Privacy policy

Last updated: October 19, 2026

Short version

We collect the information needed to operate the PacketMole website, measure shopping and purchase activity, ship your order, and provide support. PacketMole does not see, route, or store the content of internet traffic that passes through your PacketMole routers during normal product use. We don't sell customer data. We share information only as described below.

What we collect

• Your email address (so we can send order confirmation and tracking)
• Your shipping address (so we can ship to you)
• Your name as it appears on the shipping label
• The optional setup-card name and order notes you provide at checkout
• Your optional answer to “How did you hear about us?” at checkout
• Order ID, payment status, and order timestamps
• The policy version and time you accept the Terms before checkout
• Tracking, delivery status, address-verification results, and fulfillment records
• A device identifier, the time it last authenticated to our update server, and the firmware version and update/health status it reports
• Messages and diagnostic information you choose to share when asking for support
• Website interactions and purchase-attribution information collected through Google's tag, including cookies or similar identifiers, referring source, page and device/browser information, and completed-purchase details such as order ID, value, currency, and purchased item
• When the Google Customer Reviews choice is shown after a purchase: order ID, email address, delivery country, estimated delivery date, and whether you choose to receive the survey
• If you use a private delivered-purchaser review link: the rating, review text, public name, publication consent, moderation state, and edit/removal history you submit

What we don't collect

• Your credit card number — Stripe handles that; we never see it
• The content of your internet traffic or browsing history through routine product operation
• Your Tailscale account password. If you explicitly share a device for support, we can access the diagnostics and settings needed for that session; revoke the share when support is finished.

Who we share it with

• Stripe — for payment processing. See their privacy policy at stripe.com/privacy.
• The shipping carrier (USPS / UPS) — your name and shipping address are on the label.
• Pirate Ship — recipient and shipment information to purchase shipping labels.
• EasyPost — address information for verification and carrier/tracking information for delivery monitoring.
• Cloudflare — website, order database, update hosting, security, and operational request processing. The Away unit sets devices connected to it to use Cloudflare's public 1.1.1.1/1.0.0.1 DNS resolvers.
• Resend — recipient addresses and content of transactional or support emails we send through it.
• Google — website measurement and purchase attribution through the Google tag, plus the optional Google Customer Reviews survey. Google may place or read cookies or use web beacons or similar technologies in connection with these features and receives the transaction information described above.
• Dropbox and our business email providers — private fulfillment records, support correspondence, and internal operational access.

We use order information for fulfillment, support, fraud/compliance checks, and recordkeeping. We may disclose information when legally required. Accepting purchase Terms does not subscribe you to promotional email. Tailscale operates your separate account under its own privacy policy; its coordination and relay services process their own connection metadata.

Customer reviews are private by default and are published on packetmole.com only after explicit consent and manual moderation. A published review shows only the customer-chosen public name, rating, review text, publication month, and “Verified purchaser” label. We do not publish the customer's email, order number, shipping address, tracking information, or private review-link token. Reviews are not shared with or imported from Amazon.

While you type in the private review form, your browser saves the rating, public name, title, and review text only on that device so a reload or connection problem does not erase your draft. The draft is not sent to PacketMole until you choose to submit it. Publication permission is never saved with the draft. A saved draft is eligible for recovery for up to 7 days and is deleted when you discard it or remove the review; an expired draft is deleted the next time the form is opened.

How long we keep it

Device last-contact, reported firmware-version and health-status entries expire after 90 days without a successful authenticated request to our update server. Device registration credentials remain separately while needed for updates and recovery. Support records are retained while needed to resolve your request and related hardware-problem, return, or recordkeeping obligations. Ask us about access, correction, or deletion using the contact below; some records must be retained for legal obligations.

You can edit or remove a review through its private link. Editing a published review takes it offline until it is moderated again. Removal immediately takes it offline and clears the submitted public name, rating, title, and review text from the active review record; we retain a minimal audit record of the state change.

Order records are kept for as long as we need to fulfill hardware-problem, return, and tax obligations (typically 7 years for tax records). If you want your record removed sooner, email hello@packetmole.com and we'll discuss what we can remove vs. what we need to retain for compliance.

Cookies / analytics

We use Cloudflare Web Analytics on public informational pages to count visits and referrers and to measure aggregate page performance, including Core Web Vitals. It does not use analytics cookies or local storage, and Cloudflare states that it does not fingerprint individual visitors for this service. We do not enable the browser Cloudflare analytics beacon on checkout, order-status, API, or archived-policy pages.

We also keep a separate cookie-free aggregate count for the same reviewed public pages. Before anything is sent, the browser reduces the page to a fixed category and the HTTPS referrer to Google referral, recognized AI assistant, direct, internal link, printed-card scan, or other. The aggregate contains only those two categories, a count, and Cloudflare's event timestamp. It does not contain a URL or path, query string, raw referrer, IP address, user agent, cookie, geography, visitor or session identifier, or any customer or order information. It is not enabled on checkout, order-status, API, manuals, archives, assets, redirects, or error pages. These counts can include bots and reloads and are not unique people, sessions, or conversions.

Cloudflare also provides hosting and security processing. Like other hosting providers, it processes request metadata such as IP addresses and user agents. That operational metadata and the aggregate website measurements above are distinct from the content of traffic passing through your PacketMole routers, which we do not see, route, or store.

We also use the Google tag on public shopping and informational pages to measure visits and attribute completed purchases from Google product listings. The tag is not loaded on checkout, ordinary order-status, private review, API, or archived-policy pages. On a verified post-purchase return from Stripe, the site sends a deduplicated purchase event containing the order ID, value, currency, and purchased item. The Google Customer Reviews module sends the buyer's email, order ID, delivery country, and estimated delivery date to Google so Google can offer the survey choice. Google may email the survey after delivery only if the buyer opts in. You can decline the survey. Browser controls can block or delete cookies, although doing so may reduce measurement functionality. Google's own privacy and cookie controls govern Google's subsequent processing.

Contact

Privacy questions: hello@packetmole.com.