Heroshe Q4 2024 Report Card

At Heroshe, we do more than ship packages—we deliver joy to doorsteps across Nigeria. Our mission is to improve lives by opening access to global commerce. While Q4 brought challenges, it strengthened our resolve to serve you better.

This is the beginning of a new tradition: our quarterly report card. Every quarter, we will celebrate milestones, confront challenges, and share our journey with you—our most valued partners.

Performance Overview

Q4 tested us like never before. After celebrating record-breaking shipping times in Q3 (an average of 12 days), we faced hurdles caused by our move from Houston to Delaware and the holiday season rush. Shipping timelines stretched, but you reminded us why we do what we do.

Challenges and How We Fought Back & Bounced Back

Why Delaware, and Why Now?

Change is not always easy, but we knew this was right. We didn’t just decide to go to Delaware on a whim; we made careful consideration. Delaware is one of the few states in the US that does not charge sales tax. This tax-free advantage ensures that you save money on every purchase.

But that is not all. Delaware’s proximity to key airports like Washington DC, Philadelphia, New York, and New Jersey—along with its access to major seaports in Baltimore, New Jersey, and Philadelphia—makes it perfect for international shipping.

We initially opened the Delaware warehouse exclusively for our Pro and Premium customers to give them access to tax-free shopping. However, as demand grew significantly, it became clear that our customers preferred Delaware over Houston. From a business standpoint, consolidating operations in Delaware, where our customers already were, made sense.

The move has been a learning curve. While we trained new staff and set up systems, the surge in demand temporarily outpaced our capacity. This caused delays, but we worked tirelessly to stabilize and improve operations. Our team was fully committed to ensuring we returned to normal and got to a smoother process. Your patience and trust mean so much to us, and we are confident this move will result in a better shipping experience for you.

Operational Hurdles

We recently faced challenges securing cargo flights, adding to backlogs. We are working hard to resolve these issues and ensure smooth deliveries for our customers.

To solve this, we partnered with additional logistics providers and worked overtime to clear the backlog. Starting in January, we expect these constraints to gradually ease and shipping timelines to improve significantly.

Customer Concerns

In Q4, however, your major concern was the shipping delays.

To address this, we enhanced our customer communication strategy:

• Pop-up notifications were added to the dashboard to provide real-time updates.
• Sent segmented emails to keep customers informed, especially those with affected shipments.
• Leveraged our community channel for updates and feedback.
• We hosted customer town hall meetings, during which our CEO, Osinachi Ukomadu, directly addressed the situation and shared plans to resolve it.

In Q1 2025, expect even more proactive updates—because you deserve to know what is happening every step of the way.

A Thank You, and a Gift

We know actions speak louder than words. We rolled out a Premium Customer Offer to all Heroshe customers to ease the burden. We also reduced the minimum weight from 0.3kg to 0.1kg—saving you $1.60 per shipment. This small change is just the beginning. We are grateful for your patience and committed to doing more to show how much you mean to us.

Turning the Page: Q1 2025

We are committed to earning back your trust and delivering an exceptional customer experience. Here is what you can expect:

Back to Normal Operations: Based on historical trends, we anticipate shipping timelines will normalize by the end of January to the beginning of February. Starting in January, we will move shipments in smaller batches to ensure steady progress.

Enhanced Communication: We are adopting a more proactive approach to communication, asking critical operational questions well ahead of peak periods to set accurate customer expectations.

Exciting New Features: We have some amazing updates lined up for you. While I don’t have full permission from my oga at the top to share ALL the new product features, I can give you a sneak peek of what is coming your way from Heroshe next year.

• Buy for Me 2.0: We are bringing back our popular Buy for Me service and making it even better. With Buy for Me, you tell us what you want, and we buy it for you. In its first phase, this service fulfilled thousands of orders; next year, it will be even bigger and better.
• Global Selling Solution for Entrepreneurs: Are you a business owner looking to expand your reach? We are introducing a solution that will help you sell your products globally. No matter where your customers are, you can reach them and grow your business like never before.
• Earn Extra Income: If you want to make some extra money, we have a fantastic opportunity. We will share more details soon, but rest assured, it will be worth your time.
• A Brand-New Website: “New Year, New Me” is not just a saying—it is also our plan for the coming year. We are launching a completely redesigned website that will be easier to use, faster, and more exciting to explore.

Operational Improvements: We are revamping our warehouse processes to ensure faster throughput and more reliable shipping. Crisis management protocols will also be strengthened to address challenges more efficiently in the future.

Our Promise to You

We know Q4 was not perfect, but it is not how we fall that defines us—it is how we rise. By Q1 2025, we will be back to our record-breaking shipping times. That is a promise.

This report card is the first step in holding ourselves accountable. We will update you quarterly to share our progress, challenges, and plans. You are more than customers—you are a partner to the Heroshe movement. You are HEROSTARS, and your trust fuels us to do better.