Privacy Policy

LUGGAGE FORWARD PRIVACY POLICY
Last Updated: February 3, 2026

Luggage Forward, LLC and its affiliated brands (“Luggage Forward,” “we,” “us,” or “our”), respect your privacy. This Privacy Policy explains who we are, what personal information we collect, how we use and share it, and what rights you may have under applicable privacy laws.

This Privacy Policy applies to individuals who:

  • Use our shipping and logistics services (“Services”);
  • Visit our websites (including www.luggageforward.com) (“Websites”);
  • Participate in loyalty or discount programs;
  • Interact with us through customer service, marketing, SMS/phone, or recruitment; and
  • Provide reviews, feedback, or other user-generated content.

This Privacy Policy does not apply to third parties we do not own or control.

  1. Who We Are

Luggage Forward, LLC is a Delaware company headquartered at 3827 Lafayette St., Denver, CO 80205, operating globally to provide door-to-door luggage and personal effects shipping.

  1. Chart of Data Categories, Sources, Purposes, and Disclosures

We maintain a Privacy Center with a chart describing:

  • Categories of personal information we collect;
  • Sources of information;
  • Purposes for use;
  • Third-party disclosures.

This chart supplements this Privacy Policy and satisfies obligations under GDPR and U.S. state privacy laws.

  1. Personal Information We Collect
  • Booking & Services: name, contact details, payment data, shipping addresses, shipment details and other information pertinent to fulfilling our Services. We may collect this information directly from you via our Websites or phone, or may be provided some or all of this information through a third party facilitating the booking.
  • Websites: account details, demographics, preferences, technical info (e.g. browser type, device type, date and time stamp of clicks and web visits).
  • Loyalty & Discounts: membership status, transaction history, rewards/points.
  • Communications: emails, calls, SMS (subject to TCPA compliance).
  • Recruitment: resumes, references, work history, diversity information, background checks where permitted.
  • User-Generated Content: free-text reviews, feedback, or social posts (which may incidentally include PII).
  • Camp Shipments and Minor-Related Information. In connection with shipments to summer camps, schools, or similar programs (“Camp Shipments”) we may process limited personal information relating to minors only where such information is provided by a parent, legal guardian, or an authorized program administrator for the sole purpose of facilitating logistics and delivery. Such information may include a unique identifier, session or program code, cabin or unit designation, or destination address. We do not require or intentionally collect sensitive personal information about minors, such as dates of birth, precise ages, photographs, or government-issued identifiers. We encourage the use of unique identifiers or codes rather than full names wherever practicable.
  1. How We Use Personal Information

We use information to:

  • Deliver and manage Services;
  • Operate loyalty/discount programs;
  • Process payments and shipments;
  • Provide customer service and communicate with you;
  • Send SMS and autodialed calls with consent (TCPA compliance, opt-out available);
  • Improve Websites and Services (including AI analytics of reviews);
  • Conduct fraud detection, cybersecurity monitoring, and product development;
  • Comply with legal obligations and law enforcement requests.
  • Facilitate logistics services for group, institutional, organizational, or program-based shipments (including, for example, shipments associated with camps, schools, teams, events, or similar programs), which may involve sorting, routing, tracking, and delivery coordination using session identifiers, group codes, shipment references, or other non-descriptive labels, and coordinating with authorized program administrators or their designated representatives.
  1. Use of AI Tools

We may use third-party AI tools (only GDPR-compliant / ISO 27001 vendors) to analyze unstructured customer content such as reviews. To minimize risk, we:

  • Apply automated filters to scrub email addresses, phone numbers, or other identifiers;
  • Disclose this practice in this Policy;
  • Restrict vendors contractually under a Data Processing Addendum (DPA);
  • Prohibit vendor secondary use of data.
  1. Sharing Personal Information

We may share with:

  • Subsidiaries/affiliates;
  • Service providers (carriers, payment processors, IT, marketing, recruitment);
  • Law enforcement or regulators when required;
  • Buyers in M&A transactions;
  • Your consented third parties.

For Camp Shipments, we may share limited shipment information with administrators, authorized program staff, and logistics partners strictly as necessary to complete delivery and return services. Such disclosures are limited to operational needs and are subject to contractual confidentiality and data protection obligations.

We do not sell personal information for monetary value. Some U.S. state laws may define limited targeted advertising as “sale” or “sharing.” You may opt out as described below.

  1. Cookies & Targeted Advertising

We use cookies and similar tech. Options to manage your preferences or opt out:

  • Manage preferences via cookie banner or browser.
  • Opt-out of targeted advertising by reaching out to us at privacy@luggageforward.com.
  • Global Privacy Control (GPC) signals honored.

Cookies expire in 12 months. Raw cookie-level data retained up to 24 months. Aggregated, de-identified data may be retained longer for analytics.

  1. Retention of Information

We retain information only as long as needed for the purposes described or legal requirements. If no longer needed, data is deleted, anonymized, or securely archived.

  1. International Transfers
  • Our servers are U.S.-based; vendors may process globally.
  • We comply with: EU-U.S. Data Privacy Framework, UK Extension, Swiss-U.S. DPF, and Standard Contractual Clauses where needed.
  • FTC jurisdiction applies.
  • Individuals may access free dispute resolution via TRUSTe.
  • Binding arbitration rights available under DPF.
  1. Children’s Data
  • Our Services are not directed to children under 13 (or local minimum age). Our Services are intended for use by adults. We do not knowingly contract with children or permit children to create accounts. In limited circumstances, the Services may involve the shipment of personal property belonging to a minor (for example, in connection with group, institutional, organizational, or program-based shipments, including those associated with educational, recreational, athletic, or similar programs). In such cases, any information relating to a minor is provided by a parent, legal guardian, or an authorized representative of the applicable organization or program, and is processed solely for logistics, delivery, coordination, and return purposes.
  • We do not knowingly collect personal information directly from children under 13, and we do not use minor-related information for marketing, advertising, or profiling purposes. Parents or legal guardians who believe that information relating to a minor has been collected in error may request review or deletion by contacting privacy@luggageforward.com. We will take reasonable steps to promptly address such requests in accordance with applicable law.
  • Data Minimization and Labeling Practices: To reduce unnecessary exposure of personal information, we encourage the use of non-descriptive identifiers, such as shipment reference numbers, group or session codes, or similar internal identifiers, rather than full names or personal details, particularly on exterior shipping labels. Any demographic or classification information requested by a third-party organization or program should be limited to what is reasonably necessary for logistics or intake purposes and, where feasible, maintained within internal documentation rather than on shipment exteriors.
  1. Your Rights

Depending on where you live, you may have rights to:

  • Access, correct, or delete your personal information;
  • Withdraw consent;
  • Restrict or object to processing;
  • Port data;
  • Opt out of targeted advertising or “sales/sharing”;
  • Non-discrimination for exercising rights.

Exercising rights:

  • Via our Privacy Center; or
  • Email privacy@luggageforward.com.

Verification: We may require ID, sworn statements, or proof of authority for agents.

  1. TCPA Compliance (U.S. Residents)

By providing your number, you consent to receive SMS or calls about shipments, accounts, or promotions. Consent is not a condition of purchase. You can opt out anytime by replying STOP or contacting privacy@luggageforward.com. Message/data rates may apply.

  1. Security

We use technical and organizational measures, aligned with ISO 27001/NIST standards, including encryption, access controls, and regular security audits. Access to shipment information, including for Camp Shipments, is limited to personnel and service providers with a legitimate operational need and is subject to our access control and confidentiality standards.

  1. Updates

We may update this Privacy Policy. Material updates will be posted on our Websites with advance notice if legally required.

  1. Contact Us

Luggage Forward, LLC
3827 Lafayette St.
Denver, CO 80205
Email: privacy@luggageforward.com

Luggage Forward – Privacy Center: Data Categories Chart

Category of Personal Information Examples Source(s) Purpose(s) of Processing Disclosures / Recipients Retention
Identifiers Name, email, phone number, account ID, loyalty program ID Directly from customer; Affiliate partners; Loyalty program enrollment Provide and manage Services; booking and shipping; customer service; marketing (with consent); loyalty program administration Carriers and logistics partners; IT providers; CRM/email vendors Duration of customer relationship + up to 7 years for legal/tax purposes
Customer Records (as defined in CA Civ. Code § 1798.80(e)) Billing address, shipping address, payment card information (tokenized) Directly from customer Payment processing; shipment booking; fraud prevention Payment processors; carriers; customer support vendors Retained as required by tax/accounting (generally 7 years)
Commercial Information Shipment history, loyalty points, discounts used, affiliate referral codes Directly from customer; shipping vendors; Affiliate partners Provide and improve Services; loyalty & discount program management; analytics; marketing Affiliate partners (for referral validation); analytics vendors 3–7 years depending on program; aggregated data may be retained longer
Internet / Technical Data Browser/device type, cookies, session data, referral URLs Automatically from customer device/browser Operate and improve Websites; security/fraud detection; targeted advertising IT hosting providers; analytics vendors; advertising partners (for opt-in/opt-out advertising) Cookie-level data up to 14 months; aggregated data may be retained longer
Geolocation Data Derived from IP address or device (approximate) Automatically from customer device/browser Fraud prevention; analytics IT hosting providers; security vendors 14 months (raw); aggregated longer
Audio / Electronic Data Call recordings, SMS content Directly from customer during customer support interactions Customer service; TCPA-compliant communications; quality control Call center/telecom vendors Up to 3 years unless required longer
Professional / Employment Data For candidates: resume, work history, references, background checks Directly from candidate; recruitment agencies; referrals Recruitment, hiring, and HR management HR/recruitment vendors; background check providers (as legally permitted) Retained per employment law requirements (e.g., 2–7 years depending on jurisdiction)
User-Generated Content TrustPilot or other reviews, free-text survey responses, social media posts Directly from customer Service improvement; AI-powered theme analysis; marketing (with consent) AI/analytics vendors (under DPA); marketing teams 7 years (reviews kept longer if public/hosted on external platforms)
Sensitive Personal Information Government ID (for limited employment purposes); diversity info (voluntary) Directly from candidate Legal compliance (employment eligibility); diversity monitoring (voluntary, anonymized for reporting) HR/recruitment vendors; background check providers As required by employment law; diversity data anonymized/deleted after reporting

Notes for Customers

  • We do not sell personal information for monetary consideration. Certain U.S. state laws may treat some disclosures (e.g., to advertising partners) as “sales” or “sharing.” You may opt out via our Privacy Center.
  • We do not use or disclose sensitive personal information for purposes that California and other U.S. laws give you a right to limit.
  • Retention periods reflect typical legal, tax, or operational requirements. When information is no longer needed, we delete, anonymize, or archive it securely.