This Privacy Policy describes how Residence Supply (“Residence Supply,” “we,” “us,” or “our”) collects, uses, discloses, and otherwise processes personal information when you visit, interact with, or make a purchase from residencesupply.com (the “Site”), including when you contact us for customer support or submit a warranty, defect, or shipping damage claim.

This Privacy Policy is incorporated by reference into our Terms & Conditions. If you do not agree with this Privacy Policy, please do not use the Site.

1. PERSONAL INFORMATION WE COLLECT

We collect personal information from you in three primary ways: (a) information you provide, (b) information collected automatically, and (c) information received from third parties.

1.1 Information You Provide to Us

Depending on how you interact with the Site, we may collect:

Identifiers and contact details: name, email address, phone number
Order and account details: billing address, shipping address, order history, items purchased, order notes
Payment details: payment method and transaction metadata (note: payment card numbers are processed by Shopify and/or our payment providers; we do not store full card numbers)
Customer support communications: messages, emails, chat logs, and call notes (where applicable)

1.2 Information Collected Automatically (“Device Information”)

When you visit the Site, we automatically collect certain information about your device and browsing activity, including:

IP address
browser type and version
time zone settings
device identifiers
referring/exit pages and URLs
browsing activity, pages viewed, and interactions with Site features
cookies and similar tracking technologies installed on your device

We refer to this automatically-collected information as “Device Information.”

1.3 Cookies and Similar Technologies

We collect Device Information using:

Cookies (small data files stored on your device). To learn more and manage cookies, visit allaboutcookies.org.
Log files that record site activity (including IP address, browser type, and timestamps).
Pixels, tags, and web beacons to measure usage and marketing performance.

You can control cookies through your browser settings. Blocking cookies may impact functionality of the Site.

1.4 Warranty / Shipping Damage Claim Information (Photos & Videos)

If you submit a warranty claim or shipping damage claim, we may collect additional information such as:

product label photos (including serial numbers or manufacturing identifiers)
photos/videos of product condition and alleged defects
photos of shipping box and internal packaging
installation details (installed/not installed, install date, installer details)
documentation such as order confirmations, invoices, and receipts
any other materials you submit to support a claim

This information is necessary to evaluate eligibility, coordinate with suppliers and carriers, and determine an appropriate remedy under our Warranty Policy.

2. HOW WE USE YOUR PERSONAL INFORMATION

We use personal information for the following purposes:

2.1 Order Fulfillment and Customer Service

We use Order Information to:

process payments
fulfill orders and arrange shipping
send order confirmations and invoices
provide customer support and updates
administer returns and exchanges in accordance with our policies

2.2 Fraud Prevention and Security

We use personal information to:

screen orders for potential risk or fraud
protect our customers, the Site, and our operations
comply with legal obligations and enforce our policies

2.3 Site Operations, Analytics, and Improvements

We use Device Information to:

analyze how customers browse and interact with the Site
improve Site performance and user experience
measure and optimize marketing campaigns
debug issues and maintain site security

2.4 Marketing and Advertising

Where permitted by law and consistent with your preferences, we may use your information to:

send marketing communications
show you relevant ads and measure advertising effectiveness
run promotions and retargeting campaigns

You may opt out of marketing emails at any time using the unsubscribe link in our messages. You can also control certain advertising preferences as described below.

2.5 Warranty, Defect, and Shipping Damage Claim Processing

We use claim-related personal information to:

validate product identity and eligibility
assess the nature of the issue (manufacturing defect vs. shipping damage vs. installation issue)
communicate with you about the claim
share documentation with suppliers, shipping carriers, and insurers where required to process claims
determine a remedy (replacement part, replacement product, partial refund, or full refund) in accordance with our Warranty Policy

3. HOW WE SHARE PERSONAL INFORMATION

We may share personal information with third parties in the following categories:

3.1 Service Providers

We share information with service providers that help us operate our business, including:

Shopify and payment processors
shipping and logistics providers
customer support systems
analytics and advertising providers (e.g., Google Analytics)
fraud prevention and security vendors

These providers are authorized to use your information only as necessary to provide services to us.

3.2 Warranty / Shipping Damage Claim Partners

If you submit a warranty or shipping damage claim, we may share claim documentation (including photos, videos, product labels/serial information, packaging images, and proof of value) with:

suppliers and manufacturers (for warranty validation and replacement authorization)
shipping carriers (for carrier damage investigations and reimbursement eligibility)
shipping protection administrators and/or insurers (if applicable)

We share only what is reasonably necessary to process your claim.

3.3 Legal and Compliance Disclosures

We may disclose personal information to comply with law, regulation, legal process, or governmental request, including subpoenas and court orders, and to protect the rights, property, and safety of Residence Supply and others.

3.4 Business Transfers

If we are involved in a merger, acquisition, financing, or sale of assets, your information may be transferred as part of that transaction.

4. BEHAVIORAL ADVERTISING AND YOUR CHOICES

We may use third-party advertising partners to display targeted ads and measure performance. You can learn more about targeted advertising from the Network Advertising Initiative at networkadvertising.org.

You may opt out of certain targeted advertising:

Facebook/Meta: facebook.com/settings/?tab=ads
Google: google.com/settings/ads/anonymous
Bing: advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Digital Advertising Alliance (DAA): optout.aboutads.info

Google Analytics: We use Google Analytics to understand how visitors use our Site. You can learn more about Google’s practices at google.com/intl/en/policies/privacy and opt out at tools.google.com/dlpage/gaoptout.

5. “DO NOT SELL OR SHARE” (CCPA/CPRA NOTICE)

We do not sell personal information in exchange for money. However, certain advertising and analytics technologies may involve sharing data in a manner that may be considered a “sale” or “sharing” under certain privacy laws (including California’s CCPA/CPRA).

If applicable, California residents may opt out by using our “Do Not Sell or Share My Personal Information” mechanism (linked in the Site footer, if available), or by contacting us as described below.

6. TEXT MARKETING & NOTIFICATIONS (SMS)

If you subscribe to SMS, you consent to receive recurring automated marketing and transactional messages at the phone number provided. Consent is not a condition of purchase. Message and data rates may apply. Message frequency varies.

You can opt out at any time by replying STOP to any SMS message. For help, reply HELP or contact us at help@residencesupply.com.

We may use SMS service providers to deliver messages and maintain compliance records (such as opt-in and opt-out logs).

7. DO NOT TRACK

Some browsers include a “Do Not Track” feature. Because there is no consistent industry standard for interpreting DNT signals, we do not respond to DNT signals at this time.

8. YOUR RIGHTS

8.1 European Residents (GDPR/UK GDPR)

If you are located in the EEA/UK, you may have the right to:

access personal information we hold about you
request correction or deletion
object to processing
request restriction of processing
request portability
withdraw consent (where processing is based on consent)
lodge a complaint with your local supervisory authority

8.2 California Residents (CCPA/CPRA)

California residents may have the right to:

know/access what personal information we collect and share
request deletion
request correction
opt out of sale/sharing (where applicable)
limit the use/disclosure of sensitive personal information (where applicable)
non-discrimination for exercising rights

To exercise rights, contact us at help@residencesupply.com. We may verify your identity before fulfilling requests.

9. INTERNATIONAL TRANSFERS

If you are located outside the United States, your information may be transferred to and processed in the United States and other countries where our service providers operate. Where required, we rely on appropriate legal safeguards for such transfers.

10. DATA RETENTION

We retain personal information as long as necessary to:

fulfill orders
provide customer support
process returns and warranty claims
comply with legal obligations
resolve disputes and enforce agreements

11. SECURITY

We take reasonable measures to protect personal information. However, no security system is impenetrable, and we cannot guarantee absolute security.

12. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time for operational, legal, or regulatory reasons. The “Last Updated” date will indicate when changes took effect.

13. CONTACT US

If you have questions, requests, or complaints regarding this Privacy Policy, contact us at:
📧 help@residencesupply.com

Mobile Terms of Service (SMS)

Last updated: May 21, 2023 (or update date if you revise this)

The Residence Supply mobile message service (the “Service”) is operated by Residence Supply (“Residence Supply”, “we”, or “us”). Your use of the Service constitutes your agreement to these Mobile Terms. We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may modify these Mobile Terms at any time, and your continued use of the Service after changes become effective constitutes acceptance.

By consenting to Residence Supply’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Residence Supply through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Messages may include transactional updates (e.g., order updates) and promotional messages (e.g., cart reminders, offers).

You understand you do not have to sign up for this program to make purchases, and your consent is not a condition of purchase. Participation is voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply.

You may opt out at any time by texting STOP to the short code/number that sent you the message (e.g., “ResidSupply”) or using an unsubscribe link (where available). You will receive a one-time confirmation text, and no further messages will be sent unless initiated by you. If you are subscribed to multiple programs, you may need to opt out separately.

For support, text HELP or email help@residencesupply.com.

We may change any short code or telephone number we use to operate the Service at any time and will notify you where required. Messages sent to outdated numbers may not be received, and we are not responsible for honoring requests sent to numbers we no longer control.

Wireless carriers are not liable for delayed or undelivered messages.

To the extent permitted by applicable law, we are not liable for failed, delayed, or misdirected delivery of any information sent through the Service, errors in such information, or any action taken in reliance on the Service.

We respect your privacy. For details on how we collect and use personal information, please see our Privacy Policy above.