Privacy Policy
Your data, your call
Beyond what we need to run the site and ship your order, you decide what we collect. Turn analytics and advertising cookies on or off at any time in Cookie settings, unsubscribe from emails in one click, and reply STOP to end texts.
Who we are and what this covers
This policy explains how ALPAKA collects, uses, and shares personal information, and the choices you have.
"ALPAKA," "we," and "us" mean ALPAKA LLC (USA) and ALPAKA Pty Ltd (Australia).
This policy applies to alpakagear.com, the ALPAKA app, our stores and pop-ups, and other websites and campaign pages we operate, including protocolbackpack.com. It also applies when you contact us, buy from us, or sign up for our emails or texts.
It does not cover third-party sites we link to, or marketplaces such as Amazon, which have their own policies.
Information we collect
Information you give us. Name, email address, phone number, shipping and billing address, order details, account login, reviews, survey answers, and anything you send us through support or social media. Payment card details are handled by our payment processors; we do not store full card numbers.
Information collected automatically. When you visit our sites, open our emails, or use our app, we and our partners collect device and browser data, IP address, approximate location, pages viewed, products browsed, referring site, and how you interact with our emails and ads. We collect this using cookies, pixels, and similar technologies (see below).
Information from others. We may receive information from partners such as creators we collaborate with, marketplaces, payment providers, analytics and advertising partners, and identity-resolution providers that match site visits to email addresses.
How we use it
| Purpose | Legal basis (EU/UK) |
|---|---|
| Process orders, payments, shipping, returns, warranty claims, and resale | Performance of a contract |
| Provide customer support and manage your account | Performance of a contract |
| Send marketing emails and texts, including launch updates | Consent |
| Show ads on other platforms and measure their results | Consent (for cookies and pixels) |
| Improve our products, site, and app; analytics | Legitimate interests |
| Prevent fraud and keep our services secure | Legitimate interests |
| Comply with tax, accounting, and other legal duties | Legal obligation |
We do not use your information to make decisions that have legal or similarly significant effects on you based solely on automated processing.
Marketing emails and texts
When you sign up on any of our sites or campaign pages, including protocolbackpack.com, we use your email address to send you updates about launches, products, and offers from ALPAKA. You can unsubscribe at any time using the link at the bottom of any email.
We never sell or rent your email address, and we never buy email lists.
If you give us your mobile number and opt in to texts, we will send recurring automated marketing messages to that number. Consent is not a condition of purchase. Message frequency varies. Message and data rates may apply. Reply STOP to unsubscribe or HELP for help. We do not sell or share your mobile number or text opt-in consent with third parties for their own marketing.
If you've opted in to texts and leave items in your cart, we may send you a reminder. After you reply STOP, you'll get one final text confirming you've unsubscribed.
We use service providers, including our email and SMS platform, Klaviyo, to send these messages.
Cookies, pixels, and similar technologies
We use cookies, pixels, and similar tools to run our sites, remember your cart and preferences, understand how our sites are used, and show and measure ads.
- Essential: needed for checkout, login, and security.
- Analytics: help us understand traffic and improve the site (Google Analytics).
- Advertising: let partners such as Meta, Google, and TikTok show you our ads on other platforms and measure results.
- Identity resolution: a partner, Retention.com, may match your browsing activity to an email address it already holds, so we can send you marketing emails. You can opt out at app.retention.com/optout.
To stop Google Analytics collecting data on any site you visit, you can also install the Google Analytics Opt-out Browser Add-on.
Where required by law, we ask for your consent before setting non-essential cookies, and you can change your choice at any time through the cookie settings link in our footer. You can also block cookies in your browser, though some site features may stop working.
How we share information
We share personal information with:
- Service providers that work on our behalf: ecommerce hosting (Shopify), payments (e.g. PayPal, Shop Pay), shipping and warehousing partners, email and SMS, customer support (Gladly), reviews and loyalty (Okendo), analytics (Google Analytics), and our app provider (Tapcart). They may use it only to provide their services to us.
- Advertising and analytics partners, through cookies and pixels, as described above.
- Collaboration partners, only where you would expect it, such as aggregated launch results with a creator partner. We do not give partners your contact details for their own marketing.
- Authorities and advisers, where required by law, to protect our rights, or to prevent fraud.
- A buyer or successor, if ALPAKA is involved in a merger, acquisition, or sale of assets.
We do not sell personal information for money. Some of our advertising activity may count as "selling" or "sharing" under certain US state laws; you can opt out anytime (Your rights below).
Retention, security, and transfers
Retention. We keep personal information only as long as we need it for the purposes above. We keep your order history for as long as you might need us to support that product, including warranty claims, returns, repairs, and resale verification. If you ask us to delete it, we will, except for records we must keep for tax and accounting law. Marketing data is kept until you unsubscribe or have not engaged for 24 months.
Security. We use reasonable technical and organizational measures to protect your information. No system is completely secure. If a breach affects your information, we will investigate and notify you where the law requires.
International transfers. We operate in the US and Australia and use service providers in other countries. Your information may be processed outside the country where you live. Where EU or UK law applies, we rely on appropriate safeguards such as Standard Contractual Clauses.
Children. Our sites are not directed to children under 16, and we do not knowingly collect their personal information. If you believe a child has given us information, contact us and we will delete it.
Your rights
Depending on where you live, you may have the right to access, correct, delete, or get a copy of your personal information, and to object to or limit how we use it. To make a request, email hello@alpakagear.com. We may need to verify your identity, and we will respond within the time the law requires (usually 30 to 45 days). We will not treat you differently for exercising your rights.
California and other US states. You can ask what personal information we have collected, used, and disclosed about you, and ask us to delete or correct it. You can opt out of the "sale" or "sharing" of your information for targeted advertising by turning off advertising cookies in Cookie settings or emailing us. We honor Global Privacy Control browser signals as an opt-out. You may use an authorized agent to make a request.
EU and UK. You also have the right to withdraw consent at any time, to restrict processing, and to complain to your local data protection authority.
Australia. We handle personal information in line with the Australian Privacy Principles. If you are unhappy with how we handled a complaint, you can contact the Office of the Australian Information Commissioner (oaic.gov.au).
Changes and contact
We may update this policy from time to time. We will post the new version here with a new "Last updated" date, and tell you directly about material changes where the law requires.
Questions or requests:
- Email: hello@alpakagear.com
- ALPAKA LLC, 8 The Green, STE A, Dover, DE, 19901, USA
- ALPAKA Pty Ltd, 7/3 Clyde Street, Ferntree Gully, VIC, 3156, Australia
Last updated: 7th of October, 2026