CUSTOMER SERVICE

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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 most of our products are designed such they can be easily repaired. Most 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.

Returns Policy

Returns Policy:

Ortlieb CANADA wants to make sure that you are completely satisfied with your purchase through ORTLIEB.CA.
If, for any reason, you are not satisfied with your order, you may return your unused article of merchandise within twenty-one (21) business days from the date of delivery.

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 (866) 731-6640, weekdays 9:00 AM-5:00 PM Pacific Time or
e-mail: info@ortlieb.ca ) 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.
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.

Products not meeting with these requirements may be subject to restocking fees or denial of refund.  

At Ortlieb CANADA 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.

Warranty: Please
contact the Ortlieb CANADA Product Service Team to address any product
warranty inquiries. They can be reached at info@ortlieb.ca
See warranty policy here

Damaged Products: If
you receive a product that was damaged in shipping, contact the carrier
immediately to report the condition of the goods. Ortlieb CANADA 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.

Customer Service:
Phone:   (866) 731-6640
Email:    info@ortlieb.ca

Shipping Address:
290 Boulevard Thimens,
Saint-Laurent,
Quebec H4R 2B2

5-Year Warranty

ORTLIEB offers a 5-year limited non-transferable warranty on all new products purchased through an authorized ORTLIEB retailer against manufacture defect.
See warranty policy here