Privacy Policy
Our privacy promise, in plain language
We collect the information needed to sell you gear, ship it, and support you afterward. We never sell your personal information. We share it only with the service providers and partners described below, and each of them is limited in what they may do with it. Questions any time: reach us through our Contact Us page.
What information do we collect?
When you place an order or create an account, we ask for your name, email address, shipping and billing addresses, and phone number. If you subscribe to our newsletter, ask our staff a question, or leave a product review, we keep a record of that along with your email address. If you use the chat assistant on our site, we keep the chat transcript so we can follow up and improve support. Our web servers and security services also log technical details about your visit, such as your IP address, browser type, and the pages you view.
Payments and financing
Card, PayPal, Google Pay, Apple Pay, and Venmo payments are processed by PayPal's payment platform. Your full card number goes directly to the payment processor; we never see or store it. If you choose financing through Affirm or Acima, you apply with them directly and their own privacy policies and credit decisions apply.
How do we use your information?
We use your information to process and ship orders, provide customer service, run your rewards account, send order updates and (if you have opted in) news and offers, personalize product recommendations, prevent fraud and abuse, and improve our website.
Who do we share information with?
We share personal information only with providers that help us operate the store, and only what each one needs:
- Payments and financing — PayPal (card, PayPal, Google Pay, Apple Pay, and Venmo processing), Affirm, and Acima.
- Shipping — carriers such as UPS, FedEx, and USPS receive your name, address, phone number, and email address to deliver your order and send you delivery notifications.
- Email delivery — Amazon Web Services (Amazon SES) delivers our order and marketing emails.
- Analytics — Google Analytics measures how the site is used, including some purchase events our own servers report to Google. IP addresses are handled per Google's analytics policies. We also use Microsoft Clarity to see how the site is used in aggregate (heatmaps and session replays); anything you type into forms is masked in those replays.
- Advertising — we use Google Ads and Microsoft Advertising to show ads, including remarketing to previous visitors, and we share limited data with them as described in the cookies and rewards sections below. You can opt out of personalized advertising at any time (see "Your choices").
- Chat assistant — messages you type into our chat are processed by Anthropic, our AI provider, to generate replies. Please don't type card numbers or other sensitive details into chat; our team never needs them there.
- Security and delivery — Cloudflare sits in front of our site to block attacks and speed up pages, and processes visit data such as IP addresses to do that.
Every provider above is contractually limited to using your data to provide services to us. We do not sell your personal information, and we do not share it with unrelated third parties for their own marketing.
Rewards program and member benefits on Google
Our rewards program (Gear Bucks / Guitar Bucks) is free to join and tied to your store account: we track your orders and points balance to credit and redeem rewards. So that Google can show you your member pricing and benefits when you see our products on Google, we may share member email addresses with Google in hashed (scrambled) form. Google uses them only to recognize members who are signed in to Google, does not share them with other advertisers, and cannot read the original addresses from the hash. If you'd like your rewards membership excluded from this matching, contact us through our Contact Us page and we'll remove you from the shared lists while keeping your rewards intact.
Referrals
If you share your personal referral link, we record the connection between your account and your friend's first order so both rewards can be credited. If you use an email-a-friend feature, we send that address a one-time invitation and do not add it to any mailing list.
Marketplace orders
If you buy from us on eBay or Reverb, we receive your order and shipping details from that marketplace to fulfill your order. The marketplace's own privacy policy governs your data there.
Cookies and analytics
We use cookies to keep you signed in, remember your cart, measure the site with Google Analytics, and support the advertising described above. Your browser's settings let you block or delete cookies (checkout requires them to function). To opt out of Google Analytics entirely, you can install Google's opt-out browser add-on; to control ad personalization, visit Google's Ad Settings.
Your choices and your rights
You can unsubscribe from marketing email using the link in any message or by contacting us. You can review and update your account information by signing in. You may also ask us to show you, correct, or delete the personal information we hold about you, or to exclude you from advertising audiences and rewards matching — contact us and we will honor the request, whether or not a specific privacy law requires it, keeping only what we must retain for completed orders (see below). We treat California privacy rights requests this way for all customers.
How long do we keep information?
We keep order records as long as bookkeeping, tax, warranty-support, and fraud-prevention obligations require. Account data is kept while your account is active; chat transcripts and support records are kept as long as they're useful for serving you, then removed.
Children
Our store is not directed to children under 13, and we do not knowingly collect personal information from them.
Security
All pages and checkout run over encrypted connections (HTTPS). Access to customer data is limited to staff and systems that need it, and we review our security practices regularly.
YouTube API Services
Our organization uses YouTube API Services to publish our own product videos to our official YouTube channels. Use of YouTube API Services is subject to the YouTube Terms of Service and the Google Privacy Policy. Our tools access only our own channel accounts: they do not access, collect, or store any YouTube user data from visitors of this website. Any authorized access to our YouTube accounts can be revoked at any time via Google security settings.
Law enforcement and legal requests
If ordered by a court of competent jurisdiction, we may provide information about you to law enforcement or other government agencies. We evaluate any request that arrives without a court order case by case before releasing anything.
Changes to this policy
When our practices change, we update this page and change the date below. Significant changes to how we share data will also be announced to affected customers by email.
Last updated: August 19, 2026