* Incl. Tax
Welcome to the ORTLIEB Customer Service
Sustainability is more than just short journeys, saving resources and recycling. Sustainability also comprises longevity of products and reliable service from us – the manufacturer. ORTLIEB products have the reputation of being extremely long lasting. However in case of a defect or wear of components our products are designed such they can be easily repaired. Defective parts can be easily exchanged, holes repaired, buckles replaced and straps renewed. Our in-house customer service can make repairs and your products fit for the next trip. We also update older products or perform upgrades to current systems. When a product is discontinued we ensure spare part availability for 10 years. Our 5 year warranty ensures that defects regarding manufacturing or material are repaired free of charge.
Ortlieb USA LLC wants to make sure that you are completely satisfied with your purchase through ORTLIEB.COM/USA.
If, for any reason, you are not satisfied with your order, you may return your unused article of merchandise within thirty (30) days from the date of delivery. Items outside of this window may not be returned.
A UPS return label will be included in your shipment along with detailed return procedures. (Alaska, and Hawaii excluded)
Before sending your article of merchandise back to us, please make sure that all of the following conditions have correctly been satisfied:
+ You must contact customer service (Toll free at 800-649-1763 or 253-833-3939, weekdays 9:00 AM-5:00 PM Pacific Time or e-mail: firstname.lastname@example.org) to receive a return authorization number.
+ Return the product(s) in its original packing, in “as-new” condition. Products that have been opened and/or used, soiled, marred, or altered in any way are not refundable.
+ Ship the product(s) at your expense. Insure the shipment or accept the risk of loss or damage during shipment. If you chose to use the included UPS return label, your refund will be reduced by $9.99.
+ Include copies of the original sales documents and daytime contact information.
+ Do not return product(s) in person to the distribution center – it will be refused. The distribution center in closed to the public.
Products not meeting with these requirements may be subject to restocking fees or denial of refund.
Products returned to Ortlieb USA without a Return Authorization number will be charged $9.99 for the use of the return label, as well as a 20% re-stocking fee. Items returned to our warehouse outside of the 30-day window mentioned above will be sent back to the customer.
At Ortlieb USA LLC’s discretion, credit may be less than original invoice.
Exchanges: Unfortunately, we are not able to offer exchanges. To replace an item, you need to return it via the method noted above and then purchase a new one in a separate transaction.
Damaged Products: If you receive a product that was damaged in shipping, contact the carrier immediately to report the condition of the goods. Ortlieb USA LLC is not responsible for the condition of goods while in shipping. After contacting the shipping carrier, please reach out to Customer Service if your product was damaged.
Pro Deals: No returns for correctly shipped product on a professional courtesy sale (pro-deal) are accepted. If you are inquiring about a return for an order made through a professional courtesy sale such as ExpertVoice, please do not contact Ortlieb USA. Contact ExpertVoice directly at email@example.com
Phone: (800) 649-1763 or (253) 833-3939
Ortlieb USA LLC
1521 15th Street NW Suite 2
Auburn, WA 98001