FAQ

 

What happened?

Native Shoes became aware of a potential vulnerability in the security of our website in late June 2017 and immediately launched an investigation. That investigation has confirmed that malware may have infected the Native Shoes website as early as April 2015. As a result, we are informing certain customers that it is possible that their payment information was compromised if they bought shoes from nativeshoes.com using Visa or Mastercard between April 28, 2015, and June 23, 2017. If that payment information was indeed stolen, certain customer information may be affected.

What information was involved?

Based on the facts known to the company at this time, the personal information at-issue may have included:

  • Credit or debit card information used to buy from nativeshoes.com
  • Customer names, addresses, email addresses, and telephone numbers

This incident does not affect purchases outside of nativeshoes.com. If you bought through one of our online partners, or at a brick-and-mortar store, that payment information is not at risk from this incident. Also, purchases made on our website using PayPal are not affected.

What are we doing?

The security and privacy of your information is a top priority for us. Native Shoes has retained respected forensic and cyber security professionals to assist us in investigating this incident. Upon discovery of the malware, Native Shoes immediately took the affected system permanently offline. Native Shoes has also developed a new online shopping website, which will run on an entirely redesigned, upgraded platform.

Am I Affected?

If you are one of the customers that we believe may be potentially affected, you will receive a letter from us.

What can you do if you live in the United States?

As a courtesy, Native Shoes has arranged for credit monitoring, a credit report and access to cyber monitoring for one year for the customers that are potentially affected.

Out of an abundance of caution, we recommend that potentially affected customers contact their credit card company to request that they re-issue credit cards with new account numbers. Additionally, we encourage you to be diligent in watching for unauthorized charges on your payment cards and to quickly report any suspicious activity to your bank or Credit Card Company. The phone number to call is usually on the back of the credit or debit card.

You can also contact the three major credit reporting agencies to discuss your options. You have the right to place a credit freeze on your credit file, which will require potential creditors to contact you before opening new accounts. To place a fraud alert on your credit report contact the three U.S. credit reporting agencies:

Experian(888) 397-3742P.O. Box 9532Allen, TX 75013
www.experian.com

Equifax(877) 478-7625P.O. Box 740241Atlanta, GA 30374-0241
www.equifax.com

TransUnion(800) 916-8800P.O. Box 200Chester, PA 19016
www.transunion.com

You can obtain a free copy of your credit report from each of the three nationwide consumer reporting agencies by calling 1-877-322-8228 or online at: www.annualcreditreport.com. Under federal law, you are entitled to one free copy of your credit report every 12 months from each of the three major credit reporting agencies. You may want to obtain copies of your credit report to ensure the accuracy of the report information.

To learn more about protecting yourself from identity theft and to report incidents of identity theft, you can visit the Federal Trade Commission’s websites at www.consumer.gov/idtheft, www.ftc.gov/credit, or by calling call 1-877-5-NO-SCAM (1-877-566-7226). You may also receive information from the Federal Trade Commission’s office by writing to:

Federal Trade CommissionConsumer Response Center600 Pennsylvania Avenue, NWWashington, DC 20580

What can you do if you live in Canada?

As a courtesy, Native Shoes has arranged for credit monitoring and unlimited access to a credit report and score to be available to potentially affected customers.

Out of an abundance of caution, we recommend that potentially affected customers contact their credit card company to request that they re-issue credit cards with new account numbers. Additionally, we encourage you to be diligent in watching for unauthorized charges on your payment cards and to quickly report any suspicious activity to your bank or Credit Card Company. The phone number to call is usually on the back of the credit or debit card.

You can also contact the two major credit reporting agencies listed below to place a fraud alert on your credit report, to obtain a free copy of your credit report, and to discuss your options. You may want to obtain copies of your credit report to ensure the accuracy of the report information.

Equifax

1-800-465-7166

Box 190 Jean Talon StationMontreal, Quebec H1S 2Z2

www.equifax.com

TransUnion

1-800-663-9980 English
1-877-713-3393 French

For English Correspondence:
P.O. Box 338, LCD1 Hamilton, ON L8L 7W2

For French Correspondence:
Centre de relations au consommateur
CP 1433 Succ. St-Martin Laval, QC H7V 3P7

www.transunion.com

To learn more about protecting yourself from identity theft and to report incidents of identity theft, you can visit the Office of Consumer Affairs website at www.consumer.ic.gc.ca. You may also receive information from the Office of Consumer Affairs by writing to:

Office of Consumer Affairs, Industry Canada235 Queen Street, 2nd Floor, West TowerOttawa, Ontario K1A OH5

You also have the right to obtain information from, or bring a complaint to, the offices of the various Canadian privacy commissioners, their contact information is listed below:

Office of the Privacy Commissioner Of Canada
30, Victoria Street
Gatineau, Quebec, K1A 1H3
Toll Free: 1-800-282-1376
Phone: 819-994-5444
TTY: 819-994-6591
www.priv.gc.ca/en

Office of the Information and Privacy
Commissioner for British Columbia
Mailing:
PO Box 9038 Stn. Prov. Govt.
Victoria, B.C., V8W 9A4
Location:
4th Floor, 947 Fort Street
Victoria, B.C., V8V 3K3
Telephone: 250-387-5629 (Victoria)
Toll Free:604-660-2421/1-800-663-7867
Fax: 250-387-1696
www.oipc.bc.ca

Office of the Information and Privacy
Commissioner of Alberta (Edmonton)
Suite 410, 9925 109 Street NW
Edmonton, Alberta, T5K 2J8
Phone: 780-422-6860
Toll Free: 1-888-878-4044
Fax: 780-422-5682
www.oipc.ab.ca 

 

Office of the Information and Privacy
Commissioner of Alberta (Calgary)
Suite 2460, 801 6 Avenue SW
Calgary, Alberta, T2P 3W2
Phone: 403-297-2728
Toll Free: 1-888-878-4044
Fax: 403-297-2711
www.oipc.ab.ca

 

Commission d’accès à l’information
du Québec (Québec)
Bureau 2.36
525, boul. René-Lévesque Est
Québec, Québec, G1R 5S9
Phone: 418-528-7741
Fax: 418-529-3102
www.cai.gouv.qc.ca

Commission d’accès à l’information
du Québec (Montréal)
Bureau 18.200
500, boul René-Lévesque Ouest
Montréal, Québec, H2Z 1W7
Phone: 514-873-4196
Fax: 514-844-6170
www.cai.gouv.qc.ca

 


When will I receive my letter in the mail?

We began mailing letters to affected individuals on Wednesday, August 16th. If you believe that you were affected by this incident and have not yet received a letter by Wednesday, August 23rd, we encourage you to contact our dedicated call center at (866) 685-6159 between 9 a.m. and 5 p.m. ET Monday through Friday.

Did Native Shoes send me an email about this attack?

Native Shoes will NOT email individuals regarding this attack. Oftentimes, when a breach occurs, people receive scam and “phishing” emails claiming to be the affected company. If you receive an email claiming to be related to this attack that appears to be from Native Shoes, we recommend you take the following steps:

  • Do not click on any links in the email.
  • Do not reply to the email or reach out to the senders in any way.
  • If you have clicked on a link in the email, do not supply any information on the website that may open.
  • Do not open any attachments that arrive with the email.

How can I be sure my personal information is safe with Native Shoes?

Native Shoes is doing everything it can to ensure the security of its systems. We developed a new online shopping website, which will run on an entirely redesigned, upgraded platform. We are also committing significant time and energy to review and test our electronic security, including augmenting our security policies, procedures and practices.