Privacy policy
Last Updated: August 19, 2026
At Frank Brothers Guitar Company ("Frank Brothers", "we", "our", or "us"), we respect your privacy and are committed to protecting your personal information.
This Privacy Policy explains what information we collect, how we use it, who we share it with, and the choices available to you when you visit our website, place an order, request a quote, subscribe to our newsletter, or otherwise interact with us.
By using our website or services, you acknowledge that you have read and understood this Privacy Policy and you consent to the collection, use, and disclosure of your personal information as described herein.
Who We Are
Frank Brothers Guitar Company is a Toronto-based manufacturer of custom and production electric guitars.
Our online store is powered by Shopify, which provides the e-commerce platform that allows us to offer products and services online.
Information We Collect
Depending on how you interact with us, we may collect the following information.
Contact Information
- Name
- Email address
- Telephone number
- Billing address
- Shipping address
Order Information
- Products purchased
- Custom specifications
- Order history
- Payment status
- Shipping details
Payment Information
When you make a purchase, payment information is processed securely through our payment providers.
Frank Brothers Guitar Company does not store complete payment card numbers on its own systems. We may retain partial card information (such as the last four digits) solely for order identification and fraud prevention purposes.
Communications
When you contact us, we may collect information contained in:
- Emails
- Quote requests
- Contact forms
- Consultation requests
- Warranty requests
- Customer service inquiries
Technical Information
When you visit our website, certain information may be collected automatically, including:
- IP address
- Browser information
- Device information
- Website activity
- Referral information
Cookies and Similar Technologies
We and our service providers, including Shopify, use cookies and similar technologies to:
- Operate and secure our website
- Remember preferences and shopping cart contents
- Analyze website performance
- Improve user experience
- Measure marketing effectiveness
- Support advertising and promotional activities
Most web browsers allow you to manage or disable cookies through browser settings. Disabling cookies may affect certain website functionality, including the ability to add items to your shopping cart, complete purchases, or access personalized features.
How We Use Your Information
We use personal information to operate our business and provide our products and services. Our legal basis for processing includes your consent, contractual necessity, legal obligations, and legitimate business interests as permitted by applicable law.
To Process Orders
Including to:
- Manufacture custom instruments
- Process payments
- Arrange shipping
- Fulfill orders
- Manage returns and warranty requests
To Communicate With You
Including to:
- Respond to inquiries
- Provide customer support
- Send order updates
- Schedule consultations
- Respond to warranty or repair requests
To Improve Our Website and Services
Including to:
- Analyze website traffic
- Improve functionality
- Understand customer preferences
- Develop new products and services
For Security and Fraud Prevention
Including to:
- Protect customer accounts
- Prevent fraud
- Detect unauthorized activity
- Protect our systems and customers
To Meet Legal Obligations
Including to:
- Comply with laws and regulations
- Maintain business records
- Respond to lawful requests
- Resolve disputes
Marketing Communications and CASL
In accordance with Canada's Anti-Spam Legislation (CASL), we obtain consent before sending commercial electronic messages. Canada's Anti-Spam Legislation (CASL), we obtain consent before sending commercial electronic messages.
With your consent, we may send:
- Newsletters
- Product announcements
- Event invitations
- Promotions
- Company updates
You may unsubscribe at any time by using the unsubscribe link in our emails or by contacting us directly.
Unsubscribing from marketing communications will not affect our ability to send:
- Order confirmations
- Shipping updates
- Warranty information
- Product safety notices
- Service communications
- Legal notices
How We Share Information
We do not sell, rent, lease, or trade your personal information.
We may share information with trusted service providers when reasonably necessary for the purposes described in this Privacy Policy.
These may include:
- Shopify
- Payment processors
- Shipping carriers
- IT and website service providers
- Analytics providers
- Marketing platforms
- Professional advisors
These service providers are required by contract to use personal information only as necessary to provide services on our behalf, to maintain appropriate safeguards, or as otherwise permitted by law.
We may also disclose information:
- With your consent
- To comply with legal requirements
- Where reasonably necessary to protect our rights, property, or safety, or the rights, property, or safety of others
- As part of a merger, acquisition, restructuring, or business transaction, provided that the receiving party agrees to protect personal information in a manner consistent with this Privacy Policy
Shopify and Third-Party Services
Our online store is hosted by Shopify.
Information submitted through our website may be processed by Shopify and its service providers in order to provide and maintain the services used to operate our store. Shopify may also process information in accordance with its own privacy practices as an independent controller.
For more information about Shopify's privacy practices, please visit:
International Transfers
We serve customers around the world and may use service providers located in various jurisdictions.
As a result, personal information may be transferred to, stored in, or processed outside of Canada.
When personal information is transferred internationally, we take reasonable steps to ensure appropriate safeguards are in place, including contractual obligations requiring service providers to protect personal information to a standard comparable to that required under applicable Canadian privacy law.
How Long We Keep Information
We keep personal information only for as long as reasonably necessary to:
- Provide our products and services
- Support warranties and repairs
- Fulfill contractual obligations
- Maintain business records
- Meet legal and tax requirements
- Resolve disputes
- Enforce our agreements
This may include retaining:
- Order records
- Invoices
- Warranty records
- Repair records
- Shipping records
- Customer communications
When information is no longer required, we take reasonable steps to securely delete or irreversibly anonymize it so that it can no longer be used to identify an individual.
Protecting Your Information
We maintain reasonable physical, technical, and administrative safeguards designed to protect personal information against:
- Unauthorized access
- Loss
- Misuse
- Disclosure
- Alteration
No method of transmission or storage is completely secure, and therefore absolute security cannot be guaranteed. In the event of a breach of security safeguards involving personal information, we will comply with applicable breach notification requirements, including notifying affected individuals and the Office of the Privacy Commissioner of Canada where required by law.
Your Privacy Rights
Depending on where you live and applicable law, you may have additional privacy rights beyond those described in the Canadian Privacy Rights section below. These may include the right to:
- Request access to personal information we hold about you
- Request correction of inaccurate personal information
- Request deletion of personal information where permitted by law
- Withdraw consent where processing is based on consent (note: withdrawing consent may affect our ability to provide certain products or services to you)
- Request information about our privacy practices
We may need to verify your identity before responding to a request. Any verification steps will be proportionate to the sensitivity of the information involved and the nature of the request.
Canadian Privacy Rights
Frank Brothers Guitar Company handles personal information in accordance with applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and other applicable federal and provincial privacy laws.
Subject to applicable law, individuals may request access to personal information, request corrections to inaccurate information, withdraw consent where appropriate, and inquire about our privacy practices.
We will respond to privacy requests within 30 days, or within such other timeframe as required by applicable law.
Children's Privacy
Our website and services are not directed toward children under the age of 16.
We do not knowingly collect personal information from children under 16 years of age.
If you believe a child has provided personal information to us without appropriate consent, please contact us so that we can investigate and, where confirmed, promptly delete the information.
Third-Party Websites
Our website may contain links to third-party websites, services, or social media platforms.
We are not responsible for, and accept no liability in connection with, the privacy practices or content of third-party websites. We encourage users to review those privacy policies separately before providing any personal information.
Complaints
If you have concerns regarding our handling of personal information, please contact us using the information below.
We take privacy concerns seriously and will acknowledge receipt of complaints promptly and investigate them in accordance with applicable privacy laws.
You may also have the right to contact the Office of the Privacy Commissioner of Canada (www.priv.gc.ca) or other applicable privacy regulators or authorities where permitted by law.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time.
If changes are made, we will post the updated Privacy Policy on this website and update the "Last Updated" date above. Where changes are material, we will use reasonable efforts to notify you in advance, such as by posting a prominent notice on our website or sending an email to the address associated with your account.
Contact Us
Frank Brothers Guitar Company
21-B Carlaw Avenue
Toronto, Ontario M4M 2R6
Canada
Phone: +1 (647) 479-8023
Email: info@FrankBGC.com
Privacy Officer
Questions, requests, concerns, or complaints regarding this Privacy Policy or our privacy practices may be directed to:
Privacy Officer
Frank Brothers Guitar Company
Email: info@FrankBGC.com
For the purposes of the Personal Information Protection and Electronic Documents Act (PIPEDA) and other applicable privacy legislation, Frank Brothers Guitar Company is responsible for personal information under its custody or control.