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Frequency Asked Questions

Return & Exchange
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How do I clean my backpack?

Day Owl bags break in like a great pair of boots. As you use it, your bag will develop a character that is unique to what you do and where you go with it. If your First Mile™ canvas manages to catch a stain, simply spot clean it with water and a mild detergent, and air dry. If needed, your bag can be machine washed in a cold, gentle cycle with a small amount of detergent. Do not dry clean. If your bag gets ripped, chewed, or otherwise damaged, contact us at help@dayowl.com to begin the repair process.

What happens if I spill wine, coffee, water, or (insert liquid here) in the neoprene bottle pocket?

Fear not! We’ve spilled all of the above in the water bottle pocket. The beauty of the neoprene is that the liquid in question pools up in the bottom of the pocket and usually won’t make its way into the main compartment.

To clean, open the pocket and stuff a clean washcloth or dish towel into the pocket to soak up the liquid. Then, turn the pocket inside out and scrub it with a little detergent and water. Air-dry it in a warm, dry place (make sure it’s completely dry) before zipping it up and continuing on your way.

Do you offer repairs if something happens to my Day Owl products?

At Day Owl, we design and manufacture products to last. Our products began as trash in landfills and we are committed to ensuring that they never end up back there. We offer in house repairs at our workshop in Pittsburgh, PA to ensure our products remain in use for as long as possible. If you are in need of a repair, just email help@dayowl.com to begin the process.

Can I still return or exchange a bag after it has been altered?

At Day Owl we are committed to ensuring no bags ever end up back in a landfill. If you request a repair or customization from our repair shop, it is no longer eligible for a return for refund once the work is completed. If you are done with a bag, Day Owl or not, you can send it back to us. We will clean, repair, and refurbish it and find it a new home!

What is your return policy?

We offer free US returns within 30 days of purchase, no questions asked. This holiday season we have extended our return and exchange window to 60 days so you can shop early without worry! All products are eligible for a return unless it is indicated as final sale on the product page. Click here to begin a return or exchange. Place the prepaid shipping label on top of the original shipping label and send it back to us. You will receive a full refund in the original form of payment once your return is processed.

How do I start a return?

Click here to start a return or exchange. You can also log into your account and select the order you want to return or exchange. You will receive a prepaid shipping label which you can place over the original shipping label so you can reuse the original box. Your refund will be issued once we receive your return.

How do I start an exchange?

Enter your order number and shipping zip code in this here to begin the process. You can find your order number on the packing list that comes in the box your bag came in. or on your confirmation email. If you have any questions or issues, email help@dayowl.com.

Can I exchange a gift?

Absolutely! Just email help@dayowl.com with your order number and purchaser’s name if you have it. You can find your order number on the packing list that comes in the box your bag came in.

When can I expect my refund?

As soon as we receive your return, we will process your refund in your original form of payment. If you haven’t received a refund yet, email help@dayowl.com.

How do I return or exchange an international order?

Email help@dayowl.com to return or exchange an international order. International customers are responsible for transportation costs associated with returns and exchanges.

Where can I find my order status and tracking information?

As soon as your order is fulfilled, you’ll receive an email with your tracking number. If you create an account, you can also log in to check the status of your order. If you’re having trouble tracking your order, chat us or send an email to help@dayowl.com and we’ll help you track it down.

Can I change my order?

Orders are generally fulfilled within 1-3 business days of being placed. If you need to adjust your order, email help@dayowl.com or chat us and we’ll try to catch your order before it flies your way. If we can’t catch it in time, we’ll take care of you once your order arrives. Just make sure you keep the box to send your order back!

Can I expedite my order?

Of course! Just select expedited shipping at checkout to get your order in 2 business days. Orders including the Nimble Champ Lite Portable Charger cannot be guaranteed to ship in 2 business days with expedited shipping. Please note we currently only fulfill orders on business days. Expedited orders must be placed by 1:00 PM EST to guarantee delivery within 2 business days. Orders placed on Fridays after 1:00 PM EST will not be fulfilled until Monday.

Do you ship internationally?

For sure! We’re delighted to ship Day Owl products anywhere (we see you Greenland). Heads up that any shipping, duties, and taxes won’t be free. Your tracking number will take a few days to show movement but we promise it is en route. Nimble Champ Lite Portable Charger is not available to be shipped to Alaska, Hawaii, Puerto Rico, or internationally. If you have any issues, please email help@dayowl.com.

How does a plastic bottle become fabric?

After the plastic bottles reach the recycling facility, the bottles are ground up into plastic flakes. Recycled plastic flake is then extruded into fine strands, then texturized into a soft fiber that rivals many organic materials like cotton. Innovation in these steps allows recycled content like First Mile™ fabrics to take the place of traditional materials, without compromising feel or flex. First Mile™ recycled yarn can be woven or knit to create unique fabrics and textures like the waxed canvas in the Day Owl backpack. Learn more at firstmilemade.com.

What is First Mile material?

First Mile™ supports communities in need by facilitating the collection of plastic bottles to support entrepreneurs and prevent waste from reaching landfills and oceans. Each bottle is sorted, cleaned, shredded, turned into yarn, then knit or woven into fabric to ultimately become apparel, footwear, and accessories for brands around the world. First Mile™ has diverted over 130 million plastic bottles from landfills and oceans. Learn more about the impact happening in the First Mile here.

Where are Day Owl bags manufactured?

All Day Owl products are designed in Pittsburgh, Pennsylvania. We also repair and refurbish all Day Owl and other products in our workshop in Pittsburgh. The plastic bottles used to create the canvas in Day Owl backpacks are collected in Taiwan and the final cut & sew happens at our factory, Kim Ta, which is located in Ho Chi Minh City, Vietnam. Each bag is individually numbered with a unique serial number which can be found on the side of your bag. When you are ready for a new color or size, you can trade in your current bag by registering your serial number and sharing your story here. This way we can ensure it never ends up back in a landfill where it once began as a plastic bottle.

Are your backpacks leather free?

Almost all of our products are now leather free! Check out the materials section on the product page to confirm. We are still searching for a vegan leather alternative that is durable and sustainable. In the meantime, we are using First Mile waxed canvas on the handles and metal serial tags on select colors to limit the amount of leather we use. Both the cord pouch and the more bag are leather free as well!

That said, if you are a vegan leather scientist or know anybody that's making leather-like material or you have an idea for a natural alternative, please email us at help@dayowl.com. We'd love to chat about it. In the meantime, we only use responsible leather that is ** Leather Working Group Certified **or First Mile materials.

What happens to my bag once I trade it back to Day Owl?

Once we receive your trade in, our in house repair shop completes any necessary repairs or upgrades. Then we deep clean the products and resell them as secondhand bags on here. The only thing more sustainable than a Day Owl bag is a secondhand Day Owl bag!

How do I trade in my current bag if I’m not ready to purchase a new one yet?

We are happy to take back your Day Owl (or kickstarter) bags even if you are not ready for a new one yet to ensure they never end up back in a landfill. First, we need you to fill out the trade in form here. Your coupon code will not expire so you can use it whenever you are ready to purchase. After you have completed the form, email help@dayowl.com and ask for a prepaid shipping label so you can send back your trade in.

Can I trade in a non Day Owl bag?

Not yet! We are currently focused on taking full responsibility for the products our own brand has created, but our goal is to be able to take back all bags that need love. In the mean time, if your old backpack still has some life in it, we recommend donating it to a place like The Education Partnership who will see to it that your backpack gets to someone who needs it. If your backpack is in really rough shape, we recommend recycling it with a service like Terracycle.

What bags can I trade-in?

We are currently accepting backpacks, totes, and crossbody's with the purchase of a Day Owl backpack (new or secondhand). A prepaid shipping label will be included with your order. Simply place the bag you are done with in the Day Owl box, reseal it and place the prepaid label over the original. Then, share your story with us here to share with the next owner!

What do you do with the bags once I send them back?

We clean and sanitize before the repair process begins. Each bag is then carefully evaluated for necessary repairs. The artisans use spare parts and materials to mend the bags in Homewood, Pittsburgh Pennsylvania. The label gives the bag a unique number, a signifier of care for the bag. By giving each bag individual care, we are able to keep these bags in circulation and out of the landfill.

We tailor the process to the needs of each bag. You may notice some of our mends are visible and colorful. The bag carries the story and memories of those who made the bag. They carry the wear of those who have used it. We continue these stories by making beautiful, bespoke repairs. Not only is each bag sustainable, they are one of a kind. Each Bag Counts.

Why do you take bags back?

All of our new products began as discarded water bottles sitting in a landfill. We turn this waste into beautiful, highly function products to be used and loved by our customers. If our bags, or any other bags, end up back in a landfill, we would not be fulfilling our mission. Our goal is to transform retail into a fully circular industry where new products are made from waste and used over and over again until they become input materials into the next product. You can learn more about our approach here. Join us today in building a better tomorrow!

How do I send a bag in?

After you complete your purchase of a Day Owl or secondhand backpack, we will include a prepaid shipping label with your order. You can currently send back any backpacks, totes, or crossbody bags you are no longer using. You'll also find a link in your order confirmation to register your bag with us so we can pass along the information and your story with the next owner! The link to the take back form is here.

Are you hiring?

At Day Owl, we are on a mission to create beautiful, useful products that are good for you and the planet. Up for the challenge? See current openings here.

Where are you located?

Our headquarters are in Pittsburgh, Pennsylvania. We share office space with our sister companies First Mile and DoWork. Between the three organizations, we have team members around the world!

How can I reach out to you?

Email us anytime, day or night, at help@dayowl.com. We also have a live chat function on the site here, where we’re available Monday-Friday 9-5 EST