Case Study: Peak Design achieves seamless global returns and faster refunds with PayPal (Happy Returns)

Happy Returns provides international return and exchange solutions to Peak Design

Peak Design, founded in 2010 to solve a photographer’s carrying problems with the Capture device, grew quickly into a global direct-to-consumer brand with about 70% of customers outside the U.S. That international scale created headaches: returns and exchanges were costly, slow, and largely manual despite opening regional 3PLs, and Peak Design needed a robust solution that treated international customers the same as domestic ones.

Happy Returns implemented a self-service international returns program—prepaid labels with dynamic routing to the nearest 3PL, multi-carrier support, QR code drop-off at Return Bars, and automatic refunds on carrier scan—eliminating manual work and speeding refunds. The result: consistent domestic and international experiences, zero NPS detractor scores for returns, roughly ten minutes saved per international ticket, and greater flexibility and sustainability as Peak Design expands carrier options and Return Bar coverage.

Peak Design

Jen Howell

Director of Customer Experience and Logistics