Privacy policy

Last updated: September 12, 2026

REYR Gear ("we", "us", "our") operates this website and store, including all related information, content, features, tools, products and services (the "Services"). We use Shopify to power our online store. This Privacy Policy explains how we collect, use, disclose and protect your personal information when you visit or use the Services, make a purchase, contact our support team, or otherwise communicate with us. If there is a conflict between this Privacy Policy and our Terms of Service, this Privacy Policy controls for anything related to personal information.

By using the Services you acknowledge that you have read and understood this Privacy Policy.

1. Personal Information We Collect

When we say "personal information" we mean information that identifies you or can reasonably be linked to you. This does not include anonymized or de-identified data.

Depending on how you interact with us, where you live, and what the law allows, we may collect or process the following:

  • Contact details such as name, billing address, shipping address, email address, phone number.

  • Financial and transaction information such as payment method, payment confirmation, transaction details, items purchased, returned, exchanged or canceled. Payment card data is processed by our payment processors.

  • Account information such as username, password, preferences and settings.

  • Order and shopping activity such as items viewed, added to cart or wishlist, purchase history.

  • Communications such as emails, text messages, website chat conversations, social media messages and comments, contact form submissions, and the notes our team keeps about your request.

  • Call audio and transcripts. If you call us, we may record the call and create a written transcript of it. See section 6.

  • Eligibility verification documents if you apply for a military, veteran, first responder or government discount. See section 9.

  • Warranty and claim information such as your description of the problem, photographs or video you send us, proof or approximate date of purchase, and the address we ship a repair or replacement to.

  • Device and usage information such as IP address, browser type, device identifiers, pages viewed, time and date of visits, and interactions with the Services, including recordings of on-page activity as described in section 5.

  • Inferences we may create about your preferences based on the above.

2. How We Collect Your Information

We collect personal information in these ways:

  • Directly from you when you place an order, create an account, call, text, chat or email us, submit a form, or send us a message on social media.

  • Automatically when you access the Services, through cookies, pixels and similar technologies.

  • From service providers that perform services for us (for example Shopify, payment processors, fulfillment and shipping providers, telephony providers, analytics providers).

  • From partners or other third parties where permitted.

3. How We Use Your Information

We use your personal information for the following purposes:

  1. To provide and operate the Services.

    • Process and fulfill orders

    • Arrange shipping, returns, warranty claims and repairs

    • Maintain your account

    • Remember your preferences

    • Improve and personalize your shopping experience

  2. To communicate with you and provide customer support.

    • Answer your questions by phone, text, email, chat or social media

    • Send service and transactional messages (order confirmations, shipping updates, policy changes)

    • Review and improve the quality of our support, including by reviewing recorded calls

    • Train our support team

  3. To verify eligibility for discounts that are limited to a particular group, such as our military and first responder program.

  4. To market and advertise.

    • Send you emails or other messages about our products and offers (where permitted)

    • Show you ads for our products on our site and on other sites, including based on your activity on our site

  5. To measure and improve the Services, including testing different versions of a page to see which works better, and understanding which content is used.

  6. To protect our business and users.

    • Prevent fraud and security incidents

    • Enforce our terms

    • Maintain the integrity of our systems

  7. To comply with law.

    • Respond to lawful requests

    • Keep required business records

4. Legal Bases for Processing (EEA/UK Visitors)

If you are in the European Economic Area or the United Kingdom we process your personal information on one or more of the following legal bases:

  • Contract - to perform a contract with you or to take steps at your request before entering into a contract (for example to process your order).

  • Consent - when you have given us consent, for example to place non essential cookies, to send certain marketing, or to record a call. You can withdraw your consent at any time.

  • Legitimate interests - to operate, improve and secure our Services, to prevent fraud, and to market our Services, provided your rights do not override those interests.

  • Legal obligation - to comply with laws, regulations and lawful requests.

5. Cookies, Tracking and Consent

We use cookies, pixels and similar technologies to run our store, keep you signed in, measure performance and show you relevant marketing. These include technologies operated by us and by the following kinds of partner:

  • Essential - Shopify, for the cart, checkout and sign-in, and our support chat window.

  • Analytics and measurement - Google Analytics.

  • Advertising - Meta (Facebook and Instagram), Google Ads and TikTok.

  • Email and messaging - Klaviyo.

  • Store features - our returns and shipping protection partner.

We do not use session-recording or session-replay tools on this store.

You can control cookies through your browser settings. Blocking essential cookies will stop the cart and checkout from working.

6. Phone Calls, Monitoring and Recording

We operate a customer support telephone line. Calls to and from that line may be monitored and recorded.

Notice before the call connects. When you call our support number you will hear an announcement before the call is answered: "This call may be monitored and recorded for quality assurance purposes." If we call you, you will hear the same announcement when you pick up. By continuing with the call after that announcement, you consent to being recorded.

What we record. When recording is active we record both sides of the conversation, beginning when the call is answered. Calls that are never answered are not recorded. Voicemail messages you leave are recorded.

Transcripts. We use an automated speech-recognition service to produce a written transcript of recorded calls and voicemail, so that our team can search, review and follow up on what was discussed. Transcripts are stored with the support record for your inquiry. See section 11 for how we use automated tools generally.

If you do not want to be recorded. Tell us at the start of the call and we will end it and continue by email or text message instead, or you can contact us at support@reyrgear.com or by replying to our text message. We will not treat you differently for declining.

How long we keep it. Call recordings are deleted automatically within twelve months. The transcript and the support record of your inquiry are kept as described in section 18.

Where it goes. Our telephony provider carries and stores the call. Our speech-recognition provider receives the audio in order to transcribe it. Both act for us under contract and may not use your call for their own purposes. See section 12.

7. Text Messaging (SMS/MMS)

We offer customer care text messaging so our support team can answer questions about your order, warranty claim, shipping, or product setup. You consent to receive text messages from REYR Gear when you text our published support number, enter your mobile number in a contact form on our site, or give us your number when you contact support. Consent is not a condition of purchase.

Message frequency varies. Message and data rates may apply. You can opt out at any time by replying STOP to any message; you will receive one confirmation text and no further messages. Reply HELP for help, or contact us at support@reyrgear.com.

We do not share your mobile phone number or your text-messaging opt-in consent with third parties or affiliates for their own marketing or promotional purposes. We may share this information with service providers who help us deliver customer support, such as our text-messaging provider, and only for that purpose. Text-messaging originator opt-in data and consent will not be shared with any third parties for any other purpose.

We keep a record of numbers that have opted out, so that we can honour the opt-out. That record is kept even if we delete other information about you.

8. Live Chat and Social Media Messages

Website chat. If you use the chat window on our site, we store the conversation, any contact details you give us in it, and context about the page you were on and the contents of your cart at the time, so that we can answer you properly and pick the conversation back up if you return. An automated assistant may answer first; you can ask for a person at any time, and our team can see the whole conversation. We store an identifier on your device so that you can return to an open conversation.

Social media. Where we operate a support channel on a social platform - and we will update this policy before we switch one on - a direct message or comment you send us on Instagram, Facebook, YouTube or a similar platform is received and stored by us, together with anything you attach to it, and your public profile information on that platform, such as your username, display name and profile picture, so that our support team can answer you from one place. We do not use this information for advertising, audience building or profiling, and we do not send automated or bulk messages through these channels.

Your use of those platforms is also governed by the platform's own privacy policy. We can only delete our copy of a message - the original stays in your account and in ours on that platform, and only the platform can remove it.

9. Eligibility Discounts - Military, First Responder and Government

We offer discounts to serving and former military personnel, first responders and government employees. To confirm eligibility we ask you to upload a document that evidences it - for example a military or government identification card, discharge paperwork, a veteran health identification card, or a first responder or department credential.

An automated tool reads the document. When you upload it, the image or file is sent to an artificial intelligence provider that reads it and reports whether it appears to support your claim, along with a confidence score. A member of our team reviews the result before any decision is made. If you would prefer a person to review your document without the automated step, or you disagree with a decision, email us at support@reyrgear.com and we will review it manually.

We delete the document quickly. The uploaded file is deleted from our systems as soon as your application is approved or declined, and in any event within seven days of upload, whether or not it has been reviewed.

What we keep afterwards. After the document is deleted we retain the record of the application itself - your name, email address, the type of discount requested, the decision, and the reasoning behind it - as a business record of the discount we granted.

Please redact or cover any information on the document that is not needed to show eligibility, such as a Social Security number or a full date of birth, before you upload it. We do not need it.

10. Warranty Claims and the Customer Portal

If you file a warranty claim or use our customer portal, we collect the information needed to handle the claim: your name and email address, the address we would ship a repair or replacement to, your description of the problem, any photographs or video you send, and information about the original purchase.

We sign you in to the portal using a link sent to your email address rather than a password. We record the time, IP address and browser of portal sessions for security. When you request a shipping label, we share the necessary name and address information with our shipping carrier.

If you use the address autocomplete in the claim form, what you type into the address field is sent to Google's address lookup service to produce suggestions.

11. Automated Processing and Artificial Intelligence

We use artificial intelligence tools to help our small support team work faster. We would rather list them than leave you to guess:

  • Transcription - converting recorded calls and voicemail into text (section 6).

  • Translation - translating a message that reaches us in another language so that our team can read and answer it.

  • Summaries - condensing a long email or chat thread so an agent can catch up on it.

  • Suggested replies - drafting a reply for an agent, which a person reads, edits and decides whether to send. Replies we send you by email, text and social media are sent by a person.

  • Website chat - answering common questions directly in the chat window on our site. You can ask for a person at any time.

  • Eligibility verification - reading discount eligibility documents (section 9).

These tools are operated by third-party providers under contract with us. Your information is not used to train their models, and they may not use it for their own purposes.

Other than the website chat assistant, no automated system sends you a message on its own. Where an automated step contributes to a decision about you, such as discount eligibility, a person reviews that decision, and you can ask us to review it again by emailing support@reyrgear.com.

12. How We Disclose Personal Information

We may disclose personal information in these situations:

  • Service providers and Shopify. We share information with Shopify and with vendors that help us provide the Services. They may only use your information to perform services for us. The main categories are:

    • Store platform and payments - Shopify and our payment processors

    • Hosting, storage and infrastructure - our hosting and file-storage providers

    • Shipping and fulfillment - our carriers and warehouse partners, and our returns and shipping protection partner

    • Email, text messaging and telephony - our email delivery provider, our messaging and telephony provider, and our email platform

    • Artificial intelligence providers - the transcription, translation and drafting services described in section 11

    • Analytics and advertising - the providers listed in section 5

    • Social platforms - where you contact us through them

  • Business and marketing partners. We may share limited information so we can run ads, measure performance and improve marketing. These partners will use the information according to their own privacy notices.

  • At your direction or with your consent. For example to fulfill an order to a specific address or when you use social media plug ins.

  • Within our group or in a business transfer. If we reorganize or sell our business your information may transfer as part of that transaction.

  • For legal reasons. We may disclose information to comply with law, to respond to lawful requests, or to protect our rights and those of others.

We do not sell personal information for money. Some US state privacy laws define "selling" and "sharing" broadly enough to include the use of advertising and analytics technologies described in section 5, and we treat our use of those technologies as "sharing" for cross-context behavioral advertising under those laws. You can opt out at any time - see section 15.

We will list our specific service providers on request. Email support@reyrgear.com.

13. Relationship With Shopify

Our store is hosted on Shopify. Shopify collects, uses and shares some personal information in order to power this store and to provide enhanced services to us and to you. In some cases Shopify will be responsible for that processing and will handle your requests directly. To learn more about how Shopify processes personal information and to exercise rights that relate to Shopify's processing, visit Shopify's privacy pages and portals.

14. International Transfers

We are based in the United States and we use service providers in several countries. This means your personal information may be transferred to and processed in a country that has different data protection laws than the country you live in.

When we transfer personal information from the EEA or the UK to a country that does not have an adequacy decision we rely on one of the following:

  • the EU-US Data Privacy Framework or UK extension, if the recipient is certified

  • the European Commission Standard Contractual Clauses or UK equivalents

  • another lawful transfer mechanism

You can contact us if you want more information about these safeguards.

15. Your Rights and Choices

Depending on where you live you may have some or all of the following rights:

  • Right to know and access the personal information we hold about you

  • Right to request deletion

  • Right to request correction

  • Right to data portability

  • Right to object or to request restriction (EEA/UK)

  • Right to withdraw consent where we rely on consent

  • Right to opt out of targeted advertising, or of the "sale" or "sharing" of your personal information

  • Right to limit the use of sensitive personal information

  • Right not to be discriminated against for exercising any of these rights

You can make a request by emailing us at support@reyrgear.com. We may need to verify your identity before acting on your request. We will not discriminate against you for exercising your rights.

If you visit our site with a browser that sends a recognized opt out preference signal (for example Global Privacy Control) we will treat that signal as a request to opt out for that browser or device where applicable.

You can also unsubscribe from marketing emails by using the link in those emails, and from text messages by replying STOP. We may still send you non marketing emails or texts about your orders, your account or a support request you started.

If you are in the EEA or UK you also have the right to lodge a complaint with your local data protection authority.

16. Children's Data

Our Services are not intended for children and we do not knowingly collect personal information from children under the age of majority in your location. If you believe a child has provided us personal information, contact us and we will delete it.

17. EU/UK Representative

If and when we appoint an EU or UK representative for data protection matters we will update this Privacy Policy with their contact details.

18. Security and Retention

We use reasonable technical and organizational measures to protect personal information. Access credentials and access tokens are encrypted at rest, and information is transmitted over encrypted connections. Access to our systems is limited to people who need it. No method of transmission or storage is 100% secure so we cannot guarantee absolute security.

We keep personal information for as long as we need it to provide the Services, to comply with law, to resolve disputes and to enforce our agreements. Some categories have a specific limit:

  • Eligibility verification documents - deleted on decision, and within seven days of upload in any event (section 9).

  • Call and voicemail recordings - deleted within twelve months (section 6).

  • Order and financial records - kept as long as tax and accounting law requires.

  • Text-message opt-out records - kept indefinitely, so that we continue to honour your opt-out.

Support conversations, including transcripts of recorded calls, are kept as business records of your dealings with us. You can ask us to delete them - see section 15.

19. Third Party Sites

Our Services may link to sites or services that we do not operate. This Privacy Policy does not apply to those sites. You should review their privacy policies.

20. Changes to This Policy

We may update this Privacy Policy from time to time. If we make material changes we will post the new policy on this page and update the "Last updated" date.

21. Contact Us

If you have questions about this Privacy Policy or want to exercise your rights, contact us at:

REYR Gear LLC
9457 South 670 West
Sandy, UT 84070
United States
Email: support@reyrgear.com

We are the data controller for the personal information we collect through the Services.