Privacy Policy

Last updated: October 27, 2026

This Privacy Policy explains what personal information Heat Ember collects when you visit heatember.com or place an order, how we use it, who receives it, how long we keep it, and the choices and rights you have. Heat Ember, 3800 US Highway 98 North, Lakeland, FL 33809, United States, is responsible for your personal information. Privacy questions and requests: support@heatember.com with "Privacy request" in the subject line; we reply within 2 business days, Monday to Friday, 9:00 AM–5:00 PM ET.

1. Information we collect

When you order: your name, shipping and billing address, email, phone number, the items and amounts, and the payment type (for cards, the last four digits only). If you create an account: the same plus an encrypted password and order history. When you contact us: your emails, photos sent for a claim, and room details given for product advice. When you leave a review: your first name and what you post. When you browse: your IP address, browser, device, pages viewed and referring site, collected through cookies and similar technologies. We don't collect sensitive information such as government identifiers, health information or precise location, and we don't need it.

2. How we use it

To process and deliver your order; to handle returns, claims and your questions; to prevent fraud; to keep the tax and accounting records the law requires; to run and secure the website; and, with your consent, to measure which pages work and to show you our products after a visit.

3. Who receives it

Shopify, which hosts the store, accounts and checkout as our processor; the payment providers shown at checkout, which process payment details independently (we see only the payment type, last four digits and result); our fulfillment center and carriers (USPS, UPS, FedEx or similar) for delivery and notifications; our returns center in the United Kingdom, which receives your name and order number for an approved return; our email and SMS tools; and, with your consent, analytics and advertising platforms. We also disclose information where the law requires it, to prevent fraud, and in a sale or reorganization of the business, where this policy continues to apply. Some providers and team members are outside the United States, including in the United Kingdom, under contracts that require the same level of protection. We never sell personal information for money.

4. Cookies and advertising

Necessary cookies run the cart, checkout and security and can't be switched off. Analytics cookies tell us which pages are visited; advertising cookies and pixels let advertising platforms show you our products after a visit and measure whether an ad led to a purchase. Analytics and advertising cookies are set only with your consent through the banner on your first visit; change or withdraw it in the cookie settings in the site footer or by deleting cookies in your browser. Where your state's law treats sharing browsing data with advertising platforms as a "sale" or "sharing" of personal information or as targeted advertising, you can opt out through the "Do not sell or share my personal information" option in the site footer or by turning on the Global Privacy Control signal in your browser, which we honor automatically.

5. Email and text messages

Order confirmations, shipping updates and replies to your emails are part of the service. Marketing emails are sent only if you opted in, and every one has an unsubscribe link that works within 10 business days as the CAN-SPAM Act requires (in practice, immediately). Texts are sent only with your separate express consent, as the TCPA requires; reply STOP to end them; message and data rates may apply. Consent to marketing is never a condition of buying.

6. How long we keep it

Order records 7 years for tax and accounting; account details until you delete the account or after 3 years without use; correspondence 3 years after the last message, with room details deleted with the thread; reviews until you ask us to remove them; analytics and advertising data up to 26 months; your marketing opt-out for as long as needed to honor it.

7. Your rights

Whatever state you live in, you can ask us to tell you what information we hold about you, correct it, delete it, give you a copy in a portable format, and stop using it for marketing or targeted advertising. Residents of California (CCPA/CPRA), Virginia, Colorado, Connecticut, Utah, Texas, Oregon, Montana, Iowa, Delaware, New Hampshire, New Jersey, Nebraska, Tennessee, Minnesota, Maryland and other states with comprehensive privacy laws have these rights in law, and we apply them to everyone. Email us from the address you used with us; where needed we'll ask for an order number to verify your identity, and we respond within 45 days. We never treat you differently for exercising a right, and an authorized agent may act for you with your written permission. Where your state's law provides for it, you can appeal a decision on your request by replying to our response. Records we must keep for tax, accounting or fraud prevention are retained after a deletion request, and we'll tell you what we've kept and why.

Under the California CCPA, in the preceding 12 months we have collected the categories listed in section 1 and have "shared" device and browsing data with advertising platforms for cross-context behavioral advertising; we have not sold personal information and have no actual knowledge of selling or sharing the information of consumers under 16.

8. Florida residents

The Florida Information Protection Act requires us to take reasonable measures to protect your personal information and to notify you, and where required the Florida Department of Legal Affairs, of a breach of security affecting your personal information within 30 days of discovery. The Florida Deceptive and Unfair Trade Practices Act protects you against misleading privacy statements; everything on this page is what we actually do.

9. Children

Our store is for adults. We don't knowingly collect personal information from anyone under 18, and never from children under 13 as defined by COPPA. If you believe a minor has given us information, email us and we'll delete it.

10. Security

We use encrypted connections, limit access to staff who need it, let the payment provider handle card data so we never hold it, and review who has access to what. If a breach puts your information at risk, we notify you and the relevant authorities as the law of your state requires.

11. Changes

We may update this policy as our services or the law change. The current version is always on this page with the date at the top; material changes to how we use information already collected will be announced on the site or by email before they take effect.

12. Contact

Heat Ember 3800 US Highway 98 North, Lakeland, FL 33809, United States support@heatember.com Monday to Friday, 9:00 AM–5:00 PM ET · Saturday and Sunday closed · Replies within 2 business days