Privacy policy

 

This Privacy Policy describes how Element Knife Company (“Element Knife Company,” “we,” “us,” or “our”) collects, uses, discloses, retains, and protects personal information when you visit or use www.elementknife.com (the “Site”), shop with us online or at our retail store, create a customer profile or account, purchase or request services, register for a class or event, communicate with us, interact with our AI shopping assistant, submit a review or form, sign up for notifications or marketing communications, or otherwise interact with Element Knife Company.

This Privacy Policy applies to personal information we collect both online and offline, including information collected through our Site, Shopify point-of-sale system, in-store transactions, service intake forms, customer communications, and other interactions with our business.

 

1. Personal Information We Collect

The personal information we collect depends on how you interact with Element Knife Company, whether online, in our retail store, or through the services you choose to use.

Contact & Account Information

We may collect information such as:

• Name

• Email address

• Telephone number

• Billing and shipping address

• Customer account or profile information

• Account credentials or authentication information

You are not required to create a customer account simply to browse the Site. When shopping in person, providing information for a customer profile is generally optional unless the information is reasonably necessary to complete a particular transaction or service.

Order & Transaction Information

When you make a purchase or otherwise conduct a transaction with us, whether online or in our retail store, we may collect or process:

• Products or services purchased

• Order number and transaction history

• Billing and shipping information

• Payment method and payment-related information

• Discounts, gift cards, or store credits used

• Shipping and fulfillment information

• Returns, exchanges, Buyback Program activity, and customer service history

Payment information is processed through Shopify and applicable payment providers. Element Knife Company does not independently store complete payment-card information.

Device & Website Usage Information

When you visit our Site, certain information may be collected automatically, including:

• IP address

• Browser and device information

• General location derived from technical information

• Pages and products viewed

• Search terms

• Referring pages or websites

• Interactions with the Site

• Shopping-cart activity

• Cookie and similar technology information

We use this information to operate and improve the Site, understand how customers use it, maintain security, measure performance, and support marketing and analytics.

Customer Communications

When you contact us by email, telephone, text message, through a website form, through customer support, or through another communication service, we may collect the information you provide, including your contact information, message content, order information, and any attachments or other information you choose to submit.

Please do not submit sensitive personal information that is not necessary for us to assist you.

In-Store Customer Information

When you shop with us in person, we may ask whether you would like us to create or associate your purchase with a customer profile in our Shopify point-of-sale system.

Information associated with an in-store customer profile may include your name, email address, telephone number, purchase history, and other information you choose to provide. We use this information to assist with purchases, locate transaction history, provide customer service, administer returns and other services, and maintain our customer relationship.

Providing information for an in-store customer profile is generally optional unless the information is reasonably necessary for a particular transaction or service.

Sharpening, Repair & Service Intake Forms

When you leave knives or other items with Element Knife Company for sharpening, repair, or another service, we may collect information on a physical intake form, including your name, telephone number, information about the items being serviced, requested services, service preferences, estimated completion information, and other details necessary to document and complete the work.

We primarily use the name and telephone number provided on a service intake form to identify the service order and communicate with you. This may include sending a text message when your order is ready for pickup or contacting you when we have a question or need additional information regarding the service.

Paper service intake forms are not routinely entered into our customer database solely because a service form was completed. We generally retain these forms for approximately 6 to 12 months for operational and recordkeeping purposes and securely destroy them when they are no longer reasonably necessary.

Information collected through service intake forms is not sold to third parties.

Text Message Information

When you provide a telephone number in connection with a sharpening, repair, or other service, we may use that number for service-related communications, including notifying you when your order is ready for pickup or contacting you regarding the work being performed.

If you have agreed to receive occasional promotional text messages from Element Knife Company, we may also use the telephone number you provided for those communications. Promotional text messages are sent infrequently, and consent to receive promotional messages is not required to purchase products or receive services from Element Knife Company.

You may opt out of promotional text messages at any time by replying STOP or asking us not to send further promotional messages. Opting out of promotional communications will not prevent us from contacting you when reasonably necessary regarding an active order or service.

 

2. How We Use Personal Information

We may use personal information to:

• Process and fulfill purchases

• Process payments

• Arrange shipping and delivery

• Provide order confirmations and tracking information

• Process returns, exchanges, refunds, store credits, and Buyback Program transactions

• Provide package protection and assist with shipping claims

• Create and maintain customer accounts

• Register customers for classes, events, and other experiences

• Provide customer service

• Respond to questions and requests

• Provide AI-assisted product information and customer support

• Manage product reviews

• Manage gift registries and wish lists

• Process information submitted through website forms

• Provide back-in-stock and other requested product notifications

• Send marketing communications when permitted

• Personalize and improve the shopping experience

• Analyze Site performance and customer interactions

• Detect and prevent fraud, misuse, or security incidents

• Maintain and improve our products, services, and business operations

• Comply with legal, regulatory, tax, accounting, and other obligations

• Establish, exercise, or defend legal claims

We may also use information for other purposes that we disclose when the information is collected or with your consent when required.

 

3. Shopify & Ecommerce Services

Our online store is hosted and powered by Shopify.

Shopify processes personal information necessary to operate the Site, customer accounts, checkout, payments, orders, fulfillment, analytics, marketing tools, and other ecommerce functions.

Depending on the services you use, Shopify may process information including contact information, account information, order and transaction information, device information, browsing activity, payment-related information, and information associated with Shopify services such as Shop and Shop Pay.

Shopify's processing of personal information is also governed by its own privacy policies.

 

4. AI Shopping Assistant — Dori

Element Knife Company uses Dori, an AI-powered shopping and customer-assistance service, to help answer questions, provide product and store information, and assist customers while using our Site.

When you interact with Dori, information processed may include:

• Messages and questions you submit

• Conversation history

• Timestamps and conversation identifiers

• The page or product you are viewing

• Technical and usage information

• Shopping-cart context

• Order information or identifying information you voluntarily provide when requesting order-related assistance

Depending on the features enabled, Dori may communicate with Shopify or other connected services to provide requested functionality.

Dori may use third-party technology providers, including artificial intelligence model providers, to operate its services. Information submitted to Dori may therefore be processed by service providers acting on Dori's or Element Knife Company's behalf.

Please do not provide sensitive personal information, passwords, complete payment-card information, or other information that is unnecessary for your request when interacting with Dori.

Dori's AI-generated responses are provided for assistance and convenience. Customers should contact Element Knife Company directly if they need clarification regarding an order, policy, product, or other matter.

 

5. Shipping, Returns & Redo Package Protection

We use shipping carriers and related service providers to fulfill and deliver orders.

Customers may also choose to purchase Redo Package Protection when available at checkout. Redo may process personal information associated with an order or claim, including contact information, order information, shipping information, claim information, and documentation submitted in connection with a loss, theft, or damage claim.

Information processed by Redo is also subject to Redo's own privacy practices.

Our Shipping Policy and Return & Refund Policy provide additional information about package protection, shipping claims, returns, and related procedures.

 

6. Classes & Events

Element Knife Company uses Experiences and related Shopify services to manage registration and ticketing for classes, workshops, and other events.

When you register for an event, information processed may include:

• Name

• Email address

• Telephone number

• Order and registration information

• Billing information

• Event or class selections

• Information necessary to administer your registration

We use this information to process registrations, communicate about classes and events, manage attendance, provide customer service, and administer cancellations or refunds.

 

7. Product Reviews — Judge.me

We use Judge.me to collect, manage, verify, and display customer reviews.

Judge.me may process information such as:

• Name

• Email address

• Order and product information

• Review content

• Ratings

• Photographs or other content voluntarily submitted with a review

• Information used to verify that a reviewer purchased a product

• Technical or usage information associated with the review service

Reviews and other content you choose to submit for publication may be publicly displayed. Depending on the services enabled, review information may also be shared with Shopify or displayed through Shopify's Shop services.

Do not include personal information in a public review that you do not want publicly visible.

 

8. Gift Registries & Wish Lists

We use Gift Reggie to provide gift registry, wish-list, and related functionality.

When you use these features, information may include your name, contact information, registry or wish-list information, selected products, and other information necessary to provide the service.

If you choose to share a registry or wish list, information associated with that list may be accessible to the people with whom it is shared or otherwise made available according to the settings you select.

 

9. Forms & Information You Submit

We use website form services, including Powerful Form Builder, to collect information voluntarily submitted through forms on our Site.

The information collected depends on the particular form and may include your name, email address, telephone number, order information, message, selections, uploaded information, or other information you choose to provide.

We use submitted information for the purpose identified by the form, such as responding to an inquiry, providing customer service, processing a request, or administering a particular service.

 

10. Back-in-Stock & Product Notifications

We use STOQ to provide back-in-stock, preorder, and related product-notification functionality where available.

If you request a notification, information such as your email address or other contact information and the product you are interested in may be processed for the purpose of providing the requested notification.

You may stop receiving applicable notifications using the unsubscribe or opt-out mechanism provided with those communications when available.

 

11. Marketing Communications

If you subscribe to our newsletter or otherwise consent to receive marketing communications, we may use information such as your name, email address, purchasing activity, and interactions with our communications to provide information about:

• New products

• Promotions and sales

• Classes and events

• Store news

• Educational content

• Other Element Knife Company products and services

Our marketing systems may collect information about the delivery and interaction with communications, such as whether a message was delivered, opened, clicked, unsubscribed from, or reported as spam.

You may unsubscribe from marketing emails at any time by using the unsubscribe link included in the communication.

Unsubscribing from marketing communications does not prevent us from sending transactional or service-related communications, such as order confirmations, shipping notices, class information, or responses to customer-service requests.

Where you have provided appropriate consent, we may also send occasional promotional communications by text message. Consent to receive marketing communications is not required to purchase products or receive sharpening, repair, or other services from Element Knife Company.

You may opt out of promotional text messages at any time by replying STOP or by contacting Element Knife Company. Opting out of promotional communications does not prevent us from sending non-promotional service communications that are reasonably necessary to complete a transaction or service you requested, such as notifying you that a sharpening or repair order is ready for pickup.

 

12. Analytics, Advertising & Social Media

We may use analytics, advertising, and social-media services to understand how visitors use our Site, measure marketing effectiveness, and promote Element Knife Company.

These services may collect or process information such as:

• IP address

• Browser and device information

• Pages or products viewed

• Referring websites

• Interactions with advertisements or marketing communications

• Cookie or similar identifiers

• Purchase or conversion activity where permitted

Depending on our current configuration, these services may include Shopify analytics, Google services, Meta/Facebook/Instagram services, Microsoft/Bing services, and other analytics or advertising providers.

Some of these activities may be considered targeted advertising, cross-context behavioral advertising, or a “sale” or “sharing” of personal information under certain privacy laws even when no money is exchanged for the information.

Where required by applicable law, we provide mechanisms for customers to manage applicable privacy or advertising preferences.

 

13. Cookies & Similar Technologies

We and our service providers use cookies, pixels, tags, local storage, and similar technologies to operate and improve the Site.

These technologies may be used to:

• Keep the Site and checkout functioning

• Maintain your shopping cart

• Remember preferences

• Support customer accounts

• Maintain security

• Understand Site traffic and usage

• Measure marketing effectiveness

• Provide relevant advertising

• Support integrations and other Site features

Some cookies and technologies are necessary for the Site to function, while others may be used for analytics, personalization, or advertising.

You may be able to manage cookies through your browser settings and, where available, through privacy or cookie controls provided on our Site. Blocking certain cookies may prevent some Site features from functioning properly.

14. How We Disclose Personal Information

We may disclose personal information to service providers and other third parties when reasonably necessary to operate our business and provide our services.

Categories of recipients may include:

• Shopify and ecommerce platform providers

• Payment processors

• Shipping carriers and fulfillment providers

• Package-protection and claims providers

• Customer-support and AI service providers

• Class and event registration providers

• Review platforms

• Gift registry and wish-list providers

• Form-processing providers

• Inventory and product-notification providers

• Email, messaging, and marketing providers

• Analytics and advertising providers

• Website developers, hosting providers, and technical service providers

• Fraud-prevention and security providers

• Professional advisers such as accountants, attorneys, and consultants

• Government agencies, regulators, courts, or law-enforcement authorities when required or permitted by law

We may also disclose information in connection with a merger, acquisition, financing, reorganization, sale of assets, or similar business transaction.

We do not disclose personal information to third parties simply in exchange for monetary payment. Certain advertising or analytics activities, however, may constitute a “sale,” “sharing,” or targeted advertising under applicable privacy laws.

 

15. Service Providers & Shopify Applications

Element Knife Company uses third-party applications and services to operate our Shopify store and business.

Our providers and applications may change over time as we add, remove, or replace business tools. Depending on the service, a provider may process personal information on our behalf or receive information necessary to provide its functionality.

Our current services may include Shopify and Shopify applications or integrations used for:

• Ecommerce and point-of-sale operations

• AI customer assistance

• Package protection and returns

• Product reviews

• Classes and events

• Gift registries and wish lists

• Forms

• Product notifications and preorders

• Search and product discovery

• Marketing and messaging

• Analytics and SEO

• Workflow automation

• Inventory, product, and barcode management

• Website development and technical maintenance

We limit disclosures to information reasonably necessary for the applicable business purpose and expect service providers to handle personal information in accordance with their contractual and legal obligations.

 

16. Data Retention

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including to:

• Fulfill transactions and provide services

• Maintain business and transaction records

• Provide customer support

• Maintain customer accounts

• Resolve disputes

• Prevent fraud and abuse

• Meet tax, accounting, legal, and regulatory requirements

• Enforce agreements and protect our legal rights

Retention periods vary depending on the type of information, the service involved, and applicable legal requirements.

Third-party service providers may maintain information according to their own retention requirements and privacy policies.

Physical service intake forms are generally retained for approximately 6 to 12 months and securely destroyed when they are no longer reasonably necessary for operational or recordkeeping purposes.

 

17. Security

We use reasonable administrative, technical, and organizational safeguards designed to protect personal information.

However, no internet transmission, electronic storage system, website, or service can be guaranteed to be completely secure. Customers should take reasonable precautions to protect account credentials and other personal information.

If you believe your interaction with Element Knife Company or your customer account has been compromised, please contact us.

 

18. Your Privacy Rights

Depending on where you live and applicable law, you may have rights concerning your personal information, including the right to:

• Request access to personal information we maintain about you

• Request correction of inaccurate personal information

• Request deletion of certain personal information

• Obtain a portable copy of certain personal information

• Opt out of certain targeted advertising

• Opt out of certain sales or sharing of personal information

• Withdraw consent where processing is based on consent

• Appeal certain decisions regarding a privacy request where applicable

These rights are subject to applicable exceptions and legal requirements.

To submit a privacy request, contact us at support@elementknife.com.

We may need to verify your identity before processing a request. Where permitted by law, an authorized agent may submit certain requests on your behalf, subject to appropriate verification.

We will not discriminate against you for exercising privacy rights provided by applicable law.

 

19. Colorado Residents

Colorado residents may have rights under the Colorado Privacy Act, when applicable, including rights to access, correct, delete, and obtain a portable copy of certain personal data, as well as rights to opt out of certain targeted advertising, sales of personal data, and certain forms of profiling.

Colorado residents may submit applicable requests by contacting us at support@elementknife.com or by using privacy controls made available on our Site.

If we deny an applicable privacy request, you may have the right to appeal that decision. Instructions for submitting an appeal will be provided with our response when required by law.

 

20. California Residents

California residents may have additional rights under applicable California privacy laws, including rights to know or access certain personal information, request correction or deletion, and opt out of certain sales or sharing of personal information.

Applicable requests may be submitted using the contact information provided in this Privacy Policy or through privacy controls made available on our Site.

We do not discriminate against customers for exercising rights provided by applicable privacy law.

 

21. Children

Our Site and services are intended for a general audience and are not directed to children under 13.

We do not knowingly collect personal information from children under 13. If you are a parent or guardian and believe a child has provided personal information to us, please contact us so that we can review and, where appropriate, delete the information.

 

22. Third-Party Websites & Services

Our Site may contain links to websites or services operated by third parties.

Element Knife Company does not control the privacy practices of third-party websites or services. When you leave our Site or interact directly with another provider, that provider's privacy policy and terms may apply.

We encourage customers to review the privacy policies of third-party services they choose to use.

 

23. Do Not Track & Privacy Preference Signals

Some browsers provide “Do Not Track” settings. Because there is not a universally accepted standard governing all Do Not Track signals, our Site may not respond to traditional Do Not Track settings in every circumstance.

Where required by applicable law and supported by our systems, we may recognize legally applicable browser-based or universal opt-out preference signals.

You may also use privacy and cookie controls available through our Site to manage applicable preferences.

 

24. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes to our business practices, technology, service providers, legal requirements, or other operational needs.

When we update this Privacy Policy, we will revise the “Last Updated” date at the top of this page. Material changes may be communicated through additional notice when appropriate or required by law.

 

25. Contact Us

For questions about this Privacy Policy or our privacy practices, or to submit an applicable privacy request, please contact:

Element Knife Company
1701 Platte St., Ste 171
Denver, CO 80202
United States

Email: support@elementknife.com