Purolator Survey: Free Returns Important to Online Consumers

Free shipping for return items is an important and often decision-driving consideration to Canadian consumers – who represent a $292 billion export market to United States retailers — a post-holiday survey by Purolator revealed.

According to a survey conducted by Purolator Inc., the Canadian parent company of U.S.-based Purolator International (Jericho, NY) which is the leading provider of cross-border logistics between the U.S. and Canada, 75 percent of Canadians who recently said they would likely return one or more of their holiday gifts also said they would be more likely to shop for gifts online knowing they could be returned with free shipping.  Four of ten of those said they have in the past shopped with a particular vendor online because of the offer of free return shipping.

“This survey demonstrates that E-commerce merchants and retailers can add value and a level of comfort to Canadian customer purchases through a free and easy return policy across the border,” said John Costanzo, President of Purolator International.

Product returns account for eight- to nine-percent of a typical business’s total sales volume, and 80 percent of those returns are undamaged items that can be re-purposed into other channels with a well-managed returns plan, minimizing loss, Costanzo noted.   Total returns from Canada to the United States were valued at $8.6 billion in 2011.

“While e-commerce has certainly made shopping across borders easier, shipping across borders remains a highly regulated and complex process, and offering the type of convenient returns policy that consumers demand requires a logistics partner that can manage the regulatory and distribution challenges presented by the Canadian marketplace,” Costanzo added.


About Purolator International

Purolator International is a subsidiary of Purolator Inc., Canada’s largest integrated parcel and freight delivery services provider.  Purolator International specializes in the air and surface forwarding of Express, Freight and Parcel shipments, customs brokerage, and fulfillment and delivery services to, from and within Canada.  Purolator International was recently recognized as a Great Supply Chain Partner by Supply Chain Brain magazine.

In addition to facilities throughout New York, Purolator International has locations in key U.S. and Canadian markets including Atlanta, Baltimore, Boston, Buffalo, Charlotte, Chicago, Cincinnati, Cleveland, Columbus, Dallas/Ft. Worth, Denver, Detroit, Houston, Indianapolis, Los Angeles, Miami, Milwaukee, Minneapolis, Montreal, Nashville, Newark, Philadelphia, Phoenix, Pittsburgh, Raleigh/Durham, Salt Lake City, San Diego, San Francisco, Seattle, Saint Louis, Toronto, and Vancouver. 

For more information about Purolator International, visit www.purolatorinternational.com.