1. Who we are and when this policy applies
FULFILLMENT HUB USA LLC ("FHU," "we," "us," or "our") is a Florida limited liability company headquartered at 3450 NW 115th Ave, Doral, Florida 33178. We provide logistics, warehousing, fulfillment, freight coordination, returns, and related services.
This policy applies to our public websites, the FHU Portal app for iPhone (see section 12), quote and contact forms, business communications, and other interactions that link to it. It covers visitors and inquiries worldwide. When we process order or shipment data solely for a business customer, we generally act on that customer's instructions; the customer's privacy notice may also apply.
2. Notice at collection
At or before collection, we may collect the categories below for the stated purposes. We retain each category only for as long as reasonably necessary for the purpose collected, our customer relationship, legal and accounting duties, dispute resolution, security, and documented business-record requirements.
- Identifiers and contact details: name, business name, email, phone number, postal address, account identifiers, and similar details used to respond, provide services, maintain records, and secure accounts.
- Commercial and logistics information: quote requests, service interests, contracts, orders, products, shipment details, recipient information, returns, invoices, and transaction history used to quote, fulfill, support, bill, and improve services.
- Communications: messages, call or meeting details, form responses, support records, preferences, and feedback used to communicate, resolve requests, and maintain business records.
- Internet and device information: IP address, browser, device, referral source, page interactions, cookie identifiers, and general location derived from IP, used for security, operation, analytics, consented advertising measurement, and site improvement.
- Professional information: company, role, and business relationship used for business-to-business communications and service delivery.
- Sensitive information: collected only when necessary and permitted, such as account credentials, payment-related records handled through authorized providers, or identification required by law. Do not send sensitive information through ordinary website forms unless requested through an approved secure process.
We do not sell personal information for money. Optional advertising or measurement cookies may constitute "sharing" or targeted advertising under some state laws. You may decline those cookies, reopen Privacy Choices in the footer, enable Global Privacy Control, or contact us to opt out.
3. Sources and purposes
We obtain information directly from you; from our customers when they provide recipient, order, or shipment data; automatically from your browser after applicable consent; from service providers and integration partners; and from lawful public or business sources.
- Respond to inquiries, prepare quotes, onboard customers, and perform contracted services.
- Operate warehouses, coordinate freight and parcel shipments, process returns, provide support, and maintain customer records.
- Authenticate users, detect abuse, prevent fraud, secure systems, and troubleshoot service issues.
- Process billing, accounting, legal, compliance, insurance, and tax records.
- Measure website performance and, only after consent where required, evaluate advertising effectiveness.
- Comply with law, enforce agreements, protect rights and safety, and complete corporate transactions subject to appropriate safeguards.
4. Service providers and disclosures
We disclose information only as reasonably necessary to service providers, professional advisers, carriers, warehouse and technology partners, payment and accounting providers, authorities, or transaction counterparties. Providers may include Cloudflare, HubSpot, analytics and consent tools, form providers, DocuSign, mapping providers, communications providers, and logistics systems actually used for the interaction.
Service providers are expected to use information only for contracted services, security, legal compliance, or other disclosed purposes. We may also disclose information when required by law, to protect people or property, or in connection with a merger, financing, acquisition, or sale subject to appropriate confidentiality and notice requirements.
6. SMS privacy and consent
Providing a phone number, requesting a quote, accepting website terms, or continuing to use the site does not by itself enroll you in recurring SMS messages. Enrollment requires a separate, optional, unchecked consent action that identifies Fulfillment Hub USA and the expected program.
If you opt in, messages may include freight quote or shipment updates and occasional promotional offers. Consent is not a condition of purchase. Message frequency varies and message and data rates may apply. Reply STOP to end recurring program messages or HELP for assistance. We may send one confirmation that an opt-out was processed. See our SMS Program Terms for complete terms.
7. Retention and security
Retention depends on the type of information, the duration of the relationship, operational need, consent status, contractual requirements, limitation periods, and legal, accounting, tax, insurance, and security duties. We delete or de-identify information when it is no longer reasonably required, subject to lawful backup and record-retention cycles.
We use reasonable administrative, technical, and physical safeguards appropriate to the nature of the information. No website, transmission, or storage system is completely secure, and we cannot guarantee absolute security.
8. International visitors and transfers
Our operations and primary systems are based in the United States. If you interact with us from another country, your information may be transferred to and processed in the United States and other locations where our contracted providers operate. We use contractual and operational safeguards appropriate to the transfer and applicable law.
9. Your privacy rights
Subject to verification and applicable exceptions, we extend the following core choices to U.S. consumers: access, correction, deletion, portability, opt-out of sale or sharing and targeted advertising, withdrawal of consent, and freedom from discriminatory treatment for exercising a right.
Submit a request by emailing Info@fulfillmenthubusa.com with the subject "Privacy Request" or calling +1 786-622-1102. Tell us your state and the right you wish to exercise. We will verify the request proportionately and may direct you to the relevant customer when we process data only on that customer's behalf. Authorized agents must provide proof of authority.
If we deny a request, email the same address with the subject "Privacy Appeal" within 60 days and explain why the decision should be reconsidered. We will respond within the period required by applicable law and explain any further complaint options.
10. California, Florida, and Delaware notices
- California: The Notice at Collection above describes categories, purposes, retention criteria, and whether information is sold or shared. California residents may request access to categories and specific pieces, correction, deletion, and portability, and may opt out of sale or sharing and limit certain sensitive-information uses where applicable. We honor applicable Global Privacy Control signals. We do not discriminate for exercising these rights.
- Florida: Where the Florida Digital Bill of Rights applies, Florida consumers may exercise applicable access, correction, deletion, portability, opt-out, consent-withdrawal, and appeal rights. We do not sell sensitive or biometric data and do not post a notice claiming that we do.
- Delaware: Delaware residents may confirm processing, access, correct, delete, obtain a portable copy, and opt out of targeted advertising, sale, and qualifying profiling. They may appeal a denied request using the process above. Our policy identifies the data categories, purposes, recipient categories, and request methods required for online privacy notices.
These disclosures do not state that every law applies to every interaction. If another state provides additional mandatory rights, we will honor them where applicable.
11. Children
Our business services and website are not directed to children under 13, and we do not knowingly collect their personal information. Contact us if you believe a child has provided information so we can investigate and take appropriate action.
12. The FHU Portal app for iPhone
This section explains how the FHU Portal app for iPhone (the "app") handles personal information. The rest of this policy also applies to the app.
- Signing in: You sign in with your email address and password. The app keeps a sign-in token in your iPhone's secure Keychain so you stay signed in; the token stays on that iPhone and is sent only to our customer portal. The app does not store your password.
- Your account information: The app shows information from your Fulfillment Hub USA account, such as company and contact details, invoices, balances, shipments, returns, claims, and support tickets. It loads this information from our customer portal while you use the app and does not keep it on your iPhone after you sign out.
- Face ID, Touch ID, or passcode (optional): If you turn on Require Face ID (Require Touch ID or Require passcode on some iPhones), your iPhone checks your face, fingerprint, or passcode. The check happens on your iPhone; the app and Fulfillment Hub USA never receive biometric data.
- Payments: Payments and saved payment methods are handled by our payment processor, Stripe, through our customer portal. Invoices and payment records are kept in our accounting system, QuickBooks by Intuit. The app shows only the type, card brand or account label, and last four digits of a saved payment method and never receives full card or bank account numbers.
- Notifications (optional): If the app offers notifications and you allow them, we store a device token from Apple so we can send you account notifications, such as a support reply or a payment result. Notifications are delivered through Apple's push notification service, which receives the device token and the content of each notification. Notifications do not show amounts or account numbers on the lock screen. You can turn them off in the app or in iOS Settings.
- Requests you send: When you request a quote or sign up, the details you enter go to our customer relationship system, HubSpot, so our team can respond. You receive marketing emails only if you tick the optional box. Account deletion requests and support requests you send from the app go to our support team.
- Information kept on your iPhone: The app keeps up to five recent package-tracking lookups and copies of public pages from our website and knowledge base, so it can show them quickly and when you are offline. It also keeps cookies those sites set, as described in the next item. You can clear recent lookups in the app; deleting the app removes all of these.
- Other services the app connects to: When you track a package, the app opens the carrier's tracking page (UPS, FedEx, USPS, or DHL), which receives the tracking number. Help guides and their images come from our knowledge base, hosted by HubSpot, and from our warehouse management system provider's help center. As with any internet request, these services receive your IP address and device type. They may set cookies, such as security cookies from our content delivery network, Cloudflare; the app keeps them and sends them back to those sites on later requests. Pages that open in the app's built-in browser, such as carrier sites, follow those sites' own policies.
- No tracking or ads: The app does not track you across other companies' apps or websites, shows no ads, and contains no third-party analytics or advertising tools.
- Deleting your account: In the app, go to Account, then Delete account. We may contact you to confirm the request, then delete your sign-in and the personal information linked to it within 30 days. If the app cannot send your request, email support@fulfillmenthubusa.com or contact us as described in section 13. We keep records the law requires, such as invoices, payments, and contracts. Closing a company account is handled under its contract.
- Questions: Contact us as described in section 13.
13. Changes and contact
We may update this policy to reflect legal, operational, or technology changes. We will post the updated effective date and provide additional notice when required for a material change. We review this notice at least annually.
Privacy questions and requests: Info@fulfillmenthubusa.com, +1 786-622-1102, or FULFILLMENT HUB USA LLC, Attn: Privacy, 3450 NW 115th Ave, Doral, FL 33178.