Who Does Carbon38 Use for Warehousing & Fulfillment?

Carbon38 uses MasonHub as their primary third-party logistics (3PL) and fulfillment partner.

Introduction to Carbon38

Founded in 2014, Carbon38 is a premier multi-brand luxury athletic retail concept that expertly blends high-performance activewear with fashion-forward aesthetics. Starting with just five brands, Carbon38 has expanded to work with over 260 brands to date, with 75% being female-founded or female-run businesses. The company carries prestigious labels such as Adidas by Stella McCartney, LoveShackFancy, Balmain, Reebok X Victoria Beckham, and Sweaty Betty, while also offering their own branded line of workout wear launched in 2015.

Carbon38 operates across multiple channels including their e-commerce platform, physical retail locations in Palisades Park and Bridgehampton, and through strategic partnerships. From a startup to achieving over $50 million in revenue through successful funding rounds, Carbon38 has established itself as a leader in the luxury activewear space. In January 2024, the company entered a new chapter when it was acquired by BC Brands alongside competitor Bandier, signaling further growth potential in both domestic and international markets.

Why Carbon38 Needed to Optimize Their Fulfillment

Despite their impressive growth trajectory, Carbon38 faced significant challenges with their previous fulfillment operations that threatened to undermine their premium brand experience:

• Inconsistent fulfillment performance: Their previous fulfillment provider consistently failed to meet agreed-upon fill rates and service levels, creating inventory management issues
• Lengthy returns processing: Returns took an unacceptable 3-4 weeks to process, creating customer dissatisfaction and tying up inventory
• Supply chain opacity: Carbon38 lacked real-time visibility into their inventory and fulfillment operations
• Brand experience concerns: As a luxury retailer managing over 10,000 SKUs, Carbon38 needed a partner who understood the importance of packaging and unboxing experience to protect their premium brand positioning

These challenges became particularly critical as the company scaled across multiple sales channels and faced increasing customer expectations for seamless shopping experiences.

Partnership with MasonHub and Impressive Results

Carbon38's decision to partner with MasonHub has delivered remarkable improvements across their fulfillment operations. The partnership has yielded quantifiable results that have directly impacted their customer experience and operational efficiency:

• Near-perfect fill rate: Improved from 92% to an impressive 99.8% (with peaks reaching 99.98%)
• Lightning-fast returns processing: Reduced from 3-4 weeks to just 48 hours
• Significant reduction in customer service inquiries: Fewer order issues translated to dramatically fewer customer contacts
• Resilient peak handling: Successfully managed Carbon38's daily revenue record during a major sale event
• Improved scalability: Enhanced ability to scale quickly for promotions and manage seasonal demand fluctuations

These improvements have allowed Carbon38 to focus on their core business of curating and selling luxury activewear while ensuring customers receive the premium service experience their brand promises.

The MasonHub Solution for Carbon38

MasonHub implemented a comprehensive fulfillment solution tailored to Carbon38's specific needs as a luxury activewear retailer:

1. End-to-end fulfillment services: Complete order management and fulfillment services aligned with Carbon38's premium brand standards
2. Real-time visibility platform: Implementation of a transparent system allowing Carbon38 to track inventory and orders in real-time
3. Cost-effective shipping: Access to preferential carrier rates through MasonHub's established shipping partnerships
4. Streamlined returns processing: Implementation of an efficient returns system that dramatically reduced processing time
5. Scalable infrastructure: Flexible fulfillment capacity to accommodate seasonal peaks and promotional events

Joseph Littlefield, VP Operations and Supply Chain at Carbon38, oversaw the migration from their previous fulfillment partner to MasonHub, ensuring a smooth transition that maintained service levels during the change.

Key Lessons for Other eCommerce Brands

The Carbon38-MasonHub partnership offers valuable insights for other eCommerce brands considering their fulfillment strategy:

1. Returns processing speed directly impacts customer satisfaction and inventory efficiency: Reducing returns processing from weeks to days not only improves customer experience but also allows inventory to be made available for resale much faster
2. Supply chain visibility is essential for modern eCommerce operations: Real-time insight into inventory and order status enables better decision-making and customer service
3. Fulfillment partners should align with your brand values: For premium brands like Carbon38, the unboxing experience is an extension of the brand, requiring a 3PL that understands this critical touchpoint
4. Scalability is crucial for managing growth and seasonal demands: The ability to handle unexpected peaks in orders (like Carbon38's record sales day) without disruption is vital for maintaining customer satisfaction

Is MasonHub Right for Your Business?

When evaluating whether MasonHub might be the right fulfillment partner for your business, consider these factors:

• Product type and value: MasonHub excels with premium brands like Carbon38 that require special handling and presentation
• Multi-channel selling: If you operate across various sales channels (DTC, retail, marketplace), MasonHub's omnichannel capabilities could be valuable
• Return volume: Brands with significant returns (common in apparel) will benefit from MasonHub's efficient returns processing
• Growth trajectory: Companies experiencing rapid growth need a partner who can scale with them through seasonal peaks and promotional events
• Brand experience priorities: If your unboxing experience is a key part of your brand strategy, MasonHub's attention to packaging details may align with your needs

To determine if MasonHub or another 3PL provider might be best suited for your specific needs, consider using a 3PL matchmaking service that can help identify the ideal fulfillment partner based on your unique requirements.

Final Thoughts: The Impact of Strategic Fulfillment Partnerships

Carbon38's partnership with MasonHub demonstrates how the right fulfillment strategy can significantly impact both operational efficiency and customer experience. For luxury brands operating in competitive markets, selecting a 3PL partner is not merely a logistical decision but a strategic one that affects brand perception, customer satisfaction, and ultimately, business growth.

The near-perfect fill rate, dramatically improved returns processing, and ability to handle unexpected demand surges have allowed Carbon38 to deliver on their premium brand promise consistently. As they continue their growth trajectory under the new BC Brands ownership structure, their solid fulfillment foundation with MasonHub positions them well for future expansion.

For brands facing similar challenges to those Carbon38 experienced, taking a critical look at your current fulfillment operations and considering whether a specialized partner like MasonHub might deliver similar improvements could be a valuable exercise. In today's competitive eCommerce landscape, fulfillment excellence has become a clear differentiator that can significantly impact your bottom line.