Sleepy Tofu Japan Co., Ltd. Adopts Recustomer for Official Online Store of Mattress Brand 'SLEEPY TOFU'

Recustomer Inc. (Headquarters: Chuo-ku, Tokyo; Representatives: CEO Yasuhiro Shibata and Shota Tsuno, hereinafter 'Recustomer') announces that Sleepy Tofu Japan Co., Ltd. (Headquarters: Minato-ku, Tokyo), operator of the Taiwan-origin mattress brand 'SLEEPY TOFU (Sleepy Tofu)', has adopted the post-purchase experience platform 'Recustomer'. The adoption aims to improve the convenience of return procedures associated with the 120-day trial and enhance the overall post-purchase customer experience. This implementation also includes the use of Recustomer’s 'Multiple Scheduling Pickup Function,' which allows customers to specify multiple preferred pickup dates during returns.

Background of Adoption

Sleepy Tofu Japan Co., Ltd. offers a 120-day trial program through its official online store, allowing customers to thoroughly test mattresses at home.

Since it is difficult to determine whether a mattress suits one’s body without actually sleeping on it, a certain number of returns are inevitable. However, previously, return requests were accepted only via email, making it difficult for customers to confirm whether their request was received or to track its current status—leading to customer anxiety. As the return experience significantly impacts overall brand perception, there was a strong need to create a more reassuring and user-friendly post-purchase environment.

Additionally, returning large items like mattresses presented a unique challenge: arranging pickup logistics. Due to limitations in carrier availability and loading capacity, scheduling pickups was often difficult, frequently requiring rescheduling and phone follow-ups. To resolve these issues and provide a more seamless trial experience, Sleepy Tofu Japan decided to adopt 'Recustomer'.

Key Factors for Adoption

The primary deciding factor was the platform’s intuitive and simple customer interface, allowing users to complete return procedures effortlessly, combined with an admin dashboard that feels familiar to existing e-commerce operations.

The ability to deliver a low-friction return experience for both customers and operators was highly valued, leading to the adoption decision.

Utilizing the New 'Multiple Scheduling Pickup Function' for Smoother Large-Item Returns

For this implementation, Recustomer’s latest feature, the 'Multiple Scheduling Pickup Function'—launched in May 2026—was adopted to support SLEEPY TOFU’s return workflow. This function addresses key logistical challenges associated with large-item returns as follows:

Flexible 'Multiple Date Selection' for Carrier Coordination

Customers can now propose multiple preferred pickup dates and time slots, enabling flexible scheduling based on carrier availability (number of dates and time windows are customizable).

'Custom Pickup' Without Carrier Restrictions

Even when using carriers without API integration, pickups can be smoothly arranged through a dedicated custom form.

'Logistics Condition Settings' Based on Regional Capacity

By setting restrictions at the postal code level, pickup schedules can be automatically optimized according to regional carrier capacity.

By leveraging these features, large-item pickup scheduling—previously prone to delays—is now streamlined. This significantly reduces the need for customer support follow-ups and phone coordination due to rescheduling.

Expected Benefits

Enhanced Customer Confidence Through Fully Online Return Process

Customers can now track the status of their return request from submission to completion in real time, eliminating the 'black box' feeling of uncertainty and reducing anxiety.

Reduced Burden of Returning Large Items Through Smooth Scheduling

By allowing multiple pickup date options, both the psychological and physical barriers to returning large items are lowered. At the same time, operational costs and phone support workload related to rescheduling are reduced.

Operational Efficiency Through Back-Office Automation

Transitioning from manual email-based handling to system-managed workflows eliminates missed responses and redundant confirmation efforts, significantly streamlining post-purchase operations.

Brand Value Enhancement Through a 'Stress-Free Trial Experience'

Providing a seamless and pleasant experience even during returns builds trust in the brand. The assurance that 'SLEEPY TOFU makes trial easy and risk-free' encourages future repurchases and exploration of other products.

Future Outlook

Sleepy Tofu Japan Co., Ltd. will continue leveraging 'Recustomer' to continuously optimize post-purchase experiences, including the 120-day trial program. The company aims to standardize and streamline return processes, enabling customers to resolve issues independently and reducing reliance on customer service inquiries. Recustomer will continue to support enhanced customer experiences and sustainable business growth for e-commerce operators through its product offerings.

About the Post-Purchase Experience Platform 'Recustomer'

Recustomer is a post-purchase experience platform designed to enhance customer experience and create new touchpoints. It offers five core services: 'Recustomer Delivery Tracking' (order tracking and delivery notifications), 'Recustomer Returns & Exchanges' and 'Recustomer Cancellations' (automating return, exchange, and order cancellation), 'Recustomer Try-Before-You-Buy' (enabling trial purchases), and 'Recustomer Pre-Order/Restock Reservation' (using patented re-authorization technology for flexible sales models). By delivering exceptional post-purchase experiences, Recustomer enhances user satisfaction and supports increased sales for e-commerce businesses.

Service Website: https://recustomer.me/

Company Overview: Recustomer Inc.

Company Name: Recustomer Inc.

Representatives: CEO Yasuhiro Shibata, Shota Tsuno

Business: Development and operation of the post-purchase experience platform 'Recustomer'

Founded: March 2017

Headquarters: Ginza Quint 8F, 5-14-1 Ginza, Chuo-ku, Tokyo