Pexo Labs LLC ("Pexo Labs," "we," "our," or "us") respects the privacy of every individual who visits our website, creates an account, or places an order through pexolabs.com. This Privacy Policy explains what personal information we collect, how we use it, how we protect it, and your rights regarding that information.
By accessing or using our website, creating an account, or making a purchase, you agree to the terms of this Privacy Policy. If you do not agree, please discontinue use of our website immediately.
1. Information We Collect
We collect information in two categories: information you provide to us directly, and information collected automatically when you visit our website.
1.1 Information You Provide
When you create an account, place an order, or interact with our website, you may provide the following information:
- Account Information: first name, last name, username, email address, phone number, gender, and date of birth.
- Billing and Shipping Addresses: collected when you place an order through our store in order to process and deliver your purchase.
- Order Information: order numbers, items purchased, quantities, order dates, shipment dates, delivery dates, and order status.
- Communications: any messages, inquiries, or correspondence you send to us through our contact form, email, or any other communication channel.
- Affiliate Applications: if you apply for our affiliate program, we collect the information provided in your application, including your name, email, website, social media handles, and promotional methods.
- Membership Information: if you subscribe to a membership plan, we collect information related to your subscription tier, billing cycle, and membership status.
1.2 Payment Information
Pexo Labs does not store, retain, or have access to your full credit card numbers, debit card numbers, expiration dates, or CVV/security codes. When you provide payment information at checkout, your payment method is tokenized through our payment processor. Tokenization replaces your sensitive payment data with a unique, encrypted token that allows future transactions to be processed without storing your actual card details. This token is stored securely and cannot be used to retrieve your original payment information.
1.3 Password Security
Account passwords are fully encrypted using industry-standard hashing algorithms. Pexo Labs does not have access to, and cannot view, retrieve, or decrypt your password at any time. If you lose access to your account, a password reset will be required.
1.4 Information Collected Automatically
When you visit our website, certain information is collected automatically through cookies, analytics tools, and server logs. This includes:
- IP Address: your Internet Protocol address, which may indicate your general geographic location.
- Browser Information: the type and version of the web browser you are using.
- Device Information: the type of device, operating system, and screen resolution used to access our website.
- Pages Visited: the specific pages on our website that you view, the duration of each visit, and the order in which pages are accessed.
- Referral Source: the website or link that directed you to our website.
- Cookies and Tracking Technologies: small data files placed on your device to recognize returning visitors, maintain session states, and analyze site usage. See Section 6 for more details.
1.5 Address Autocomplete
To make entering your address faster and more accurate at checkout, our address fields use the Google Places service to suggest matching addresses as you type. When you use this feature, the characters you type into the address field are sent to Google to generate suggestions. Google processes this information under its own privacy policy, available at policies.google.com/privacy. No payment or account information is shared with Google through this feature, and you can ignore the suggestions and type your address manually at any time.
1.6 AI-Assisted Support Chat
Our website offers a support chat that is powered in part by an artificial intelligence assistant. When you use the chat, the messages you send, any details you choose to include in them, and basic session information (such as the page you were on and the time of the conversation) are collected so that we can respond to your request. Conversations may be reviewed by our support team, and are used to answer your questions, improve the accuracy and usefulness of the assistant, and identify common issues. Please do not share payment card numbers or other sensitive financial information in the chat. Chat transcripts are retained for thirty (30) days and then deleted, as described in Section 5.
2. How We Use Your Information
The information we collect is used for the following purposes:
- Account Management: to create and maintain your account, authenticate your identity, and provide access to your order history, rewards points, membership status, and account settings.
- Order Processing: to process, fulfill, ship, and deliver your orders, and to send order confirmation and shipping notification emails.
- Payment Processing: to authorize and process payments securely through our payment processor using tokenized payment methods.
- Customer Support: to respond to your inquiries, resolve issues, and provide assistance regarding your account or orders.
- Rewards and Membership Programs: to manage your rewards points balance, membership tier, store credits, and related program benefits.
- Affiliate Program: to process and manage affiliate applications, track referrals, and calculate commissions.
- Marketing Communications: with your consent, to send you promotional emails, text messages, and browser or app push notifications about new products, restocks, offers, and membership benefits, as described in Section 4.
- Website Improvement: to analyze usage patterns, improve website functionality, optimize user experience, and identify technical issues.
- Security: to detect, prevent, and address fraud, unauthorized access, and other security threats.
- Legal Compliance: to comply with applicable laws, regulations, legal processes, or governmental requests.
3. Information We Do Not Sell or Share
Pexo Labs does not sell, rent, lease, trade, or otherwise share your personal information with third parties for their marketing purposes under any circumstances. Your data is not provided to advertisers, data brokers, or any external entities for commercial gain.
We will only disclose your information in the following limited circumstances:
- Service Providers: we may share limited information with trusted third-party service providers who assist us in operating our website, processing payments, shipping orders, analyzing website performance, providing address suggestions at checkout (Google Places), operating our AI-assisted support chat, or delivering the marketing emails, text messages, and push notifications you have opted into (our email and SMS marketing platform). These providers are contractually obligated to use your information solely for the services they provide to us and are required to maintain its confidentiality.
- Legal Requirements: we may disclose your information if required to do so by law, court order, subpoena, or other legal process, or if we believe in good faith that disclosure is necessary to protect our rights, your safety, or the safety of others.
- Business Transfers: in the event of a merger, acquisition, or sale of all or a portion of our assets, your personal information may be transferred as part of that transaction. You will be notified of any such change in ownership or control of your information.
4. Marketing Communications
We send marketing communications only to people who have asked for them. You can opt in through the signup form or popup on our website, at checkout, or when creating an account. Consent is never a condition of purchase, and you can withdraw it at any time. We do not use your information for marketing unless you have opted in, and we do not sell or share your contact details or opt-in data with third parties for their own marketing purposes.
4.1 Email
If you subscribe, we will email you about new compounds, restocks, promotions, and membership benefits. Every marketing email includes an unsubscribe link; using it stops marketing email immediately, though you will still receive transactional emails such as order confirmations, shipping notifications, and account notices. We record the date, time, and source of your subscription as evidence of consent.
4.2 Text Messages (SMS)
If you provide your mobile number and check the SMS consent box, you agree to receive recurring automated marketing text messages from Pexo Labs at that number, such as restock alerts and limited-time offers. Consent is not a condition of any purchase. Message frequency varies. Message and data rates may apply. Reply STOP to any message to unsubscribe, or HELP for help; you may also contact us at support@pexolabs.com. We record the date, time, IP address, and source of your SMS opt-in. Mobile information and SMS opt-in data are used only to send the messages you requested and will not be shared with or sold to third parties or affiliates for marketing or promotional purposes.
4.3 Push Notifications
If you allow notifications in your browser or after adding our site to your device's home screen, we may send push notifications about restocks and offers. Push subscriptions are tied to your browser or device rather than your name, and we do not link them to your account unless you also sign in or subscribe by email. You can turn notifications off at any time in your browser or device settings, which ends them immediately.
4.4 How We Use Your Preferences
We may use your purchase history, membership tier, and browsing activity on our site to make these communications more relevant, for example by telling you when a product you viewed is back in stock. We do not use this information to send communications on behalf of anyone other than Pexo Labs.
5. Data Retention
We retain your personal information for as long as your account remains active or as necessary to provide you with our services. Specifically:
- Account Data: retained for as long as your account exists. You can delete your account at any time from the Profile tab of your account dashboard; your account and profile information are removed immediately, and any remaining personal data is removed within 30 days, except where retention is required by law (for example, order and transaction records).
- Order Records: retained for a minimum of five (5) years for accounting, tax, and legal compliance purposes.
- Communication Records: retained for as long as necessary to resolve ongoing matters, and for a reasonable period thereafter.
- Support Chat Transcripts: conversations with our AI-assisted support chat are retained for thirty (30) days from the date of the conversation and then permanently deleted, unless a longer period is needed to resolve an open support request or is required by law.
- Analytical Data: aggregated and anonymized analytical data may be retained indefinitely as it cannot be used to identify any individual.
6. Cookies and Tracking Technologies
Our website uses cookies and similar tracking technologies to enhance your browsing experience and analyze website usage.
6.1 Types of Cookies We Use
- Essential Cookies: required for the basic functioning of our website, including maintaining your session, managing your shopping cart, and processing checkout. These cookies cannot be disabled without affecting site functionality.
- Analytical Cookies: used to collect information about how visitors interact with our website, including which pages are visited most frequently, time spent on each page, and any error messages encountered. This data is used to improve website performance and user experience.
- Functional Cookies: used to remember your preferences, such as login status, language settings, and age verification status.
6.2 Managing Cookies
Most web browsers allow you to manage cookie preferences through their settings. You can block or delete cookies at any time. Keep in mind that disabling essential cookies may affect your ability to use certain features of our website, including the shopping cart and checkout.
7. Data Security
We implement industry-standard technical and organizational measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. These measures include:
- SSL/TLS encryption on all pages of our website to secure data transmitted between your browser and our servers.
- Encrypted password storage using secure hashing algorithms.
- Payment tokenization to prevent storage of sensitive payment card data.
- Restricted access to personal information, limited to authorized personnel who require it to perform their duties.
- Server-level security measures including firewalls, intrusion detection, and regular security updates.
No method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security. That said, we make every reasonable effort to protect your data using the measures described above.
8. Your Rights
Depending on your jurisdiction, you may have the following rights regarding your personal information:
- Right to Access: you may request a copy of the personal information we hold about you.
- Right to Correction: you may request that we correct any inaccurate or incomplete personal information.
- Right to Deletion: you may delete your account yourself at any time from the Profile tab of your account dashboard at pexolabs.com/my-account/settings/, or request that we delete your personal information, subject to our legal retention obligations.
- Right to Data Portability: you may request that we provide your personal information in a structured, commonly used, machine-readable format.
- Right to Withdraw Consent: where processing is based on your consent, you may withdraw that consent at any time without affecting the lawfulness of processing carried out before withdrawal.
- Right to Opt Out: you may opt out of marketing communications at any time: use the unsubscribe link in any marketing email, reply STOP to any text message, turn off notifications in your browser or device settings, or contact us directly. See Section 4.
To exercise any of these rights other than self-service account deletion, please contact us at support@pexolabs.com. We will respond to your request within 30 days.
9. Children's Privacy
Our website and products are not intended for individuals under the age of 21. We do not knowingly collect personal information from anyone under the age of 21. If we become aware that we have collected personal information from an individual under the age of 21, we will take immediate steps to delete that information from our records. If you believe a minor has provided us with personal information, please contact us at support@pexolabs.com.
10. Third-Party Links
Our website may contain links to third-party websites, services, or platforms that are not operated or controlled by Pexo Labs. We are not responsible for the privacy practices or content of these external sites. We encourage you to review the privacy policies of any third-party website you visit before providing any personal information.
11. California Residents (CCPA)
If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA), including the right to know what personal information we collect, the right to request deletion, and the right to opt out of the sale of personal information. As stated in this policy, Pexo Labs does not sell your personal information. To make a request under the CCPA, please contact us at support@pexolabs.com.
12. Changes to This Policy
Pexo Labs reserves the right to update or modify this Privacy Policy at any time. When changes are made, the "Last updated" date at the top of this page will be revised accordingly. Continued use of our website following any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically for the latest information on our privacy practices.
13. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us at:
Pexo Labs LLC
505 Ellicott St., Buffalo, NY 14203
United States
support@pexolabs.com
