FAQ - Frequently Asked Questions about ordering

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FAQ - Frequently Asked Questions about ordering

This faq deals with questions about orders and ordering. To find out more about Doy Bags themselves, please go to All about Doy Bags.

General questions

Placing an order

Shipping

Returns & exchanges

Other questions

How can I contact Doy Bags?
Whenever possible please e-mail rather than phone - thank you! Our e-mail address is info@doybags.com.

Do you have a paper catalogue you can send me?
No, unfortunately we don't. This is because the Doy Bags range is constantly changing (items and flavors come in and go out of stock based on what juice packs are collected for recycling) and so we've found that it just isn't possible to produce a paper catalogue that remains up-to-date for more than a few days! You can always see our full range online on this website.

Do you have an actual shop I can visit?
Doy Bags is an online only business, and we don't have shops ourselves, however you can find Doy Bags in many fair trade, green, museum and gift shops. E-mail us if you are looking for a stockist in a particular town/area. Please note, however, that due to the size of the Doy Bags range, our stockists only carry a small selection of the items you see online.
And remember that you can buy online with complete confidence - if you don't like the bag(s) you ordered, simply return them within 30 days of receiving them for a full refund of the purchase price (see returns & exchanges).

I love Doy Bags - is it OK to put a link on my website to www.doybags.com?
Yes - please do!

I'm a teacher/educator/recycling campaigner and would like to have information on how, and by whom, Doy Bags are made for a lesson/presentation. Can you help?
Yes, we'd be delighted to help. Please have a look at all about doy bags, or e-mail us and tell us what you need...

I have a shop/business and I would like to sell Doy Bags. Can you send me your trade information?
Yes, we certainly can - please e-mail us and tell us a bit about your business and we'll get back to you!

I'd like to use your bags for 'goodie bags'/gifts for an event I'm organizing. Can you help?
Yes, we may well be able to help - Please e-mail us and tell us what you need....

I'm involved in fundraising for a school/center of worship/charity and I would like to sell Doy Bags. Can you help?
Yes, we may well be able to help - please e-mail us.

I'm a designer/fashion student and would like to make my own bags out of juice packs. Can I buy the 'raw' juice packs from you?
Sorry, we only sell the finished products. However if you're keen on making your own juice pack bags you can collect Capri Sun (UK & Europe) or Kool Aid (USA) packs, which are very similar to the Philippino ones. And check out ebay for 'raw' juice packs and even sewing instructions!

Do you do discounts and/or hold sales?
Yes, you can always find a range of discounted items in our Bargain Box, and from time to time we also hold special sales.

What is the shipping charge?

For orders up to $50.00 - $6.95

For orders over $50.00 - FREE

The information above applies to deliveries to the

United States (and other countries outside Europe).

Separate information is available for deliveries to:

-

the United Kingdom

-

Europe (except the United Kingdom)

Do you deliver worldwide?
Yes, we ship to all parts of the world.

Can I have my order sent to an address different to my billing address?
Yes, you can. Enter the delivery address details when you check out.

I'm buying this bag as a gift and would like to have it sent straight to the recipient. I don't want any receipt or price information to be included. Is that possible?
Yes, no problem. Just put the word 'GIFT' in one of the comments boxes at checkout (just below where you fill in your name and address). Remember to enter your address as the billing address and the recipient's address as the delivery address. We'll send the bag(s) to the recipient with a note saying that it's a gift from you.

Can you include a message with the bags that are sent as a gift?
Yes, we can. Please enter your message for the card in one of the comments boxes at checkout.

Can my order be gift wrapped?
Sorry, we don't currently offer a gift wrapping service. It doesn't seem quite right to gift wrap a recycled item in paper that is just going to be thrown away! And we know that many of our customers actually use Doy Bags as gift bags...

Can I have items delivered to more than one address in the same order?
No, you can only have them sent to one address. However, you can always place multiple orders with a different address for each (but you'll have to pay for delivery - if applicable - on each).

How quickly will my order arrive?
We aim to ship all orders within 5 working days of receiving them. We will notify you by e-mail when your order has shipped.

Please note: while we make great efforts to ship orders within this timescale, delays can occasionally occur (e.g. before Christmas when we have very high order volumes). Also, the Doy Bags office occasionally closes (e.g. over Christmas and New Year or when we visit the cooperative etc.). Times when we are closed will be clearly stated on the website - you can still place your order during these periods and it will be shipped as soon as the office reopens.

We often get compliments on how fast orders arrived... but occasionally we do get complaints about how how long an order has taken to be delivered! Please bear with us and be sure to e-mail us if your order hasn't arrived within approx. 2 weeks of shipping.

How can I pay?
We accept online payments with these cards:

Is it safe to shop online using my credit card?
Yes, it is! We've been using the industry standard Secure Socket Layer (SSL) encryption method since our website went live in 2004 and have never had any problems with security. We take security very seriously, so your details will be safe with us.

Can I place an order offline (by phone, fax or letter)?
Sorry, orders can only be placed online.

Can I pay by check?
Sorry, we have stopped accepting payments by check a while ago. Please submit your order online and pay by card.

What if I have a question or problem with ordering online?
Please e-mail us on info@doybags.com and we'll see what we can do.

How will I know if my online order went through?
You will receive an e-mail to tell you that we have received your order. You will also receive a shipping confirmation e-mail as soon as your order has been sent out to you.

If you don't get one or both of these e-mails, you may have made a mistake in the e-mail address you gave us, or the e-mails got stuck in your spam filter.

Can I cancel or change my order?
Yes, you can cancel or change your order at any time, providing it has not yet been processed. Please e-mail us on info@doybags.com and we'll see what we can do. If your order has already been processed, then don't worry - simply send back any item/items you have changed your mind about for an exchange or full refund of the purchase price. See returns & exchanges.

What is Doy Bags' Privacy Policy - will you share my information with other companies?
We promise not share your personal information with ANYONE - no information we receive from you, including of course your e-mail address, will EVER be sold, rented out or otherwise passed on to any third party.

My Doy Bag isn't quite how I expected - can I exchange/return it?
Yes, if for any reason you're not completely happy with your purchase, we'll be happy to exchange it or issue a full refund of the purchase price. Please return items to us within 30 days of you receiving them.

To exchange or return an item, please e-mail us first (at info@doybags.com) and to let us know which item(s) you would like to exchange or return. We will then get back to you with the details of how to process the return or exchange.

I have a question that has not been answered here...
Please e-mail us.

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