Privacy policy

Last updated March 27, 2026

Lock and Grain (“L&G,” “we,” “our”) respects your privacy. This policy explains how we collect, use, and protect your information when you interact with us online, place an order, or contact support.

Information We Collect. We collect the following information directly from you when you interact with us:

  • Contact details and preferences (name, email, phone, address)
  • Order and payment details (processed securely by Shopify, PayPal, or other providers)
  • Product, assembly, return, warranty, or service information you choose to share, including photos, videos, reviews, support tickets, or return requests
  • We may also collect limited technical data (IP address, device/browser type, usage patterns) through cookies to improve website performance.

How We Use Your Information. We use your information to:

  • Process and fulfill your orders
  • Provide support and warranty services
  • Communicate order updates, promotions, or product information (you can opt out anytime)
  • Improve our website, customer experience, service quality and accuracy
  • Meet legal, tax, and accounting requirements

Support and Order Communications. When you interact with us through web forms, email, SMS, phone calls, or video consultations, we may collect information such as your contact details, order information, product selections, and communications history. This information is retained to provide support, track orders, resolve issues, and improve service quality.

Sharing Your Information. We share information only as necessary with:

  • Service providers (e.g. payment processors, shipping carriers, internal IT/marketing tools)
  • Legal authorities, if required by law
  • WE DO NOT SELL YOUR PERSONAL INFORMATION.

Data Retention. We retain order and communication records, including phone calls, emails, video meetings, and website session recordings, for purposes such as training, quality assurance, support, warranty service, dispute resolution, usability improvement, and marketing analysis. These records may be stored within our systems or by trusted service providers. Order data, including change requests, shipping instructions, and cancellations, may also be retained to meet accounting, tracking, and legal requirements. We retain records only as long as reasonably necessary for these business purposes, subject to legal and contractual obligations.

Security. We use reasonable safeguards to protect your data. No system is 100% secure, but we work with trusted providers to minimize risk.

Business Transfers. In the event of a merger, acquisition, financing, or sale of company assets, your personal information may be transferred to another entity as part of that transaction. We will require any successor entity to respect this Privacy Policy.

Image and Content Use. If you submit photos, videos, reviews, or other content to L&G (for example, through support tickets, warranty claims, or by tagging us on social media), you grant us a non-exclusive right to use that content for business purposes such as customer support, training, marketing, and product education. We will not sell your content or use it in ways unrelated to L&G products without your consent.

Your Choices and Cookies. You have control over how we use your personal information:

  • Marketing Communications: You can unsubscribe from promotional emails or texts at any time by following the instructions in the message or by contacting us directly. We may still send you service-related messages (e.g., order updates, warranty notices). For SMS/text messages, you may also reply STOP as described in our Mobile Terms.
  • Access and Deletion Requests: Where required by law, you may request a copy of, correction to, or deletion of your personal information. We will review and respond to such requests in line with applicable law and business obligations (such as tax, warranty, and accounting requirements).
  • Cookies and Tracking: We use cookies, analytics tools, and session replay technology to personalize your experience, improve our website, and measure marketing effectiveness. You can adjust your browser settings to refuse cookies or to notify you when cookies are being placed. Disabling cookies may limit certain features of our website.

California and Other U.S. State Privacy Rights. If you are a resident of California (or another state with similar privacy laws), you may have specific rights regarding your personal information, including:

  • The right to know what personal information we collect and how we use it.
  • The right to request a copy of your personal information.
  • The right to request deletion of your personal information. We will review and respond to such requests in accordance with applicable law, subject to business and legal obligations (such as tax or warranty requirements).
  • The right to opt out of the sale or sharing of your personal information. We do not sell personal information.
  • The right not to be discriminated against for exercising these rights.

To exercise these rights, contact us at support@lockandgrain.com.com or 1-866-996-6309. We may ask you to verify your identity before fulfilling your request.

International Customers. Our business is based in the United States and this Privacy Policy is written to comply with U.S. law. If you access our services from outside the United States, you may have privacy rights under the laws of your home country that are different from those described here. We will comply with mandatory legal requirements where they apply, but we do not voluntarily extend international privacy regimes unless required. If you are not comfortable with this, please discontinue use of our websites, products, or services.

Changes to This Policy. We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we do, we will update the “Last Updated” date at the top of this page. Significant changes may also be communicated through our website or by direct notice where required by law. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.

Children’s Data. Our products and services are not directed to children under 13, and we do not knowingly collect personal information from children. If we become aware that we have collected such information, we will take steps to delete it.

Contact Us. For questions about this policy or your data rights, contact:

Lock & Grain
1423 Burley Ave, Tyrone, PA 16686
Email: support@lockandgrain.com