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Privacy Policy

Last Updated: 01/03/2025

This Privacy Policy describes how Clay Shell ("the Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from clayshell.com ("the Site") or otherwise communicate with us regarding the Site (collectively, the "Services").

For purposes of this Privacy Policy, "you" and "your" means the user of the Services, whether as a customer, website visitor, or another individual whose information we collect under this Privacy Policy.

Please read this Privacy Policy carefully. If you disagree with it, please do not use our Services.

1. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy periodically to reflect changes in our practices or for operational, legal, or regulatory reasons. If changes are made, we will:

  • Post the revised Privacy Policy on the Site.
  • Update the "Last Updated" date at the top.
  • Take any additional steps required by applicable law.

2. HOW WE COLLECT AND USE YOUR PERSONAL INFORMATION

We collect and have collected personal information about you over the past 12 months from various sources. The information we collect and use depends on how you interact with us.

2.1 Information We Collect Directly from You

We collect the following types of personal information when you provide it to us:

  • Contact Details: Name, address, phone number, and email.
  • Order Information: Name, billing/shipping address, payment confirmation, email, and phone number.
  • Account Information: Username, password, security questions, and preferences.
  • Shopping Activity: Items viewed, added to cart, purchased, or saved in your account (e.g., loyalty points, reviews, referrals, or gift cards).
  • Customer Support Information: Any details you provide when contacting us for assistance.

Some features of the Services require you to provide certain information. If you choose not to provide it, you may not be able to use those features.

2.2 Information We Collect Automatically

We automatically collect Usage Data using cookies, pixels, and similar technologies. This data may include:

  • Device and Browser Information: IP address, browser type, operating system, and device identifiers.
  • Network Information: How you interact with our Services, such as pages viewed and links clicked.

2.3 Information from Third Parties

We may receive information about you from third parties, such as:

  • Service Providers: Shopify (for powering our store), payment processors (e.g., Stripe, PayPal), shipping providers, and marketing partners.
  • Marketing & Advertising Partners: We may collect analytics and marketing data (e.g., ad interactions and preferences) from platforms like Google, Facebook, or Instagram.
  • Social Media & Login Integrations: If you use third-party login services, we may collect profile details based on your consent.

3. HOW WE USE YOUR PERSONAL INFORMATION

We use your information for the following purposes:

  • Providing Products & Services: Processing payments, fulfilling orders, shipping, handling returns, and managing accounts.
  • Marketing & Advertising: Sending promotional emails, targeted ads, and personalized recommendations.
  • Security & Fraud Prevention: Detecting and preventing fraud, unauthorized access, or illegal activities.
  • Improving Services: Enhancing website performance, customer experience, and support services.

If you are an EEA resident, the legal basis for these activities is our legitimate interest (Art. 6 (1) (f) GDPR) or contract performance (Art. 6 (1) (b) GDPR).

4. COOKIES & TRACKING TECHNOLOGIES

We use cookies and tracking technologies to improve your browsing experience, personalize content, and analyze site usage. You can manage your cookie preferences via your browser settings.

  • For details on Shopify-related cookies, see Shopify's Cookie Policy.
  • Our Site recognizes Global Privacy Control (GPC) signals, allowing users to opt out of certain tracking.

5. HOW WE DISCLOSE PERSONAL INFORMATION

We do not sell your personal information for monetary compensation. However, we may share information with:

  • Vendors & Service Providers (e.g., Shopify, payment processors, fulfillment partners).
  • Marketing & Advertising Partners (for targeted promotions).
  • Business Transfers (e.g., mergers or acquisitions).
  • Legal Compliance (to respond to legal requests or prevent fraud).

In the past 12 months, we have shared the following categories of personal information with business and marketing partners:

  • Identifiers (e.g., name, email, phone number).
  • Commercial information (e.g., purchase history).
  • Usage Data (e.g., website interactions).

You may opt out of data sharing for advertising at any time.

6. USER-GENERATED CONTENT

If you post reviews or comments publicly, they may be visible to others. We are not responsible for how third parties use this content.

7. DATA SECURITY & RETENTION

We implement security measures to protect your data but cannot guarantee absolute security.

  • Retention Periods: We retain personal information as long as necessary to fulfill contractual and legal obligations. For example:
    • Order records: Retained for at least 5 years for tax and compliance purposes.
    • Account data: Stored until the account is deleted.
    • Marketing data: Retained based on user preferences or until an opt-out request is received.

8. YOUR RIGHTS

Depending on your location, you may have the right to:

  • Access & Request Copies of personal data we hold about you.
  • Request Deletion of your personal data.
  • Correct Inaccuracies in your information.
  • Opt-out of Data Sharing for targeted advertising.
  • Restrict Processing in certain cases.
  • Withdraw Consent where applicable.

To exercise these rights, Contact Us at love@clayshell.com 

  • California Residents: You can submit opt-out requests via Global Privacy Control (GPC).
  • EEA Residents: You may lodge complaints with your local data protection authority.

9. CHILDREN'S DATA

Our Services are intended for users 18+ years old. We do not knowingly collect data from children. If a minor has provided personal information, please contact us to request its deletion.

10. INTERNATIONAL DATA TRANSFER

We may transfer your data outside your country, including to the U.S., using Standard Contractual Clauses (SCCs) or other legally approved mechanisms.

11. CONTACT US

For questions about this Privacy Policy or to exercise your rights, don't hesitate to Contact Us at love@clayshell.com.

This Privacy Policy is designed to comply with GDPR, CCPA, and other relevant data protection laws. If you have any concerns, we are happy to address them.

  • Check FAQs Below

Categories

General FAQs

✦ Do you offer customized orders?

Currently, we offer designs personalized by us, but don't worry—customer customization is coming in June! Stay tuned for this exciting update. 🚀
✦ How can I contact customer support?

For any inquiries or issues, reach out to us via email at love@clayshell.com or at Contact Us.
✦ Can I cancel or modify my order after placing it?

Orders can only be canceled or modified within 1–2 hours of being placed. After that window, we begin processing your order, and changes or cancellations are no longer possible once it has entered the packaging stage.

Shipping FAQs

✦ Can I track my order?

Yes! Once your order is packed and ready, you will receive a tracking number via email. Please allow up to 24 hours for tracking information to update in the system.
✦ Where do you ship from?

All orders are shipped from our USA warehouses.
✦ Do you ship internationally?

Yes! We proudly offer international shipping to:

  • United States, United Kingdom, Canada, Australia, Germany

Note: Customs fees, taxes, and import duties may apply and are the responsibility of the customer.
✦ How long until my order ships?
  • Processing Time: Typically 2 days to 3 days (often sooner). This is the time required to make, print, and fulfill your order.

  • Delivery Time:

---> USA Standard (UPS & USPS): 2-5 days (Excluding Sundays)

---> Canada Standard (UPS): 5-10 Days (Excluding Sundays)

---> Europe/International Standard (UPS): 5-30 Days (Excluding Sundays) depending on location (Shipped from USA)

---> Fast Shipping (Coming Soon)

Note: These are estimated timeframes. Occasionally, delays may occur due to factors beyond our control.
✦ Who are your shipping partners?
  • For USA Domestic orders, we use UPS to the local depot, with USPS handling the final delivery.

  • For USA Priority orders, we plan to introduce FedEx soon (Coming Soon 🚀).

  • For Canada orders, we use UPS, offering a service equivalent to First Class International.

  • For Europe, UK, and International orders, we use UPS, with domestic carriers managing the final delivery within the destination country.
✦ What should I do if I entered my address incorrectly?

If you realize that your shipping address is incorrect, please email us immediately.

  • If your order has not yet shipped, we will try to update it.

  • If your order has already shipped, we cannot change the address. If the package is returned to us, you will be responsible for the re-shipping cost.

Important: Your package will be sent to the exact address you provide at checkout. Please double-check your shipping details before placing an order. We do not offer refunds or replacements for items shipped to an incorrect address.
✦ What if my package is marked ‘Delivered’ but I can’t find it?

If your package is marked as "Delivered" but you have not received it:

  • Check your mailbox, doorstep, and surrounding areas.

  • Confirm that the shipping address on your order is correct.

  • Wait 3 days, as packages are sometimes marked “Delivered” before they arrive.

If you still cannot locate your package, contact the shipping carrier:

  • USPS: 1-800-275-8777 (USA Orders Only)

  • UPS: 1-888-742-5877 (USA Orders Only)

Note: Clay Shell is not responsible for lost or stolen packages once they leave our facility.

Returns & Refunds FAQs

✦ Can I exchange an item?

No, we do not offer exchanges because all of our products are hand-customized and print-on-order.
✦ What if there is an issue with my order?

We take great care in processing orders, but mistakes can happen. If you receive a damaged or incorrect item, please contact us within 30 days of receiving your order with:

  • A clear photo of the issue
  • Your order number

We will review your request and either:

  • Send a replacement at no extra cost OR
  • Issue a refund

Note: Color variations due to screen settings or lighting are not considered damage and are not eligible for refunds.
✦ Can I return an item if I change my mind?

No, we do not accept returns once an order has been delivered. All sales are final.
✦ How long does it take to receive my refund?
  • Once approved, refunds take up to 7 business days to process.

  • You will receive an email confirmation once the refund is completed.

  • After processing, it may take 5–10 business days for the refund to reflect on your bank statement.

Important: Shipping costs and Gift Wrap costs are non-refundable. If a refund is issued, only the product price will be refunded.
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