Privacy Policy

Last Updated: April 22, 2026

This privacy policy explains how Packwire Inc and its affiliates ("Packwire", "we", "us", or "our") collect, use, and protect your personal information when you use packwire.com (the "Service"). By using the Service, you agree to the practices described here.

What We Collect
How We Collect It
Why We Collect It
Why We're Allowed to Process Your Data
Third-Party Services We Use
Data Sharing and Disclosure
Artwork, Branding, and Confidential Information
Cookies and Tracking
Data Transfers
How We Protect Your Data
How Long We Keep Your Data
Your Privacy Rights
U.S. State Privacy Rights
Canadian Residents (PIPEDA)
Anti-Spam Compliance
Do Not Track Signals
Children
Third-Party Links
Legal Disclosures
Changes to This Policy
Contact Us

This privacy policy should be read together with our Terms and Conditions, which govern your use of the Service.

1. What We Collect

We collect the following types of personal information:

Information you give us directly:

Name, email address, phone number, and company name
Billing and shipping addresses
Payment information (processed securely by Stripe — we do not store your full card details)
Order and invoice details (products, quantities, prices, tax, shipping, and any discounts or coupons applied)
Account credentials (email and password, or credentials from third-party login providers)
Artwork, design files, and other content you upload to our configurator
Messages you send us through our contact form, email, phone, live chat, or SMS
Newsletter subscription preferences

Information collected automatically:

IP address and approximate geographic location
Browser type, device type, operating system, and screen resolution
Pages visited, time spent on pages, click behavior, and referring URLs
Unique device identifiers
Session data, including login timestamps and activity logs
Invoice-viewing metadata: when an online invoice page is accessed, we log the timestamp, IP address, approximate geographic location, and browser/device information
Cookies and similar tracking technologies (see Section 8)

Information from third parties:

If you sign in using Google, Amazon, or Microsoft, we receive your name, email address, and profile picture from those services
Payment confirmation and fraud screening data from Stripe
Analytics and advertising data from Google Analytics, GoSquared, and Google Ads

2. How We Collect It

Directly from you: When you create an account, place an order, subscribe to our newsletter, use our configurator, contact us, or otherwise interact with the Service.
Automatically: Through cookies, pixels, analytics tools, and server logs when you browse our site. This data is collected passively as you navigate.
From third-party services: When you authenticate through Google OAuth, Login with Amazon, or Microsoft Account (all handled via Auth0), or through direct email/password login; when payment data flows through Stripe; and when analytics and advertising platforms provide aggregated usage data.

3. Why We Collect It

We use your personal information for the following purposes:

Order fulfillment: Processing, manufacturing, shipping, and delivering your custom packaging orders
Account management: Creating and maintaining your account, authenticating your identity, and managing your preferences
Communication: Responding to your inquiries, sending order confirmations, shipping updates, and other transactional messages
Marketing: Sending newsletters and promotional content. By creating an account, you are automatically enrolled in our marketing email list. You can unsubscribe at any time via the link in any marketing email.
Analytics and improvement: Understanding how visitors use our site so we can improve our products, services, and user experience
Advertising: Measuring the effectiveness of our advertising campaigns through conversion tracking
Security and fraud prevention: Protecting our Service, detecting suspicious activity, and preventing unauthorized access
Legal compliance: Meeting our obligations under applicable tax, commerce, and privacy laws

We do not sell your personal information.

4. Why We're Allowed to Process Your Data

We process your personal information for the business purposes described in this policy, and only where we have a clear basis to do so:

To provide the Service: Processing necessary to create your account, fulfill your orders, deliver customer support, and maintain site security.
With your consent: For optional uses — such as opt-in advertising cookies and marketing communications — that you have agreed to. You can change your preferences at any time (see Section 8 and Section 12).
For our business operations: Analytics, fraud prevention, site security, and improvement of the Service, consistent with the reasonable expectations of our customers.
To comply with the law: Tax reporting, financial record-keeping, and responding to lawful legal requests.

5. Third-Party Services We Use

We use the following third-party services to operate our business. We share with each service only the data necessary for its function, and not all services are active at all times. Each service has its own privacy policy governing how they handle your data, and we are not responsible for changes to their practices or policies.

Payments:

Stripe — processes credit card and payment transactions. Stripe is PCI-DSS Level 1 certified. We do not have access to your full card number. Stripe Privacy Policy

We may also accept payments via ACH transfer, wire transfer, or other methods. When you pay by these methods, your banking information is processed by your financial institution and ours — we do not store your bank account details beyond what is necessary to process and reconcile the transaction.

Analytics and Live Chat:

Google Analytics 4 (via Google Tag Manager) — collects anonymized usage data to help us understand how people use our site. Disabled when you opt out of Measurement cookies. Google Privacy Policy
GoSquared (live chat) — powers our customer support chat widget. Loads essential session data needed for the chat to function and is treated as an essential cookie, since chat is required for customer support. GoSquared Privacy Policy
GoSquared (visitor analytics) — real-time analytics and session tracking, separate from the chat functionality above. Disabled when you opt out of Measurement cookies. GoSquared Privacy Policy

Advertising and Conversion Tracking:

Google Ads — conversion tracking to measure ad effectiveness. Does not give us access to your personal identity. Google Privacy Policy

Sales and Outreach:

Apollo.io — sales engagement and lead intelligence platform. We use Apollo to send business-to-business outreach emails and to enrich contact information using publicly available business data. Apollo may also collect website visitor data through tracking technologies, where deployed, to help us identify potential business customers. Apollo.io Privacy Policy

Email:

Mailgun — transactional and marketing emails such as order confirmations, shipping updates, and account notifications. Mailgun Privacy Policy
GoSquared — email automations and CRM-triggered messaging. GoSquared Privacy Policy

Phone and SMS:

Quo — business phone and SMS service used for customer support calls and text messages. Call and SMS records (including timestamps, phone numbers, and message contents) may be stored by Quo for the duration of our account with them. Quo Privacy Policy

Invoicing:

Simple Invoices (simpleinvoices.io) — third-party invoicing service used to generate and deliver some invoices. We share your billing name, company name, billing address, email address, line items, and payment records with Simple Invoices.

Address Validation:

Google Places API — suggests addresses as you type at checkout to reduce delivery errors. When you use address autocomplete, partial address strings are sent to Google to return suggestions. Google Privacy Policy
Google Address Validation API — validates and standardizes shipping addresses at checkout, and performs ZIP code lookups. The address you enter is sent to Google for validation. Google Privacy Policy

Authentication:

Auth0 — manages account login, session security, and password management. Auth0 Privacy Policy
Google OAuth — allows you to sign in with your Google account. We receive your name, email, and profile picture.
Login with Amazon — allows you to sign in with your Amazon account. We receive your name and email address.
Microsoft Account — allows you to sign in with your Microsoft account. We receive your name and email address. Microsoft Privacy Statement

Infrastructure and Hosting:

Cloudflare — hosting, CDN, DNS, DDoS protection, firewall, serverless API functions, and backend storage for invoicing data, file attachments, and session state. Cloudflare processes your IP address, request metadata, and may cache site content. Cloudflare Privacy Policy
Amazon Web Services (AWS) — backend compute and storage for customer account data (profile, orders, saved designs, cart) and uploaded files (artwork, thumbnails, generated PDFs). AWS Privacy Policy
Google Cloud Storage — file storage and backups. Google Privacy Policy
Google Workspace — business email, document storage, and internal communications. Emails and files exchanged with customers may be stored on Google's servers. Google Privacy Policy
Contentful — content management system for website content. Contentful Privacy Policy

Reviews:

Google Business Profile — customer reviews displayed on our site are pulled from our Google Business Profile. These reviews are publicly available on Google and are not collected by us. Google Privacy Policy

Fonts and Display:

Google Fonts — may be loaded on some pages for typography. When loaded, Google may receive your IP address. Google Privacy Policy
Font Awesome — icon library used for interface elements. Font Awesome Privacy Policy

6. Data Sharing and Disclosure

We do not sell, rent, or trade your personal information, and we do not share your data with third parties for their own marketing purposes. When we share data, it is with partners who help us operate our business, and only to the extent necessary for them to perform their function.

Specifically, we may share your data in the following circumstances:

Service providers and partners: With the third-party services listed in Section 5, as well as manufacturing partners, fulfillment partners, and other entities within our business operations (as described in our Terms and Conditions), strictly to the extent necessary to process your orders, provide customer support, and operate the Service. These partners are contractually or operationally bound to use your data only for the purposes for which it was shared.
Shipping and delivery: With shipping carriers to deliver your orders and obtain shipping rates. We currently integrate with FedEx and UPS for small-parcel shipments, and with Worldwide Express (WWEX) and Freightera for LTL freight. We share your name, shipping address, phone number, and email address for delivery coordination, rate quotes, and tracking purposes.
Invoice URL access: Invoices are delivered via a unique online URL that does not require an account to view. Anyone in possession of an invoice URL can view its contents unless the invoice has been voided. You may choose to share invoice URLs with members of your organization (e.g., your accounting team). Packwire does not control or monitor who accesses the URL after it is shared and treats all access through the URL as authorized.
Legal requirements: When required by law, court order, subpoena, or other legal process, or when we believe in good faith that disclosure is necessary to protect our rights, your safety, or the safety of others, or to detect and prevent fraud.
Business transfers: In connection with a merger, acquisition, reorganization, or sale of assets, your personal information may be transferred as part of that transaction. We will notify you of any such change and any choices you may have regarding your information.
With your consent: In any other circumstance where we have your explicit permission.

We do not share your confidential business information, brand name, or proprietary designs with other customers or unrelated third parties. For more details on how we handle your intellectual property, please refer to our Terms and Conditions.

We require all third-party service providers to respect the security of your personal information and to treat it in accordance with applicable law.

7. Artwork, Branding, and Confidential Information

Customer artwork, designs, logos, branding, and product concepts are treated as confidential.

Our internal policy:

Customer artwork, designs, logos, brand assets, and product specifications are treated as confidential by default.
We do not share, publish, sell, license, or otherwise disclose your artwork or branding to any third party, except as strictly necessary to fulfill your order (e.g., transmitting print files to our manufacturing and fulfillment partners).
Our manufacturing and fulfillment partners receive only the information necessary to complete your order, and are contractually or operationally bound to use it only for that purpose.
We do not use your artwork, designs, or branding to solicit competing business, nor do we share it with other customers.
Internal access to customer artwork and design files is restricted to team members who require it for order processing, quality control, or customer support.

Social media and marketing use:

As outlined in our Terms and Conditions (Section 21), we may photograph finished products for marketing purposes. However, we will not attribute your brand name or share confidential business information without your consent, unless such information is already publicly available. You may opt out of this license by emailing [email protected] before your order ships.

What this policy covers and does not cover:

This policy governs how Packwire handles your confidential information in the normal course of business — including order processing, production, delivery, reordering, and customer support. It does not constitute a non-disclosure agreement (NDA) or create obligations beyond those described here.

This policy does not grant any party rights to Packwire's proprietary processes, production methods, pricing structures, supplier relationships, or other trade secrets. Nothing in this section should be construed as a waiver of Packwire's own intellectual property rights or as an admission that any customer-submitted content constitutes a novel or patentable invention. Packwire's obligation is limited to not affirmatively disclosing your confidential information outside the scope described above.

Retention of artwork and files:

Customer files are retained in accordance with our Terms and Conditions (Section 26) for a period of five (5) years from upload or last order to facilitate reorders. Files are stored securely with access controls and are deleted after the retention period or upon account termination, as described in Section 11 of this policy.

8. Cookies and Tracking

We use cookies and similar technologies (pixels, local storage, and session identifiers) for the following purposes. You can manage the toggleable categories using the "Your Privacy Choices" link in our footer.

Essential: Required for the site to function — login sessions, security tokens, the live chat widget used for customer support (provided by GoSquared), and features like saved preferences and personalized content. Cannot be disabled. Note: cart state is not stored in a cookie — it is kept in your browser's local storage and synced to our backend.
Experience: Remembers non-essential choices that personalize your browsing experience, such as accessibility settings. Controlled by the Experience toggle.
Measurement: Analytics cookies used to understand how visitors use our site (Google Analytics, GoSquared's visitor analytics). Collects anonymized or pseudonymized data. Controlled by the Measurement toggle.
Marketing & Sharing: Advertising cookies used for conversion tracking, targeted advertising, and sharing of data with advertising partners (Google Ads). May track your activity across other websites. Also includes sales-intelligence cookies that may be used to identify website visitors for business-to-business sales purposes (e.g., Apollo.io). Controlled by the Marketing & Sharing toggle.

You can manage your cookie preferences at any time using the "Your Privacy Choices" link in our footer. You can also control cookies through your browser settings, though disabling essential cookies may affect site functionality.

Most browsers accept cookies by default. You can usually modify your browser settings to decline cookies, but this may prevent you from taking full advantage of the Service.

9. Data Transfers

Packwire operates in the United States and Canada. Your personal information may be processed and stored in either country, as well as in any country where our third-party service providers maintain facilities.

By using the Service, you consent to the transfer of your information to these countries, which may have different data protection laws than your country of residence. We take reasonable steps to ensure that your data is treated securely and in accordance with this privacy policy regardless of where it is processed.

10. How We Protect Your Data

We use industry-standard security measures to protect your personal information, including:

HTTPS/TLS encryption on all pages
PCI-DSS compliant payment processing through Stripe
Access controls and role-based permissions for internal systems
Encrypted data storage for sensitive information
DDoS protection and web application firewall through Cloudflare
Regular security reviews of our infrastructure and third-party services

No method of transmission over the internet or electronic storage is 100% secure. While we strive to use commercially reasonable means to protect your personal information, we cannot guarantee its absolute security. If we become aware of a data breach that affects your personal information, we will notify you in accordance with applicable law.

11. How Long We Keep Your Data

We retain your personal information only for as long as necessary to fulfill the purposes described in this policy:

Account data: For as long as your account is active. If you close your account, we will delete or anonymize your personal information within 90 days, unless required by law to retain it.
Order records and invoices: Retained indefinitely by default. Packwire reserves the right to delete records older than five (5) years at its sole discretion for operational or compliance purposes.
Invoice access logs: IP addresses, locations, and browser metadata recorded when an online invoice URL is viewed are retained for two (2) years for audit and billing-support purposes, then deleted.
Artwork and design files: In accordance with our Terms and Conditions, we retain customer files and design data for a period of five (5) years from the date of upload or last order, whichever is later, to facilitate reorders and support. After this period, files may be deleted without notice. Upon account termination, files are retained for the remainder of the five-year period. Customers are solely responsible for maintaining their own backups.
Marketing data: Until you unsubscribe. We will remove you from our mailing list promptly upon request.
Analytics data: Aggregated and anonymized analytics data may be retained indefinitely as it cannot be used to identify you.
Server logs: Typically retained for up to 90 days for security and debugging purposes.

When personal information is no longer needed, we securely delete or anonymize it.

12. Your Privacy Rights

Depending on where you live, you may have the following rights regarding your personal information:

Right to access: Request a copy of the personal information we hold about you.
Right to correction: Request that we correct inaccurate or incomplete information.
Right to deletion: Request that we delete your personal information, subject to legal retention requirements.
Right to portability: Request your data in a structured, commonly used, machine-readable format.
Right to opt out: Unsubscribe from marketing communications at any time via the link in any marketing email or by contacting us.
Right to withdraw consent: Where processing is based on consent (e.g., optional cookies), you may withdraw it at any time without affecting the lawfulness of processing that occurred before withdrawal.
Right to opt out of sale or sharing: Opt out of the sale or sharing of your personal information for targeted advertising (see Section 13).
Right to limit use of sensitive personal information: Request that we limit our use and disclosure of sensitive personal information to what is necessary to provide the Service (see Section 13).

To exercise any of these rights, email us at [email protected] with the subject line "Privacy Request." We will respond within 30 days. We may need to verify your identity before processing your request.

We will never discriminate against you for exercising your privacy rights.

13. U.S. State Privacy Rights

This section applies to residents of U.S. states with comprehensive privacy laws, including but not limited to California (CCPA/CPRA), New York (SHIELD Act and proposed NY Privacy Act), Virginia (VCDPA), Colorado (CPA), Connecticut (CTDPA), Texas (TDPSA), Oregon, Delaware, Iowa, New Hampshire, New Jersey, Nebraska, Tennessee, Minnesota, Maryland, Indiana, Kentucky, Rhode Island, Montana, and other states with similar legislation.

Categories of Personal Information We Collect

Under these laws, the categories of personal information we collect include:

Identifiers: Name, email address, phone number, IP address, account ID
Commercial information: Order history, payment records, products purchased
Internet or electronic network activity: Browsing history on our site, search queries, interaction with ads
Geolocation data: Approximate location based on IP address

How We Use This Information

We use these categories of personal information for the business purposes described in Section 3 of this policy. We do not use or disclose sensitive personal information for purposes other than providing the Service.

Sale and Sharing of Personal Information

We do not sell your personal information as defined under the CCPA or any other U.S. state privacy law. We may share certain data with advertising partners (Google Ads) for conversion tracking purposes, which some state laws may classify as "sharing" for cross-context behavioral advertising. You can opt out of this sharing using the "Your Privacy Choices" link in our footer.

New York Residents

If you are a New York resident, we comply with the New York SHIELD Act (Stop Hacks and Improve Electronic Data Security Act), which requires businesses that hold private information of New York residents to implement reasonable data security safeguards. Our security measures, described in Section 10, are designed to meet or exceed these requirements, including:

Reasonable administrative safeguards such as designating employees to coordinate security programs and assessing risks in data processing
Reasonable technical safeguards such as encryption of private information transmitted over public networks and secure access controls
Reasonable physical safeguards for the protection of information systems and data

In the event of a data breach involving your private information, we will notify you in accordance with the New York General Business Law Section 899-aa, which requires notification to affected New York residents in the most expedient time reasonable.

New York residents may also have additional rights under New York's General Business Law, including protections against deceptive business practices related to the handling of personal information.

Your Rights Under U.S. State Privacy Laws

In addition to the rights listed in Section 12, you may have the right to:

Opt out of the sale or sharing of your personal information for targeted advertising
Limit the use of sensitive personal information to what is necessary to provide the Service
Appeal a denial of your privacy request

You may also designate an authorized agent to submit privacy requests on your behalf. We may require verification of both your identity and the agent's authority.

To exercise these rights or submit a request, email [email protected] with the subject line "State Privacy Request" or use the "Your Privacy Choices" link to opt out of targeted advertising. You may also use a user-enabled Global Privacy Control (GPC) signal, and we will honor it as a valid opt-out request.

We will respond to verified requests within the timeframe required by your state's applicable law (typically 45 days, with a possible 45-day extension if necessary).

14. Canadian Residents (PIPEDA)

If you are a Canadian resident, your personal information is protected under the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation.

Under PIPEDA, you have the right to:

Know what personal information we hold about you and why we collect it
Access your personal information upon request
Challenge the accuracy and completeness of your personal information and have it corrected
Withdraw consent for the collection, use, or disclosure of your personal information, subject to legal or contractual restrictions
File a complaint with the Office of the Privacy Commissioner of Canada if you believe your privacy rights have been violated

We collect, use, and disclose your personal information only for purposes that a reasonable person would consider appropriate under the circumstances. We identify the purposes for collection at or before the time information is collected. We obtain meaningful consent where required and limit collection to what is necessary for the identified purposes.

To make a privacy request under PIPEDA, email [email protected] with the subject line "PIPEDA Request." We will respond within 30 days.

15. Anti-Spam Compliance

We comply with the CAN-SPAM Act of 2003. All marketing emails include a clear way to unsubscribe, our valid physical mailing address, and accurate sender information. We honor unsubscribe requests within 10 business days and do not use deceptive subject lines or misleading header information.

By creating an account on the Service, you agree to receive marketing emails from Packwire, including newsletters and promotional content. You may unsubscribe from marketing emails at any time by clicking the unsubscribe link included in every email or by contacting us. Transactional messages (order confirmations, shipping updates, account notifications) are not affected by unsubscribing from marketing emails.

SMS and Text Messages: We may send you transactional text messages related to your order (e.g., shipping updates, delivery confirmations). We comply with the Telephone Consumer Protection Act (TCPA) and will not send marketing text messages without your prior express written consent. You may opt out of transactional SMS at any time by replying STOP or by contacting us. Standard message and data rates may apply.

If you believe you have received an unsolicited commercial message from us in violation of these laws, please contact us at [email protected] and we will investigate and resolve the matter promptly.

16. Do Not Track Signals

Some browsers offer a "Do Not Track" (DNT) setting. There is currently no industry standard for how websites should respond to DNT signals, and we do not currently respond to DNT signals. However, we do honor Global Privacy Control (GPC) signals as a valid opt-out of the sharing of personal information for targeted advertising, as described in Section 13.

17. Children

Our Service is not directed at children under 16, and we do not knowingly collect personal information from children under 16. If we become aware that we have collected personal information from a child under 16 without parental consent, we will take steps to delete that information promptly. If you believe a child has provided us with personal information, please contact us at [email protected].

18. Third-Party Links

Our Service may contain links to third-party websites, services, or applications that are not operated by us. We are not responsible for the privacy practices of these third parties. We encourage you to review the privacy policies of any third-party sites you visit. This privacy policy applies only to packwire.com.

19. Legal Disclosures

We may disclose your personal information if required to do so by law or if we believe it is necessary to comply with a legal obligation, protect our rights, or respond to a valid government request. We will make reasonable efforts to notify you of such disclosures where legally permitted.

20. Changes to This Policy

We may update this policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. If we make material changes, we will notify you by posting a prominent notice on our site or by sending you an email (if we have your email address) prior to the changes taking effect.

We encourage you to review this page periodically. Your continued use of the Service after changes are posted constitutes your acceptance of the updated policy. The "Last Updated" date at the top of this page indicates when the policy was last revised.

21. Contact Us

If you have any questions about this privacy policy, want to exercise your privacy rights, or have concerns about how we handle your data, you can reach us through any of the following:

Packwire Inc
NY: 61 Greenpoint Ave, Suite #695, Brooklyn, NY 11222 USA
ON: 5343 Dundas St W, Ste 601 #501, Etobicoke, ON M9B 6H8
QC: 485 McGill, Office 200, Montreal, QC H2Y 2H4

Email: [email protected]
Phone: 1-800-881-6093

We aim to respond to all privacy-related inquiries within 30 days.

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