On the rare occasion that the machine is not working properly, the following types of defects can slip by production:

• Dry wipes. If one of the three valves isn’t firing correctly, you can have a group of wipes that are not dosed with liquid and are completely dry or potentially below our prescribed fill rate. These wipes will not work well and will smudge your screen. You will not be happy, and neither will we. Should you experience this, contact us and let us fix it.
  
• Empty pouches. If the towel misfires and doesn’t make it into the pouch, you will have an empty pouch with formula only. Opening these pouches will make nothing but a mess. If you experience this, please contact us and let us fix it.
• Lint. The material we use is extremely low linting and should not leave lint on your surface. This is very difficult to catch in production but can happen if the knives that are used to cut or splice the material are not sharp enough. If you experience a lint problem, please contact us, and we’ll make it right.

Splice. This is the rarest defect! We are considering offering a reward for anyone who finds this defect. In nearly 20 years, we have only seen it a few times. You will get a pouch that has a wipe that is sewn or taped together in the middle. This is harmless but not what you ordered. It happens when productions of the cloth are put together on one machine roll. This is a one in 100 million kind of situation. If it happens to you, let us know, and we will shower you with product!

We estimate that our defect rate is less than 0.01% (Calculated based on one of our SKUs selling 200,000 units in 2017. We had less than 20 complaints of defective products). We estimate that only 1 of every 10 (understandably annoyed) people will contact us and give us the chance to make it right, leaving 200 potential defective units.

• We use only the best materials we can source… not the cheapest.
• Our products are manufactured on extremely accurate and reliable machines.
• We ensure that our partners throughout the supply chain and manufacturing process constantly monitor production so that quality issues are immediately recognized and dealt with.
• Our wipes are made by really proud people who want to make sure that you get only the best.
• We focus on stopping defects before they get in the package and near your hands. As a result, we have a very low defect rate and have enjoyed a deserved reputation as a reliable producer of quality products.
• Could you still end up with defective product? Yes, of course. It still happens. The machines are fast, and the people are people. And in that very rare circumstance – we will be so very grateful if you let us know.

Our wipes are made with very fast and very accurate machines, which perform the following processes to exacting standards:

• Form the pouch
• Cut the cloth
• Insert the cloth
• Dose the cloth with the proper amount of formula
• Seal the pouch hermetically
• Separate the pouches from the line and drop them on the belt

Something can potentially go wrong at any step in this process. If it does, we have caring people there to check it. The machine operator is constantly monitoring the machine to make sure that it is working well. Then the products are hand-inspected and weighed prior to insertion in the final package. Batch samples are taken multiple times per shipping tray or case, and given a thorough quality investigation. If any problems are discovered, production is stopped, the issue is resolved, or the defective product is removed. All products manufactured immediately before and after are also thoroughly inspected before being released. We are constantly improving the process to bring the chance to zero that a defective product reaches you. It is rare, but it can happen.

• No! We are with you all the way. Registering just makes the process easier and lets us stay in touch with occasional news, discount codes, early product releases and maybe gifts.
• You’ll be automatically registered if you buy the product from our website.
• If you buy our product off-line or from Amazon or another online retailer:
  We will only want to know your name, email, item number, when and where you bought it. That will help us track back to the shipment and production batch.
• If it was a gift—congratulations! Someone really likes and appreciates you. We only want to know your name, email, item number, and when you received it.

We are still here for you! We may need to have you send more information about your experience, and perhaps a picture of the product, the box and your smiling face so we know you’re human.

You’re the customer. YOU know how a business succeeds – offer top quality, a great price, then back it up. That’s what we do.
And guess what? We don’t run expensive media campaigns or spend big money on advertising. Yet we’ve sold more than 200 million wipes. Why the success?

Because our customers appreciate our commitment to offering them the best. That commitment builds trust. And that trust gets communicated to friends, family and coworkers. The grapevine. Our business grows because you’re happy. That’s a win-win relationship we’ll never take for granted.

So we don’t just guarantee our product. We guarantee your entire experience with our product… and we guarantee it until your box is empty.
Here’s the deal. You are our guarantee for continued success. So, if for any reason you wouldn’t enthusiastically recommend our products to the people you care for, we want to know about it.

This guarantee is transferable, inheritable and inexhaustible… until the box is empty.

You are safe trusting your delicate surfaces to us. This is what we do, and we do it right here in North America. We are: years of R & D, the highest quality materials, stringent quality control. We won’t let you down. Willing to risk it to save a few bucks? Watch out for paper-based wipes that might harm your surface and won’t hold the cleaning fluid or components in the fluid – named or unnamed – that could do some real damage.