Frequently asked questions

Where do you ship to?

United States: We ship anywhere in the United States, excluding Puerto Rico, Guam, Hawaii, Alaska, Greenland, Virgin Islands, PO Boxes, APO/FPO/DPO.

We offer free shipping for any order over $35. Digital products such as gift cards and donations do not count towards your order total to qualify for free shipping.

We typically ship 2 - 3 business days after we receive your order. Depending on where you live, you can expect to have your order delivered to you in 7 - 10 business days.

Due to overwhelmingly high package volume and capacity shortages due to COVID restrictions, FedEx and UPS are experiencing significant delays in scanning and processing shipments. These delays may result in additional days until updates are available on your tracking page, and may impact the timing of your order's delivery. Please allow an extra 48-72 hours (2-3 days) for your tracking page to update and for your order to deliver.

These delays are expected to extend into the December holiday season. We thank you for your patience and understanding during this time.

Canada

Free shipping on orders over $70 USD
Shipping time - 8-14 business days via DHL Standard

United Kingdom

Free shipping on orders over $70 USD
Shipping time: 8-14 business days via DHL Standard

Our orders ship out of Las Vegas, NV so if you're close to those areas you'll get them sooner, and if you're a little further away it may take a few more days!

I need some Dewzi, how soon can you get it to me?
After an order is placed, you can expect to receive a few different updates:
- when Dewzi has received the order
- when the order ships from our warehouse
- when you can expect to receive your order
Expect the delivery date to be within 4-6 business days of your order date.

If you have placed an order and have not received any updates, or 10 days has passed since your order date, please reach out to hello@dewzi.co. Our customer experience team will be happy to help!

I placed my order but haven't received my confirmation email. What next?
If you haven't received a confirmation within a few hours of placing your order, check your Spam or Junk folders, or reach out to us at hello@dewzi.co or through chat!

How do I check the status of my order?
You can track your order by going here.

What forms of payment do you accept?
We currently accept Visa, Mastercard, American Express, Paypal, ApplePay, and GooglePay.

Can I cancel an order after it’s been placed?
You can cancel an order up until receiving your shipping notification. If your order has already been shipped, reach out to us at hello@dewzi.co to set up a return.

Do you offer international shipping?
Not at this time, but we hope to offer international shipping in the future. If you sign-up to receive our emails or follow us on Instagram, you'll be the first to know when we're able to ship internationally!

What shipping methods do you offer?
Due to COVID-19 precautions, shipping carriers are experiencing delays across the U.S. Please allow additional time for your package to arrive. We thank you in advance for your understanding, and please know that we are so grateful for your business.

We offer:
- Standard Shipping (4-8 business days after fulfillment) for a flat rate of $5. Standard Shipping is free for all orders $45+.
- Expedited Shipping (2 business days after fulfillment). Shipping costs are calculated at checkout. Expedited Shipping is only available for the 48 contiguous states, excluding AK, HI, APO/FPO and P.O. Boxes.

Where are your products made? 

Our Handi Wipes are designed in Vancouver, Canada and produced by strictly vetted vendors from all over the world. Our products are all made in world-class international factories, all of which adhere to our strict ethical manufacturing practices and maintain the required standards for BSCI or SMETA.

As part of the Dewzi family, our partners have the same, thoughtful work environments we provide for our own employees. Responsibility and ethical manufacturing represent our core values.

How are they made and why bamboo?
Bamboo is considered a grass and is known to be a highly renewable and sustainable resource. Our wipe is made of moso bamboo (Phyllostachys edulis), grown in protected and renewable forests in Szechuan China. Once harvested, the stalks are taken to a facility to process them into small chips.

The chips are then boiled, so they are softer and bleached using chlorine-free bleach. The softer chips are then dried out and broken down into a pulp using enzymes. The pulp is then stripped down into fibers, softened and woven. Bamboo is a very fibrous material. It is also super soft and breathable, as well as inherently renewable because it grows very quickly without use of pesticides. They require very little water and don’t need to be replanted once harvested. Our wipes are 100% biodegradable and compostable.

Is it septic safe?
No, it is not flushable!

How thick are Handi Wipes?
Handi Wipes are 60 grams per square (3x thicker than 3-ply toilet tissue and even thicker than paper towels). 

Are the wipes OEKO-TEX certified?
Yes! Our bamboo is processed into a fibre using organic chemicals that are covered under the OEKO-TEX Standard 100 certification and are 100% biodegradable/compostable.

Can I use Dewzi with hand sanitizers?
Absolutely. Dewzi works best with both alcohol-free and alcohol-based liquid hand sanitizers. They may take a bit longer to fully activate with alcohol-based hand sanitizers above 70% V/V.

Are your products safe for kids?
Yes! All our products are designed with extra love for hyper-sensitive skin. Your baby’s skin is a work-in-progress - that’s why we make sure all our products are non-allergenic and formulated without parabens, sulfates, phthalates, artificial fragrances or dyes.

Who can use Dewzi?
Anyone! Dewzi can be used by everyone and on all skin types.

How do I activate a Handi Wipe?
Just add a little bit of water, soap & water, or hand sanitizer! *They can also be opened apart without water using bare hands and be used as emergency fire tinder.

Does Dewzi offer samples?
Dewzi does not offer samples at this time, but we are working on it!

Can I travel with Dewzi products?
Yes! All our products are TSA-compliant and ready to fly.

What skin types is Dewzi made for?
Our wipes are hypoallergenic and pH-balanced, designed for all skin types.

Is your packaging recyclable?
Yes, all of our packaging is 100% recyclable.

What is your return policy?
We hope you love our Dewzi products but if you're not 100% happy, please email us within 14 days of receiving your box so we can help. 

We are happy to accept returns on both new and newly opened Handi Wipes within 14 days of postal delivery. Please email hello@dewzi.co with the subject RETURN so we can help you out.

Unfortunately, we are unable to refund your original shipping charges and we do not offer exchanges on any of our products unless the product has a defect or arrives damaged. We will only accept new and lightly used products. 

Return shipping is at the expense of the customer in the event your products are returned to us. The customer is free to choose whatever method of shipping is most economical, we just ask that the name and order number be included in the package to prevent delays. 

We will not provide a refund for a request that is received by Dewzi more than 14 days after the date of original shipment. We also do not provide a refund for returned Products that are damaged due to misuse, lack of care, mishandling, accident, abuse or other abnormal use.

How long does it take to process a return?
Once Dewzi receives a return, please give us 5 business days to review and inspect the item. Once reviewed, expect a refund within 2-3 business days either to the original payment method or in store credit. At this point in time, Dewzi is unable to return processing fees that are collected from the payment provider.

If a product that you have ordered is defective or damaged, please immediately get in touch with the customer experience team (hello@dewzi.co). We will assist you in getting an immediate replacement if one is still available.

My products arrived damaged. What do I do?
We try to make sure everything runs smoothly–but life happens. Contact us via the chat button below (bottom right!) or email us at hello@dewzi.co and we’ll sort it out for you!

Is Dewzi all-natural?
Dewzi maintains the safety and efficacy of our products. We have found that using a small number of low-hazard clinical ingredients is essential to maintain the performance and stability of our range. We strive to be as clean and safe as possible, and use only minimal amounts of these clinically active ingredients.

What materials are Handi Wipes made out of?
Handi Wipes are made with 100% bamboo fibers. They are also machine washable up to 10+ times.

Our wipe is made out of organic moso bamboo, grown in protected and renewable forests in Szechuan China. Once harvested, the stalks are taken to a facility to process them into small chips.

The chips are then boiled, so they are softer and bleached using chlorine-free bleach. The softer chips are then dried out and broken down into a pulp using enzymes. The pulp is then stripped down into fibers, softened and woven.

Are products sold on Dewzi ethically and sustainably sourced?
Dewzi takes supplier policies and practices seriously. Only a fraction of the factories we speak to meet our quality standards. We are currently preparing more information to give customers a better understanding of our supplier transparency policies, sustainability, and other manufacturing practices. We're excited to provide more transparency about the products that you purchase on Dewzi.

Is sustainability important? How do you demonstrate that?
Sustainability is a core value for Dewzi. We believe that convenience, great design and safety can coexist with sustainability. Our approach was created by looking at best practices across the industry, but also from what we heard in the dozens of focus groups and social listening platforms as we created the brand. As far as possible with Dewzi, we have tried to make the best material choices that we can without compromising safety and customer experience. 

Is more water used to make Dewzi wipes versus regular wipes?
It takes 30% less water to make bamboo fibers than regular cotton fibers! It’s also plastic-free unlike conventional wipes that use polyester.

How are we handling COVID-19?
We're taking every measure of precaution to make sure we minimize the risk of transmitting COVID-19. Please note there may be delays in processing and shipping times as as a result of making sure we follow enhanced safety measures.

Do you offer wholesale?
We do not offer wholesale at this time.

Didn’t find what you’re looking for?
Drop us a line at hello@dewzi.co