How Orient Watch USA Beat Porch Piracy After 1-Day HubBox Setup
Orient Watch USA integrated HubBox’s award-winning pickup at checkout software to reduce package theft and improve customer satisfaction. Since implementation, lost package claims have been eliminated for customers opting for secure pickup.
Key facts
- • Sector: Jewelry and timepieces
- • Main use case: Porch piracy
- • Implementation time: 1 day
- • Country: USA
Orient Watch USA is the official U.S. distributor of Orient Watch, a Japanese brand known for its high-quality, affordable automatic watches. With a strong heritage dating back to the 1950s, Orient Watch focuses on craftsmanship and accessibility, offering timepieces that combine precision with classic design.
James Wong, E-commerce Manager at Orient Watch USA, shares how HubBox has reduced lost package claims and improved the customer experience.
The challenges
Before HubBox, Orient Watch USA faced significant issues with porch piracy and missing packages. This led to:
- • Frequent theft of high-value watches, leading to increased customer complaints
- • Increased customer service workload due to lost package claims and disputes
- • Lost sales from customers hesitant to order due to delivery risks
James says: “Our packages are high value but small, making them easy targets for theft. With an AOV of $245, and around five packages going missing every week, it was an issue we couldn’t afford to ignore.”
The solution
Orient Watch USA wanted to offer pickup as a delivery option at checkout so they could reduce theft while maintaining a seamless shopping experience.
How HubBox helped:
- • Seamless Shopify integration. Setup was quick and required minimal effort
- • Secure pickup options. Customers can now choose safe, local pickup locations. No more packages left on doorsteps!
- • Instant adoption. Without any promotion, customers immediately started using the service
The results
- • Dramatic reduction in lost packages – from 1.5% to virtually zero for pickup orders.
- • Improved customer confidence. Secure pickup helps mitigate delivery concerns and reduce complaints about missing packages.
- • Effortless adoption. After just eight weeks of being live on Orient Watch USA’s checkout, 8-10% of customers now choose pickup – with support available to grow this with ongoing UX optimization.
- • Lower shipping costs. Each pickup order saves around $1 due to consolidated deliveries and reduced carrier rates.
James adds: “For the 8-10% of orders that are now shipped to a pickup point using HubBox, package theft has been virtually eliminated. With each order worth $245, that’s a major result!”
Why HubBox
HubBox was the perfect solution for Orient Watch USA due to its fast and easy integration, which was complete in just one day.
The software has significantly improved delivery security for the brand’s high-value items by reducing package loss. It has also provided customers with greater flexibility and peace of mind.
James adds: “For customers, the ability to pick up a package at their convenience is a strong incentive to buy. Given our average order value, just a couple of prevented thefts make HubBox pay for itself – it’s a no-brainer.”