Retriever – Hims & Hers

Hims & Hers uses Retriever to make remote-first work more efficient, eliminating trips to the post office for IT employees and increasing its device retrieval rate.

Hims & Hers made its mark by providing high-quality telehealth and discreet prescription delivery services for people looking to improve their mental, sexual, and physical health. While Hims & Hers customers saved precious time skipping pharmacy lines and doctor’s office wait times, the Hims & Hers team lost hours of theirs preparing shipping labels and mailing empty boxes to former employees to retrieve laptops and monitors.

Victor Meza, Associate Director of IT at Hims & Hers, knew there had to be a better way. After researching solutions, Meza discovered Retriever. “It was a no-brainer for a remote-first company like ours. Before, we had to manually send boxes to each former employee with a return label to get any devices back. It was so time-consuming, all that back-and-forth.”

Meza hopped on a call with Retriever and got set up in minutes. Now, if a Hims & Hers employee leaves, anyone on the team can submit a return request using their admin dashboard. Within just one business day, Retriever creates and sends a shipping label and a padded, environmentally-friendly box to the requested address with easy-to-follow instructions to ensure the device gets back quickly and safely.

Throughout the process, Retriever keeps everyone informed, so no one at Hims & Hers team has to look up tracking numbers and send updates. When a box ships, Retriever notifies the recipient. When a box arrives and when it’s sent back, Retriever notifies the team at Hims & Hers. If a return is delayed, Retriever automatically sends the recipient three reminders, all tested for efficacy to ensure the highest return rate possible.

The kinds of questions that Hims & Hers used to get from former employees about device returns—Can you ship my box to a different address? Can you set up a UPS home pick-up for my laptop return?—now get fielded by Retriever’s customer support team instead.

All that time IT spent managing the once-manual returns process gets redirected to supporting the 800 current employees working at Hims & Hers. As Meza puts it, “Why would we deal with all that hassle when Retriever can handle it for us?”