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Customer Profile
BondiBoost developed its products on the shores of the iconic Bondi Beach using high-quality Australian ingredients. The brand exploded in popularity and now sells across geographies and channels, including Ulta, Sephora, and more.
They partner with ShipBob for their DTC orders to gain visibility, fulfill orders on time, and delight customers.
Viral haircare and hair tool brand, BondiBoost, achieves on-time fulfillment and delivery to delight customers and reduce CX tickets.
Key metrics
- 98% on-time fulfillment and DEA
- 0.01% mispick rate
- 100K orders shipped this year
About BondiBoost
After months of research, the BondiBoost team found a harsh reality… the majority of people are unhappy with their hair quality for multiple reasons, including thickness, texture, breakage, length, volume, and flakiness. They decided it was time to solve these problems and pioneer a range of salon-professional products, and BondiBoost was born.
BondiBoost grew fast. The first six weeks matched the plan for the first 12 months, and within two years, the brand was stocked at Ulta. Today, the vegan, cruelty-free range covers everything from anti-thinning shampoos to infrared styling brushes.
As the brand scaled, its fulfillment needs scaled with it. BondiBoost partnered with ShipBob to fulfill its Australian DTC orders. Here’s how the team gained live visibility, cut order errors, and planned for peak with confidence.
Gaining real-time visibility to keep up with fast growth
As told to ShipBob by Irene Panebianco, General Manager at BondiBoost.*
Before ShipBob, we worked with a different ecommerce fulfillment expert in Australia. They got orders to our customers, but their technology wasn’t as advanced as we needed.
We couldn’t see exactly where our orders were. An order went in, and we only saw it once it had a tracking number. We couldn’t see what was on the floor or where our products sat. Their systems also didn’t integrate with ours the way we wanted. That was the biggest gap for us.
We decided we needed a new fulfillment partner, and our operations team wrote a detailed brief that outlined our requirements. The ability to see live data was our top priority. We also wanted that data to support our demand planning, so we weren’t waiting on a stock take every six months or once a year.
During those conversations, ShipBob’s software stood out to us the most.
We never had anything like it before. That visibility feeds our demand planning. Now, we don’t wait for a stocktake to know where we stand. We see the data live.
“ShipBob’s technology is far ahead of what we had before. The number one benefit of ShipBob is the technology and what you can actually do with it. Access to real-time data has been the biggest difference for us since we switched our fulfillment to ShipBob.”
Irene Panebianco, General Manager at BondiBoost
Gaining a proactive support team that makes ops seamless
The ShipBob team has been great. Customer service and support have been a big differentiator.
We have 2 Merchant Success Managers – one in the US and one in Australia. This gives us regional support wherever and whenever we need it. That has been helpful for us as a global brand with a global team.
ShipBob works closely with our team to understand what’s coming up for the business. We meet weekly, which allows us to resolve issues quickly and keeps everyone on the same page. That short meeting saves us so much time. We’ve settled into a solid rhythm.
We recently moved our inventory into a new ShipBob fulfillment center. Normally, moves like that are a headache. This one was so smooth. We didn’t hear a thing about it. That’s rare.
In the last six months, nothing has needed escalating. Everything’s been running smoothly.
Tracking every batch down to the bay
Since we carry products that are applied to the hair and scalp, batch control matters a lot.
“From the ShipBob dashboard, we can see each batch in the fulfillment center. We can actually see exactly where our product is sitting, down to the specific bay they’re in.”
Irene Panebianco, General Manager at BondiBoost
If there’s ever an issue with a product line, we can pull the entire batch immediately. We click the batch, and ShipBob removes it based on how we have our settings configured.
From a fulfillment perspective, that’s super important. We haven’t needed it, but we have the peace of mind of knowing we can.
Cutting order errors and customer service tickets
ShipBob has a tech-savvy system, and it shows. We’ve experienced fewer order errors due to their pick-and-pack system. Our mispick rate is 0.01%.
In the past, we had to send replacements when the wrong product was shipped. Since partnering with ShipBob, that has dropped significantly. We’ve had fewer mistakes on our DTC orders, and at a high volume, that matters.
When orders go out correctly, fewer customers need to write in. Fewer order issues also mean fewer customer service inquiries. That means there are fewer tickets and less pressure on our customer service team.
“ShipBob really shines with our DTC orders. On-time order fulfillment and delivery estimate accuracy (DEA) are at 98%. That keeps our customers happy.”
Irene Panebianco, General Manager at BondiBoost
Planning for peak with real demand data
We’ve been with ShipBob for almost two years. As we plan for peak season, that history helps. We can look back at last Black Friday and see what the uptick was.
We can see the demand, and so can ShipBob. They use that data to make sure we have enough staff to fulfill this year’s orders.
ShipBob is also willing to work with us on diversifying our carrier mix. That level of support and collaboration matters when order volume climbs.
Running bundles without extra kitting costs
Our customers love bundles. On our website, they see a bundle, but in the back end, it’s just the individual products.
ShipBob picks each product from its own picking bay. Because of how ShipBob is set up, we don’t need separate bays for each bundle. We can run multiple bundles without the overhead of pre-kitted bundles.
“With ShipBob, we skip the kitting costs, and we can launch offers quickly and move with the market. That’s huge when you’re sending out thousands of orders per week.”
Irene Panebianco, General Manager at BondiBoost
Our build-your-own bundle is a great example. Customers choose whatever products they want. It’s a great product on our website, and a lot of customers buy into it. It’s simple on our end. We set up the bundles, and they flow into ShipBob automatically.
What’s next for BondiBoost
Same-day shipping is next on our list. It’s huge in the US. In Australia, we’re working on what that could look like for us.
We’re also looking at how we can use ShipBob’s AI tools.
And we have a new two-in-one tool already sitting in ShipBob. We’re excited to bring it to market.
*The metrics in this case study were supplied by the merchant. ShipBob makes no representations regarding their accuracy.
BondiBoost’s team at ShipBob
Christian Cole
Christian is the Lead Merchant Success Manager who supports BondiBoost in the US.
Neva Forbes
Neva is the Sr. Merchant Success Manager who supports BondiBoost in Australia.
Johnny Dawes
Johnny is the Sr. Account Executive who helped BondiBoost get started with ShipBob.
Guillaume Deront
Guillaume is ShipBob’s Vice President – General Manager, Australia, and serves as the Executive Sponsor for BondiBoost.
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