Privacy policy

Thank you for choosing Feilario. We value your trust and are committed to protecting your personal information. This Privacy Policy explains how we—Feilario, a U.S.-based luggage brand specializing in durable, travel-ready suitcases—collect, use, and safeguard your data when you visit or make a purchase at www.feilario.com. It also outlines your rights regarding that information.

1. Who We Are

  • Company Name: Feilario (“we,” “us,” or “our”)

  • Website: www.feilario.com

  • Business Address: Room 201, No. 76-765 Fenghuang North Road, Tianhe District, Guangzhou, Guangdong Province, 510800, China (official headquarters)

  • U.S. Distribution Center: 30963 San Benito St., Hayward, CA 94544-7936

  • Customer Service Email: service@feilario.com

  • Customer Service Phone: (+1) 276-439-0108 (Monday–Friday, 9:00 AM–6:00 PM Pacific Time)

We ship exclusively to customers in the contiguous 48 U.S. states. This policy applies only to data collected through our website or customer service channels; it does not cover data you provide to any third-party retailers where our products may be sold.

2. What Information We Collect

When you shop for Feilario luggage and accessories, we collect only the information necessary to process your order, deliver your suitcase, communicate with you effectively, and improve your shopping experience. Specifically:

  1. Order & Shipping Details

    • Full name, billing and shipping address, phone number, and email address

    • Order history (products purchased, order date, payment method)

    • Any notes or special instructions you leave regarding delivery, such as “Leave at back door” or “Signature required.”

  2. Payment Information

    • We do not store full credit-card details on our servers. Payment data (card number, expiration date, CVV) is encrypted and processed securely via our payment processors (e.g., Stripe, PayPal, Amazon Pay). We only retain transaction references needed for refunds or billing inquiries.

  3. Online Behavior & Preferences

    • Cookies & Tracking: We use session cookies and persistent cookies to remember your shopping cart, language preferences, and login status. We also use Google Analytics and Facebook Pixel to understand which luggage models you browse, so we can recommend relevant travel-gear updates (e.g., telling you when we restock a popular carry-on).

    • Device & Browser Info: General device data (browser type, operating system, screen resolution, approximate location) and your on-site navigation (pages visited, time spent, items clicked). This information helps us spot and fix any performance issues (e.g., slow loading of product pages) and improve our overall site usability.

  4. Customer Support Communications

    • Any details you share when you email or call our customer-support team (e.g., questions about TSA-approved locks, issues with a broken wheel, or requests for warranty repairs). We keep a record of these interactions to ensure consistent follow-up and to improve our after-sales support.

  5. Customer Reviews & User-Generated Content

    • When you leave a review (including photos) for your Feilario luggage on our site—via our review provider Loox—you consent to Feilario using that material in marketing (social media posts, email campaigns). If you change your mind, email service@feilario.com and we will remove your review from promotional channels as soon as possible.

3. How We Use Your Information

We use the data we collect for the following purposes:

  1. Order Fulfillment & Shipping

    • Process your purchase, prepare and ship your suitcase from our U.S. warehouse, and coordinate with UPS/FedEx/USPS/Amazon Shipping to ensure timely delivery.

    • Send order confirmations, shipping notifications (with tracking numbers), and delivery updates (e.g., “Your Feilario carry-on has shipped” or “Out for delivery today”).

  2. Customer Experience & Support

    • Respond to customer inquiries about our luggage features (e.g., dimensions, airline compliance), initiate returns or warranty claims, and offer troubleshooting steps for minor issues (e.g., “How to reset your TSA-approved lock”).

    • Improve product development and website navigation based on your feedback (for instance, if multiple customers report that the interior divider zipper is too stiff, we will work with our factory to adjust the design).

  3. Personalization & Product Recommendations

    • Use browsing behavior (e.g., which suitcase colors or sizes you view most often) to suggest complementary travel accessories—such as packing cubes, travel pillow sets, or RFID-blocking travel wallets—via targeted email or on-site pop-ups.

    • Send you order-specific offers like “Upgrade to a 3-piece luggage set and save 10%” if you add only a carry-on to your cart.

  4. Marketing & Promotional Communications

    • With your explicit consent (for example, if you check “Subscribe to newsletter”), we send occasional emails about:

      • New Feilario product launches (e.g., our new hardshell spinner with built-in charging ports)

      • Limited-time sales (e.g., “Pre-Memorial Day Sale: Save 15% on checked-size suitcases”)

      • Travel tips and packing hacks (e.g., “How to pack efficiently for a 2-week trip using only a carry-on”)

    • You can opt out of marketing emails at any time by clicking the “unsubscribe” link at the bottom of any Feilario email.

  5. Analytics & Site Improvement

    • Aggregate, anonymize, and examine usage patterns (e.g., which product pages have the highest bounce rate) to optimize site performance, reduce page-load time, and refine our product catalog.

    • Identify and fix any site errors (e.g., broken “Add to Cart” buttons on certain browser versions).

  6. Fraud Prevention & Compliance

    • Verify billing and shipping addresses to reduce the risk of fraudulent transactions (for example, if an order’s billing address does not match the credit-card address).

    • Cooperate with law enforcement or regulatory requests when required (for instance, if a court orders disclosure of certain information in connection with a criminal investigation).

4. Cookies & Tracking Technologies

We use cookies, web beacons, and similar tracking technologies for the following reasons:

  • Essential Cookies: Enable core website functionality (e.g., keeping items in your shopping cart as you browse). Disabling these may prevent you from completing a purchase.

  • Performance & Analytics Cookies:

    • We work with Google Analytics to measure user engagement (e.g., time spent on our bestseller “Feilario 26-Inch Hardside Spinner”) and identify popular traffic sources (search engines, social media).

    • We also use Facebook Pixel to track conversions from our Facebook and Instagram ads (e.g., if you click our “New – Featherweight Carry-On! 10% Off Today” ad and complete a purchase).

  • Marketing & Advertising Cookies: Allow us (and our advertising partners) to show you relevant promotions—such as “15% off entire site—Today only” banners—based on your previous visits.

  • How to Manage Cookies: Most browsers let you block or delete cookies via their settings. However, if you block all cookies, some site features (shopping cart, account login) may not work properly.

5. Third-Party Services & Data Sharing

We share your information only with trusted service providers, strictly on a need-to-know basis, and under contractual agreements requiring them to protect your data:

  1. Payment Processors (e.g., Stripe, PayPal, Amazon Pay)

    • They receive encrypted payment information to process transactions. Feilario never stores your full credit-card number.

  2. Shipping & Fulfillment Partners (e.g., UPS, FedEx, USPS, Amazon Shipping)

    • They receive your name, shipping address, phone number, and order details to deliver your luggage.

  3. Review Platform (e.g., Loox)

    • If you leave a review, Loox will collect and store your rating, comments, and any photos you upload. You grant Loox (and Feilario) a license to display your review on our site and in marketing materials.

  4. Email & SMS Marketing (e.g., Mailchimp, Klaviyo)

    • We use these platforms to send order confirmations, shipping updates, and promotional newsletters. You can unsubscribe at any time.

  5. Customer Service & Live Chat (e.g., Gorgias, Zendesk)

    • If you initiate a support request via live chat or email, your name, email address, and the content of your message are shared with our support software to ensure prompt, personalized assistance.

  6. Analytics & Advertising Partners

    • We share aggregated, anonymized data with Google (Analytics) and Facebook (Pixel) to measure ad performance and site traffic trends. We do not share personally identifiable information (PII) with these partners.

6. Use of Customer Reviews

By submitting a product review (including text, photos, or videos) on our website:

  • You agree that Feilario—and our review provider, Loox—may store and display your content across Feilario’s digital and offline marketing channels (e.g., product pages, social media ads, email campaigns).

  • We may edit your submission for clarity, length, or grammar, but we will not materially alter the substance of your feedback.

  • If you would like us to remove your review from our promotional materials, please email service@feilario.com with “Remove Review” and your order number; we will honor your request within 5 business days.

7. Data Security

We use industry-standard security measures to protect your personal data:

  • All data transmissions occur over SSL/TLS so that your information (login credentials, payment details) is encrypted in transit.

  • Access to customer information is restricted to authorized Feilario employees and our trusted service providers who require the data to perform their duties (e.g., shipping providers, payment processors).

  • We regularly review and update our security practices—such as firewalls, intrusion detection, and vulnerability scanning—to maintain appropriate administrative, technical, and physical safeguards.

Despite these efforts, no method of data transmission or storage can be 100% secure. If we detect a breach that compromises your personal data, we will notify you and relevant authorities as required by law.

8. Your Privacy Rights

8.1 U.S. Residents (Including California)

  • Under laws such as the California Consumer Privacy Act (CCPA), you may have the right to:

    • Know what personal data we collect, use, disclose, and sell. (Note: Feilario does not sell personal information to third parties.)

    • Access the specific pieces of personal information we hold about you.

    • Request Deletion of your personal information from our systems (subject to certain exceptions, e.g., if we must retain it for legal or tax purposes).

    • Opt-Out of Marketing Communications at any time (via the “unsubscribe” link or by contacting service@feilario.com).

  • To exercise any of these rights—or if you believe we are not handling your data in accordance with applicable law—email service@feilario.com or write us at:

    Feilario Privacy Office
    30963 San Benito St.
    Hayward, CA 94544-7936
    USA

8.2 EU & Other International Visitors

  • Although we primarily serve U.S. customers, we may process orders placed by non-U.S. residents. When we collect, store, or transfer your personal data outside your home country, we rely on:

    • Standard Contractual Clauses (for data transferred from the EU to the U.S.), or

    • Other mechanisms permitted by applicable law to ensure adequate data protection.

  • You may have the right to:

    • Access, correct, or delete your personal information.

    • Object to or restrict certain processing activities (e.g., direct marketing).

    • Request data portability.

  • To make such a request, please email service@feilario.com and specify that you are requesting to exercise “GDPR Data Rights.” We will respond within 30 days of receiving your request, in accordance with GDPR requirements.

9. Children’s Privacy

Feilario does not knowingly collect personal information from children under 16 without parental consent. If we learn that we have inadvertently gathered information from a child under 16, we will delete it as soon as possible. If you believe a minor has provided personal data to us, please contact service@feilario.com.

10. Data Retention

We retain your personal information only as long as necessary to:

  1. Fulfill the purposes described in this Privacy Policy (e.g., complete your order, provide warranty service)

  2. Comply with legal obligations (e.g., tax records, dispute resolution)

  3. Enforce our agreements (e.g., anti-fraud measures)

Unless you request deletion under Section 8, we generally keep order-related data (including email correspondence, shipping and billing addresses) for up to 5 years. Anonymized analytics data (for site performance tracking) may be retained indefinitely.

11. Changes to This Policy

We may update this Privacy Policy to reflect changes in our business practices or to comply with new regulations. Whenever we make significant changes, we will:

  • Post the revised date at the top of this page

  • Provide notice on our website (for example, via a banner on the homepage)

  • Email registered users if the changes materially affect your privacy rights or the way we use your data

We encourage you to check this page periodically for the latest information about our privacy practices.

12. “Do Not Sell or Share My Personal Information”

Feilario does not sell your personal information to third-party marketers. If you wish to opt out of any potential future sharing of personal data for cross-context behavioral advertising, please email service@feilario.com with the subject line: “Do Not Sell My Info.”

13. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data-handling practices, you can reach us at:

Email: service@feilario.com

Mailing Address:
Feilario Privacy Office
30963 San Benito St.
Hayward, CA 94544-7936
USA

—Thank you for trusting Feilario with your personal information. We are committed to earning and maintaining that trust every day.