This privacy policy explains how CustomPacka ("we", "us") collects, uses, shares and protects personal information when you use custompacka.ing (the "site"), request quotes or samples, create an account, join the community, buy digital products or communicate with us. If you have questions, email hello@custompacka.ing.
Information we collect
Information you give us
- Contact details: name, email address, phone number, company or brand name
- Project details: product information, box specifications, quantities, deadlines, delivery address and notes
- Files: artwork, logos, images and documents you upload
- Account information: name, email, community username, password (stored only as a secure hash), profile details and preferences
- Community content: posts, replies, votes and reports you submit
- Reviews: ratings, review text and the order reference you provide
- Communications: emails, WhatsApp messages, chat messages with our assistant and form submissions
- Newsletter and downloads: email address and the resources you request
Information collected automatically
- Technical data: IP address, browser and device type, pages visited, referring page and timestamps, collected in server logs and used for security and rate limiting
- Cookies and local storage: see our cookie policy
- Analytics: if you accept analytics cookies, usage data is collected through analytics services (see below)
Information from third parties
- Payment provider: when you buy a digital product or Pro membership, our checkout provider tells us your name, email, product purchased and order status. We never receive your full card number.
How we use information
- To respond to inquiries and prepare quotes, dielines, proofs and samples
- To manufacture, deliver and support your orders, including sharing specifications and artwork with production and shipping partners
- To provide accounts, saved designs, the community, downloads and memberships
- To send transactional emails (confirmations, proofs, shipping updates, password resets)
- To send our newsletter and tips if you subscribed (you can unsubscribe at any time)
- To moderate the community and reviews and to prevent spam, fraud and abuse
- To improve our site, content and services
- To comply with legal obligations and enforce our terms
We do not sell your personal information, and we do not share it for cross-context behavioral advertising.
Packaging assistant chats
Our packaging assistant ("Packa") answers questions about packaging, prices and our services. When you use it:
- Your messages and the assistant's replies are stored so we can follow up on requests, improve answers and prevent abuse.
- If an AI service is enabled on our site, messages are sent to an AI provider (such as Anthropic or OpenAI) to generate a reply. These providers process the content under their own terms and privacy policies as our service providers.
- If you share contact details in the chat and ask us to follow up, we save them as an inquiry.
- Do not share sensitive personal information (such as payment card numbers or health information) in the chat.
- Assistant answers may be imperfect; prices are estimates and are confirmed in a written quote.
Social media content
Our social page and some other pages show posts from CustomPacka's own Instagram, Pinterest, X, Quora and Facebook accounts. Our server collects these posts from the platforms (using their public feeds or official interfaces) and stores the text and images on our own server, so your browser does not contact those platforms just by viewing our pages. Where a post we show includes public replies from other people on that platform, we show only their public display name, username and reply text, and we remove them on request.
If you press Load original post, or a button that opens the platform (for example Save to Pinterest, Reply on X or View on Instagram), you interact with that platform directly and its privacy policy applies. If you are shown in a post or reply on our site and want it removed, email us and we will remove it.
How we share information
We share personal information only as needed with:
- Production and fulfillment partners that manufacture and ship your packaging (specifications, artwork, delivery details)
- Service providers that help us run the site and business, such as web hosting, email delivery, payment and checkout processing, analytics (if you consent), spam protection and AI services for the assistant
- Professional advisers such as accountants and lawyers
- Authorities when required by law or to protect rights, safety and security
- A successor business in connection with a merger, acquisition or sale of assets
Community posts and your public profile (username, avatar, badges) are visible to other visitors. Approved reviews show your first name or display name and the review content.
Data retention
We keep information only as long as needed for the purposes above:
- Inquiries and quotes: generally up to 3 years, longer if you become a customer
- Order records: as required for tax and accounting purposes
- Account data: while your account is active; you can request deletion at any time
- Community content: while your account exists, or as needed for moderation records
- Assistant chats: generally up to 12 months
- Uploaded files: for the duration of your project and reorders, then deleted on request
Security
We use HTTPS encryption, hashed passwords, protected file storage, access controls, spam protection and regular backups. No method of transmission or storage is completely secure, but we work to protect your information and limit access to people who need it.
Your choices and rights
You can:
- Access the personal information we hold about you
- Correct inaccurate information
- Delete your information or account (subject to legal record-keeping requirements)
- Unsubscribe from marketing emails using the link in any email
- Withdraw consent to analytics cookies at any time with the Cookie settings link in the footer
- Opt out of sale or sharing (we do not sell or share personal information as defined by US state privacy laws)
Depending on where you live (for example California, Colorado, Connecticut, Virginia and other US states with privacy laws), you may have additional rights, including the right to know what categories of information we collect and to appeal a decision about your request. To exercise any right, email hello@custompacka.ing. We will verify your request and respond within the time required by law. We will not discriminate against you for exercising your rights.
Children
Our site and services are intended for businesses and adults. We do not knowingly collect personal information from children under 13. If you believe a child has provided information to us, contact us and we will delete it.
Links to other sites
Our site links to other websites and social networks (such as Pinterest, Instagram and LinkedIn). Their privacy practices are governed by their own policies.
Changes to this policy
We may update this policy from time to time. The "last updated" date at the top shows when it was last changed. Significant changes will be highlighted on this page.
Contact
Email hello@custompacka.ing with any privacy questions or requests.
