Privacy Policy
Your privacy matters to us. This policy explains how Francis Retail collects, uses, and protects your personal information.
1. Information We Collect
We collect information that you provide directly to us, as well as information collected automatically when you use our website.
Account Information
When you create an account, we collect your name, email address, and password. You may also provide a phone number and shipping address.
Order Information
When you make a purchase, we collect your billing address, shipping address, payment method details (processed securely by our payment provider), and order history.
Browsing Data
We automatically collect certain information when you visit our website, including your IP address, browser type, operating system, referring URLs, pages viewed, and the dates and times of your visits. We may derive your approximate location (such as city and ZIP code) from your IP address, and if you enter a delivery ZIP code we may associate it with your analytics profile to improve our delivery service.
SMS & Communication Data
If you opt in to SMS communications, we collect your phone number and track your opt-in/opt-out status and timestamps. If you communicate with us via phone or text message, records of those communications may be stored through our business phone system.
Automatic Account Creation
When you place an order as a guest (without creating an account), we automatically create a customer account using your email address, name, and phone number. This allows you to view your order history and manage future orders. You can set a password via the "Forgot Password" link at any time, or request account deletion by contacting us.
2. How We Use Your Information
We use the information we collect to:
- Process and fulfill your orders, including sending order confirmations and delivery updates
- Communicate with you about your account, orders, and customer service inquiries
- Improve our website, products, and services based on your feedback and usage patterns
- Send promotional communications (you can opt out at any time)
- Detect and prevent fraud or other unauthorized activities
- Comply with legal obligations
3. Information Sharing
We do not sell, trade, or rent your personal information to third parties for promotional or marketing purposes. Your mobile information will not be sold or shared with third parties for promotional or marketing purposes. We share your information with the following service providers who assist us in operating our business:
- Stripe: Payment processing for credit/debit cards, Apple Pay, Google Pay, Cash App Pay, Amazon Pay, Link, Afterpay, Klarna, and Affirm. Your payment information is transmitted directly to Stripe and is never stored on our servers.
- Supabase: Database hosting and user authentication services.
- Resend: Transactional and marketing email delivery. Your email address is added to our email audience for order notifications and new inventory announcements.
- OpenPhone: SMS messaging for delivery notifications, review requests, and inventory alerts (with your opt-in consent).
- OpenPhone: Business phone system for customer support calls and text messages.
- Cloudflare: Content delivery network (CDN), image hosting, DNS, and bot protection services.
- Warp: Freight shipping rate calculation and booking for ground shipping orders.
- Google: Analytics (GA4) for website traffic analysis, Maps/Distance Matrix API for delivery pricing, and Places API for business reviews.
- Meta/Facebook: Pixel tracking and Conversions API (CAPI) for advertising attribution. Personal data is hashed (SHA-256) before transmission per Meta's requirements.
- Algolia: Product search indexing to power the search feature on our website. Product data (not customer data) is indexed.
- Vercel: Website hosting and edge delivery.
- Microsoft Clarity: Session replay and heatmap analytics to improve website usability.
- Microsoft Advertising: Universal Event Tracking (UET) for advertising attribution and conversion measurement on Microsoft/Bing Ads.
- PostHog: Product analytics and session replay, including approximate location (city and ZIP code) derived from your IP address and, when you enter one, your delivery ZIP code.
We may also disclose information if required by law, court order, or governmental regulation.
4. Cookies and Tracking
Our website uses cookies, local storage, and similar tracking technologies to enhance your browsing experience, remember your preferences, and analyze site traffic.
| Cookie / Tracker | Provider | Purpose | Duration |
|---|---|---|---|
| sb-* | Supabase | Authentication session | Session |
| _ga, _ga_* | Google Analytics | Traffic analytics | 2 years |
| _fbp, _fbc | Meta Pixel / Francis Retail | Ad attribution | 90 days |
| fr_* | Local (localStorage) | Ad attribution backup and hashed (SHA-256) contact identifiers for ad measurement | 90 days |
| _clsk, _clck | Microsoft Clarity | Session replay | Session |
| _uetsid, _uetvid | Microsoft Advertising | Ad conversion tracking | 13 months |
| cf_clearance | Cloudflare | Bot protection | Session |
| cart-storage | Local (localStorage) | Shopping cart persistence | Permanent |
We also use server-side tracking via Meta Conversions API (CAPI), which sends shopping events (such as product views, add-to-cart, and purchases) to Meta for advertising attribution. Where you have provided contact information (for example at checkout or by subscribing to our newsletter), these events may include your email address and phone number in hashed (SHA-256) form, along with Meta's click and browser identifiers, to improve matching. Declining our cookie banner or sending a Global Privacy Control signal stops this collection and deletes the identifiers we have stored. You can also control cookie settings through your browser preferences. Disabling certain cookies may affect website functionality.
5. SMS Marketing
With your explicit consent, we may send you SMS text messages regarding order updates, delivery notifications, review requests, and inventory alerts. SMS messages are sent via OpenPhone.
- Opt-In: You may opt in to SMS during checkout or in your account settings. Consent is not a condition of purchase.
- Opt-Out: Reply STOP to any message to unsubscribe immediately. Reply START to re-subscribe. Reply HELP for assistance.
- Frequency: Message frequency varies. Marketing messages are typically sent 1–4 times per month. Transactional messages (delivery updates) are sent as needed.
- Rates: Standard message and data rates may apply depending on your mobile carrier and plan.
Your mobile information will not be sold or shared with third parties for promotional or marketing purposes. We record your opt-in and opt-out timestamps for compliance purposes.
6. Data Security
We implement industry-standard security measures to protect your personal information, including encrypted data transmission (SSL), secure data storage, and regular security assessments.
While we strive to protect your information, no method of transmission over the Internet or electronic storage is 100% secure. We cannot guarantee absolute security but are committed to taking reasonable measures to protect your data.
7. California Privacy Rights (CCPA)
If you are a California resident, you have specific rights under the California Consumer Privacy Act (CCPA):
- Right to Know: You may request information about the personal data we have collected about you.
- Right to Delete: You may request that we delete the personal information we have collected about you, subject to certain exceptions.
- Right to Opt-Out of Sale or Sharing: You have the right to opt out of the “sale” or “sharing” of your personal information. We do not sell personal information for money. However, like most online retailers we use third-party advertising and analytics cookies (Google Analytics, Meta Pixel, Microsoft Clarity, Microsoft Advertising) that may be considered “sharing” under the CCPA/CPRA. You can opt out at any time as described below.
- Right to Non-Discrimination: We will not discriminate against you for exercising your privacy rights.
Global Privacy Control (GPC): We honor the Global Privacy Control browser signal as a valid request to opt out of the sale or sharing of personal information. When your browser sends a GPC signal, we automatically disable third-party advertising and analytics tags (Google Analytics, Meta Pixel, Microsoft Clarity, Microsoft Advertising) for your visit — no further action is required. You can also opt out by choosing “Decline” in our cookie banner. Essential first-party functionality such as your cart, checkout, and account is not affected.
To exercise any of these rights, please contact us using the information provided at the bottom of this page.
8. Children's Privacy
Our website is not directed at children under the age of 13. We do not knowingly collect personal information from children under 13. If we become aware that we have collected personal information from a child under 13, we will take steps to delete that information promptly. If you believe we have collected information from a child under 13, please contact us immediately.
9. Changes to This Policy
We may update this privacy policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make changes, we will update the "Last updated" date at the top of this page. We encourage you to review this policy periodically to stay informed about how we protect your information.
10. Contact Us
If you have any questions about this privacy policy or wish to exercise your privacy rights, please contact us:
Subject Line
"Privacy Request"
We will respond to all privacy-related inquiries within 30 days.