FAQs – Dutch Harbor Brands
Get answers to your FAQs or Frequently Asked Questions.
Shipping is free of charge for all orders of $19+, however with the exception of some states on the West Coast which may have live carrier shipping rates. These include California, Oregon, Washington (state), Hawaii, Alaska and other US military locations.
Our goal is to offer you the best on-time delivery, no matter where you live. The time frame for order delivery is divided into two parts: Processing Time and Shipping Time. All orders are sent to our fulfillment centers for dispatch within 24 hours if placed Monday-Thursday. Orders received Friday-Sunday are handled first thing Monday mornings. The shipping time takes 3-5 business days depending on your state and courier service selected. We use UPS, FedEx and USPS.
After placing your order, we do an order verification, then orders are sent to our fulfillment center for dispatch. We go through a thorough product and packaging quality check. Your order is then sent out for delivery for you to use and enjoy!
Yes! You will receive an email invoice/receipt after purchasing a product.
If this occurs, please contact you courier’s customer service phone number to inquire, using your tracking number.
UPS call: 1-800-ASK-USPS® (1-800-275-8777)
USPS call: 1-800-PICK-UPS® (1-800-742-5877)
FedEx call: 1-800-GO-FEDEX (1-800-463-3339)
Once your package has shipped, you should receive an e-mail confirmation with a tracking number for your item(s).
GENERAL PRODUCT INFORMATION
Many of our wet wipes are made of 100% plant-based material. To tell if the product is environmentally friendlier, the substrate material should be 100% cotton or 100% Viscose (a natural plant fiber) or a derivative of other plant based materials, such as bamboo.
Some of these products on our website include:
Wipex 800 Count Fitness Wipes, AWOW Professional CPAP Mask Wipes, AWOW Professional DIY Wipes and all our Natural Essentials wipes (except for Lil’Peepers Baby Eye Wipes).
No. In general, it is not recommended to flush wet wipes. We recommend that you dispose of them in the wastebasket. Wet wipes do not disintegrate in water as quickly as toilet paper. Flushing wipes can cause serious damage to plumbing.
All of our wipes are proudly manufactured in our state-of-the-art facilities in Israel.
The recommended shelf life of Germ-Away wipes and Wipex 800 is 36 months. The DIY dry wipes have an indefinite shelf life before saturation. DIY shelf life will depend on the formula utilized. For all of our other products, the recommended shelf life is 24 months.
Canisters have a noticeable starter wipe from the center of the roll. The starter wipe should be fed outwards through the dispenser hole in the lid. There are occasions that the starter wipe tip falls back into the center hole. If this happens, place your index finger inside the hole and press lightly against the side wall of the hole, turn and then lift.
The pinhole is a perfectly normal part of the production process. It helps prevent buildup of air pressure during transportation and storage. If you notice this hole, please keep in my mind that your product is perfectly safe for use. This hole does not impact the moisture level of the wipes.
There is no need to worry.
Upon inspection of the contents, you should find that your wipes are pristine and therefore 100% usable.
While most wipe brands do not include an induction seal at all in their canisters, it has been our policy for the last 30 years to make sure that all canisters are packaged with a seal. This induction seal assists in extending the shelf life of a product while it is in extended storage, however it is not a necessary element to preserve the product’s integrity.
Why did it arrive like this?
Sometimes the induction seal may pop off due to pulling off the lid of the canister really hard, someone dropping the carton in which the canister is contained, or even due to a bumpy ride during transit in the mail. What happens is that the pressure of whichever jolt occurred merely pops off the seal. However, the lid keeps air out and your wipes intact.
Rest assured, your wipes should be in great shape and ready-to-use.
The level of alcohol in our formulations should not cause any harm when used according to the label instructions. Some products contain a high content of Isopropyl Alcohol, which is specified in the name and specifications of the product. Please take extra caution when using and storing these products. Cleaning products should be kept out of the reach of children.
The FDA does not permit us to make any claims regarding elimination of specific viruses.
Due to limited supply and increased demand surrounding the COVID-19 outbreak, replenishment times for products may be longer than usual. From the moment of depletion, new shipments take 6-8 weeks to arrive at our warehouse.
You can receive special announcements regarding product inventory by joining our electronic newsletter. The link can be found at the very top of the www.dutchharborbrands.com webpage. We commit to never spam the email address you provide, nor to abuse any personal or contact information entrusted to us.
When you submit an order by credit card on this website the payment is immediately authorized, captured and posted by the end of the day.
Please email us at [email protected] if you have received a damaged or incorrect product. Please provide your order number and item(s) purchased. We may ask for photos of the damages on the boxes and contents inside of the box. DHB will fully refund wrong products once we have received and verified your order return. We will do our best to remedy the situation in a timely manner.
If you change your mind on a product you will have 30 days to return it back to us. Shipping label will be paid for via customer. Once we receive your product we will refund your order minus a 15% restocking fee.
Orders will be automatically canceled if the payment has failed or was declined. Once an order is processed you cannot cancel it. However, please email us at [email protected] if you have any concerns with your order.
We will provide a tracking number for either UPS, FedEx or USPS when we complete your order. You can log in to your account and get live updates and status of your package. You will also receive an email with a tracking number when your order ships.
You can receive special announcements and coupons by joining our electronic newsletter! Or follow us on:
We accept, Visa, MasterCard, Discover, and American Express, as well as PayPal.
Dutch Harbor Brands offers resellers a convenient method of ordering online. To do this, please sign up as a wholesaler at: https://www.dutchharborbrands.com/my-account/ .
Once you are approved, you can log in to you account and view wholesale pricing and minimum order quantities (MOQ). If you or your company are simply looking to make a bulk order, please email us with your query at [email protected] for a custom quote.