Privacy Policy
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When you order a custom hoodie for your kid’s team, a matching set for a family reunion or a coach’s quarter-zip with a name on the chest, you trust us with names, addresses and sometimes photos or logos. This Privacy Policy explains, in plain terms, what Hood Haven collects through hoodhaven.shop, why we need it, which outside services touch it, how long we hold on to it and what you can ask us to do with it. The store is operated by Hood Haven, 2525 W Windrose Dr, Phoenix, AZ 85029, US. Privacy questions go to support@hoodhaven.shop, and we reply within 24 hours on business days.
Privacy at a glance
- We collect what it takes to make, ship and support your order: contact details, addresses, order contents and the personalisation you type in the order notes box.
- Photos, logos and artwork you send for an order are deleted 30 days after delivery.
- We do not sell or rent your personal information to anyone.
- The site runs on WordPress and WooCommerce, with Cloudflare for delivery and security and LiteSpeed for page caching. We do not run analytics or advertising pixels.
- Payment details are handled by the payment provider shown at checkout, not stored on our site.
- You can ask to see, correct or delete your information by emailing us.
Who this policy applies to
This policy covers anyone who visits hoodhaven.shop, creates an account, places an order, emails our support inbox or sends us files for a custom design. It applies to customers in every country we ship to: the United States, Canada, Australia and New Zealand. If you place an order on behalf of someone else, such as a team parent ordering for a whole squad or a grandparent sending a gift, you are giving us the recipient’s name and address, and we treat that information under this same policy.
Information we collect
Details you give us at checkout
To place an order you fill in the WooCommerce checkout form. That includes your name, email address, billing address and shipping address, plus a phone number if the form asks for one or you choose to add it. We also record what you bought: the product, colour, adult or youth size and quantity of each hoodie, crewneck, zip-up or quarter-zip.
Personalisation in the order notes box
We do not use custom fields on product pages. Instead, you type names, numbers, team names, dates and other text into the order notes box at checkout. A team parent might list fourteen players with a name, number and size for each one; a mom might type “MADISON #12”; a coach might ask for “COACH RIVERA” on the chest. These notes are stored with the order because we need them to print or embroider the garment exactly as you asked. Please do not put sensitive information such as health details or government ID numbers in the notes; we never need it.
Photos, logos and artwork
If your design uses a team logo, a family photo or other artwork, you reply to your order confirmation email or email support with your order number and attach the file. We use the file only to produce that order. Section “How long we keep information” explains when it is deleted.
Messages to support
When you email us about sizing, an exchange, a parcel that shows “delivered” but is not at your door, or anything else, we keep the conversation, your email address and anything you attach, such as a photo of a label or a misprint, so we can follow up properly.
Account information
If you create an account at My Account, we store your login email, a securely hashed password, your saved addresses and your order history. You do not need an account to order.
Technical information
Like any website, our servers and service providers receive basic technical data when you load a page: your IP address, browser type, device type, the page requested and the time of the request. This is used to deliver pages, block abusive traffic and fix errors, not to build a profile of you.
How we use your information
| Information | What we use it for |
|---|---|
| Name, email, addresses | Confirming your order, shipping it, sending status emails and answering your questions |
| Order notes (names, numbers, team names, dates) | Printing or embroidering each garment as you wrote it |
| Photos, logos, artwork | Producing the design for that single order |
| Order history | Handling cancellations, changes, returns, exchanges, refunds and store credit |
| Support messages and attachments | Resolving your request and keeping a record of what was agreed |
| Technical data | Serving pages quickly, stopping spam and attacks, and fixing site problems |
We also keep order records when the law requires us to, for example for accounting. If we ever start an email newsletter, we will only send it to people who sign up for it, and every message will include a way to stop receiving it. Order and shipping emails are not marketing; they are part of delivering what you bought.
If you are in a place whose privacy law asks for a legal basis, our bases are: carrying out our contract with you (making and shipping your order), our legitimate interest in running a secure and working store, your consent where we ask for it, and legal obligations such as keeping financial records.
Services that handle data for us
Hood Haven is a small online store, and a handful of services make it run. Each one receives only what it needs for its job.
- WordPress and WooCommerce power the site, product catalogue, cart, checkout, accounts and order records. Your order data is stored in the site’s database on our hosting server.
- Cloudflare sits in front of the site as a content delivery network and security layer. It sees technical request data such as IP addresses so it can serve pages faster and filter out malicious traffic. It also hides email addresses from spam bots, which is why our support address is protected on every page.
- LiteSpeed cache stores ready-made copies of public pages on our server so they load quickly. Cart, checkout and account pages are personal and are not served from that shared cache.
- Payment provider. Online payment is not yet connected; a PayPal integration is planned. When a payment option is connected, the payment provider shown at checkout will collect and process your payment details under its own privacy policy. We would receive only confirmation that the payment went through and limited reference details, never your full card or bank number. We will update this policy when that happens.
- Shipping. To deliver your parcel we pass the recipient name, shipping address and, where the shipping service needs it, contact details to the delivery service handling it.
- Email. Our support inbox and order emails are sent and received through an email service, which processes the messages you exchange with us.
We may also disclose information if the law requires it, to prevent fraud, or to protect the rights and safety of our customers or the store. If the business were ever sold or merged, customer records could move to the new owner, who would have to respect this policy. We do not sell your personal information and we do not share it for targeted advertising.
Cookies and tracking
We use the cookies that WooCommerce and WordPress need to work: one remembers what is in your cart, others keep you signed in to your account and protect the checkout from forged requests. Cloudflare may set a cookie to tell real visitors apart from bots. These are essential; if you block them in your browser, the cart and checkout will not work.
We do not currently use analytics tools, advertising pixels, social media tracking or remarketing cookies. If we ever decide to add any of them, we will update this policy first, describe the tool and what it collects, and ask for consent where the law requires it.
How long we keep information
| Type of information | How long we keep it |
|---|---|
| Customer photos, logos and artwork | Deleted 30 days after the order is delivered |
| Order records (items, sizes, notes, addresses, amounts) | As long as accounting and tax rules require |
| Support emails | As long as they help us resolve your request or a related return |
| Account details | Until you ask us to close the account |
| Store credit balance | Store credit never expires, so we keep the balance record for as long as it exists |
| Server and security logs | For a limited period, then overwritten |
The 30-day rule for artwork exists because a family photo or a team logo belongs to you, not to us. Thirty days after delivery gives enough time to sort out a return or exchange, and then the file is removed. If you reorder later, for example a matching hoodie for a new teammate, simply send the file again with the new order number.
Keeping your information safe
The whole site loads over encrypted HTTPS. Access to order data is limited to the people who need it to fulfil and support orders. Passwords for customer accounts are stored as hashes, not in readable form. Cloudflare filters harmful traffic before it reaches the server. No online system is perfectly secure, so please use a unique password for your account. If a security incident affected your personal information, we would tell you where the law requires notice.
Your rights and choices
Wherever you live, you can ask us to:
- tell you what personal information we hold about you and send you a copy;
- correct details that are wrong, such as a misspelt name on your account or an old address;
- delete your information, unless we must keep an order record for legal reasons;
- delete a photo or logo you sent before the usual 30-day point, once your order no longer needs it;
- stop any use of your information you previously agreed to.
Residents of some places, including certain US states, Canada, Australia and New Zealand, have specific rights under local privacy laws. We honour those requests in the same way. To make a request, email us from the address on your order or account so we can confirm it is really you. If someone else contacts us on your behalf, we may ask for proof that you authorised them. We will never charge you more or treat you differently for using your privacy rights.
Correcting an order before it is made
Fixing personalisation is a slightly different thing from a privacy request. You can cancel or change an order within 24 hours of placing it by emailing us; after that, production may already have started. Because we do not send a proof before production, check the spelling in your order notes carefully. See Cancel or Change an Order for the steps.
Children and youth sizes
We sell youth hoodies in sizes YXS to YXL, but the store is meant for adults to use. Parents, coaches and relatives place the orders. We do not knowingly collect personal information directly from children under 13. When a parent writes a child’s first name and jersey number in the order notes, we use it only to make that hoodie. If you believe a child has sent us information directly, email us and we will remove it.
Where information is processed
Hood Haven is based in Arizona and ships from the USA. If you order from Canada, Australia or New Zealand, your information is handled in the United States and possibly in other countries where our service providers operate, such as Cloudflare’s network. We choose providers that protect data in line with the law that applies to them.
Changes to this policy
We will update this page when our practices change, for example when a payment provider is connected or if we ever add an analytics tool. The date at the top shows the latest version. If a change significantly affects how we use information you already gave us, we will say so clearly on the site or by email.
Contact us about privacy
Email support@hoodhaven.shop with “Privacy” in the subject line, or write to Hood Haven, 2525 W Windrose Dr, Phoenix, AZ 85029, US. You may also find these pages useful: Terms of Service, Payment Methods, Intellectual Property Policy and Contact Us.