fb verification imgHelp & FAQ | Day Owl - Backpacks for Sustainable Days.

Frequency Asked Questions

Return & Exchange
Orders & Shipping
Sustainability & Circularity
Bag Recycling & Secondhand
Company
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.

What is your return policy?

Not the perfect fit? No worries. Our return policy is within 30 days of purchase. All products are eligible for return for our US customers unless it is indicated as final sale on the product page (Secondhand, Misfits, drinkware, cutlery & reusable sandwich bags are final sales). Exchanges and store credit are free, in fact, we even offer an additional $10 store credit if you make an exchange so you can grab something extra! For returns, we charge a $7 shipping label fee, which is waived if you opt for a store credit refund. You will receive your refund, less the shipping label fee, in the original form of payment once your return is received and processed.

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.

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 inside 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 inside in 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, send an email to help@dayowl.com and we’ll help you track it down. Free shipping takes 4-6 business days to deliver, weekends excluded.

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 and we’ll try to catch your order before it heads 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 (weekends are not included). 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. We are currently fulfilling orders Mon-Fri only.

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 recycle your old bag with Day Owl. This way we can ensure it never ends up back in a landfill where it once began as a plastic bottle.

What is the number on the side of my bag?

Day Owl™ numbers every backpack that we produce so that we’re mindful of overproduction. Numbering our products allows us to account for our impact as a brand. Each number plate individually identifies our products so we can ensure they never end back in a landfill.

How is Day Owl circular?

See below for information on our Bag Recycling and Secondhand initiatives!

What bags can I recycle?

We are currently accepting any backpack you are no longer using. All you have to do is add a FREE recycling kit to your cart and we will include a prepaid shipping label 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. Prepaid shipping labels are currently available to US customers only. We will still happily recycle the bags of our international customers but cannot cover the cost of transportation at this time.

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

When you recycle a bag, it is sent to the Day Owl workshop in Pittsburgh, PA. From there we clean every bag and repair each of them as needed. Heavily worn out bags are reused for parts and disassembled to recycle their materials. Repaired bags are then shared in our secondhand collection for a new owner to discover.

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?

All you have to do is purchase a FREE recycle kit from Day Owl. You can add this to your cart while purchasing any backpack or you can just purchase a recycle kit if you are cleaning out your closet. We will include a prepaid shipping label with your order. If you purchase a backpack from Day Owl, you can reuse the box to recycle your old bag. If you are purchasing just the recycle kit, we'll include a return mailer with your order. Free bag recycling is currently available for US customers only.

Why do you resell recycled secondhand bags instead of donating them?

All Day Owl bags started as bottles sitting in a landfill. As a circular brand, part of our mission is to ensure NO products end up back in a landfill, where our bags once began. The unfortunate reality of most goodwill donations in the United States is that only 20% of the donated clothing are actually reused. The remaining 80% are sold to salvagers who send unwanted items to the landfill and bale up the rest to send overseas. (The US exports more than 1 billion pounds of used clothing and accessories every year) 40% of these exported goods end up as waste in foreign oceans or landfills (according to the OR Foundation). All together, over 93 Million tons of textile waste is simply thrown away each year. If we can save any amount of that waste and create something that somebody thinks is valuable from it, we will absolutely do that. That’s why we’re in business.

At Day Owl, we believe there is a better solution for bags our community is no longer using. We have built an in house repair and refurbish shop which allows us to both keep bags out of landfills and create employment opportunities in our local community. After the bags are sanitized and repaired, we resell them as secondhand bags at dayowl.com so they can be used and loved by a new owner. We price the bags based on how much time our repair shop put into preparing them for resale and to cover the cost of transportation and cleaning.

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.