected order
  • refuse the order
  • refund any payment received
  • contact the customer with corrected pricing

 

We are not obligated to honour clearly erroneous prices.

Product Availability

Product availability is subject to change without notice. Items displayed on the Website may become unavailable due to:

  • inventory shortages
  • supplier discontinuation
  • manufacturing delays
  • unforeseen circumstances

 

We reserve the right to discontinue products at any time.

Quotes and Custom Orders

Any quotation provided by Painted Donkey Inc. for custom products, personalized items, or special orders is valid only for the period specified in the quotation.

Unless otherwise stated, quotations:

  • are non-binding until accepted by Painted Donkey Inc.
  • may expire
  • may change due to supplier costs
  • may require approval before production begins

 

Custom production will not begin until all required approvals and payments have been received.

Order Acceptance

Submission of an order through the Website does not constitute acceptance of the order.

An order is considered accepted only after:

  • payment has been successfully authorized (where applicable)
  • inventory has been confirmed
  • Painted Donkey Inc. has issued an order confirmation

 

We reserve the right to refuse or cancel any order for reasons including:

  • suspected fraud
  • pricing errors
  • inventory shortages
  • payment issues
  • suspected unauthorized transactions
  • violations of these Terms

 

Order Cancellation

Customers may request cancellation of an order before production, personalization, or shipment begins.

Because many products sold by Painted Donkey Inc. are produced, customized, or prepared specifically for each customer, cancellation requests cannot be guaranteed once order processing has commenced.

If an order has already entered production, customization, packaging, or shipment preparation, Painted Donkey Inc. reserves the right to decline the cancellation request.

Approved cancellations will be refunded using the original payment method whenever reasonably practicable.

Payment

Payments are securely processed through Authorize.net, our online payment gateway.

We currently accept:

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • Google Pay
  • Interac e-Transfer

 

Painted Donkey Inc. does not store complete credit card numbers or card verification values (CVV/CVC).

Taxes

Applicable taxes are calculated in accordance with relevant tax legislation based upon:

  • shipping destination
  • applicable tax jurisdiction
  • product classification

 

For international shipments (outside of Canada), customers are responsible for any customs duties, import taxes, brokerage fees, or similar charges imposed by the destination country.

Intellectual Property

Unless otherwise stated, all content appearing on this Website is the exclusive property of Painted Donkey Inc. or is used under appropriate licence.

This includes, but is not limited to:

  • logos
  • trademarks
  • trade names
  • product names
  • product photographs
  • graphics
  • artwork
  • illustrations
  • text
  • page layouts
  • website design
  • downloadable materials
  • software
  • source code where applicable

 

These materials are protected by Canadian and international intellectual property laws.

No content may be copied, reproduced, modified, distributed, published, transmitted, or used for commercial purposes without prior written permission from Painted Donkey Inc.

Limited License

Visitors are granted a limited, non-exclusive, non-transferable licence to access and use the Website solely for lawful personal or business shopping purposes.

This license does not permit:

  • copying website content
  • scraping product data
  • automated data harvesting
  • reverse engineering
  • commercial reuse
  • republication without permission

 

Any unauthorized use immediately terminates this licence.

User Submissions

If you voluntarily submit:

  • reviews
  • comments
  • suggestions
  • product ideas
  • feedback
  • testimonials
  • photographs

 

you grant Painted Donkey Inc. a non-exclusive, worldwide, royalty-free licence to use, reproduce, modify, publish, and display such content for business purposes, including marketing, unless otherwise agreed in writing.

You represent that you own or have permission to submit such content and that it does not infringe the rights of others.

Acceptable Use

You agree not to use the Website to:

  • violate any applicable laws
  • infringe intellectual property rights
  • transmit malicious software
  • attempt unauthorized access
  • interfere with Website operations
  • distribute spam
  • harvest customer information
  • impersonate another person or organization
  • submit false or misleading information
  • engage in fraudulent transactions

 

Painted Donkey Inc. reserves the right to restrict or terminate access for users who violate these Terms.

Third-Party Websites

For your convenience, the Website may contain links to websites operated by third parties.

These links are provided solely for informational or convenience purposes.

Painted Donkey Inc. does not control and is not responsible for:

  • the content of third-party websites
  • the privacy practices of third-party websites
  • the availability of third-party services
  • the products or services offered by third parties

 

The inclusion of a link does not constitute an endorsement by Painted Donkey Inc.

Visitors access third-party websites at their own risk and should review the applicable terms and privacy policies of those websites.

Third-Party Services

The Website utilizes services provided by trusted third parties to operate and secure our online store.

These services may include:

  • Cloudflare
  • Authorize.net
  • WooCommerce
  • Shipping providers
  • Website hosting providers
  • Domain name services
  • Email providers

 

These services remain subject to their own terms, privacy policies, and operating procedures.

Painted Donkey Inc. is not responsible for outages, interruptions, or failures originating from third-party providers beyond our reasonable control.

Disclaimer of Warranties

The Website and all content made available through it are provided on an “as is” and “as available” basis.

To the fullest extent permitted by law, Painted Donkey Inc. disclaims all warranties, whether express, implied, statutory, or otherwise, including but not limited to implied warranties of:

  • merchantability
  • fitness for a particular purpose
  • non-infringement
  • uninterrupted availability

 

We do not warrant that:

  • the Website will always be available
  • the Website will always be error-free
  • defects will always be corrected immediately
  • the Website will be free of harmful code despite reasonable security precautions

 

Nothing in this section limits any warranty rights that cannot legally be excluded under applicable consumer protection legislation.

Product Descriptions

We strive to accurately describe every product offered for sale.

However, we do not warrant that:

  • descriptions are entirely free of typographical errors
  • photographs precisely represent colour
  • every monitor displays colours identically
  • every handmade or custom product will be identical

 

Minor variations do not constitute defects.

Limitation of Liability

To the fullest extent permitted by applicable law, Painted Donkey Inc., its directors, officers, employees, contractors, and affiliates shall not be liable for any indirect, incidental, consequential, exemplary, special, or punitive damages arising from or relating to:

  • use of the Website
  • inability to use the Website
  • delayed shipments
  • lost profits
  • lost business opportunities
  • business interruption
  • loss of data
  • security incidents beyond our reasonable control
  • third-party service failures

 

Where liability cannot legally be excluded, our liability shall be limited to the amount actually paid by the customer for the applicable order or product giving rise to the claim.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law.

Indemnification

You agree to indemnify, defend, and hold harmless Painted Donkey Inc., its directors, officers, employees, contractors, and affiliates from and against any claims, damages, liabilities, costs, expenses, or legal fees arising from:

  • your breach of these Terms
  • your misuse of the Website
  • your violation of applicable laws
  • your infringement of another person’s rights

 

This obligation survives termination of your use of the Website.

Force Majeure

Painted Donkey Inc. shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events beyond our reasonable control.

Such events may include, but are not limited to:

  • natural disasters
  • severe weather
  • floods
  • fires
  • pandemics
  • labour disruptions
  • transportation interruptions
  • supplier shortages
  • government actions
  • civil unrest
  • Internet outages
  • power failures
  • cyberattacks
  • acts of God

 

Where reasonably practicable, we will make reasonable efforts to minimize the impact of such events on our customers.

Export Compliance and International Sales

Painted Donkey Inc. ships products internationally where permitted.

Customers are responsible for ensuring that products may be legally imported into their destination country.

Customers are solely responsible for:

  • customs duties
  • import taxes
  • brokerage fees
  • regulatory approvals
  • import restrictions
  • local legal compliance

 

Painted Donkey Inc. reserves the right to refuse or cancel orders where export restrictions or applicable laws prohibit shipment.

Accuracy of Customer Information

Customers are responsible for ensuring that all information provided during checkout is accurate and complete.

This includes:

  • shipping addresses
  • billing information
  • email addresses
  • product selections
  • personalization details

 

Painted Donkey Inc. is not responsible for delays or additional costs resulting from inaccurate customer information.

Fraud Prevention

To protect both our customers and our business, Painted Donkey Inc. reserves the right to:

  • verify payment information
  • request additional verification where appropriate
  • refuse suspicious transactions
  • cancel orders suspected of fraud

 

Any refunds issued following fraud investigations will be processed using the original payment method where reasonably practicable.

Suspension or Termination

We reserve the right to suspend or terminate access to the Website or customer accounts where we reasonably believe that a user has:

  • violated these Terms
  • engaged in fraudulent activity
  • attempted unauthorized access
  • disrupted Website operations
  • used the Website unlawfully

 

Termination does not affect any legal rights or obligations accrued before termination.

Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict of law principles.

Dispute Resolution

The parties agree to make reasonable efforts to resolve disputes through good-faith discussions before commencing legal proceedings.

Where a dispute cannot be resolved informally, the dispute shall be brought before a court of competent jurisdiction located in the Province of Ontario, unless applicable law requires otherwise.

Nothing in this section limits any statutory rights available to consumers under applicable legislation.

Severability

If any provision of these Terms is determined to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

The invalid provision shall be interpreted, to the greatest extent possible, in a manner consistent with its intended purpose.

Waiver

Failure by Painted Donkey Inc. to enforce any provision of these Terms shall not constitute a waiver of that provision or of any other rights under these Terms.

Any waiver must be made expressly and in writing.

Assignment

You may not assign or transfer your rights or obligations under these Terms without the prior written consent of Painted Donkey Inc.

Painted Donkey Inc. may assign its rights and obligations in connection with a merger, acquisition, sale of assets, corporate restructuring, or similar business transaction.

Entire Agreement

These Terms, together with the following documents:

  • Privacy Policy
  • Cookie Policy
  • Shipping Policy
  • Return, Refund & Damaged Goods Policy

 

constitute the entire agreement between you and Painted Donkey Inc. regarding your use of the Website and supersede any prior understandings relating to the subject matter.

Changes to these Terms

Painted Donkey Inc. may revise these Terms from time to time.

Updated versions will be published on the Website together with a revised effective date.

Continued use of the Website following publication of revised Terms constitutes acceptance of those changes.

Contact Information

Questions regarding these Terms & Conditions may be directed to:

Painted Donkey Inc.
47 King Street West
Cobourg, Ontario K9A 2M1

Email: info@painteddonkey.ca

Customer support is provided exclusively by email.

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Shipping Policy

Purpose

This Shipping Policy explains how Painted Donkey Inc. processes, prepares, and ships orders placed through the Painted Donkey Wholesale online store.

Our goal is to process every order accurately, efficiently, and securely while providing clear expectations regarding shipping timelines and customer responsibilities.

This Shipping Policy should be read together with our:

  • Terms & Conditions
  • Return, Refund & Damaged Goods Policy

 

Shipping Destinations

Painted Donkey Inc. currently ships to customers worldwide, subject to applicable laws, shipping carrier availability, and destination restrictions.

Some products may not be available for shipment to certain countries due to:

  • import regulations
  • carrier restrictions
  • export controls
  • product-specific limitations

 

If we are unable to ship an order to your destination, we will notify you as soon as reasonably practicable and arrange an appropriate resolution, which may include cancellation and a refund.

Shipping Carriers

Depending on the destination, package size, service availability, and other operational considerations, Painted Donkey Inc. may use one or more of the following carriers:

  • Clickship – a Freightcom Company
  • Canada Post
  • UPS
  • Purolator
  • FedEx
  • Canpar

 

Carrier selection is made at our discretion unless a specific shipping service has been offered and selected during checkout.

Order Processing Time

Most orders are processed within 1 to 2 business days.

Order processing includes activities such as:

  • order verification
  • payment confirmation
  • inventory confirmation
  • product preparation
  • packaging
  • shipping label creation
  • transfer to the selected carrier

 

Processing time begins after payment has been successfully received and does not include weekends or statutory holidays observed in Ontario.

Orders placed outside normal business hours may begin processing on the next business day.

Production Time for Custom Products

Some products may require additional production time due to:

  • custom printing
  • personalization
  • made-to-order manufacturing
  • supplier lead times

 

Where additional production time applies, it will normally be indicated on the applicable product page or communicated during the ordering process.

Production time is separate from carrier transit time.

Shipping Transit Time

Once an order has been shipped, delivery times are determined by the selected carrier.

Transit times vary depending upon:

  • destination
  • shipping method
  • customs processing
  • weather
  • carrier operations
  • other circumstances beyond our control

 

Estimated delivery dates are provided for convenience only and are not guaranteed unless expressly stated by the carrier.

Shipping Charges

Shipping charges are calculated during checkout based on factors including:

  • destination
  • package size
  • package weight
  • selected shipping method
  • carrier rates

 

Shipping costs are displayed before payment is completed.

Tracking Information

Where tracking is available, customers will receive shipment tracking information by email after the carrier has accepted the shipment.

Tracking updates are provided by the shipping carrier.

Painted Donkey Inc. is not responsible for delays in tracking updates once a shipment has entered the carrier’s network.

Customer Responsibilities

Customers are responsible for ensuring that all shipping information is complete and accurate before submitting an order.

This includes:

  • recipient name
  • shipping address
  • postal or ZIP code
  • country
  • email address

 

Incorrect or incomplete information may result in:

  • shipping delays
  • returned shipments
  • additional shipping charges
  • order cancellation where appropriate

 

Address Changes

Requests to change a shipping address must be received before an order has been shipped.

Once an order has been transferred to the shipping carrier, Painted Donkey Inc. may be unable to modify the delivery address.

Any carrier fees associated with address changes remain the responsibility of the customer unless the error resulted from Painted Donkey Inc.

Undeliverable Shipments

Orders returned because of:

  • incorrect addresses
  • refusal of delivery
  • failure to collect the shipment
  • failure to pay customs charges
  • inability of the carrier to complete delivery

 

may be returned to Painted Donkey Inc.

If a returned shipment can be reshipped, additional shipping charges may apply.

Where an order cannot reasonably be reshipped, any refund will be handled in accordance with our Return, Refund & Damaged Goods Policy.

International Shipments

International customers are responsible for complying with all applicable import requirements within their country.

This includes responsibility for:

  • customs duties
  • import taxes
  • brokerage fees
  • VAT or GST where applicable
  • customs documentation required by local authorities

 

These charges are not included in product pricing or shipping charges unless expressly stated during checkout.

Painted Donkey Inc. has no control over customs processing times.

Customs Delays

International shipments may be delayed due to customs inspections or regulatory processing.

Such delays are outside the control of Painted Donkey Inc. and do not constitute grounds for order cancellation or refund.

We will assist customers where reasonably possible by providing shipment documentation or other available information.

Lost Shipments

If a shipment appears to have been lost in transit, customers should notify Painted Donkey Inc. as soon as reasonably possible.

We will work with the shipping carrier to investigate the shipment.

Because shipping carriers maintain their own investigation procedures, resolution timelines may vary.

Where appropriate, Painted Donkey Inc. may:

  • replace the shipment
  • refund the purchase
  • await completion of the carrier’s investigation before determining an appropriate resolution

 

Damaged Shipments

Customers should inspect shipments promptly upon delivery.

If a shipment arrives visibly damaged, customers should:

  • retain all packaging materials where practical
  • photograph the packaging and damaged products
  • notify Painted Donkey Inc. within two (2) business days of delivery

 

Prompt reporting helps us pursue claims with the shipping carrier where applicable.

Partial Shipments

In certain circumstances, orders may be shipped in multiple packages.

This may occur due to:

  • inventory availability
  • supplier shipments
  • package size limitations
  • operational requirements

 

Customers will not be charged additional shipping costs for partial shipments initiated by Painted Donkey Inc., unless otherwise agreed prior to shipment.

Risk of Loss

Subject to applicable consumer protection legislation, responsibility for loss or damage generally transfers to the customer once the shipment has been accepted by the shipping carrier.

However, Painted Donkey Inc. will make reasonable efforts to assist customers in resolving shipping-related issues, including damaged or lost shipments.

Nothing in this section limits any rights available under applicable law.

Shipping Restrictions

Painted Donkey Inc. reserves the right to refuse shipment where:

  • shipment would violate applicable laws
  • export restrictions apply
  • carrier limitations prevent delivery
  • fraudulent activity is suspected
  • delivery cannot reasonably be completed

 

Force Majeure

Shipping delays may occur due to circumstances beyond our reasonable control, including:

  • severe weather
  • natural disasters
  • labour disputes
  • transportation interruptions
  • customs delays
  • carrier operational issues
  • government actions
  • pandemics
  • cyber incidents affecting logistics providers

 

Painted Donkey Inc. shall not be liable for shipping delays resulting from such circumstances.

Contact Us

Questions regarding shipping or delivery may be directed to:

Painted Donkey Inc.
47 King Street West
Cobourg, Ontario K9A 2M1

Email: info@painteddonkey.ca

Customer service is provided exclusively by email.

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Return, Refund & Damaged Goods Policy

Purpose

At Painted Donkey Inc., we take pride in the quality of the products we sell and work to ensure every order is prepared accurately and shipped with care.

This Return, Refund & Damaged Goods Policy explains:

  • when returns are accepted
  • when refunds may be issued
  • how damaged or defective products are handled
  • the responsibilities of both Painted Donkey Inc. and our customers

 

This policy should be read together with our:

  • Terms & Conditions
  • Shipping Policy

General Return Policy

Unless otherwise required by applicable law, all sales are final.

Because many of our products are custom manufactured, printed, personalized, or prepared specifically for each customer, Painted Donkey Inc. does not accept returns for reasons such as:

  • change of mind
  • accidental purchase
  • ordering the wrong item
  • ordering the wrong size
  • ordering the wrong colour
  • no longer wanting the product

 

Customers are encouraged to carefully review all product details before completing their purchase.

Products Not Eligible for Return

The following items are not eligible for return or exchange except as described in the ‘Exceptions’ section:

  • custom printed products
  • personalized products
  • made-to-order products
  • clearance items
  • final sale items
  • products altered at the customer’s request

 

Order Accuracy

Customers are responsible for reviewing their order before completing checkout.

This includes confirming:

  • product selection
  • quantity
  • personalization details
  • colours
  • sizes
  • shipping information
  • billing information

 

Orders begin processing quickly, and changes or cancellations may not be possible once production or fulfillment has begun.

Exceptions

Although all sales are generally final, Painted Donkey Inc. will review requests involving:

  • products damaged during shipping
  • products received with manufacturing defects
  • incorrect products shipped due to our error
  • missing items from an order

 

Where a claim is approved, we may, at our discretion:

  • replace the product
  • repair the product where appropriate
  • provide a full or partial refund
  • provide store credit, if mutually agreed upon

 

The appropriate remedy will depend on the circumstances of the claim.

Damaged During Shipping

If your order arrives damaged, please notify us within two (2) business days of delivery.

To assist with our review, please include:

  • your order number
  • a description of the issue
  • photographs of the damaged product
  • photographs of the shipping box
  • photographs of all packaging materials, where available

 

Please retain the damaged product and original packaging until we advise otherwise, as these may be required for a carrier claim.

Manufacturing Defects

If you believe a product contains a manufacturing defect, please contact us within two (2) business days of receiving your order.

We may request:

  • photographs
  • additional information
  • return of the product for inspection where appropriate

 

Normal wear and tear, misuse, improper care, accidental damage, or damage caused after delivery are not considered manufacturing defects.

Incorrect Orders

If you receive a product different from the one you ordered due to an error by Painted Donkey Inc., please notify us within two (2) business days of delivery.

Once verified, we will arrange an appropriate resolution, which may include:

  • shipment of the correct item
  • return instructions for the incorrect item, if necessary
  • replacement
  • refund

 

Missing Items

If your shipment appears incomplete, please contact us within two (2) business days of delivery.

Please include:

  • your order number
  • the item(s) believed to be missing
  • photographs of the contents received, if requested

 

We will investigate and work to resolve the issue promptly.

Inspection Process

Every claim is reviewed individually.

During our review, we may request:

  • additional photographs
  • clarification regarding the issue
  • return of the product
  • inspection by the shipping carrier

 

Submitting requested information promptly helps us process claims more efficiently.

Replacement or Refund Decisions

Where a claim is approved, Painted Donkey Inc. will determine the most appropriate resolution.

Factors considered may include:

  • the nature of the issue
  • product availability
  • carrier findings
  • manufacturing information
  • cost of replacement
  • practicality of repair

 

Approval of one claim does not guarantee approval of future claims.

Refund Method

Approved refunds will generally be issued using the original method of payment.

Processing times may vary depending upon:

  • financial institution
  • credit card issuer
  • payment provider

 

Painted Donkey Inc. is not responsible for delays caused by third-party financial institutions.

Shipping Costs

Shipping charges are generally non-refundable unless:

  • the incorrect product was shipped by Painted Donkey Inc.
  • the product arrived damaged due to circumstances for which we are responsible
  • applicable law requires otherwise

 

Where a replacement is approved due to our error, Painted Donkey Inc. will normally cover reasonable shipping costs associated with the replacement.

Return Authorization

Where return of a product is required, customers must first obtain authorization from Painted Donkey Inc.

Unauthorized returns may be refused.

Return instructions will be provided by email.

Fraudulent Claims

Painted Donkey Inc. reserves the right to deny claims that are determined, acting reasonably, to be:

  • fraudulent
  • intentionally misleading
  • unsupported by available evidence
  • abusive of this policy

 

Knowingly submitting false information may result in:

  • denial of future claims
  • cancellation of pending orders
  • suspension of customer accounts where applicable

 

Products Damaged After Delivery

Once a product has been delivered in acceptable condition, Painted Donkey Inc. cannot accept responsibility for damage resulting from:

  • misuse
  • improper installation
  • improper storage
  • neglect
  • accidental damage
  • modification by the customer
  • normal wear and tear

 

Carrier Investigations

Some claims involving damaged or lost shipments require investigation by the shipping carrier.

Customers agree to reasonably cooperate with any investigation, including providing documentation or retaining packaging where necessary.

Resolution timelines may depend upon the carrier’s investigation process.

Limitation of this Policy

This policy does not limit any rights or remedies available to consumers under applicable consumer protection legislation.

Where applicable law provides greater protections than those described in this policy, those legal rights will prevail.

Contact Us

Questions regarding returns, damaged products, or refunds may be directed to:

Painted Donkey Inc.
47 King Street West
Cobourg, Ontario K9A 2M1

Email: info@painteddonkey.ca

Customer service is provided exclusively by email.

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Accessibility Statement

Our Commitment

Painted Donkey Inc. is committed to providing a website that is welcoming, inclusive, and accessible to as many people as reasonably possible.

We believe everyone should be able to access information about our products and services regardless of ability, technology, or the assistive tools they use.

We are committed to continually improving the accessibility and usability of our website as our business and technology evolve.

Our Goal

Our goal is to make our website as accessible as reasonably practicable by following recognized accessibility best practices and applicable legal requirements.

Where feasible, we strive to align our website with the principles of the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA, recognizing that accessibility is an ongoing process rather than a one-time achievement.

Accessibility Features

Where reasonably practicable, our website is designed to support accessibility through features such as:

  • Clear and consistent navigation
  • Readable fonts and typography
  • Appropriate colour contrast
  • Descriptive headings
  • Keyboard-accessible navigation where supported by the platform
  • Alternative text for meaningful images where appropriate
  • Responsive layouts for desktop, tablet, and mobile devices
  • Compatibility with modern web browsers
  • As new content is added to our website, we strive to maintain these standards.

 

Ongoing Improvements

Accessibility is an ongoing effort.

We periodically review our website to identify opportunities for improvement, including:

  • improving page structure
  • enhancing keyboard navigation
  • improving image descriptions
  • simplifying website content
  • improving compatibility with assistive technologies

 

As our website grows, accessibility considerations will continue to be incorporated into future updates wherever reasonably practicable.

Third-Party Services

Our website utilizes third-party products and services, including WordPress, WooCommerce, Cloudflare, Authorize.net, and shipping providers.

Although we make reasonable efforts to select reputable providers, we cannot guarantee the accessibility of third-party software, plugins, embedded content, or external websites that are not under our control.

Where possible, we will seek accessible alternatives if significant accessibility issues become known.

Compatibility

Our website is intended to function with current versions of commonly used web browsers.

It is also designed, where reasonably practicable, to work with commonly used assistive technologies, including screen readers, keyboard navigation tools, and browser accessibility features.

Because technology evolves continuously, compatibility may vary depending on software versions, browser settings, and assistive technologies.

Alternative Communication

If you experience difficulty accessing information on our website, we encourage you to contact us.

Upon request, we will make reasonable efforts to provide information in an alternative format or assist you in obtaining the information or services you require.

As customer service is provided by email, requests should be directed to:

info@painteddonkey.ca

Accessibility Feedback

We welcome feedback regarding the accessibility of our website.

If you encounter an accessibility barrier, please let us know by providing:

  • The page or feature you were attempting to access
  • A description of the issue
  • The device and browser you were using (if known)
  • Any assistive technology you were using (if applicable)

 

Your feedback helps us improve the accessibility of our website for all visitors.

Continuous Improvement

Painted Donkey Inc. is committed to reviewing this Accessibility Statement periodically.

As our website, services, and technology evolve, we will continue to improve accessibility wherever reasonably practicable.

Contact Information

Accessibility questions or feedback may be directed to:

Painted Donkey Inc.
47 King Street West
Cobourg, Ontario K9A 2M1

Email: info@painteddonkey.ca

Customer service is provided exclusively by email.

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Appendix A – Definitions

The following definitions apply throughout this Website Policy Manual unless the context requires otherwise.

Business Day means any day other than a Saturday, Sunday, or statutory holiday observed in Canada or in the Province of Ontario.

Customer means any individual or organization that purchases or attempts to purchase products or services from Painted Donkey Inc.

Order means a request submitted through the Website to purchase one or more products or services. An Order is not considered accepted until confirmed by Painted Donkey Inc.

Website refers to the online services operated by Painted Donkey Inc., including:

 

Personal Information means information about an identifiable individual, as defined by applicable Canadian privacy legislation. Examples include:

  • name
  • email address
  • billing address
  • shipping address
  • purchase history

Personal Information does not generally include anonymized or aggregated information that cannot reasonably identify an individual.

Custom Product is any item manufactured, printed, modified, decorated, or otherwise produced specifically for a customer’s order.

Personalized Product is any product containing customer-specific information, including names, dates, initials, logos, artwork, photographs, or other customized content.

Carrier refers to any shipping provider used by Painted Donkey Inc. to deliver products, including but not limited to:

  • Clickship – a Freightcom Company
  • Canada Post
  • UPS
  • Purolator
  • FedEx
  • Canpar

 

Processing Time refers to the period between acceptance of an order and transfer of that order to the shipping carrier. Processing Time does not include the time required for transportation or delivery.

Transit Time means the period after a shipment has been accepted by the shipping carrier until delivery to the customer. Transit Time is determined by the carrier and is separate from Processing Time.

Account refers to a registered customer profile created on the Website that enables access to account-specific features such as order history, saved addresses, and order tracking where available.

Services include all online services provided by Painted Donkey Inc., including the Website, online ordering, customer accounts, contact forms, and related customer support.

“We”, “Us”, and “Our” refer to Painted Donkey Inc.

“You” and “Your” refer to any visitor, customer, purchaser, or user of the Website.

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Appendix B – Document Review & Revision

To keep this manual accurate and effective, Painted Donkey Inc. should review it:

  • At least annually
  • Following significant changes to the Website
  • Before introducing new online services or payment methods
  • Before enabling website analytics or advertising technologies
  • Following changes to applicable privacy or consumer protection legislation

 

The revision history at the beginning of this manual should be updated whenever substantive changes are made.

[1] Exception – we request to view and make a copy of Certificates of Indian Status (laminated cards) or Secure Certificate of Indian Status (SCIS cards) when requesting Indigenous Status sales tax exemption

[2] Exception – customers may provide their month and day of birth, excluding year, to become a member of The Sweet Stable Birthday Club for free ice cream on their birthday

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