Communication (With Customers and for Handling) Wayfair, LLC

2 Importance of Labels Why are labels needed? By placing communication regarding the location of parts/cushions in a visible area on the outside of the packaging or safely on the product, we can improve the customer experience and avoid calls to both of our customer service teams. Customers aren’t always aware there are hidden storage areas in products, or may not look in the instruction booklet to pin point the location of such parts. Sometimes parts shift in the packaging – this should be avoided with immobilizing the parts and labeling them well. Carriers/handlers may not be aware how to handle your product without instructions. Where to place labels For the customer: 1.On the shipping container itself, where the customer opens the package 2.On the product, provided the label does not cosmetically tarnish the product 3.On a red ribbon or hang tag that is connected to a storage compartment (drawer containing hardware, pouch containing feet or cushions) For the carrier/delivery agent: 1.On a visible side (do not place communication on the top or bottom of the container) 2.Stickers should be adhered on top of stretch wrap if the shipment has a protective film.

3 Where should the customer look?

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5 Customers: How to handle the product For the customer: 1.If your item is too heavy for one person to open and remove from the packaging, be sure the carton shows or states that. 2.If there is an easy way to open the carton, or an orientation the customer should open it in, add arrows, verbiage like, “Cut to open here”, or use dotted lines to guide the customer to the proper place to open the product. If there is an intended way to open the carton, add signage and wording to convey; ie, “Cut here to open,” “Do not use knife,” or, “Open from this end.” 3.If the customer should or should not lift the product out of the packaging a certain way (for instance, vanity tops that should be carried vertically, not flat/horizontally), there should be an illustration. Open this carton this side up

6 Shippers: How to handle the product For the shipper: Be sure to communicate the needs of your product to the shipper, like fragility, orientation, and environmental hazards. Use large, high contrast labels or pictures printed on the shipping container, similar to those below. Be sure the communication is in an easy-to-read location, on the flat, forward facing sides of the products, rather than the top or bottom of the boxes.

7 Floor Stripes on Cartons What are carton floor stripes? Adding a thick stripe to a carton indicates to a handler which side(s) can touch the floor. This stripe can be any color, but it’s usually black. Pairing this stripe with a directional arrow is extremely effective in educating handlers which direction your product should remain when being loaded onto a truck, unloaded, or brought into the home. Example: THIS END UP

8 This box contains hardware/parts. Do not discard. Steer the customer to important hardware/parts When parts are stored in an unmarked box or bag, steer the customer to them by using a string or hardware ribbon. Use stickers on the outside of the carton and on the hardware/parts pack to alert the customer something important is contained within.

9 Carton Labels Risks to a Label Texture/Composition: the surface the label is adhering to can affect how the adhesive will function. 1.Glass, fabric, and corrugate may require different types of adhesive chemical makeup to achieve permanence. 2.Rougher surfaces, like fabric, may require a more aggressive adhesive. Shape: the stiffness of labels can determine whether a label can mold to the shape of the product and remain in place. The firmer the label, the harder it is to bond with the surface of a curved product Cleanliness: dirt and dust on cartons or plastic can prevent a label from adhering to the surface. Wipe off the surface before adhering the label. Temperature: extreme cold and hot temperatures can crystalize or melt adhesive. Moisture contact: the amount of humidity in the atmosphere can impact the adhesion of labels, especially at point of application. Service conditions: consider the environment the product has to travel through: conveyors, handling, other product, etc. Which Type to Use Pressure Sensitive Adhesives are optimal 1.Permanent: these labels create an immediate, strong bond with the contact surface, and are not easily removed or 2.Repositionable: initially have a weaker bond, so the label can be moved, but become permanent with time. Characteristics of a strong label: 1.High Solvent/Moisture Resistance 2.Mandrel Hold – able to mold to shape (curved or uneven surfaces) and prevent “flagging” or “dog-earing” 3.Temperature-appropriate labels based on application temperature (where the labels are applied) Do not use: Minimum Application Temperature labels Removable labels