Privacy Policy

1. Information We Collect

Information You Provide

We gather and maintain information that you willingly share with us while using our Services. This information encompasses:

Personal Details: This includes your name, shipping address, billing address, payment card information, telephone number(s), email address(es), and data related to purchases, returns, and exchanges.

For instance, when you:

  • a) Create an Account or Make Online Purchases: You will be prompted to furnish necessary transaction details, such as contact and payment information.
  • b) Seek Assistance from Our Support Team: Whether through email, telephone, automated chat, live chat sessions, SMS, or other communication channels, we may inquire about your pet or gather additional information during these interactions.
  • c) Participate in Contests, Sweepstakes, or Promotions: We may request information essential for the fulfillment of these promotions.
  • d) Engage in Public Forums: Any content you post in publicly-accessible forums on our Services, like product reviews or Q&A forums, will be accessible to us and other visitors.

If we offer gifts for dog owners: We also collect information regarding your pet(s), including but not limited to their name, breed, gender, birthdate, size, weight, prescriptions, veterinary and pet health details, pet insurance data, and photos.

Information Obtained Automatically

We employ technology to automatically acquire additional information about you and your devices when you visit our Sites, use our Apps, or view our online advertisements. For more details, please refer to the “Cookies and Interest-Based Advertising” section of this Privacy Policy below. This information serves to ensure the proper functioning of our Sites and Apps and supports our marketing and analytics endeavors. It encompasses:

  • Device Type
  • Device Settings
  • Internet Browser Information
  • Operating System Details
  • IP Address
  • Mobile Device Identifiers
  • Software Version
  • Phone Model
  • Phone Operating System
  • Mobile Phone Carrier Information
  • Precise Geolocation Data
  • Date, Time, and Duration of Your Visits to Our Sites and Apps
  • Referring Website, Specific Pages Accessed, and Other Actions Taken on Our Sites and Apps

Furthermore, interactions like chats, phone/video calls, and other engagements with our customer service team or veterinarians may be recorded. Additional information may be obtained from you on occasion, with appropriate notice provided.

We also utilize a third-party session replay service, which records users’ interactions with our Sites and Apps, including clicks, mouse movements, and scrolling.

Information from External Sources

We may receive information about you from external sources to:

  • Improve the accuracy and completeness of our records.
  • Enhance the quality of our Services.
  • Prevent or detect fraudulent activities.
  • Support our marketing and analytics efforts.

These external sources may include data collected by payment processors, data brokers, third-party ad technology companies, veterinarians, insurance companies, shelters, and shipping carriers. The usage of this information aligns with the provisions of this Privacy Policy.

Third-Party Web Analytics Services

We incorporate third-party web analytics services on our Sites and Apps, such as Google Analytics. The service providers responsible for these services employ automated technologies to collect data (e.g., IP addresses, cookies, and other device identifiers) to assess the usage of our Services. To learn more about Google Analytics and opt-out options, please visit www.google.com/analytics/learn/privacy.html.

2. SMS Marketing

We value your privacy and the information you consent to share in relation to our SMS marketing service. We use this information to send you text notifications (for your order, including abandoned checkout reminders), text marketing offers, and transactional texts, including requests for reviews from us. Opt-in data and consent for text messaging will not be shared with any third parties except for messaging partners, for the purpose of enabling and operating our text messaging program.

Our website uses cookies to keep track of items you put into your shopping cart, including when you have abandoned your checkout. This information is used to determine when to send cart reminder messages via SMS.

3. How We Utilize The Information We Collect

We may use, process, and disclose the information we gather about you for various business purposes, including:

  • Fulfilling your orders and processing your payments.
  • Offering customer and technical support.
  • Securing veterinarian approvals and assistance.
  • Communicating with you regarding your account, updates, and issues with your orders.
  • Enhancing and personalizing your experience on our Sites and Apps.
  • Conducting analysis of customer interests and behaviors.
  • Promoting our products and services through personalized content.
  • Preventing fraud and complying with legal requirements.

4. Cookies And Interest-Based Advertising

We, along with third-party ad technology providers, may collect information about you and your devices across various websites and online services over time through tracking tools like cookies, web beacons, clear GIFs, pixels, device identifiers, and other online information-gathering tools. These automated technologies help us collect information about your equipment, browsing actions, and usage patterns. We use these automated technologies to:

  • Authenticate your account and securely store your password.
  • Monitor the performance of our Services.
  • Customize your experience on our Sites, Apps, and Social Media Services.
  • Deliver relevant advertising content.
  • Enhance our understanding of visitor interests and behaviors.

We adhere to the Self-Regulatory Principles for Online Behavioral Advertising established by the Digital Advertising Alliance (DAA). If you wish to opt-out of interest-based advertising, please visit the DAA opt-out page.

5. Use Of Analytics And Tracking Tools

We utilize a variety of analytics and tracking tools to better understand how our users interact with our website, with the aim of improving our services and enhancing the overall user experience. These tools help us in analyzing website traffic, understanding user behavior, and collecting user feedback. Below, we detail the specific analytics and tracking tools employed on our site:

Hotjar: We use Hotjar to gain insights into our users' needs and to optimize their experience on our site. Hotjar is a technology service that assists us in understanding our users’ behavior (e.g., how much time they spend on which pages, which links they choose to click, what users do and don’t like) and thereby enables us to build and maintain our service with user feedback. Hotjar uses cookies and other technologies to collect data on our users’ behavior and their devices, in a pseudonymized user profile. This data includes device IP addresses (processed during your session and stored in a de-identified form), screen size, device type (unique device identifiers), browser information, geographic location (country only), and the preferred language used to display our website. Hotjar is contractually forbidden from selling any of the data collected on our behalf. For more information, please visit the 'about Hotjar' section of Hotjar’s support site.

Google Analytics: Our website employs Google Analytics, a web analytics service provided by Google, Inc. Google Analytics uses cookies to help us analyze how visitors use our site. The information generated by the cookie about your use of the website (including your anonymized IP address) is transmitted to and stored by Google on servers in the United States. We use this information to compile reports on website activity and to provide other services related to website and internet usage. You can opt-out of Google Analytics without affecting how you visit our site – for more information on opting out of being tracked by Google Analytics across all websites you use, visit this Google page: Google Analytics Opt-out Browser Add-on.

Facebook Pixel: We use the Facebook Pixel, an analytics tool provided by Facebook, that helps us measure the effectiveness of our advertising by understanding the actions people take on our website. It enables us to create and optimize audiences for our advertising campaigns based on users' activities on our website. The Facebook Pixel collects data on your interaction with our site, including which pages you visit. This information is transmitted to Facebook and may be used to personalize the advertisements you see on Facebook and its network of services. For more information on how to control the ads you see on Facebook, visit Facebook's Ad Preferences page.

6. Disclosure Of Information

We may share your information with third parties under various circumstances, such as to facilitate our business operations, meet legal obligations, or with your explicit consent. These disclosures may include:

Affiliates and Subsidiaries: Your information may be shared with our affiliates and subsidiaries for purposes aligned with this Privacy Policy. This includes business, operational, promotional, and marketing purposes.

Service Providers: We may divulge the information we collect about you to service providers who perform various tasks on our behalf. These tasks encompass order fulfillment, package delivery, postal and email communication, data analysis, telehealth services, session replay services, marketing research, data analysis, credit card payment processing, fraud detection and prevention, and customer service, including automated and live chat features. Our service providers are bound by strict guidelines that prohibit them from utilizing your personal information for any purpose other than providing services on our behalf.

Business Partners: With your explicit consent and upon your direction, we may share your information with our business partners, such as veterinarians, pet insurers, and animal shelters. This enables them to offer you the requested services or services that align with your interests.

Other Third Parties: We may disclose your information to other third parties as part of our marketing endeavors to promote our Services or in accordance with your specific instructions.

Business Transfer: In the event that we sell, transfer, or contemplate the sale or transfer of all or part of LoveInTheBox’s assets or business, which may include merger, acquisition, or joint venture scenarios, we may disclose, transfer, or assign the information collected about you to our affiliates or one or more third parties. In the unlikely event of LoveInTheBox’s bankruptcy, insolvency, reorganization, receivership, liquidation, divestiture, dissolution, assignment for the benefit of creditors, or the application of laws or equitable principles affecting creditors’ rights, we may transfer your personal information to a successor or to a third party acquiring our assets under such circumstances. During such transactions, customer information typically constitutes one of the transferred business assets. However, it remains subject to the commitments set forth in any pre-existing Privacy Policy.

Protection of us and Others: We may disclose information about you to government authorities or other third parties to comply with applicable laws and regulations, governmental or quasi-governmental requests, court orders, subpoenas, and other legal processes. We may also share information with third parties when necessary to

  • (i) enforce any of the Terms of Use governing our Services or any investigation into potential violations thereof,
  • (ii) identify, prevent, or address fraud, security, or technical issues,
  • (iii) safeguard the integrity of our Services, and
  • (iv) protect our rights, property, or safety, as well as the rights, property, or safety of our users or others.

7. Your Choices

You have several options regarding the personal information we gather about you, as elaborated below.

If you are a California consumer, for more insights into your privacy rights, please refer to the “California Privacy Notice” section in this Privacy Policy.

If you are a resident of Colorado, Connecticut, Utah, or Virginia, for additional information concerning your privacy rights, please consult the “State Privacy Notice” section within this Privacy Policy.

Irrespective of your state of residence, we offer various choices to enable you to manage how we utilize your information. To exercise your privacy preferences, such as the right to access your data, the right to delete it, the right to correct it, and other privacy choices, send us a email. Please be aware that certain terms used in the privacy options may have specific meanings as defined by state laws. Some privacy rights may not be available in particular states. For more details, please consult state-specific privacy disclosures.

Cookies: Most internet browsers offer a “Help” feature that can guide you on how to prevent your browser from accepting new cookies, notify you when a new cookie is received, or even disable cookies altogether. However, please be mindful that if you choose to limit or disable cookies or block our use of them, certain site features may become unavailable or may not function correctly. Depending on your device, you may not have the ability to control cookies. To block cookies on our mobile app, you may need to uninstall the app from your mobile device.

Opting out of Email Marketing: If you wish to opt out of our marketing email communications, you can contact our customer service representatives using the phone number or email address provided in the “Contact Us” section of this Privacy Policy. Alternatively, you can follow the “unsubscribe” instructions included in our promotional emails. It’s important to note that opting out of marketing communications will not prevent the delivery of marketing or advertising content that has already been queued for transmission before your request is processed. Even after unsubscribing from marketing communications, you may still receive transactional messages, such as email or text notifications regarding your order status, recall information, and other administrative updates. Your information will remain in our database but will be marked as inactive to exclude you from receiving further marketing materials.

Opting out of Interest-based Advertising: You have the option to opt out of receiving interest-based ads from us. You can do this by visiting the DAA consumer opt-out page at https://www.aboutads.info/choices. Additionally, you can opt out of receiving interest-based ads from members of the Network Advertising Initiative (NAI) by visiting their consumer opt-out page at http://optout.networkadvertising.org/?c=1#!/. It’s important to note that opting out of interest-based ads does not mean you won’t receive ads from us; however, the ads you receive may be less tailored to your interests.

Opting out of In-App Advertising: You can utilize the DAA’s AppChoices program to opt out of specific in-app interest-based ads. Details can be found here. Additionally, your mobile device may provide a device-level advertising preference feature that prevents in-app interest-based ads.

Do-Not-Track: Some internet browsers offer a “do not track” feature that enables you to inform websites that you do not want your online activities tracked. Please note that our Sites and Apps do not support “do not track” preferences, and they are not capable of accommodating this preference you may set in your browser.

8. Data Retention

We retain your information for a reasonable period necessary to fulfill the purposes outlined in this Privacy Policy or any other notice provided at the time of data collection. This includes considering applicable statutes of limitations and records retention requirements mandated by relevant laws.

9. Data Security

We employ reasonable administrative, technical, and physical measures aimed at safeguarding the information we collect.

10. Information From Minors

Our Sites and Apps are intended for a general audience and are not directed toward individuals under the age of 13. We do not knowingly gather or solicit personal information from individuals under the age of 13 through our Sites and Apps. Should we become aware of inadvertently collecting personal information from a child under 13 online without parental or guardian consent, we will make all reasonable efforts to promptly delete such information.

11. Links To Third-Party Websites, Apps, Or Online Services

For the convenience of our Site visitors and App users, our Services may include links to third-party websites, apps, and online services that we deem to provide valuable information. This Privacy Policy does not extend to these third-party websites, apps, or online services. We advise reviewing the privacy notices or policies of these third parties or directly contacting them for further insights into their privacy practices. LoveInTheBox assumes no responsibility for the privacy practices of third-party services, regardless of whether they are linked to or associated with our Services.

12. How To Update Your Information

You can rectify or update specific information collected about you through our Services by reaching out to us via the email address provided in the “Contact Us” section of this Privacy Policy or by editing your details and preferences on the “Your Account” and “Profile and Password” sections. Upon receiving your request, we will take reasonable steps to update or rectify your information.

13. Changes To This Policy

We retain the discretion to adjust our privacy procedures and revise and amend this Privacy Policy at any time without prior notification. In the event of any changes, we will modify the “Last Updated” date above and publish the updated Privacy Policy on this page:

https://loveinthebox.co/pages/privacy-policy

We encourage you to regularly review this Privacy Policy for any updates. In the case of significant changes, we will notify you via email (sent to the email address provided in your account) or by posting a notice on our website prior to the effective date of the alteration.

14. Contact Us

If you have any inquiries regarding this Privacy Policy or our privacy practices, you can contact us using the details provided below:

Email: service@loveinthebox.co

Mail: 1207 Delaware Ave #2802, Wilmington, DE, 19806, USA

15. California Privacy Notice

Last updated: December 15, 2023

This California Privacy Notice ("California Notice") supplements the LoveInTheBox Privacy Policy. It pertains exclusively to California consumers and pertains to personal information we gather both online and offline. This California Notice does not apply to LoveInTheBox personnel or job applicants. This California Notice employs certain terms with meanings ascribed to them in the California Consumer Privacy Act of 2018 (as amended by the California Privacy Rights Act of 2020) and its associated regulations (the "CCPA/CPRA").

Notice of Collection and Use of Personal Information. We may collect (and may have collected during the 12-month period prior to the last updated date of this California Notice) the following categories of personal information about you:

1. Identifiers: Identifiers such as a real name, alias, postal address, unique personal identifier (such as a device identifier; cookies, beacons, pixel tags, mobile ad identifiers, and similar technology; customer number; telephone number, and other forms of persistent or probabilistic identifiers), online identifier, Internet protocol address, email address, account name, and other similar identifiers.

  • Additional Data Subject to Cal. Civ. Code § 1798.80: Signature, pet insurance policy number, credit card number, debit card number, and other financial information such as bank account numbers, pet medical information, and pet health insurance information.
  • Protected Classifications: Characteristics of protected classifications under California or federal law, such as race, color, national origin, religion, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, genetic information, disability, citizenship status, and military and veteran status.
  • Commercial Information: Commercial information, including records of personal property, products, or services purchased, obtained, or considered, and other purchasing or consuming histories or tendencies.
  • Online Activity: Internet and other electronic network activity information, including, but not limited to, browsing history, search history, and information regarding your interaction with websites, applications, or advertisements.
  • Geo related content: Geolocation Data.
  • Sensory Information: Audio, electronic, visual, and similar information.
  • Inferences: Inferences drawn from any of the information identified above to create a profile about you reflecting your preferences, characteristics, predispositions, behavior, and attitudes.

We may use (and may have used during the 12-month period prior to the last updated date of this California Notice) your personal information for the purposes described in our LoveInTheBox Privacy Policy and for the following business purposes specified in the CCPA:

  • Performing services, including maintaining or servicing accounts, providing customer service, processing or fulfilling orders and transactions, verifying customer information, processing payments, providing financing, providing advertising or marketing services, providing analytics services, or providing similar services, receiving services or products, making payments or other similar activities.
  • Auditing related to counting ad impressions to unique visitors, verifying positioning and quality of ad impressions, and auditing compliance.
  • Short-term, transient use, including, but not limited to, non-personalized advertising shown as part of your same interaction with us.
  • Helping to ensure security and integrity.
  • Debugging to identify and repair errors that impair existing intended functionality.
  • Undertaking internal research for technological development and demonstration.
  • Undertaking activities to verify or maintain the quality or safety of a service or device that is owned, manufactured, manufactured for, or controlled by us, and to improve, upgrade, or enhance the service or device that is owned, manufactured, manufactured for, or controlled by us.

We do not collect or process sensitive personal information for purposes of inferring characteristics about consumers.

Sources of Personal Information. During the 12-month period prior to the last updated date of this California Notice, we may have obtained personal information about you from the following categories of sources:

  • Directly from you, such as when you make a purchase, sell products or services to us, provide information to us for business and commercial purposes, or when you interact with us through our customer service and marketing channels such as telephone conversations, chats, emails, SMS, and other interactions.
  • Your devices, such as when you visit our Sites or use our Apps.
  • Your family or friends, such as when they provide us with your contact information so we can send you gift cards or other information that may interest you.
  • Our affiliates and subsidiaries.
  • Vendors who provide services on our behalf.
  • Our business partners, such as veterinarians, insurance companies, and animal shelters.
  • Online advertising services and advertising networks.
  • Internet service providers.
  • Data analytics providers.
  • Operating systems and platforms.
  • Social networks.
  • Data brokers.

This California Notice is intended exclusively for California residents and their privacy rights under the CCPA.

16. Sale or Sharing of Personal Information

We do not sell your personal information in exchange for monetary compensation. We may share your personal information with certain third parties (such as online advertising services for ourself) or allow them to collect personal information via automated technologies on our Sites and Apps for cross-context behavioral advertising purposes. This kind of sharing may be considered a “sale” or “sharing” under California law when the personal information is exchanged for non-monetary consideration. You have the right to opt out of these types of disclosures of your information.

We may sell or share for cross-context behavioral advertising purposes (and may have sold or shared during the 12-month period prior to the last updated date of this California Notice) the following categories of personal information about you to online advertising and data analytics services and social media networks:

  • Identifiers
  • Commercial Information
  • Online Activity
  • Inferences

You have the right to opt-out of this disclosure of your information, as detailed below. We do not have actual knowledge that we sell or share the personal information of minors under 16 years of age.

Disclosure of Personal Information

During the 12-month period prior to the last updated date of this California Notice, we may have shared your personal information with certain categories of third parties, including as described in our Privacy Policy and below, including for the business purposes described above.

17. California Consumer Privacy Rights

California residents may have certain rights pursuant to the CCPA, as described below.

  1. Right to Delete: You have the right to request that we delete certain personal information we collected from you. To exercise your rights, please see the “Exercise of Your Rights” section.
  2. Right to Know: You have the right to request, twice in a 12-month period, a report that details the categories of personal information collected about you, the categories of sources from which the personal information is collected, the purposes for collecting the personal information, the categories of personal information that we disclose for a business purpose, sell or share, and the categories of third parties with whom the information is shared, and the specific pieces of personal information collected about you. To exercise your rights, please see the “Exercise of Your Rights” section.
  3. Shine the Light Request: You also may have the right to request that we provide you with (a) a list of certain categories of personal information we have disclosed to third parties for their direct marketing purposes during the immediately preceding calendar year and (b) the identity of those third parties. To submit a Shine the Light request, email us at service@loveinthebox.co.
  4. Right to Correct: You have the right to correct inaccurate personal information we hold about you. For existing customers, you may log in your account to correct your personal information. For non-customers, please see the “Exercise of Your Rights” section.
  5. Right to opt-out of Sale or Sharing of Personal Information: You have the right to opt-out of the sale of your personal information or the sharing of your personal information for cross-context behavioral advertising purposes. To exercise your rights, please see the “Exercise of Your Rights” section. Note that you also can use the Global Privacy Control (“GPC”) to signal your opt-out preference. To learn more about the GPC, please visit https://globalprivacycontrol.org/. If you delete cookies or reset your device, you may need to re-opt-out via the GPC.
  6. Right to Non-discrimination: You have the right to non-discriminatory treatment for exercising your privacy rights.

18. Retention of Personal Information

We retain your personal information for as long as necessary to achieve the purposes described in our Privacy Policy, unless a longer retention period is required or permitted by law. The criteria used to determine our retention periods include:

  • Duration of your relationship with us;
  • Whether your purchase is under warranty or subject to a service contract;
  • Whether there are legal obligations to which we are subject (e.g., certain laws may require us to keep records for a certain period of time before we can delete them); or
  • Whether retention is advisable considering our legal position (such as regarding applicable statutes of limitations, litigation, or regulatory investigations).

19. Exercise of Your Rights

To submit a request to exercise your privacy rights (such as the right to delete, the right to know, the right to correct, and the right to opt-out of sale or sharing), please contact us via one of the following methods:

When you submit a request to exercise your rights, we may require you to verify your identity by providing information such as your name, contact information, and any other information that may be necessary to verify your identity. We will only use the information provided in your request to verify your identity or authority to make the request. If you are making a request on behalf of another person, we may also require written authorization from the individual and proof of your identity.

If you are an authorized agent submitting a request on behalf of another consumer, please attach a copy of the consumer’s signed authorization designating you as their agent. If you are submitting a request on behalf of your minor child, please indicate that in your request.

We aim to respond to a consumer request for access or deletion within 45 days of receiving that request. If we require more time, we will inform you of the reason and extension period in writing.

20. State Privacy Notices

Certain U.S. states have enacted privacy laws that provide state residents with specific privacy rights. If you are a resident of Colorado, Connecticut, Utah, or Virginia, you may have the following rights:

  • The right to confirm whether or not we are processing your personal data and to access such personal data.
  • The right to correct inaccuracies in your personal data, taking into account the nature of the personal data and the purposes of the processing of your personal data.
  • The right to request the deletion of your personal data.
  • The right to obtain a copy of your personal data in a portable and readily usable format, where feasible.
  • The right to opt-out of the processing of your personal data for purposes of targeted advertising, the sale of personal data, or profiling in furtherance of decisions that produce legal or similarly significant effects concerning you.

To exercise these rights, please submit a request using the contact information provided in the “Exercise of Your Rights” section above.

If we decline to take action on your request, you may appeal our decision by contacting us at the same contact details.

21. Additional Information for Virginia Residents

If you are a Virginia resident, you have the right to appeal a denial of your privacy rights. You may do so by contacting us using the information provided in the “Exercise of Your Rights” section above, with the subject line "Virginia Privacy Appeal." If you remain unsatisfied with our decision, you may contact the Virginia Attorney General to file a complaint.

22. Changes to This Privacy Policy

We may modify or update this Privacy Policy from time to time. We will post the updated policy on this page, and any changes will be effective as of the “Last Updated” date at the top of this page. We encourage you to review this policy periodically to stay informed about how we are protecting your personal information.

23. Contact Information

If you have any questions or comments about this Privacy Policy, please contact us at: