Privacy Policy

Last updated: September 26, 2026

The Mass Apothecary values your privacy very highly. Please read this Privacy Policy carefully, as it explains how we collect, use, and share your information when you access or use the https://massapothecary.com Website (the “Website”) operated by The Apothecary LLC, a Limited Liability Company formed in Massachusetts, United States (“us,” “we,” “our”).

Your access to and use of this Website is conditional upon your acceptance of and compliance with this Privacy Policy. If you do not agree, you may not access or use the Website.

Age Restrictions

  • You must be at least 21 years of age to purchase or use any products containing THC.
  • You must be at least 18 years of age to purchase or use any products containing CBD.
    We do not knowingly collect information from individuals who do not meet these requirements.

Information We Collect

We collect the information you provide directly to us, and information automatically collected during your use of the Website. This may include:

Identifying Information:

  • Name
  • Postal/shipping address
  • Billing address
  • Phone number
  • Email address
  • IP address
  • Device identifiers, aliases, account name, online identifiers

Financial Information:

  • Credit/debit card number
  • Card expiration date
  • Card CVV (security code)

Protected Classifications:

  • Age (for compliance and age verification purposes)

Internet or Other Electronic Activity:

  • Browsing history
  • Search history
  • Interaction data with our Website or application

Communications:

  • Messages, chat transcripts, and emails you send to our support team
  • Information you provide in chat, such as your name, email address, and order number
  • Technical data from the chat widget, such as IP address, browser type, and pages viewed

How We Use Your Information

We may use your information for purposes including:

  • Processing and fulfilling orders
  • Processing payments (via third-party processors such as Authorize.net and Sezzle)
  • Enabling one-click upsells (Authorize.net securely stores card data for faster future purchases; we do not store your full card details on our servers)
  • Providing customer service and support, including through our AI-assisted live chat and email support, improving the accuracy and quality of our support responses
  • Analytics and performance monitoring
  • Marketing and advertising (including targeted advertising)
  • Debugging and site improvements
  • Protecting against fraudulent or illegal activity
  • Verifying age eligibility

Live Chat and AI Assistant

Our Website offers a live chat feature provided by Crisp IM SAS, a company based in France. When you use chat or email our support team, your messages and related information are processed and stored by Crisp on our behalf under a data processing agreement.

Chats are answered first by an automated AI assistant. The AI assistant processes your messages to generate replies. If you are logged in or provide your email or order number, the assistant may use information from your account and orders, such as order status, shipping status, and tracking numbers, to answer your questions. You may ask to speak with a member of our team at any time. Before a conversation is transferred to a staff member, we will ask for your email address so we can follow up.

Chat conversations are recorded and may be reviewed by our staff to resolve your request and improve our support.

Please do not share sensitive information in chat, such as payment card numbers, passwords, or details about your health, medical conditions, or medications. Our team does not need this information to help you. If you choose to share it, we use it only to respond to your request.

Email addresses collected through chat are used only to respond to your support request and are not added to our marketing lists unless you separately opt in.

Because Crisp is located in the European Union, information you submit through chat or support email is transferred to and processed outside the United States.

Cookies and Tracking

We use cookies and similar technologies to:

  • Analyze traffic and Website performance
  • Improve your shopping and browsing experience
  • Store preferences and recognize returning users
  • Track interactions with our Website and marketing campaigns

We use the following providers:

  • Google Analytics 4 (GA4)
  • Matomo Analytics
  • Klaviyo (email, SMS, and on-site tracking for marketing & customer experience)
  • Microsoft Clarity (session recordings and heatmaps for site usability improvements)
  • Crisp (live chat; cookies that maintain your chat session and message history as you browse, lasting up to 6 months)

Most browsers automatically accept cookies. You may decline cookies in your browser settings, but this may limit Website functionality.

With Whom We Share Your Information

We share personal information with trusted third parties to operate our business effectively:

  • Financial transaction processors (e.g., Authorize.net, Sezzle)
  • Fraud prevention and age verification vendors (e.g., Agechecker.net)
  • Data analytics providers (GA4, Matomo, Clarity)
  • Email and marketing vendors (Klaviyo)
  • Hosting providers, ISPs, and content management systems
  • Customer support providers (Crisp), including the AI service providers that power our chat assistant

We do not sell your personal information.

Children’s Privacy

This Website is not directed toward children under 18. If we discover that we have collected data from someone under 18, we will delete it.

Analytics and Opt-Out

  • Google Analytics: You may opt out via Google’s opt-out tool.
  • Matomo Analytics: We respect “Do Not Track” browser settings for Matomo where enabled.

Your Rights

Depending on your jurisdiction, you may have the right to:

  • Request access to your personal data, including your chat and support conversation history
  • Request correction or deletion of your data
  • Opt out of marketing communications
  • Submit a Data Deletion Request by emailing support@massapothecary.com with the subject line “Data Deletion Request.”

We may require verification of identity before fulfilling such requests.

Data Retention

We retain your information as long as necessary to:

  • Fulfill orders
  • Comply with tax/legal obligations
  • Resolve disputes
  • Enforce agreements

Once no longer needed, data is securely deleted.

Chat transcripts and support emails are retained for [24 months] after your last conversation, unless needed longer to resolve disputes or meet legal obligations. Our chat provider may retain IP addresses associated with chat sessions for longer periods for security and legal compliance purposes.

Third-Party Websites

This Website may link to third-party websites. We are not responsible for their privacy practices. Please review their policies separately.

Do Not Track

Our Website does not currently support “Do Not Track” (DNT) signals.

Changes to Privacy Policy

We may update this Privacy Policy at any time. Updates will be posted here with a revised “Last Updated” date. Your continued use of the Website constitutes acceptance of changes.

Contact Us

If you have any questions about this Privacy Policy, please contact us:
Email: support@massapothecary.com
Phone: 774-301-6135
Address: 25 Market St STE 7, Swansea, MA 02777, United States