Privacy policy
Privacy Policy
Last updated: September 9, 2026
TrueHaven Memorials ("we", "us", "our") operates this online store and website to offer you a curated shopping experience for handcrafted urns and related products (the "Services"). Our store is hosted by Shopify, which provides the e-commerce platform that allows us to sell our products to you.
This Privacy Policy explains how we collect, use, and protect your personal information when you visit our website, place an order, or otherwise interact with us. By using our Services, you agree to the collection and use of information in accordance with this Policy.
We understand that many of our customers come to us during a difficult time. We treat the information you share with us accordingly.
1. Information We Collect
We collect different types of information in order to process your orders and improve your experience:
Contact details – such as your name, billing address, shipping address, email address, and phone number.
Order and payment information – such as products purchased, order value, payment method, and limited payment details (payments are processed securely by Shopify and third-party payment providers; we do not store your full card number).
Personalization and engraving information – if you order an engraved or personalized item, we collect the text you provide. This may include the name of a deceased person, dates, or a short message. We collect this only to produce your order and we do not use it for marketing, analytics, or any purpose other than fulfilling and supporting your order. See Section 8 for how long we keep it.
Account information – if you create an account, we may store your login details, preferences, and order history.
Communication information – any messages or details you send us by email, contact form, live chat, or text message (SMS).
Device and usage information – such as IP address, browser type, device type, pages visited, and how you interact with our site. This may be collected through cookies and similar technologies.
We collect this information directly from you when you provide it, automatically when you use the Services, and from Shopify and other service providers that help us operate our store.
2. How We Use Your Information
We use your personal information for the following purposes:
To process and fulfill your orders – including taking payment, providing invoices, producing engraved or personalized items, arranging shipping, and sending order and shipping confirmations.
To provide customer support – to respond to your questions, requests, or concerns by email, chat, or text message.
To operate and improve our website and Services – including troubleshooting, analytics, and improving how our store functions.
To send you updates and marketing communications – such as emails about new products, offers, or store updates, if you choose to receive them. You can unsubscribe at any time.
To prevent fraud and enhance security – to protect our store, our customers, and our business from fraudulent or unauthorized activity.
To comply with legal obligations – such as tax, accounting, and other regulatory requirements.
3. Text Messages (SMS)
You may contact us by text message at +1 732-708-4251 for order support, including sending engraving details. When you text us, we receive your phone number and the content of your message, and we use it only to respond to and process your request.
We do not send marketing or promotional text messages. If we introduce promotional messaging in future, we will ask for your separate express consent first, and you will be able to opt out at any time by replying STOP. Standard message and data rates from your carrier may apply.
4. Cookies, Analytics, and Advertising
We use cookies and similar technologies to remember your preferences, keep your cart updated, understand how visitors use our website, and improve our Services. Some cookies are necessary for the website to function, while others help with analytics and advertising.
We use the following categories of technology:
- Essential cookies – required for the cart, checkout, and security. These cannot be disabled.
- Analytics – including Shopify analytics and Google Analytics, to understand how our store is used.
- Advertising – including Google Ads and [CONFIRM: Meta Pixel / TikTok Pixel / Pinterest Tag — list only what you actually run], which may be used to show you our products on other websites and platforms.
You can control or delete cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our website.
Do Not Track and Global Privacy Control. We honor the Global Privacy Control (GPC) signal. If your browser or extension sends a GPC signal, we will treat it as a request to opt out of the sale or sharing of your personal information for targeted advertising.
Advertising to past customers. We do not knowingly continue to serve product advertising to customers after they have completed a purchase from us. If you believe you are receiving our advertising and would like it to stop, please contact us and we will act on your request.
5. How We Share Your Information
We do not sell your personal information for money.
We may share your information with:
Shopify – Our store is hosted on Shopify. They provide the e-commerce platform, payment processing, analytics, and other tools that help us run our store. You can read more about how Shopify uses your personal information here: https://www.shopify.com/legal/privacy
Payment processors – such as Shopify Payments, PayPal, and other providers that process your payments securely.
Shipping and fulfillment partners – such as USPS, DHL, FedEx, and other carriers that deliver your orders.
Engraving and production partners – where an order is personalized, we share the engraving text and order details needed to produce your item. These partners are permitted to use this information only to fulfill your order.
Google – we use Google Analytics, Google Ads, and Google Merchant Center (via a product feed application) to measure performance and advertise our products. Google may receive information about your visit and purchases.
Social and advertising platforms – [CONFIRM: Meta / Pinterest] may receive information about your visit if you have consented to advertising cookies.
Service providers – such as email service providers, analytics tools, review platforms, and marketing platforms that help us communicate with you and improve our Services.
Authorities or third parties – when required by law, to comply with legal obligations, or to protect our rights, property, or safety.
6. Relationship with Shopify
Because our store is hosted by Shopify, some of your personal information is processed directly by Shopify as an independent data controller. Shopify may use your information to provide and improve its services, including services provided to other merchants. To learn more, please visit: https://www.shopify.com/legal/privacy
Depending on where you live, you may also be able to manage certain data preferences through the Shopify privacy portal: https://privacy.shopify.com
7. Marketing Communications
If you subscribe to our newsletter or agree to receive marketing emails, we may send you information about new products, special offers, and updates about TrueHaven Memorials.
You can opt out of marketing emails at any time by clicking the "unsubscribe" link in the email or by contacting us at support@truehavenmemorials.com. We may still send you non-marketing messages, such as order confirmations or important notices about your account.
8. Security and Retention
We use reasonable technical and organizational measures to protect your personal information. However, no method of transmission or storage is 100% secure, and we cannot guarantee absolute security.
We retain personal information only for as long as necessary. Our general retention periods are:
| Type of information | How long we keep it |
|---|---|
| Order and transaction records | 7 years, to meet tax and accounting obligations |
| Engraving and personalization text | 12 months after delivery, then deleted |
| Customer support messages (email, chat, SMS) | 24 months |
| Marketing contact details | Until you unsubscribe, then suppressed to honor your opt-out |
| Website analytics data | Per the retention settings of the analytics provider |
We may retain information longer where required to resolve a dispute, enforce our agreements, or comply with a legal obligation.
9. Children's Privacy
Our Services are not directed to children. We do not knowingly collect personal information from anyone under 16.
We do not knowingly process the personal data of anyone aged 13 to 17 for the purposes of targeted advertising, the sale of personal data, or profiling.
If you believe a child has provided us with personal information, please contact us at support@truehavenmemorials.com, and we will take steps to delete such information as required by law.
10. Your Rights and Choices
Depending on where you live, you may have the right to:
- Access the personal information we hold about you
- Correct inaccurate personal information
- Request deletion of your personal information
- Obtain a portable copy of your personal information
- Opt out of targeted advertising and the sale or sharing of your personal information
- Opt out of profiling that produces legal or similarly significant effects
- Withdraw consent where we rely on consent
- Appeal a decision we make about your request
To exercise any of these rights, email us at support@truehavenmemorials.com with the subject line "Privacy Request." We will verify your identity, usually by confirming details of an order you placed, and respond within the time allowed by applicable law.
You will not be discriminated against for exercising any of these rights.
Appeals. If we decline your request, you may appeal by replying to our response. If your appeal is denied, you may contact your state Attorney General.
If you are in New Jersey, you may contact the New Jersey Division of Consumer Affairs.
11. Notice for California Residents
If you are a California resident, you have the rights described in Section 10 under the California Consumer Privacy Act, as amended.
In the past 12 months we have collected the categories of personal information described in Section 1, for the purposes described in Section 2, and disclosed them to the categories of recipients described in Section 5.
We do not sell personal information for money. However, our use of advertising cookies may constitute "sharing" for cross-context behavioral advertising under California law. You may opt out by disabling advertising cookies, by sending a Global Privacy Control signal, or by emailing us at support@truehavenmemorials.com.
We do not knowingly sell or share the personal information of consumers under 16.
12. Notice for Customers in the European Economic Area and United Kingdom
If you are located in the EEA or UK, the following applies.
Our lawful bases for processing:
| What we do | Lawful basis |
|---|---|
| Process and deliver your order, including engraving | Performance of a contract |
| Respond to your support requests | Performance of a contract, or legitimate interests |
| Send marketing emails | Your consent |
| Advertising and analytics cookies | Your consent |
| Keep tax and accounting records | Legal obligation |
| Prevent fraud and secure our store | Legitimate interests |
Your rights. In addition to the rights in Section 10, you have the right to object to processing based on legitimate interests, and the right to lodge a complaint with your local data protection supervisory authority.
International transfers. We are based in the United States, and your information will be transferred to and processed in the United States. Where required, these transfers are made under the European Commission's Standard Contractual Clauses, or the UK International Data Transfer Addendum, entered into with our service providers.
13. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or for other operational reasons. When we make changes, we will update the "Last updated" date at the top of this page. Your continued use of the Services after any changes means you accept the updated Policy.
14. Contact Us
If you have any questions about this Privacy Policy or how we handle your personal information, or if you would like to exercise your rights, please contact us:
Email: support@truehavenmemorials.com Phone: +1 732-708-4251 Hours: 9 am to 5 pm, Monday to Saturday (EST)