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Effective January 27, 2023
- Categories & Types of Information We Collect
- Sources of Information We Collect
- How We Use Your Information
- How We Share, Disclose, or Sell Your Information
- Your Rights & Choices
- How Long We Keep Your Information
- Notice of Financial Incentive
- Protecting Children’s Privacy
- Social Media & User Generated Content
- Interactive Services (Chatbot, Managed Chat, Live Showroom, Etc.) Consent and Disclaimers
- Dispute Resolution, Arbitration Agreement & Waiver of Certain Rights
In this section, we provide a brief overview regarding the types of information we collect, how we use it, whether we sell it, and how long we keep it. We provide more detail in the sections that follow.
What personal information do we collect?
We collect the following categories of personal information: Identifiers, Geolocation Data, Financial Information, Demographic Information, Audio or Visual Information, Internet or Other Electronic Network Activity Information, and Commercial Information.
How do you use my information?
We use your information to facilitate purchases, offer services, send promotional communications, improve our services, offerings, and customer relations, and administer your account. We also use it for analytics and legal and fraud prevention purposes.
Do you sell or share my information?
While we do not share consumer data in exchange for money, we sometimes disclose information in exchange for valuable consideration. We also share data for targeted advertising.
How long do you keep my information?
We retain your information for the period specified in our retention policy, unless legally required to keep it longer.Back to Top
Categories & Types of Information We Collect
In the last 12 months, we have collected the following categories and types of information from consumers:
Identifiers: first and last name, email address, mailing address, ZIP code, phone number
Geolocation Data: general location based on IP address; more precise location if you connect to our store Wi-Fi or opt to Buy Online, Pick Up in Store and voluntarily inform us that you have arrived at the store and want us to bring your purchases to your car
- Note that collection of precise geolocation data may be deemed “sensitive” under certain U.S. state privacy laws; in order to collect data through Wi-Fi connections, you must connect to our store Wi-Fi, and then we use a service provider to collect certain device information, like device ID and location; additional personal information is only collected if you consent to that collection; to learn more about customer location and your choices from our service providers, visit www.smart-places.org
- If you do not consent to precise geolocation, do not connect to our store Wi-Fi or share with us that you have arrived at the store for a pickup
Financial Information: credit card, debit card and bank account information
Demographic Information: information about your household and dwelling, gender, age range, income range, and other demographic information
Audio or Visual Information: customer service audio and security video recordings
Internet or Other Electronic Network Activity Information: IP address, user agent, and activity on and interaction with our Website, including via managed chat or chatbot functions
Commercial Information: information about products or services you purchased, or considered buying, from usBack to Top
Sources of Information We Collect
We collect information from the following sources:
You: we collect identifiers, like contact and shipping information; demographic information; financial information, like payment information; commercial information; audio recordings via customer service calls; and geolocation when you opt to pick up online purchases in store from you
Third Parties and Service Providers: we collect identifiers, such as contact information, as well as demographic information from industry data consortiums and other third party data aggregators
How We Use Your Information
We may use your information in the following ways:
To facilitate your purchases: we may use identifying, financial, and commercial information to process your order and payment, connect that order to your account, ship the order, provide you with technical support and assistance, and communicate with you about the purchase via phone, managed chat, chatbot, text, email, or other means
To offer services: we may use your identifying and commercial information to offer you services such as a Gift Registry, Design Services, the Trade Program, or customer service support (e.g., via email, phone, text, or chat); we use your precise geolocation to bring your purchase to your car when you opt to use our Buy Online, Pick up in Store, curbside pickup option or when offering in-store Wi-Fi
To send you promotional communications: we may use your identifying and commercial information to contact you by email, send you a push notification on your phone, or mail you our catalogs to inform you about products, services, and promotions that we think will be of interest to you (participation in our catalog mailing list is not open to users from EU locations)
To improve our services, offerings, and customer relations: we use your internet or other electronic network activity information to understand how our services are used, including how you interact with our Website and advertising, in order to make improvements to our Website; we also use commercial information and information you provide to us through feedback, surveys, suggestions, and other communication channels to provide you with a more personalized shopping experience and to improve our services, offerings, and customer relations
In connection with your account: there are certain scenarios in which orders you place while not logged into your online account will be visible in your account order history; in particular, online orders placed as a guest, orders placed with the call center, and orders placed in store will be visible in your online account order history if an email address provided during the transaction matches the email address associated with the online account, or if you paid using a credit card that is a saved payment method in the online account
For analytics: we use your identifying information, internet or other electronic network activity, commercial information, demographic information, and geolocation data to analyze preferences, trends, and statistics
For legal and fraud prevention purposes: we may use your information to comply with our legal obligations, protect your rights, our rights, and others’ rights, and prevent fraud and abuse.
As noted above, if you do not consent to our collection or use of your precise geolocation, do not connect to our store Wi-Fi or share with us that you have arrived at the store for a pickup.Back to Top
How We Share, Disclose, or Sell Your Information
We may share or disclose your information in the following ways:
Marketing: we may disclose your customer information with other select companies, such as marketing partners, whose products and services you may find useful, and for customer acquisition, marketing, and advertising purposes. This information includes your name, postal address and email address, as well as a record of any transactions you conduct on our Websites or offline (for example, in our stores or via customer service). These companies may contact you in order to provide you with information about their products and services. We do not share or disclose information of users of our Website that provide an EU mailing address or are identified as being from EU locations.
Online advertising: we contract with trusted partners to provide more tailored advertising relevant to your interests, such as by placing our banner advertising on other websites. These companies collect information from us about your visits to our Websites and stores, and your interaction with our products and services. We may track this information across the different devices you use to access the Websites. These companies do not collect EU IP addresses for the purpose of advertising, and we do not place banner advertising on other websites for customers identified as being from EU locations.
Sharing among our entities: we share and combine information about you among our brands, including Crate & Barrel, CB2, Crate and Kids, and Hudson Grace, in order to provide greater security and to provide information about products and services that might interest you. We also share your information with our parent company, subsidiaries, joint ventures, or other companies under common control as necessary for specific purposes in the operation of our business.
Sharing with vendors: in order to serve you better, we may contract with other companies to help us process information and to provide us with other services. Their assistance can help us fulfill customer orders, manage, store, enhance, and analyze customer data, send marketing, run promotions, and provide other services. For instance, when you order a large furniture item, we may send your name, address, email address and phone number to our shipping vendor, allowing you to access their online delivery scheduling system. Our shipping service providers use your information strictly to coordinate and complete your shipment. We may also store customer service communications such as texts or chats with a trusted service provider. A service provider may also store information about your interactions with our website for analytics purposes.
In connection with a business reorganization: we would share your information if we were involved in a merger, acquisition, consolidation, change of control, or sale of all or a portion of our assets or if we undergo bankruptcy or liquidation.
Prevent fraud and abuse: we review transactions internally on a regular basis to identify potential concerns, and we partner with select outside companies to further enhance our ability to ensure that fraudulent orders and/or potentially damaging worms, viruses, and other types of malware do not interfere with our ability to provide the best possible products, value, and services to you and to our other valued customers.
Protect your rights: we will share information in an emergency or to protect the safety of any person and if we believe it is necessary in order to investigate, prevent, or take action regarding illegal activities, fraud, or situations involving potential threats to the rights, property, or personal safety of any person.
Protect our rights and comply with our legal obligations: we cooperate with government and law-enforcement officials and private parties to enforce and comply with the law. We may disclose personal information and any other information about you to government or law-enforcement officials or private parties if, in our discretion, we believe it is necessary or appropriate in order to respond to legal requests (including court orders and subpoenas); to protect our safety, property or rights or those of any third party; to prevent or stop any illegal, unethical, or legally actionable activity; or to comply with the law.
While we do not share consumer data in exchange for money, we sometimes disclose information in exchange for valuable consideration. Under the California Consumer Privacy Act (“CCPA”), that disclosure, including among our affiliate brands, may constitute a “sale.” Based on that definition of sale, we have sold the following categories of personal information to the following parties in the last 12 months:
- Identifier information to marketing CRM vendors, data analytics providers, and social networks, our affiliate brands, and an industry data consortium
- Commercial information to our affiliate brands
- Internet activity to ecommerce data analytics providers
- Demographic information to affiliate brands and data analytics providers
At no point have we knowingly sold personal information of individuals who are under 16-years old.
For more information about opting out of selling and sharing, see the sections below regarding “Your Rights and Choices.”Back to Top
Your Rights & Choices
Consistent with our commitment to respecting your privacy, we want to provide you with more details on your rights and choices concerning your personal information.
Some rights are only legally required in certain states. However, because privacy and transparency are top priorities for us, we will endeavor to provide these rights to all U.S. customers. We reserve the right to update this policy at any time.
Right to Know: you can ask us to give you information about our collection and use of your personal information. Specifically, you can request we provide you one or more of the following: the categories of personal information we collected about you; the categories of sources from which we collected your personal information; our purposes for collecting, sharing, or selling your personal information; the categories of third parties to whom we disclose your personal information; and the specific pieces of personal information we collected about you. You can also ask that we provide you a copy of your information in a commonly used, machine-readable format.
Right to Delete: you can ask us to delete your personal information that we collect or maintain about you. Deletion may consist of de-identifying your information, as permitted by law.
Right to Correct: you can ask us to correct any inaccurate personal information that we have about you.
Right to Opt-Out of Sales: you can ask us to not sell your information.
Right to Opt-Out of Targeted Advertising: you can ask us not to make your information available to third parties for cross-context behavioral advertising (a concept generally known as targeted advertising).
To the extent required by law, we will not discriminate against you for exercising the above rights. You can exercise your right to opt out of sales/sharing by completing the form here or calling (877) 401-0734. If you are a customer, or if you are a job applicant or former associate who resides in California, you can exercise your rights to access, delete, and correct your information, by completing the online form here or calling (877) 401-0734. You can opt out of targeted advertising by using our Cookie Preference Center, which you can access in the footer of our website by clicking “Cookie Settings.”
You can also have your agent submit a request on your behalf. If you rely on an agent, you must provide the agent with written authorization. In addition, you may be required to verify your own identity with us. We may deny a request from an agent if the agent does not submit proof that they have been authorized by you on your behalf. Such requirements, however, will not apply where you have provided the agent with power of attorney pursuant to Cal. Prob. Code Sections 4000 to 4465.
Please understand that, consistent with our commitment to protecting your privacy, we can only honor requests to access, correct, or delete your data if we are able to verify your identity. For online forms, you will be directed to enter your name, your email address, zip code, and phone number. We will send a link by email, which you will have to click to begin the identity verification process. We will then compare your zip code and phone number against our records. If we cannot verify your identity, you will receive an email explaining that your identity could not be verified and directing you to a customer service representative. Alternatively, you can verify your identity over the phone by calling (877) 401-0734, rather than filling out the online form. For verification via phone, we will ask you to provide pieces of information that are associated with your account.
For residents of Colorado, Connecticut, and Virginia, if we did not honor your request in full, you can file an appeal by contacting us at firstname.lastname@example.org. In the subject line, please write: Data Subject Right Appeal – [Full Name]. The body of the email should include: (1) your name, (2) the date of the decision you are appealing, and (3) an explanation for why you disagree with that decision. We will contact you if we need more information.
In addition to the rights described above, we offer you a variety of options related to how we collect and use your personal information, including the following:
Opt out of catalogs: to request that we remove you from our catalog mailing list, please complete this form.
Opt out of marketing communications: to opt out of marketing communications from us, please visit our Communication Preferences page: you can also opt out of marketing emails by clicking the “unsubscribe” link in the footer.
Opt out of analytics: you can opt out of our Website analysis tool by clicking here. As mentioned above, we rely on analytic tools from Google and Adobe. You can prevent those tools from collecting your information by clicking here to install the Google opt-out add on and clicking here to install a similar tool from Adobe.
Enable browser signals: We honor Do Not Track (DNT) and Global Privacy Control (GPC) signals. DNT and GPC are privacy preferences you can set in your web browser to indicate that you do not want certain information about your webpage visits collected across websites when you have not interacted with that service on the page. For more information, visit donottrack.us or https://globalprivacycontrol.org/.
Opt not to connect to store Wi-Fi: if you do not consent to precise geolocation, do not connect to our store Wi-Fi or share with us that you have arrived at the store for a pickup
How Long We Keep Your Information
We maintain an internal data retention policy, which reflects retention schedules that are reasonably necessary and proportionate to achieve the purposes for which data was collected. We will dispose of data in accordance with that policy. Note that we may need to keep information longer in certain circumstances, such as when it is required for legal compliance.Back to Top
Notice of Financial Incentive
In some instances, we may offer a discount or an opportunity to win something of value in exchange for the collection of your personal information. For example, we may offer a discount promotional code or coupon if you provide us with your cell phone number, email address or mailing address for marketing communications; an opportunity to win a prize if you provide your email address as part of a sweepstakes entry; or rewards dollars to customers who use our private label credit cards. The details of each program are contained in the program offering.
These offerings may be considered financial incentives, and they are reasonably related to the value of the information you provide. The precise value of the data will vary depending on certain factors, including the internal resources required to collect and maintain information. The category of personal information implicated by financial incentives are identifiers, and more specifically, contact information. In the case of our private label credit cards, we also collect financial information, such as your income, in order to process your application, but we do not use that information for marketing purposes. Details regarding the credit card application process are available here.
You can withdraw from financial incentives at any time by opting out of marketing communications, replying “STOP” to text messages, canceling your credit card account, and/or directing us to delete your personal information, as described in this policy. If a discount code or sweepstakes prize has already been obtained, you will have no obligation to return or destroy the discount code or prize upon opting out. If you cancel your credit card account, you will no longer have access to accrued reward dollars. Other credit card terms and restrictions apply.Back to Top
Protecting Children’s Privacy
We adhere to a strict privacy code regarding children’s information. As part of that code, we do not knowingly collect or accept personal information from any child under the age of 16 without explicit parental consent. If we are made aware that we have unknowingly received personal information from a child under 16 without parental consent, we will immediately remove all of that child’s personal information from our records. California users under the age of 18 may request the removal of their content or information publicly posted on the Website by emailing us at the appropriate brand’s customer service email address identified below.Back to Top
Social Media & User Generated Content
We engage with customers on various social media platforms like Facebook, Twitter, TikTok, Pinterest, and Instagram. If you contact us on one of these platforms, or through a link on our website (including link equivalents like Instagram’s Embed Code), your communications are governed by this policy and the policy of the relevant social media platform.
If you share content with us via our website or on social media channels, you agree to our UGC terms, available here.Back to Top
Interactive Services (Chatbot, Managed Chat, Live Showroom, Etc.) Consent and Disclaimers
Dispute Resolution, Arbitration Agreement & Waiver of Certain Rights
We are committed to resolve complaints about your privacy and our collection or use of your personal information. Please direct your inquiries or complaints to email@example.com.
Customer Service Department
Crate and Barrel and CB2
Customer Service Department
1860 W. Jefferson Avenue
Naperville, IL 60540-3918
Last Updated and Effective January 27, 2023