Privacy policy

Last Updated: November 6, 2025

Welcome to Metolius! This is the Privacy Policy for Metolius Mountain Products, Inc. dba Metolius Climbing (“Metolius,” “we,” “our,” or “us”). It explains how your personal information is collected, used, and shared when you visit metoliusclimbing.com or our social media channels, interact with us via email or other means, or purchase products or services we offer (collectively, the “Services"). Please read this Privacy Policy carefully to understand our policies regarding your information. By accessing our Services in any manner, you agree to our privacy practices as described below. If you do not agree with this Privacy Policy, do not access or use our Services.

  1. A Quick Look at Metolius Privacy

Here is a quick summary of our privacy practices. Please read this Privacy Policy in full to understand how we collect and treat information through our Services.

  • Metolius is a manufacturer of a wide range of climbing and bouldering gear. This Privacy Policy applies to our website and your interactions with us through our Services. It does not apply to the products we sell or any third-party services.
  • Metolius serves customers in the United States. If you are located outside the United States, please do not use our Services.
  • You can control most of your privacy preferences and settings through your account on our website. For other privacy support, please contact Customer Service.
  • We do not sell Personal Information or share Personal Information to third parties for cross-contextual behavioral advertising purposes.
  • Independent retail stores and other third-party resellers that work with Metolius have their own privacy practices, for example, how your information is used for that the retailer’s marketing and promotions. This Privacy Policy does not apply to activities of independent retail stores or resellers. Please direct questions about these practices to that retail store or reseller.
  1. Definition: “Personal Information”

As used in this Privacy Policy, “Personal Information,” means any information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or household. Personal Information falls within certain categories. Here is a list of typical categories and examples of the types of information within those categories:

  • Identifiers (e.g., name, email, telephone number, address, username);
  • Commercial information (e.g., shopping or browsing history, order data, or purchasing or consuming histories or tendencies);
  • Internet or other similar activity (e.g., browsing history; content interactions);
  • Employment-related information (e.g., current or past employment);
  • Legally protected information (e.g., race, citizenship, sex, marital status);
  • Sensitive Personal Information (e.g., government identification number; precise geolocation; racial or ethnic origin; religious beliefs; health information; contents of messages when we are not the recipient; in some cases, information about a known child);
  • Biometrics (e.g., DNA, face/voice prints, health data) and audio, electronic, visual, thermal, or olfactory information;
  • Non-public educational information, including information protected under the Family Educational Rights and Privacy Act (20 U.S.C. § 1232g, 34 C.F.R. Part 99); and
  • Inferences drawn from Personal Information to create a profile about preferences, characteristics, trends, predispositions, behavior, attitudes, intelligence, and aptitudes.

Metolius only collects certain, limited Personal Information as described later in this Privacy Policy.

Please be aware that not all information about you is protected as “Personal Information.” For example, publicly available information, aggregated information (meaning data summaries or reports with Personal Information removed), and anonymized information that cannot be linked back to an individual are typically not protected by privacy laws. Also, information collected on a business-to-business basis, such as your information exchanged as part of your job, may not be protected as Personal Information.

  1. Children’s Privacy

Metolius and our Services are designed for use by adults, not children. Metolius does not knowingly collect any Personal Information from individuals under 16 years of age. If we learn that we have collected the personal information of an individual under 16, we will delete the information as soon as possible. If you believe we might have any information from or about a child under 16, please contact Customer Service

  1. Collection and Use of Personal Information

Metolius collects Personal Information with your consent (as informed by this Privacy Policy), if we have a legitimate interest, or as authorized or required by law. We only process Personal Information that is relevant, adequate, and reasonably necessary and proportionate to achieve the purposes described in this Privacy Policy, or for other purposes that we disclose to you and are compatible with the context of collection. In the preceding 12 months, Metolius has collected Personal Information in the categories of identifiers, commercial information, and internet and similar activity. We collect this information from sources and for purposes described below:

  • Your Account. You have the option to register and create an account on the website. If you create an account, we will collect your full name, phone number, and email address and your password. We use this information to provide the account, facilitate your orders and your use of the Services, and communicate with you about offers, promotions, discounts, and updates. Orders placed through your account will be associated with your account. You may opt out of promotional communications from Metolius, but you cannot opt out of communications that we send you regarding your account. You can place an order as a guest if you prefer to not create an account.
  • Your Orders. We use Shopify to process online orders and payments. When you place an order, we will collect your items ordered, name, shipping address, telephone number, and email address (your "Order Information") through Shopify. This Order Information is necessary to manage and fulfill orders, notify you of your order status, and process returns or refunds as necessary. Metolius does not collect, process, or store any payment information. Your payment information will be collected, processed, and stored for future purchases (if you opt-in) by Shopify as a secure third-party payment processor.
  • If you place an order using an AI agent, we will collect your Order Information as though you placed the order directly through our website, along with any other data your AI agent transmits to us. We will use this information to fulfill your order and provide you with the Services you request. We may also associate data transmitted to us by your AI agent with other data we hold about you for the purpose of fulfilling your order, updating your account (if you have one), or sending you informational or marketing communications by email or otherwise. Any data transmitted to Metolius by your AI agent will be treated as though you submitted it to us directly for processing with your consent. Personal Information transmitted to us by your AI agent is subject to the same privacy controls as your other Personal Information that we process.
  • Your Customer Service Requests. If you contact Metolius Customer Service, we will collect your name, email address, and relevant order information to respond to your inquiries. We use this information for Customer Service purposes only.
  • If you call us, we may monitor or record the call for quality or training purposes. You will be notified of this at the start of the call, and you consent by staying on the line after receiving the notification. Calls are anonymized while the call is in progress, and we won't store a call recording that contains your Personal Information. We use the information we gather from calls to ensure the quality of our Services, to train our team, and for other Metolius internal business purposes.
  • Email marketing. If you complete an online survey or sign up for our marketing emails or promotional communications, we will collect your name, email address, and phone number and any responses you provide to our survey. We use this information to communicate with you about our company, send you promotions, and to improve our products and Services.
  • Your Chats. The chat feature on our website provides you with easy access to Customer Service. The chat feature uses artificial intelligence to respond to your questions and prompts. We will collect any Personal Information you choose to include in your chat and use that information and other data you input to produce responses or connect you with the support or services you request. Metolius also collects technical data from your chat sessions for our legitimate interest in running analytics or training and improving our chatbot or our other services.
  • The chat feature will collect and record any information, including Personal Information, that you choose to include in your chat conversations. We collect this information with your consent when you participate in a chat. We only use your chat data to facilitate your conversation with the chat feature, provide you with support, or for internal operations purposes.
  • Please note that the chat feature is made possible through our relationship with a third-party service provider called Remark. Your chat data may be accessible simultaneously and in real-time by Remark. By initiating or continuing a chat, you consent to Remark accessing your chat data. If you do not consent to this access, you should not initiate or participate in a chat on our website. BY PARTICIPATING IN A CHAT, YOU CONSENT TO DISCLOSURE OF YOUR CHATS AND THE DATA YOU INCLUDE IN THOSE CHATS TO OUR THIRD-PARTY SERVICE PROVIDER AND YOU WAIVE ANY POTENTIAL EAVESDROPPING OR WIRETAPPING CLAIMS.
  • Social Media. If you follow us or interact with Metolius on social media, data from your social media account such as demographics, likes, comments, clicks, profile visits, views, impressions, follows will be accessible to us. We may use this information to respond to your comments and questions or to promote our company.
  • Your Reviews. If you provide a review or comment about our Services, either directly or through a third-party platform, we may post it on our website. You can request that we remove your review or comment by writing to us at info@metoliusclimbing.com.
  • Cookies and Related Technologies. Like many websites, Metolius uses cookies and related technologies to collect technical data related to your use of the Services.

Cookie

Purpose

Type

Shopify

Shopping cart; account login

Required

Shop Pay

Payment processing

Required

PayPal

Payment processing

Required

UPS

Shipping calculation

Required

AvaTax

Sales tax calculation

Required

S:

Store locator, with user location permission

Personalization

Judge.me

Customer reviews

Personalization

Google Analytics

Track and analyze web traffic

Analytics

Shopify analytics

estimate number of unique visitors, improve website, and identify search terms leading to website

Analytics

Meta

measures ad performance, creates custom audiences for retargeting, and optimizes ad delivery

Marketing

Klaviyo

Email marketing

Marketing

Microsoft Bing Ads

Manage ad delivery and tracking

Marketing


You can opt out of any cookies that are not “Required” using the cookie control tool on the website. You can also purge cookies from your device through your device settings.

In addition to the specific uses described above, Metolius may use Personal Information to:

    • Protect your privacy and the privacy of others;
    • Understand how customers use the website and to identify and implement improvements to our Services;
    • Protect the Services from fraud monitoring and prevention;
    • Enforce our terms, conditions, and policies;
    • Comply with a law, regulation, legal process, or order;
    • Respond to privacy requests;
    • If we believe it is necessary, to identify, contact or bring legal action against persons or entities who may be causing injury to you, to Metolius, or to others; or
    • Fulfill any other purpose to which you consent.

Metolius will not collect additional categories of Personal Information or use already collected Personal Information for purposes that are materially different, unrelated, or not reasonably necessary or compatible with the original purpose without notice and consent to you as required by law.

  1. Data Retention

We retain the Personal Information we collect for the duration necessary to achieve our business goals. For example:

  • Order data is retained for up to 12 months after the order is fulfilled.
  • Account data is retained until the account is deleted by the customer.
  • Cookie data does not contain Personal Information. You can clear the cookies from your device at any time through your device settings and controls.

Other data is retained according to our company policies. We securely delete Personal Information at the end of the applicable retention period. Metolius reserves the right to retain Personal Information for longer periods if necessary to meet our legal requirements, for example for compliance with commercial or tax retention obligations or to preserve evidence or resolve potential disputes.

  1. Disclosures to Third Parties

We will only disclose Personal Information to the third parties as described in this section, with your permission, or as required by law. In the preceding 12 months, we have disclosed Personal Information for business purposes to the following third parties:

  • Service providers: Metolius uses third-party service providers like Shopify, our chat service provider, marketing vendors, data hosting companies, analytics services, and payment processors that may have access to your Personal Information to perform their contractual obligations to us. The type of information that we disclose to a service provider will depend on the service that they provide to us. Our service providers are subject to contractual agreements that protect your Personal Information, and we require all service providers to maintain confidentiality standards that are commercially reasonable to ensure the security of your Personal Information.
  • Shopify: Metolius uses Shopify to receive and process online orders and payments. Shopify will receive your Order Information and other data from your interactions on the website. Shopify may use your Personal Information to process your order or in combination with Personal Information about you collected from other Shopify merchants. Shopify, not Metolius, is responsible for this processing of your Personal Information, including responding to your requests to exercise your rights over use of your Personal Information for these purposes. To learn more about how Shopify uses your Personal Information and any rights you may have, visit Shopify Consumer Privacy Policy. Depending on where you live, you may exercise certain rights with respect to your Personal Information at the Shopify Privacy Portal.
  • Chat Vendor: To enable the chat feature on our website, we may transfer certain data to our third-party chat service provider simultaneously and in real time. Our chat service provider will only use your chat data to facilitate your chat and provide you with support, to provide Metolius with the chat feature, or for internal operations purposes. BY PARTICIPATING IN A LIVE CHAT, YOU CONSENT TO DISCLOSURE OF YOUR CHATS, AND THE DATA YOU INCLUDE IN THOSE CHATS, TO OUR THIRD-PARTY SERVICE PROVIDERS, AND YOU WAIVE ANY POTENTIAL EAVESDROPPING OR WIRETAPPING CLAIMS.
  • Telephone System Vendor. Calls with our team may be monitored or recorded by Metolius using our third-party telephone system vendor, and your call may be transcribed or anonymized using AI technology. Our telephone system vendor will only use your call data to facilitate your call with Metolius, to help us improve the customer experience we offer, or for our internal purposes. You will be notified of monitoring or recording at the start of the call. BY STAYING ON THE LINE AFTER RECEIVING NOTIFICATION, YOU CONSENT TO MONITORING AND RECORDING YOUR CALLS BY US AND OUR VENDOR, AND DISCLOSURE OF THE INFORMATION YOU INCLUDE IN YOUR CALLS TO OUR VENDORS, AND YOU WAIVE ANY POTENTIAL EAVESDROPPING, WIRETAPPING, OR DATA PROTECTION CLAIMS.
  • No Sale of or Sharing: We do not sell Personal Information or share it for cross-contextual behavioral advertising purposes. If this changes in the future, we will give you advance notice and seek your consent where required by law, and we will give you an opportunity to opt-out.
  • Law enforcement, and other governmental agencies, as permitted or required by law.
  • Other third parties, as permitted by applicable law, for example: if we go through a business transition (e.g., merger, acquisition, or sale of a portion of our assets); to comply with a legal requirement or a court order; when we believe it is appropriate in order to take action regarding illegal activities or prevent fraud or harm to any person; to exercise or defend our legal claims; or for any other reason with your consent.
  • Aggregated and deidentified data: We may disclose aggregated or deidentified data to third parties without restriction.
  1. United States Only

Metolius is owned and operated in the United States. We market our products and provide our Services in the United States only. If you access the Services from outside the United States, please be aware that your Personal Information may be transferred to, processed, stored, and used in the United States or other jurisdictions. When your information is moved from your home country to another country, the laws and rules that protect your Personal Information in the country to which your information is transferred may be different from those of the country where you live. For example, if your information is in the United States, it may be accessed by government authorities under United States law. By allowing us to collect Personal Information about you, you consent to the transfer and processing of your Personal Information as described in this section.

  1. Notice of Privacy Rights

Metolius is committed to compliance with the laws that apply to our company and our business practices. In the United States, consumer privacy rights are provided under state laws, and federal laws provide protections relative to certain industries or data uses. This section provides a an informational notice related to U.S. state privacy laws that require companies to inform consumers about their privacy rights and provide a method to exercise those rights.

Depending on where you reside, you may be entitled to some or all of the privacy rights listed below. To exercise your rights, follow the instructions in Section 9. Please note, however, that certain privacy laws do not apply to Metolius and so we may be limited in our obligation or ability to fulfill certain requests.

  • Right to Correct. You have the right to request that we correct inaccurate Personal Information about you on our systems. If you become aware that the Personal Information that we hold about you is incorrect, or if your information changes, please inform us and we will update our records.
  • Right to Deletion. You have the right to request that we delete your Personal Information that we collected and retained, with certain exceptions. Metolius may permanently delete, de-identify, or aggregate the Personal Information in response to a request for deletion.
  • No Selling or Sharing Personal Information. Some states entitle consumers to opt-out of the sale or sharing of Personal Information or targeted advertising practices. Metolius does not sell your Personal Information or share it to third parties for cross-contextual behavioral advertising purposes. If this changes in the future, we will notify you and seek your consent as required by law and provide you with a method to opt out.
  • No Sensitive Personal Information. You have the right to opt-out or limit our use of your sensitive Personal Information. Metolius does not seek to collect sensitive Personal Information about any individual, and in no case do we disclose any sensitive Personal Information for the purpose of inferring characteristics about you or otherwise use your sensitive Personal Information without your consent. If this ever changes in the future, we will update this Privacy Policy and provide you with methods to opt-out or limit our use and disclosure of sensitive Personal Information.
  • No Profiling. You have the right to opt-out of automated profiling. Metolius does not process your Personal Information to evaluate, analyze, or predict your interests and preferences or otherwise use automated profiling to produce significant effects that concern you. If this changes in the future, we will update this Privacy Policy and provide you with a method to opt out.
  • No Health Data. The Services are not designed for collection or processing of health data. Some laws entitle consumers to certain details about health data collected about them, including (a) confirmation of whether the entity collects, shares, or sells the consumer’s health data and access that data, including a list of all third parties and affiliates with whom the entity has shared or sold the health data and a method to contact those third parties, (b) a method to withdraw consent related to use of health data, and (c) the right to have their health data be deleted.
  • Right to Access. You have the right to request confirmation that we have collected Personal Information about you and that we provide you with access to that Personal Information. If you submit an access request, we will provide you with copies of the requested pieces of Personal Information in a portable and readily usable format. Please note that Metolius may be prohibited by law from disclosing certain pieces of Personal Information, and we may be limited in the number or frequency of requests we must fulfill. 
  • Right to Disclosure. You may request that we disclose information to you about our collection and use of your Personal Information, such as: (a) the categories of Personal Information we have collected about you; (b) the categories of sources for the Personal Information we have collected about you; (c) our business purpose for collecting, using, processing, sharing or selling that Personal Information, as applicable; (d) the categories of third parties with whom we share that Personal Information; and (e) if we sold or shared your Personal Information under the California consumer privacy law, two separate lists stating: (i) sales or sharing, identifying the Personal Information categories that each category of recipient purchased; and (ii) disclosures for a business purpose, identifying the Personal Information categories that each category of recipient obtained. Certain laws may limit the number or frequency of requests we must fulfill.   
  • Right to Nondiscrimination. We will not discriminate against you for exercising your privacy rights. For example, unless permitted by law we will not: (a) deny you goods or services; (b) charge you different prices or rates for goods or services; (c) provide you a different level or quality of goods or services; (d) retaliate against you as an employee, applicant for employment, or independent contractor for exercising your privacy rights; or (e) suggest that you may receive a different price or rate for goods or services or a different level or quality of goods or services, because you exercised a right under applicable privacy laws.
  • California Shine the Light Act. California Civil Code Section 1798.83 permits users of our Services who are California residents to request certain information regarding our disclosure of the information you provide through the Services to third parties for their direct marketing purposes. To make such a request, please contact us at the following address:

Metolius Mountain Products, Inc.

20469 Brandis Court

Bend, Oregon 97701 USA

  1. Your Privacy Controls

You have a variety of options for you to directly control your privacy when using our Services:

  • Shopify. To learn more about how Shopify uses your Personal Information and any rights you may have, visit the Shopify Consumer Privacy Policy. Depending on where you live, you may exercise certain rights with respect to your Personal Information processed by Shopify at the Shopify Privacy Portal.
  • Your Account. You can access, correct, update, or delete your Account Information by logging into your Metolius account and using the lefthand menu on the "My Account" page to make your changes to selections.
  • Emails. Metolius may send you emails about our products or Services or other topics we think might interest you. You can change how we communicate with you at any time by updating your communication preferences on your account or clicking the “Unsubscribe” link at the bottom of any email we send to you. Please be aware that if you opt out of marketing emails, we may continue to contact you about your existing orders or your account.
  • Text Messages. If you opt-in to our text notifications, we may use your Personal Information to send you text messages containing information about Metolius or other topics we think might interest you. Also, your Personal Information will be shared with our text marketing service provider as needed to provide the text notifications.
  • Our text messages may be sent from a short code number. A short code number is not a telephone number, and you will not be able to place a return call to Metolius using the short code number.
  • You may cancel the text messages at any time by texting “STOP” in reply to a text from us. After you send the “STOP" message, we will send you a text message to confirm that you have been unsubscribed, and you will no longer receive text messages from us.
  • Device Settings. You can control the data we collect through automated means by adjusting your device settings, such as blocking pixels and cookies or installing a third-party plugin to control how cookies interact with your device.
  • Do Not Track. Do Not Track signals are signals sent through a browser informing us that you do not want to be tracked. Currently, our systems do not recognize browser "do-not-track" requests, but you may disable certain tracking via your device settings.
  • Block Location Tracking. You can stop all collection of information by an app by uninstalling it. You can also reset your device Ad Id at any time through your device settings, which is designed so you can limit the use of information collected about you. You can stop all collection of precise location data through an app by uninstalling the app or withdrawing your consent through your device settings.
  • Exercise Privacy Rights. Most of your privacy rights can be exercised by logging into your account and making your desired selections. If you require assistance or would like to express a concern or lodge a complaint, please contact Customer Service.

We will honor your request as required by applicable law. Please be aware that we can only fulfill a privacy request when we have sufficient information to verify that the requester is the person or an authorized representative of the person about whom we have collected Personal Information, and to properly understand, evaluate, and respond to the request. We do not charge a fee to process or respond to a verifiable request unless we have legal grounds to do so. If we determine that the request warrants a fee, we will tell you why we made that decision and provide you with a cost estimate before completing your request. We endeavor to respond to privacy requests in accordance with the requirements of the law applicable to your jurisdiction.

To appeal our response to your request, please email Customer Service with the subject line "Appeal Privacy Response".

  1. Data Security

We have implemented and maintain reasonable and appropriate security measures and practices to help protect the confidentiality, integrity, and accessibility of Personal Information on our systems from unauthorized or illegal access, destruction, loss, misuse, disclosure, or alteration. Our security measures include encryption, secure servers, access controls, and other technical and physical security measures as appropriate to the volume, scope, and nature of the Personal Information processed and designed to meet our duty of care.

No security measures are guaranteed to be 100% secure. You should take steps to protect against unauthorized access to your device and account. Choose a robust password that nobody else knows or can easily guess, and keep your login credentials private. We are not responsible for any lost, stolen, or compromised passwords or for any activity on your account via unauthorized password activity.

  1. Third-Party Services

When using our Services, you may have the option to link from or access third-party services. Please note that we have no control over third-party websites, apps, devices, or systems, and you should exercise caution when deciding to disclose your Personal Information.

  1. Updates to this Privacy Policy

We may update this Privacy Policy from time to time. You can see when this Privacy Policy was last updated by checking the “Last Updated” date at the top of this page. We will collect your consent to these changes to the extent required by applicable law.