Zappos had sincerity and desire to deliver happiness to customer and employees , Zappos not selling just shoes but their give happiness to customer and Zappos their can showing how much their care about customer “Most companies have a negative view toward returns, but Zappos’ mentality is the complete opposite. It sees returns as the ability to maintain customer relationships and to increase its profits. Zappos offers a 100% Satisfaction Guaranteed Return Policy. If a customer is not satisfied with a purchase, he or she can return it within 365 days for a full refund”.