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How Can We Help?

help@dayowl.com

or Live chat with us

Monday - Friday, 9am-5pm

faq

 

Product

Fit & Sizing

Which size bag will hold my laptop?

The smaller backpack is perfect for a 13” Macbook or 14” PC. The larger backpack comfortably fits a 15” Macbook or 15.6” PC. Still can’t decide? Check out the size guide for more details. Plus, returns and exchanges are free, so feel free to give either size a try.

What’s the difference between the smaller and larger?

Both sizes are the same width and depth, and have the same sneaky pockets and features. The larger bag is 2 inches taller to hold a larger laptop and a few extra items. Check out the size guide for more details.

Product Care

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. This is natural (and it looks GREAT). But if it needs to be cleaned, we don’t recommend putting it in the washer—just like we wouldn’t recommend putting that great pair of boots in the washer. However, periodically emptying its contents and taking a stiff brush to the exterior, and a little leather conditioner to the handle, never hurt anybody.

What happens if the First Mile™ canvas gets a stain?

According to Brenda Joy, who cleans all Day Owl bags that need a little TLC, if your bag gets a stain while you’re out there kicking ass, just spot clean it with a little detergent and warm water. Air dry. Also according to Brenda Joy, turn on a little Whitney Houston while you do it and put a smile on your face.

What happens if the leather handle gets a stain?

The same process as above, just use cold water instead of warm.

What happens if I spill wine, coffee, breast milk, or (insert liquid here) in the neoprene chimney pocket?

Fear not! We’ve spilled all of the above in the chimney 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, so your clothes/lunch/notebook/boxing gloves/pet iguana will be spared.

To clean, open the chimney 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 happens if a zipper pull breaks?

This calls for a repair. Live chat us Monday-Friday from 9-5 EST or email us at help@dayowl.com and we’ll get you set up.

What happens if my dog eats it?

Don’t worry, it’s happened to us, too. Remember: Free Repairs For Life! Send it back to us and we’ll stitch it right up. We’re excellent bag surgeons, but if your bag ends up with a few scars, we’re happy to provide a daring story so you can impress your friends. Email help@dayowl.com to get started.

Materials & Manufacturing

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. 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.

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 saved over 96 Million plastic bottles and directed over $3.2 Million into communities in Haiti, Honduras, and Taiwan. Learn more at firstmilemade.com.

What's up with this number on the side of my bag?

That's the bag’s production number. It’s unique to your bag and to you. Each time we release a new product, we'll start again at zero. We've got all sorts of cool stuff planned for your numbers, so stay tuned.

How much can my bag hold?

It’ll hold whatever you can cram into it, but be kind to yourself! You don’t want to slip a disk. It was designed to hold the 8-10 items you use every single day and our First Mile™ canvas is tested to 402.25 lbs before it fails (definitely don’t try this at home).

Are your backpacks vegan?

No, and we did that on purpose. For us, rule #1 of sustainability is durability. If there is one thing we want our bags to do for you, it's last. The fabric was originally designed to be made into work boots, so it's really strong. We figure if you can use it for twice as long as other bags you've had, that's WAY fewer bags in the waste stream. Also, selfishly, we're incentivized to be able to sell the bags again after you're done with it; so if it's all worn out, it can’t be reused.

Leather LASTS. Vegan leather is less durable, and it's usually made out of some sort of nasty plastic, like PVC. So, we went with really high quality, sustainable leather because we think that there are more environmental savings in you using fewer bags than in creating something that seemed sustainable, but actually wasn't.

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. Be sure to sign up for our product updates to stay up to date with our progress.

Orders & Delivery

Shipping

Can I expedite my order?

Of course! Just select expedited shipping at checkout to get your order in 2 business days. 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.

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. If you have any issues, please email help@dayowl.com.

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?

We try to fulfill orders as quickly as we can but 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 with free returns and exchanges. Just make sure you keep the box to send your order back!

Gift Cards

How do I order a gift card?

Click here to order a gift card. We offer e-gift cards which you can send directly to their email, or physical gift cards. Sending a physical gift card to your best friend? Enter their shipping info at checkout and we’ll send it straight there.

How do I use my gift card?

To redeem your gift card, simply enter your unique 16 digit gift card code at checkout in the “apply a promo code” field. The code can be found in your gift card email or printed on your physical card.

Do I have to use my gift card all at once?

Nope! Use what you want and save the balance for later—just hang onto your unique code. If you lose your code, email us help@dayowl.com.

Returns & Exchanges

Returns

What is your return policy?

We offer free US returns within 30 days of purchase, no questions asked. Click here for returns and exchanges. Once we approve your return or exchange request, you’ll receive a prepaid shipping label to print and place on top of the original shipping label. Reseal the box using the extra adhesive strip, and leave it at the nearest post office. You will receive a full refund in the original form of payment once your return is processed.

How do I make 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. Reseal the box using the extra adhesive strip, and leave it at the nearest post office.

Do you have a warranty policy?

Life happens, we get it. That’s why we offer free repairs for life. In case your bag gets caught in a car door or chewed by a dog (happened), send it in and we’ll stitch it up good as new - only better, because scars are sexy. If your bag is beyond repair, send it back and we’ll recycle it and give you $50 off a new bag. Email help@dayowl.com to get started.

Exchanges

How do I make an exchange?

Need a different size or color? Click here to start an exchange. Tell us which item you want instead, and we’ll ship it out as soon as we receive your return. Note: the box your bag came in is designed to be sent back to us with no additional tape or packaging needed.

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.

Refunds

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.

Sustainability

Bags

Ummmm...recycled plastic? What about microfibers? Didn’t I hear those kill fish?

Microfibers are pretty bad for the environment. They usually make their way into waterways from the tumble your clothes take in the washer. While you’re free to do whatever you like with your Day Owl bag, we advise against putting it in the washer. Besides, it doesn’t need it! (See Product Care for how to clean your bag.)

How many bottles go into this thing?

For each bag, 25 bottles are diverted through our First MileTM supply chains; 700 gallons of water are saved, compared to comparably sized cotton bags (~2 tote bags); and 1.2 lbs of pesticides & fertilizer are avoided, compared to those ~2 totes.

Packaging

What am I supposed to do with this packaging when I’m done with it?

You’ll note that, aside from a little tape on the shipping label from the carrier (which we can’t control), there is no plastic in the packaging. That’s on purpose. In terms of what to do with that glorious looking box, put stuff in it! Old ticket stubs, love letters, treasure, whatever. If you can’t find a way to reuse it, go ahead and recycle it because it is 100% recyclable.

Our History

How do I know your sustainability stories are for real?

Great question. We started in Haiti after the 2010 earthquake, helping people pick up plastic bottles to earn extra cash, and turning that material into all sorts of things like shoes, laptops, and even the odd art project. We realized that there were millions of these folks who pick up trash for a living all over the world. But despite them being the last line of defense that keeps plastic out of the ocean, nobody was working very hard to help make their lives better. So, we developed a responsible supply chain company and dedicated ourselves to getting people into good jobs and getting this waste cleaned up. (We still do that work, which you can follow @FirstMileImpact.)

The problem was, it wasn't going fast enough. It turns out changing an entire industry was harder than we thought! Companies are SLOW to act more like Patagonia and less like (insert any oil company and most apparel brands here), so we started thinking about how we might make great stuff as well as help supply it to other great companies.

Frankly, it took a lot of debates over beers and coffee to get to a place where we felt like introducing more products into the world was a good idea. We ultimately decided that if we expected companies to move more quickly to find solutions to the environmental crisis, then we had to get in the game and start showing people how we thought it should be done. So, here we are, and here is what we promise:

  • We can ALWAYS get better
  • We won't say it unless we can back it up
  • Even though we're not perfect, we're always going to work hard to be perfect
  • If you ever want to come and see for yourself, you have an open invitation to any part of the supply chain. We understand that most people won't or can't, which is why we work hard to bring their stories to you. But the offer stands anyway.

All we ask of you in return is this: please don't hate online in a glorious fit of righteous rage. There's ENOUGH of that out there these days. Just reach out to us—we promise we are all ears. (After all, owls have some of the best hearing out there.)

Trade-Ins, Circularity, & End of Life

I’m a current Day Owl customer and I’m ready for an upgrade. Can I send my bag back?

Yep! To trade in your current Day Owl for a new one, just shop as you normally would for the new bag of your choice. At checkout, use the code TRADEIN, and we give you $50 towards your new bag on the spot. Then, a prepaid shipping label will come with your new Day Owl. Just place your old bag in the box, reseal it using the extra adhesive strip (no tape required) and send it back to us within 30 days.

Keep in mind, this discount code is only eligible for returning customers. If you participated in our Kickstarter campaign, email help@dayowl.com to unlock your discount code.

Can I trade in any brand’s bag, or just Day Owl products?

While you won’t get the trade-in discount, we’ll take any everyday carry bag off of your hands and make sure it’s properly refurbished or recycled- backpacks, purses, even that old messenger bag you got as a gift back in 2008. After you complete your purchase, there will be a link in your order confirmation email where you can request a prepaid shipping label. Once you receive your new Day Owl, place your old bag in the same box, reseal it with the second adhesive strip (no tape required!) and ship it back to us with your prepaid shipping label. The fact is, most bags end up in landfills, incinerators, or the ocean. That ends with us.

Why is this better than donating my bag to my local thrift store?

It might not be. Sometimes bags do get properly reused when they go to thrift shops. Just check before you go the thrift store route. While some have a good sense of the end-of-life for their products, many times old clothes and bags get sorted, put on pallets, and sold in bulk to low-income countries. They’re called “mixed rags”. Because we work in these communities, we know that if they end up there, they usually end up in the landfill.

But isn’t it bad for the environment to ship my bag to you?

The chances are good that after your old bag leaves you for the trash or for the thrift shop, it still has MANY miles to travel before it ends up sitting in a landfill for the next 10,000 years. If it needs to travel, we’d rather you send it to us. You save it from a garbage truck or shipping container and we put it back to use for somebody else.

What happens to the bags once Day Owl gets them?

It depends on their condition. When each trade-in shows up, we separate them into one of two categories. Bags that need some repair and a good cleaning are considered “refurbishable”. We’ll get those back into circulation. Bags that are beyond repair become “recyclable”. We break each of these bags down into their component parts and ensure that each is recycled properly. Does this cost me anything? Nope!

Company

Communicating with Us

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.

Careers

Are you hiring?

Yes. Always. We're looking for BAMFs that are ready to work hard and help Day Owls everywhere feel ready for anything. See current openings here.

Is it true that you have a painting of a cat in the style of "The Mona Lisa" hanging on the wall of your office?

Please, have some respect. Her name is Mona Peaches.