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free shipping + recycling for life

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How Can We Help?

help@dayowl.com

or Live chat with us

Monday - Friday, 9am-5pm EST

faq

 

Product Care & Repair

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. 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, so your clothes/lunch/notebook/boxing gloves/pet iguana will be spared.

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.

Returns & Exchanges

What is your return policy?

We offer free US returns within 30 days of purchase, no questions asked. 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?

Absolutely! Enter your order number and shipping zip code in this form to begin the process. You can find your order number on the packing list that comes in the box your bag came in. 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.

Orders & Shipping

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 with free returns and exchanges. 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. 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.

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. Simply fill in the card and we'll land the e-gift card in their inbox!

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. If you can't find it, email help@dayowl.com and we can resend it to you!

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.

Sustainability & Circularity

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. 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 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 vegan?

Select styles are vegan! Backpacks that are vegan are marked with a (v) in the name. 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 vegan 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 waxed canvas. Be sure to sign up for our product updates to stay up to date with our progress.

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

Yep! Most bags end up in the landfill, ours start there and never go back. We will give you 25% off your next purchase when you are ready for an upgrade. All you have to do is fill out this form to unlock your unique discount code. When you purchase your new bag using this discount code, we will include a prepaid shipping label for your current bag. Send it back to us and we’ll prepare it for its next owner!

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 refurbishments. Then we deep clean the products and resell them as secondhand bags on YesterdayOwl. 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.

Company

What is the history of Day Owl?

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.)

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