Privacy Policy

The information we receive directly from you depends on the action you take. Browsing products requires less information than completing checkout, requesting a return, or asking us to confirm whether a replacement component matches your device.

Information you may provide includes:

• Name and contact details.
• Billing and shipping information entered during checkout.
• Products, quantities, and product options included in an order.
• Messages sent to customer support.
• Order numbers, tracking references, and delivery information.
• Device or tank model names supplied for compatibility questions.
• Resistance, capacity, connection type, or other technical specifications you provide.
• Photos of products, packaging, labels, or damaged components sent during an after-sales request.
• Information connected with returns, exchanges, refunds, or missing items.

We encourage customers to provide only the information that is relevant to the request.

Many products sold by KIVELOLAB are intended for particular hardware families or configurations. Compatibility can depend on details such as resistance, pod capacity, coil construction, tank dimensions, MTL or DTL format, or 510 and 810 connection standards.

If you ask for help before ordering, we may review the device or tank model, the accessory you are considering, and the technical information you provide. This helps us understand whether the listed product information appears relevant to your setup.

Support conversations may refer to compatible product families listed in the store, including replacement pod, coil, glass, drip tip, protector, and adapter products.

When an order is placed, we use order information to identify the purchased products, prepare fulfillment, communicate order updates, manage shipping, and provide support if a problem occurs.

Order records may contain:

• Products and quantities purchased.
• Selected specifications or options.
• Order value, discounts, shipping charges, and transaction status.
• Billing and delivery details.
• Payment confirmation or status information provided by the payment service.
• Fulfillment, carrier, and tracking information.
• Customer service notes related to the transaction.

Payment-card details are generally processed through the payment provider used at checkout. The payment provider may process additional payment and security information according to its own systems and privacy practices.

Online orders may be reviewed by automated or manual systems designed to reduce payment fraud, unauthorized transactions, account misuse, or other suspicious activity.

These checks may consider information such as IP address, device details, transaction status, billing and shipping consistency, order patterns, or signals supplied by payment and fraud-prevention providers.

Fraud screening is separate from product compatibility support. Information used to assess a transaction is not used to decide which resistance, pod format, tank glass, drip tip, or adapter is technically suitable for a customer.

Shipping an order requires information to be shared with the services responsible for fulfillment and delivery. This may include the recipient name, shipping address, contact details, parcel information, and tracking references.

For international shipments, relevant information may also be processed by carriers, postal services, customs authorities, or logistics partners when necessary to move a parcel through the delivery network.

If a parcel is delayed, damaged, marked as delivered but cannot be located, or appears incomplete, we may use shipment records and the information you provide to investigate the issue.

Messages sent to [email protected] may be retained with relevant order or product information so our team can follow the history of a request.

Support records may involve:

• Pod or coil compatibility questions.
• Differences between resistance or capacity options.
• Questions about MTL and DTL configurations.
• 510 or 810 connection compatibility.
• Replacement glass, drip tip, protector, or adapter selection.
• Incorrect products or pack quantities.
• Products damaged during shipment.
• Missing items, exchanges, returns, or refund requests.

Keeping the relevant support history helps avoid asking customers to repeatedly provide the same order or product information.

Some information is generated automatically when a browser loads or interacts with the storefront. This type of information is commonly used to keep the site working, maintain shopping sessions, identify errors, measure performance, and protect against suspicious activity.

Depending on the tools active on the storefront, technical information may include:

• IP address and approximate geographic region.
• Browser, device type, and operating system.
• Language, time zone, and screen-related information.
• Referring source or previous page.
• Pages and product categories viewed.
• Search, navigation, cart, and checkout interactions.
• Cookie or session identifiers.
• Performance, error, and security logs.

Cookies and related technologies can support functions such as remembering cart contents, maintaining a checkout session, saving preferences, reducing repeated actions, and supporting security.

Additional cookies or similar identifiers may be used for analytics, store-performance measurement, or advertising when those functions are enabled.

Browser settings can usually be used to delete or restrict cookies. Disabling essential or session-related cookies may affect cart, checkout, or preference functions.

Aggregated or pseudonymous browsing information may be reviewed to understand how customers use the store and where the shopping experience can be improved.

For KIVELOLAB, this may include reviewing whether visitors can easily find accessories by compatible series, whether resistance and capacity information is clear, whether product pages work well on mobile devices, and whether customers are able to move efficiently between related product types.

Analytics may also help identify broken pages, slow-loading content, checkout errors, unusual traffic patterns, or navigation problems.

Where marketing or campaign-measurement tools are used, information about visits or purchases may be processed to understand whether advertising or referral activity resulted in meaningful storefront interactions.

Cookies or similar identifiers may be involved in this process depending on the tools enabled. Advertising and analytics providers may handle information under their own privacy practices and may provide their own settings or opt-out controls.

Vaping-related accessories can be subject to age restrictions, carrier limitations, import rules, or other destination-specific requirements. Where a transaction requires an age, eligibility, or regulatory check, information necessary for that process may be handled by the relevant storefront feature or service provider.

The type of information required can vary according to destination, checkout configuration, applicable requirements, and the service used to complete the verification.

Customer information may be shared with service providers when that information is needed to perform a specific store or order-related function.

Depending on the services used by KIVELOLAB, this may include:

• Storefront and hosting providers.
• Payment processors and payment-security services.
• Warehouse and order-fulfillment services.
• Couriers, postal services, and logistics providers.
• Fraud-prevention and security providers.
• Analytics and performance tools.
• Customer-service and email systems.
• Marketing technology providers where relevant.
• Authorities or professional advisers when disclosure is reasonably required.

We aim to limit shared information to what is relevant to the service being performed. A delivery carrier needs shipping information, for example, but ordinarily does not need the details of a compatibility discussion about a particular coil resistance.

Cross-border e-commerce often involves infrastructure and service providers located in more than one country. Hosting, payment processing, logistics, analytics, customer support, or security services may therefore process information in locations outside the country where the customer lives.

Where this occurs, the information involved depends on the service being provided and the systems used for the transaction or storefront operation.

Information may be used to support the following activities:

• Maintaining storefront and shopping-cart functions.
• Processing and reviewing orders.
• Confirming payment and supporting fraud checks.
• Preparing and shipping purchased items.
• Sending order, shipping, or support communications.
• Answering product specification and compatibility questions.
• Investigating damaged, missing, incomplete, or incorrect shipments.
• Handling exchanges, returns, and refunds.
• Detecting technical problems or security concerns.
• Improving product presentation and store navigation.
• Maintaining appropriate transaction and customer-service records.

Ordinary product and order support generally does not require highly sensitive personal information.

For most compatibility questions, product and hardware details are sufficient.

Accurate information helps prevent shipping and communication problems. An incorrect email address may prevent order updates from reaching you, while an incomplete shipping address can contribute to delivery delays or failed delivery attempts.

If information associated with an order or support request needs correction, contact us as soon as practical. Some completed transaction records may need to remain unchanged for accounting, payment, dispute, or recordkeeping purposes.

Information is not necessarily retained for the same period in every system. Order records may be kept for accounting, transaction history, chargeback handling, dispute resolution, or customer support. Customer-service conversations may be retained to preserve relevant request history. Security and technical logs may follow different retention schedules.

When information is no longer reasonably needed, it may be deleted, anonymized, or handled according to the retention process of the relevant system or provider.

Administrative and technical safeguards may be used to reduce the risk of unauthorized access, misuse, alteration, or loss of storefront information. Measures can include access controls, payment-provider security, platform protections, security monitoring, and restricted access to systems where appropriate.

Online transmission and storage cannot be guaranteed to be completely risk-free. Customers should protect their own email accounts, passwords, and payment credentials and avoid sending confidential login information through ordinary email.

Depending on your location and the requirements that apply, you may be able to request access to personal information, correction of inaccurate information, deletion, restriction, objection, portability, or additional information about certain processing activities.

Some information may need to be retained where it remains necessary for transaction records, fraud prevention, dispute handling, security, accounting, or other permitted purposes.

Privacy requests can be sent to [email protected]. Please describe the request clearly enough for us to identify the relevant information. We may need to verify information associated with the request before taking action.

If promotional emails or similar marketing communications are offered and you choose to receive them, the relevant contact information may be used for that purpose.

Promotional communications are separate from transactional messages such as order confirmations, shipping updates, payment notices, return communications, or replies to support requests.

Where an unsubscribe option is provided in a promotional message, it can be used to stop future marketing communications through that channel.

Browsers and devices may provide privacy controls such as cookie settings, tracking restrictions, or Do Not Track signals. Different storefront, analytics, and advertising technologies may interpret these signals differently.

You can use browser and device controls, together with settings made available by relevant service providers, to manage certain types of cookies or tracking.

Some functions used during shopping or checkout may depend on third-party services, including payment gateways, logistics systems, analytics tools, or other technical integrations.

When you interact directly with one of those services, the provider may process information under its own privacy practices. This page describes how information is handled in connection with KIVELOLAB's storefront and customer-support activities and does not replace privacy information supplied independently by those providers.

Storefront tools, payment methods, delivery arrangements, customer-support workflows, analytics systems, and privacy requirements can change over time. We may revise this page when those changes materially affect the way information is handled or when additional clarification is useful.

The revision date at the top of this page identifies the current version.

For questions about personal information connected with an order, compatibility request, delivery issue, return, refund, or other interaction with KIVELOLAB, contact [email protected].

When contacting us, provide enough information to identify the relevant request, but avoid sending passwords, full payment-card details, or unrelated sensitive information by email.