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Quality products, our Happiness Guarantee, and fast discreet shipping. -Every product we offer we have deemed body safe and high quality. We have a 2% complain

Quality products, our Happiness Guarantee, and fast discreet shipping. -Every product we offer we have deemed body safe and high quality. We have a 2% complaint rule; if 2% of a product's sales result in a complaint, we stop selling it. -Free 90 day returns. Almost unheard of. Most retailers offer no returns or a 7 day guarantee. We stand behind our products. -We deliver 98% of orders in 48 hours or less in boring brown boxes.

staunch 16y ago
Discreet shipping and quality products don't seem very different. A liberal returns policy could be though. The Zappos Strategy. Get people to tell themselves that they're not really "buying" a toy, they're just going to try it out and then return it and get their money back. Store credit is meaningless -- that is not a refund. Free shipping is essential as well. Both ways. Otherwise people are thinking about how much the shipping will cost. The key is for people to think they can screw the store. They'll try out a toy, return it, and be out no money. The secret is that most people buy something and either enjoy it enough, or are too lazy, to return it. That's when you win. The problem is that you need to have enough money/inventory to support the people that do return. Obviously you have to have limits, to minimize abuse. This costs money though. It may not be a strategy you can afford to pursue.
- mattblalock 16y ago
  Discreet shipping and quality aren't very different. The quality service (phone, live chat, and e-mail) also play a part in our difference. Or so I like to think... I tried free shipping for a while, maybe two months, and found absolutely no increase in sales or average ticket. This was after tring a flat rate, $5 for all orders, 1 item or 40. No real change there. When I said "Screw it!" and switched to a calculated Priority Mail, I saw a 200% increase in average order - and I've stuck with that. Maybe I should give free shipping another try, I can do some A/B testing with free shipping and see how it goes for conversion rates. The biggest problem is attracting new eyes. Google ads are just far too expensive and not netting any real results (1-3% conversions).
coverband 16y ago
These are the minimums you need to have for any company these days... Not a significant differentiator for you, unless everyone else sucks in your industry...
- mattblalock 16y ago
  Most do suck. Most of our competitors have dismal websites filled with naked women and men. They have a no-returns policy, offer no support at all, and many (maybe 80% of those we've evaluated) don't even publish an address or phone number on their website. That's why I got into the industry, I felt I could offer something different, something better. Now I'm feeling like people want the craptastic websites and piss-poor support. *these statements are pretty much anecdotal.

staunch 16y ago

Discreet shipping and quality products don't seem very different. A liberal returns policy could be though. The Zappos Strategy. Get people to tell themselves that they're not really "buying" a toy, they're just going to try it out and then return it and get their money back. Store credit is meaningless -- that is not a refund. Free shipping is essential as well. Both ways. Otherwise people are thinking about how much the shipping will cost. The key is for people to think they can screw the store. They'll try out a toy, return it, and be out no money. The secret is that most people buy something and either enjoy it enough, or are too lazy, to return it. That's when you win. The problem is that you need to have enough money/inventory to support the people that do return. Obviously you have to have limits, to minimize abuse. This costs money though. It may not be a strategy you can afford to pursue.

mattblalock 16y ago
Discreet shipping and quality aren't very different. The quality service (phone, live chat, and e-mail) also play a part in our difference. Or so I like to think... I tried free shipping for a while, maybe two months, and found absolutely no increase in sales or average ticket. This was after tring a flat rate, $5 for all orders, 1 item or 40. No real change there. When I said "Screw it!" and switched to a calculated Priority Mail, I saw a 200% increase in average order - and I've stuck with that. Maybe I should give free shipping another try, I can do some A/B testing with free shipping and see how it goes for conversion rates. The biggest problem is attracting new eyes. Google ads are just far too expensive and not netting any real results (1-3% conversions).

coverband 16y ago

These are the minimums you need to have for any company these days... Not a significant differentiator for you, unless everyone else sucks in your industry...

mattblalock 16y ago
Most do suck. Most of our competitors have dismal websites filled with naked women and men. They have a no-returns policy, offer no support at all, and many (maybe 80% of those we've evaluated) don't even publish an address or phone number on their website. That's why I got into the industry, I felt I could offer something different, something better. Now I'm feeling like people want the craptastic websites and piss-poor support. *these statements are pretty much anecdotal.