Privacy policy

Effective September 27, 2026

DropUpp, Inc. runs a box-free returns network. This policy explains what personal information we collect, why we collect it, who we share it with, and the choices you have.

It covers the dropupp.com website, the forms on it, and the returns we handle for retailers and returns platforms. If you have a question about it, email naial@dropupp.com.

Who this applies to

• Shoppers who return an item through a DropUpp drop-off location or a DropUpp return page.
• Businesses that contact us, such as retailers, brands, returns platforms and store owners.
• Partner users who sign in to a DropUpp dashboard or brand portal.

Information we collect

When you return an item

When a retailer or its returns platform sends a return to DropUpp, or a retailer creates one for you in our portal, we receive the details needed to handle it. These can include:

• your name, email address, phone number and address
• order and return numbers, and the items being returned, including descriptions, quantities, reasons and photos
• what happens to the return as it moves through the network, such as when it was dropped off, the location, and the result of our verification

If you choose a prepaid mail-in label instead of a drop-off, we also keep the label and its tracking number.

When you contact us

If you book a walkthrough, we collect your name, company, work email, the type of company you work for, your approximate monthly return volume and anything you choose to tell us. If you apply to become a drop-off location, we collect your business name and address, your contact details and details about your store.

When you sign in

For partner users we keep your name, email address, role and the brand you work with. Passwords are stored in a hashed form, never as plain text.

When you visit the website

Our servers record standard technical information, such as your IP address, browser type and the pages you request, to keep the site running and secure. If you sign in, we set one cookie that keeps you signed in. We do not use advertising cookies or tracking pixels.

Our pages load fonts from Google Fonts and some code from a public content network, so those providers receive your IP address when the page loads.

How we use it

• To handle your return: routing it to a drop-off location and processing warehouse, creating shipping labels, checking it in, verifying it and reporting its progress to the retailer.
• To email you about your return, for example your drop-off QR code or a mail-in label.
• To reply to your enquiry or application and to run our partnerships.
• To bill the businesses we work with.
• To keep our systems secure, prevent misuse and meet our legal obligations.

We do not sell personal information, and we do not use it for advertising.

Who we share it with

We share information only as needed to handle returns and run our business:

• The retailer and its returns platform. They sent us the return, and we report its status back to them, including when to issue your refund.
• Partners who carry out the return. Drop-off locations, transportation carriers, processing warehouses and postal services receive what they need to check in, move and process your items.
• Service providers. Companies that host our systems, send our emails and provide address and mapping services, under agreements that limit how they use the information.
• When the law requires it, or to protect the rights and safety of DropUpp, our partners or others.
• If DropUpp is sold or merges with another company, in which case this policy continues to apply to information we already hold.

If you are returning an item

In most cases we handle your return information on behalf of the retailer you bought from. The retailer's own privacy policy also applies, and for some requests, such as deleting your order history, the retailer is the right place to start. You can still contact us, and we will work with them.

How long we keep it

We keep information for as long as we need it to handle the return, bill for it, resolve questions and meet legal and accounting requirements. Enquiries and applications are kept while they are useful to our relationship with you. When we no longer need information, we delete it or remove what identifies you.

How we protect it

We use reasonable safeguards, including encrypted connections, restricted access and signed messages between our systems and our partners. No system is completely secure, so we cannot promise that information will never be accessed without permission. If that happens, we will tell you when the law requires us to.

Your choices

You can ask us to show you the personal information we hold about you, correct it or delete it. Email naial@dropupp.com. We may need to confirm who you are before acting on a request, and we may keep some information when the law requires it. Depending on where you live, you may have other rights under your state's privacy law, and we will honor them as that law requires.

Children

Our website and services are not directed to children under 13, and we do not knowingly collect their personal information.

Changes to this policy

If we change this policy, we will update the effective date at the top of this page. If a change is significant, we will take reasonable steps to let the people it affects know.