Privacy policy

Xemax Surgical Products Inc.   Last Updated: June 4th, 2026

1. Quick Summary

We are Xemax Surgical Products Inc., a California-based dental and surgical supply company. We sell to dental practices and medical businesses in the United States, Canada, and occasionally other countries. Here is what matters most:

  • We collect basic contact, account, and order details to process and ship your purchases.
  • Payments are handled by Authorize.net and Shopify. We do not store your full credit card number.
  • We use cookies and analytics tools, including a live chat tool (Zoho SalesIQ), to keep the site working, assist you in real time, and improve your experience. The live chat tool tracks visitor activity even if you do not start a chat.
  • We may use advertising tools that, under applicable law, can count as selling or sharing personal information. You have the right to opt out — see Section 9.
  • Your data is processed and stored in the United States. If you are in Canada or another country, your information crosses a border when you use our Services — see Section 12.
  • Canadian customers have rights under PIPEDA and, if you are in Quebec, under Quebec Law 25.
  • You can ask us to see, correct, or delete your information at any time. We respond within 45 days.

The sections below give you the full details.

2. Who We Are and How to Reach Us

Xemax Surgical Products Inc.
712 California Blvd, Napa, CA 94559, United States
Email: customerservice@xemax.com

Privacy Officer (PIPEDA)
Our designated Privacy Officer under Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) is our Management Representative. You may contact our Privacy Officer at the email address above, with "Attention: Privacy Officer" in the subject line.

This Privacy Policy applies to our website and online store (the "Services"). By using the Services, you agree that we may handle your information as described here.

3. What "Personal Information" Means

"Personal information" means information that identifies you or can reasonably be linked to you — for example, your name combined with your email address or business name.

It does not include:

  • Information that has been de-identified so it can no longer reasonably identify you; or
  • Aggregated statistical data.

4. Information We Collect

A. Information you give us directly

  • Name, job title, and business name
  • Billing and shipping address
  • Email address and phone number
  • Username and password
  • Payment method type (card type, ACH — not full card numbers)
  • Order details, preferences, and saved addresses
  • Messages, support requests, and notes from calls or chats
  • Name, email address, and any other details you provide when starting a live chat session, and the full content of that chat conversation

B. Information collected automatically

  • IP address
  • Browser type, device type, and operating system
  • Pages you visit, links you click, and time spent on pages
  • Referring website or search term
  • Cookie identifiers and similar tracking IDs
  • Live chat session data, including pages viewed before and during a chat, visitor tracking identifiers, and approximate geographic location derived from your IP address — this data is collected by our live chat tool (Zoho SalesIQ) whether or not you initiate a conversation

C. Information from third parties

We may receive basic visit or order details from integration partners or platforms that connect to our store.

5. How We Use Your Information

A. To process and fulfill orders

  • Confirm and ship purchases
  • Process returns and exchanges
  • Send order confirmations and shipping updates

B. To manage your account and relationship

  • Create and maintain your account
  • Remember preferences and saved information
  • Respond to questions and support requests

C. To provide live chat support

  • Connect you with our customer service team in real time
  • Review and respond to chat transcripts
  • Identify returning visitors and personalize your support experience
  • Sync chat history to our CRM (Zoho) to maintain a complete record of your interactions with us

D. To improve our website and services

  • Analyze how visitors use our site
  • Test and improve site performance and layout

E. For marketing and advertising

  • Send product news and promotions (you can unsubscribe at any time)
  • Show you relevant ads on our site or other sites based on your activity
  • Measure campaign effectiveness

F. For security and fraud prevention

  • Protect accounts and our systems from unauthorized access
  • Detect and investigate suspected fraud or misuse

G. For legal and compliance purposes

  • Meet tax, accounting, and other legal obligations in applicable jurisdictions
  • Respond to valid legal requests from courts or regulators
  • Enforce our Terms of Service

6. How We Share Your Information

We do not sell your name or email to data brokers. However, sharing data with advertising and analytics platforms can be considered a "sale" or "sharing" under California law. See Section 9 for your opt-out rights.

A. Service providers

We share information with companies that help us operate our business. They may use your information only to perform services for us and must handle it securely. Our current service providers include:

  • Shopify Inc. — store platform, hosting, checkout, and analytics
  • Authorize.net — payment processing
  • Zoho Corporation — CRM, inventory management, customer communications, and live chat (Zoho SalesIQ)
  • ShipStation — shipping and logistics management
  • SKUPlugs — inventory and platform synchronization
  • Google LLC — analytics (Google Analytics) and advertising
  • Shipping carriers (e.g., UPS, FedEx, USPS, Canada Post) — order delivery

We will update this list if we add or change service providers in a material way.

B. Advertising and marketing partners

Marketing and advertising partners may receive information about how you use our site in order to help us show you relevant ads and measure results. These partners operate under their own privacy policies.

C. Business transfers

If we sell, merge, or transfer our business, personal information may be transferred as part of that transaction, subject to the terms of this policy.

D. Legal and safety disclosures

We may disclose your information to comply with applicable law or valid legal process, or to protect the rights, property, or safety of Xemax, our customers, or others. This includes cooperation with authorities in both the United States and Canada where required by law.

7. Our Relationship with Shopify

Our store runs on the Shopify platform. Shopify collects and processes some of your personal information to provide the store infrastructure, secure checkout, analytics, and other platform features. In some cases Shopify may act as an independent data controller with respect to your information.

Xemax and Shopify have entered into a Data Processing Agreement consistent with applicable privacy law. For more information about how Shopify handles your data, see the Shopify Consumer Privacy Policy and Shopify Privacy Portal (linked on our website).

8. Cookies, Live Chat, and Online Advertising

We use cookies and similar technologies to:

  • Keep you logged in and remember your cart
  • Understand how visitors use our site
  • Improve page performance and layout
  • Show you relevant content and ads
  • Power our live chat tool and identify returning visitors

You can adjust cookie settings through our cookie consent banner or through your browser settings. Blocking certain cookies may affect how some parts of the site work, including live chat functionality.

Live Chat — Zoho SalesIQ

We use Zoho SalesIQ to provide live chat support on our website. Zoho SalesIQ uses cookies and similar tools to:

  • Track pages you visit before and during a chat session
  • Identify you as a returning visitor, even if you do not start a chat
  • Capture your approximate location based on your IP address
  • Store chat transcripts, which may be synced to our Zoho CRM

This tracking occurs automatically when you visit our site. If you do not wish to be tracked by Zoho SalesIQ, you may block third-party cookies in your browser settings or use a browser extension that blocks tracking scripts. Note that doing so will disable the live chat feature.

Chat transcripts are retained for a period consistent with our data retention practices described in Section 13. Access to transcripts is limited to authorized Xemax staff.

Google Analytics

We have entered into a Data Processing Agreement with Google LLC for our use of Google Analytics.

Advertising and Opt-Out

If you live in a jurisdiction where sharing data with advertising partners counts as a "sale" or "sharing" of personal information (such as California), you may use the "Do Not Sell or Share My Personal Information" link in our website footer to opt out. We also honor the Global Privacy Control (GPC) signal — if your browser sends a GPC signal and you are in a covered jurisdiction, we will treat it as an opt-out request for that browser and device.

9. Your Privacy Rights

Your rights depend on where you live. The following rights may apply to you:

  • Right to Know / Access — Ask what personal information we hold about you and how we use it, including any chat transcripts associated with your account or email address.
  • Right to Delete — Ask us to delete your personal information, subject to certain exceptions (e.g., records we must keep for tax or legal purposes).
  • Right to Correct — Ask us to correct inaccurate information about you.
  • Right to Portability — Request a copy of your personal information in a usable format.
  • Right to Opt Out of Sale or Sharing — In California and certain other jurisdictions, ask us not to sell or share your personal information for targeted advertising purposes.
  • Right to Withdraw Consent — Where we rely on your consent to process personal information, you may withdraw that consent at any time without affecting the lawfulness of prior processing.
  • Right to Non-Discrimination — We will not discriminate against you for exercising your privacy rights.

To exercise any of these rights, contact us at:

  • Email: customerservice@xemax.com (subject line: "Privacy Request")
  • Mail: Xemax Surgical Products Inc., 712 California Blvd, Napa, CA 94559, United States
  • Privacy request form or opt-out link on our website

We will respond to verified requests within 45 days. If we need more time (up to 90 days total), we will notify you of the extension and the reason. We may need to verify your identity before acting on your request. You may authorize an agent to submit a request on your behalf, and we may ask for proof of that authorization.

To manage marketing emails, use the unsubscribe link in any email we send. We may still contact you about your orders or account.

10. Additional Information for Canadian Customers

If you are located in Canada, the following additional provisions apply to you.

A. Applicable law

We collect, use, and disclose your personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and, where applicable, Quebec's Act Respecting the Protection of Personal Information in the Private Sector (Law 25).

B. Purposes and consent

We collect your personal information with your knowledge and consent, either expressly (for example, when you create an account, complete a purchase, or initiate a live chat session) or as permitted by law. You may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice, by contacting our Privacy Officer. Withdrawing consent may affect our ability to provide certain services to you.

C. Your rights under PIPEDA

In addition to the rights described in Section 9, Canadian customers have the right to:

  • File a complaint with the Office of the Privacy Commissioner of Canada (OPC) if you believe we have not complied with PIPEDA. Visit www.priv.gc.ca for more information.
  • Be informed of any third-party transfers of your personal information and the safeguards that apply.

D. Quebec residents — Law 25

If you are located in Quebec, you have additional rights under Quebec's Law 25, including:

  • The right to be informed of any automated decision-making that produces legal or significant effects concerning you.
  • The right to request that personal information used in an automated decision be reviewed by a person.
  • The right to request that your personal information be communicated to you or transferred to another organization in a technology-neutral, structured format (data portability).

This Privacy Policy is available in French upon request. Please contact us at customerservice@xemax.com with the subject line "French Privacy Policy Request" and we will provide a French-language version. / La présente politique de confidentialité est disponible en français sur demande.

E. Data breach notification

In the event of a breach of security safeguards involving your personal information that creates a real risk of significant harm to you, we will notify you and the Office of the Privacy Commissioner of Canada as required by PIPEDA. We maintain an internal record of all breaches of security safeguards as required by law.

F. Privacy Officer

Our designated Privacy Officer is responsible for our compliance with PIPEDA and can be reached at customerservice@xemax.com with "Attention: Privacy Officer" in the subject line.

11. Children's Data

Our Services are designed for adult dental and medical professionals and businesses. We do not knowingly collect personal information from individuals under 16 years of age (or the applicable age of majority in your jurisdiction). If you believe a minor has provided us with personal information, please contact us and we will delete it promptly.

12. Cross-Border Data Transfers

Xemax is based in the United States. Our website, servers, and primary service providers (including Shopify, Zoho, ShipStation, and Google) are located in or operate through the United States. When you use our Services from Canada or another country, your personal information — including any live chat transcripts — is transferred to and processed in the United States.

The privacy laws of the United States may differ from those of your home country and may not provide the same level of protection. By using our Services, you acknowledge this transfer.

A. Canadian customers

We take steps to ensure that personal information transferred from Canada to the United States receives comparable protection, including through contractual arrangements with our service providers. You may obtain information about those arrangements by contacting our Privacy Officer.

B. Other international customers

For customers outside the United States and Canada, we transfer and process your personal information in the United States under our standard data handling practices described in this policy. If you have questions about how your information is protected during international transfer, please contact us.

13. Security and Data Retention

We use reasonable technical and organizational safeguards to protect your personal information, including:

  • Secure hosting and encryption provided by Shopify
  • Access controls for our staff
  • Secure payment processing through Authorize.net
  • Access to live chat transcripts limited to authorized Xemax personnel

No security system is perfect. Please avoid sending highly sensitive information (such as passwords or payment details) over unencrypted channels or through live chat.

We retain your personal information only as long as needed to:

  • Maintain your account and provide the Services
  • Meet legal, tax, and regulatory requirements in applicable jurisdictions (including Canada Revenue Agency requirements for Canadian transactions)
  • Resolve disputes and enforce our agreements

Chat transcripts are retained for the same period as other customer interaction records and are deleted or de-identified when no longer needed for the purposes above.

When we no longer need your information, we will securely delete or de-identify it.

14. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will update the "Last Updated" date at the top of this page and post the revised version. Where required by law, we will provide additional notice by email or site banner. Your continued use of the Services after an update constitutes acceptance of the revised policy.

15. Contact Us

If you have questions about this Privacy Policy or want to exercise your privacy rights, contact us at:

Xemax Surgical Products Inc.
712 California Blvd, Napa, CA 94559, United States
Email: customerservice@xemax.com

Canadian privacy complaints may also be directed to:

Office of the Privacy Commissioner of Canada
30 Victoria Street, Gatineau, Quebec K1A 1H3
Toll-free: 1-800-282-1376
www.priv.gc.ca