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I have a general question
Please contact us or contact your local distributor.
I am expecting a response but have not yet received an email
Please ensure that the following email addresses are added to the approved sender list for your personal email account – you may not receive representative messages and order confirmation notifications otherwise.
Customerservice@ortliebusa.com
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Phone: (800) 649-1763
I have a technical question
Check Service & Support regarding the topics materials, closure types, mounting systems and compatibility. You will find more information in the instructions or tech spec sheet of the respective product.
I have a question regarding a product modification
Please contact productservice@ortliebusa.com.
I have a question regarding a spare part
You may find your required spare part at spare parts and accessories.
Should you not find the information needed, please send your individual request to our customer service.
Please include a photo of your product and part required so that we can help you quickly.
What is the meaning of IP specifications regarding waterproof and dustproof standards? Where can I get more information?
IP specifications are based on standard tests defining the dustproof and waterproof levels. Further information on the different standards can be found here.
I would like to return my ORTLIEB product for a repair job. How do I do this?
For product repairs in the USA, please read and complete this form!
For repairs outside of the USA find local contact here!
The Velcro of my old Back-Rollers comes off. What can I do?
Early model Back-Roller panniers that use a Velcro system to secure the roll closure may be upgraded to the current strap and buckle closure system using part number E186. To request this hardware update for your pannier, please contact our Product Service team for further details.
My ORTLIEB products has holes and abrasions in the fabric.
Our In-House repair team can repair most holes or tears in product material for a repair fee of $25 per hour plus shipping. To submit a repair request and receive a quote, please contact our Product Service team via email for further details.
Can I repair holes in my bag myself, e.g. during a trip with a bicycle repair set?
DIY waterproof patching kits may be used on ORTLIEB products. For expedient field repairs we recommend the Gear Aid Tenacious Tape or similar repair patches applied to the inner surface of the fabric. For a permanent repair, we recommend contacting our Product Service team to submit a repair request.
My bag starts fringing. Is this normal or is this a material default?
Depending on the material this can be normal with some products. You may cut off the fringes with a pair of scissors.
My panniers Back-Roller cannot be combined with the Rack-Pack. The buckles are not compatible.
The gradual change of our products to optimized buckles may result in different versions on your Back-Rollers and Rack-Pack. In this case you will need an adapter buckle in order connect your Back-Rollers with your Rack-Pack, i.e. connect the old buckle with the new buckle or vice versa (article code E135 and E186).
The diameter of my rack tubes in more than 16mm or oval shaped, may panniers do not fit.
We offer over-sized top-hooks for the QL2/2.1 mounting system, which will fit size 18mm (part number E211) or 20mm rack tubing (part number E193). An over-sized 16mm lower anchoring hook is available as well (part number E110). Please note: Our top hooks are engineered to fit round tubing. Racks with oval or square shaped tubing will not provide an ideal fit.
Can the Rack-Lock adapter be mounted onto conical (non-parallel) rack tubes?
No, mounting is only possible on parallel racks with a width between 60-160mm / 2.4-6.29 in.
How do I remove the lower fixing buckles of the pannier carrying system out of the pannier’s edge protector?
Due to design features the buckles must be safely inserted and fixed inside the edge protector, therefore, removing them /pulling them out requires a lot of power.
My (older) ORTLIEB bag no longer fits on my new bike. How do I find the right hooks so that it fits again?
+ Measure the diameter of your upper rack struts. If these are round and a maximum of 16 mm thick, you can easily buy new matching hooks.
+ Does your bag have QL1 system? This you can tell by the fact that the hooks are screwed on top with hexagon socket. --> . You need per bag 1 x E162 (replacement hooks above). For larger carrier diameters than 16 mm there is no solution for QL1.
+ Does your bag have QL2 or QL2.1 system? Then the hooks can be opened without tools and moved to the right and left for adjustment. --> The correct replacement hook is E212, for the office bag = E192 (with adjustable handle). If your rack strut is thicker than 16 mm, the replacement hook E211 fits for rack diameters of 18 mm and E193 for 20 mm.
+ The lower hook on the bag can be adjusted on current models so: Screw on the hook, turn the plastic washer 90 °, so you get a little more distance to the luggage carrier, if it is too narrow. Installed here is the universal hook E194, which fits on all lower rails. Alternatively, E239 can be used as an accessory, this is secured with a screw (not tool-free) and has a distance of 16 mm.
+ You can find the spare part by entering the part number in the magnifying glass at the top of www.ortlieb.com.
I cannot adjust the lower mounting hook of my pannier, I cannot loosen the hook.
The hook’s position can be changed by opening it up by means of a coin.
How many kilos/lbs may I load into my pannier with QL system?
Maximum admissible load per bag i.e. per side of the rack is 9 kg/ 19.8 lbs. However, the admissible load of the rack is to be noted. This information is normally indicated directly on the rack. The admissible load of rack may differs. The limit must not be exceeded. We recommend checking the weight of packed panniers prior to cycling by means of scales, and if necessary, to reduce the load. This applies both to rear racks and front rack or lowriders that are mounted to the front fork of the bicycle. Please note that the use of panniers may influence the riding properties of the bicycle.
Can QL1, QL2 and QL2.1 panniers be mounted to a rack with the QL3/QL3.1 system being attached?
Yes, this is possible. Panniers with QL1, QL2 and QL2.1 system can be mounted directly into the QL3/QL3.1 rails.
I have older panniers with the rigid mounting hooks. Can I have my panniers upgraded to the QL1 or QL2 system?
Yes, you can. However, the different spacings of screws result in different holes that need to be closed by means of welding after demounting the old hooks and prior to boring holes for the QL1/QL2 system. This upgrade requires that you return your bags to our customer service. Contact them for more details please.
Can the anti-theft device be installed into a pannier with QL1 system?
Unfortunately, no. The anti-theft device can only be used in panniers with QL2 or QL2.1 system.
I would like to upgrade my old bag with the QL3.1 system. Is this possible.
No, due to technical reasons this is impossible.
Is it possible to change my QL1 or QL2 bags to the QL2.1, 3 or 3.1. system?
Yes, it is possible to update a QL1 pannier to the QL2.1 mounting system, but this is an involved upgrade. Due to the different spacings of the hardware, all the old QL1 mounting holes will need to be welded closed and new anchoring holes for the QL2.1 system will need to be perforated in the pannier fabric and stiffener sheet. This system update can only be made by our In-House repair team. Please contact our Product Service team to submit a mounting system update request and receive a quote. All QL2.1 top hooks are reverse compatible, and may be installed on a QL2 load rail. QL3 or QL3.1 systems have elements that are welded in to the product at the time of manufacturing and may not be retrofitted.
Can I mount my Ultimate handlebar bag to a carbon (fiber) handle bar?
No, the mounting may damage the handlebar. We do not recommend handlebar bags on carbon bars for safety reasons.
My e-bike has a Bosch Nyon display. How can I mount an ORTLIEB handlebar bag?
Here you will find the instructions on how you can mount a handlebar bag from us despite very wide Nyon display.
Which ORTLIEB handlebar bag fits to which mounting?
See here the compatibility chart for handlebar bags and mounting sets.
Why should I use the mounting cable for my handlebar bag only once?
Ortlieb handlebar bags are designed such that the mounting is compatible with a number of different stems, handlebars and combinations thereof; a single cable version can be used for attaching Ortlieb handlebar bags to varying diameters and shapes of bars or stems. Clamp screws and cable are designed such that the cable can be fixed at any desired position ensuring that the handle bar bag remains securely mounted also in extreme conditions. In case your handle bar bag mounting had to be taken off, it is necessary to install a new mounting cable (available as accessory). Similar as with self-securing nuts, the previous mounting cable must not be used again, as the individual braids of the wire cable were squeezed by the clamp screws and the cable might have been damaged.
I have a VRO handlebar by Syntace. Can I mount an Ultimate handlebar to it?
Yes, you can. However, the stem cannot be adjusted any more after mounting the handlebar. Mounting is only possible if you do not want to adjust your handlebar.
I have an E-bike display, how can I still mount my handlebar bag?
We offer an adapter for mounting our Ultimate mounting set (article code F1451).
I have an older Ultimate mounting set on my handlebar and an E-Bike display. I cannot mount the adapter for mounting the Ultimate mounting set (article code F1451).
You may use the broader Klickfix mounting for E-bikes by Rixen & Kaul instead of the Ultimate mounting. ORTLIEB handlebar bags and baskets are compatible with Rixen & Kaul. ORTLIEB offers such a mounting (article code E207).
Can the Saddle-Bag, Micro-Bag and Seatpost-Bag be used on carbon seat posts?
No, the Seatpost-Bag may not be mounted to seatposts made of carbon; the seatpost may be damaged.
What is the difference between the various waterproof zippers, the one with visible teeth (e.g. Duffle) and the one with a closed off synthetic profile (e.g. Big-Zip) ?
The Duffle zip (teeth visible) is made from extremely high-strength fabric coated with thermoplastic polyurethane. The extra strong plastic teeth are fixed on the top and bottom of the zipper tape. The zipper’s coupling elements keep the sealing edges tightly sealed together when the zipper is closed. This zipper may be lubricated from time to time at its docking end for easier opening and closing. The Big-Zip’s zip (no teeth visible when closed) is made from an extremely strong plastic coil zipper on a high strength fabric. Each coil half is safely embedded and secured in a plastic profile. When the zip is closed, the sealing lips above and below the coil are compressed making a perfect seal. For easy operation this zip must be lubricated from time to time from docking end along the entire length. Therefore, a lubricant on silicon basis and instructions for care are included.
May I use my ORTLIEB waterbag for transporting gasoline?
No, the waterbags are only suitable for transporting and storing water.
May I fill in boiling water into my waterbag?
No, the water temperature must not exceed 60°C/140°F. Caution: risk of burns!
May I fill hot water into my folding bowl?
Caution: risk of burns! The material withstands high temperatures. For washing up the temperature should not exceed 45°C/113°F.
How can I clean and disinfect my waterbag inside?
For cleaning we recommend standard artificial dentures or water disinfection tablets available in outdoor shops.
How do I clean my pannier?
We recommend using a solvent free biodegradable soap and the pressure from a garden hose to clean Ortlieb products. You may use a soft plastic bristle brush to scrub stubborn grime of the outer surface. Then air dry the item with it propped open to prevent moisture from being trapped inside of the item. DO NOT: Wash your product in a washing machine; Dry your product in a clothes dryer; Use harsh or citrus based de-greasing solvents; Expose the product to heat to speed up drying time.
How do I clean my Urban Product?
The fabric used in our “Urban” products has a more natural woven exterior surface. This fabric may hold dirt or grime more than other textiles we use. First, remove heavy soil or grit with a soft, dry bush. Do not scrub hard as this may alter the appearance of the fabric. Next use a “Gall” based, or other mild bio-degradable soap for removing greasy stains. DO NOT: Wash your product in a washing machine; Dry your product in a clothes dryer; Use harsh or citrus based de-greasing solvents; Expose the product to heat to speed up drying time.
May I use a waterresistant marker for writing on my map case?
Yes, you may.
The buckle on my Ortlieb product broke. Which replacement buckle do I use?
The E187 repair buckle is used when replacing a male buckle that is attached to a loop of webbing that is sewn closed at both ends (i.e. Back-Roller City). The E215 replacement buckle is used when replacing a male buckle that is attached to an adjustable length of webbing (i.e. Back-Roller Classic cinching strap). For assistance with purchasing a new buckle for your Ortlieb product, please email a photo of your product and the damaged buckle to our Product Service team.
The waterproof TIZIP zipper of my bag is hard to move. How can I make it run smoother?
Due to technical reasons we cannot lubricate zippers during our production. Some products include a lubricant ideal for TIZIP products. After applying this lubricant the TIZIP is easy to move without sacrificing waterproofness (note instructions of care). This lubricant is also available as accessory in specialized retails stores (art. Code E134).
Should products with sealing lip also be lubricated from time to time with silicone grease?
Products with sealing lip (Quick-Seal-Closure) will be easier to operate if the closure is lubricated from time to time with silicone grease (see instructions for care). Please remove excessive grease in order to avoid stains on clothing, gear etc.
I would like to renew the water repellency of my ORTLIEB Bag. What products can I use for impregnating your materials?
ORTLIEB products are not impregnated. A permanent waterproof lamination of the material ensures that your bag is waterproof.
What size Torx driver does my pannier’s hardware use?
The anchoring hardware on your pannier is a T15 interface. (NOTE: There is a slot or provision to use a small flat head screwdriver in an emergency)
Does my Tizip Zipper need to be lubricated?
No, The MasterSeal Tizip zippers do not require lubrication. If you have an older Tizip zipper, or wish to lubricate your MasterSeal zipper, we do offer Tizip lubricant (small part number E134).