Privacy Policy
Last updated September 2026 · Applies to ShippingCloud and its co-branded editions (ShippingCloud by Freightwire) · Contact: support@shippingcloud.net
1. What we collect
Account details (name, email, company), shipment data you enter or import (including recipient names and addresses), order data from stores you connect (e.g. Shopify), product catalog data, and usage/technical logs needed to run the service.
2. How we use it
To quote and purchase shipping, print labels and documents, sync orders, send shipment notifications, calculate checkout rates, provide support, and improve the service. If you use the in-app assistant, the messages you send it (plus limited, non-personal workspace context) are processed to generate its responses. We do not use your data for advertising, and we never sell personal information.
3. Shopify and other connected stores
When you connect a store, we access order data solely to provide app functionality: syncing open orders, generating shipping labels, and writing tracking information back to the order. The customer fields we process (recipient name, shipping address, email, phone) are used only for order fulfillment — never for marketing, profiling, analytics resale, or any purpose beyond fulfilling that order. Store access tokens are stored encrypted and scoped to your own login.
We subscribe to Shopify's mandatory privacy webhooks (customers/data_request, customers/redact, shop/redact). Each request is recorded the moment it arrives and completed within 30 days: we provide the store owner the data we hold on that customer; we delete the customer's personal details (name, address, email, phone) from the orders we synced; and when a store uninstalls the app we remove that store's connection and its synced order data. We keep only what tax, accounting and dispute obligations require — shipment records with a tracking number, service and price — and those records are not used for any other purpose. You can also request deletion at any time at support@shippingcloud.net.
4. Who we share it with
Service providers who make the platform work: shipping carriers and our logistics partners (to move your packages), cloud hosting and database providers, an email delivery provider (for notifications you trigger), payment processing when applicable, and the AI provider powering the in-app assistant. Each receives only what its function requires. We do not sell personal information.
5. Recipient data
When you ship to someone, you're providing us their delivery details on your authority. We use recipient data only to perform the shipment and related notifications — never for marketing to recipients.
Marketplace buyer data (Amazon and other connected marketplaces). When you connect a marketplace, we retrieve only what a shipping label needs: the buyer's name, ship-to address, phone number and, where the marketplace provides it, an email address for delivery notifications. It is collected through the marketplace's official API, processed to rate and print the label, stored encrypted in our hosted database, and shared only with the carrier you choose to produce the label and tracking. It is never used for marketing, never sold, and never shared with any other party. Buyer personal data on Amazon orders (name, street address, phone, email) is removed from our live database automatically 30 days after the order ships, leaving only the city, state and postal code needed for shipping reports; backups are kept for 30 days and then deleted. Amazon Information is handled under Amazon's Data Protection Policy.
6. Retention & your choices
We keep account data while your account is active. Orders synced from a connected store, including the customer details on them, are kept while that store stays connected and are removed on a redaction request or when the app is uninstalled (see section 3). Shipment records (tracking number, service, price, and the recipient address the carrier needed) are kept as long as tax, accounting and dispute rules require, then deleted or de-identified. You can export your data from within the platform, and you can request deletion of your account data by emailing support@shippingcloud.net.
7. Where we are, and where data is processed
ShippingCloud is operated from the United States and is not established in Europe. Data is stored and processed in the United States by our cloud providers. If you or your customers are in the EU or UK, transfers rely on our providers' Standard Contractual Clauses or another lawful transfer mechanism, and a Data Processing Agreement is available on request at support@shippingcloud.net.
8. Security
Data is encrypted in transit (TLS), stored with a SOC 2–audited cloud database provider with encryption at rest, access is credentialed and scoped to your own account, and API secrets are stored server-side only. Every change is tested on a separate staging environment that holds no production buyer data before it reaches production. We keep a written security incident response plan: any incident involving buyer data is contained immediately, affected customers are told within 24 hours, and marketplace security teams (for Amazon, security@amazon.com) are notified within 24 hours of detection. No system is perfectly secure, but we take measures appropriate to the data we handle.
9. Changes
We'll update this policy as the service evolves; material changes will be reflected on this page with a new date.