FAQ
ORTLIEB products which are returned to our customer service for a repair job or a quality check-up must be clean in order for us to guarantee an optimal repair job. For dirty products we will charge an extra service fee.
Advice: Modifications regarding upgrades of mounting systems may result in greases on the bag’s back.
GENERAL REPAIR
The Velcro of my old Back-Rollers comes off. What can I do?
Velcro cannot be welded on again. Please return the panniers to us via your dealer; we will exchange the Velcro with the current strap and buckle system. Please contact our customer service for more details.
My ORTLIEB products has holes and abrasions.
We can repair holes and tears. Please give us a detailed description and/or mark the defect for us. We fix holes and tear so that your bag is waterproof. Please contact our customer service for more details.
Can I repair holes in my bag myself, e.g. during a trip with a bicycle repair set?
We recommend e.g. the repair set Tip-Top Camplast, a bicycle repair set for fixing small holes and tears in bags made of PVC or PU during a trip. Further suitable repair for travelling are: Tenacious Sealing & Repair Tape by McNett, and Tenacious Tape Max by McNett. However, for a reliable long-term repair we recommend sending in your defective product to our customer service.
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.
WATERPROOF
What is the meaning of IP specifications regarding waterproof and dustproof standards? Where can I get more information?
DIP 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 renew the water repellency of my Bike-Packer Plus. 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.
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).
WATERPROOF ZIPPERS AND SEALING LIP CLOSURES
What is the difference between the various waterproof zippers, the one with visible teeth (e.g. Trunk-Bag) and the one with a closed off synthetic profile (e.g. Big-Zip) ?
The Trunk-Bags’s 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.
My backpack Cor13 was supplied without the lubricant. How can I get it?
The lubricant is available with your ORTLIEB dealer, it has the article code E134. It is a silicone grease for lubricating TIZIP zippers, making them open and close easier. The Cor13 is equipped with a zipper version that requires lubrication at the docking end only (also called “harbor”), not the zipper teeth themselves, therefore lubrication is not included and is required only from time to time. You may also use Vaseline or lip balm. Please remove excessive grease in order to avoid stains on clothing, gear etc.
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.
BICYCLE PANNIERS - Rear and front panniers with QL mounting system
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 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.
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.
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.ca
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).
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.
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.
The adapter plate of my Travel-Bikers bends, the suitcase does not lock inside the adapter.
This can be solved by mounting additional plastic blocks which are available free of charge from our customer service.
The rack of my bicycle is so wide that it allows mounting the Travel-Biker adapter, however, not the mounting bars for panniers.
We offer a broader mounting bar (width 185 mm/ 7.2 in.) for particularly wide racks (article code E199).
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.
The diameter of my rack tubes in more than 16mm or oval shaped, may panniers do not fit.
We offer a QL2.1 hook with 20mm (article code E193) and a 16mm hook (article code E110).
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.
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?
No, this is not possible. However, QL2.1 hooks (article code E192, E193 ) can be used on the QL2 rail without exchanging the rail.
OTHER BICYCLE BAGS
Can 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.
BICYCLE Handlebar bags
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 handlebarchart.
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 an E-bike display, how can I still mount my handlebar bag?
We offer an adapter for mounting our Ultimate6 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 Ultimate6 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).
WATER TRANSPORT
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.
PRODUCT CARE
My Ortlieb product is dirty. What is the best way of cleaning it?
All ORTLIEB products may be cleaned with warm water and mild soap. Please do not use solvents, alcohol or acid cleaners. You may also use gall soap and a soft brush to clean your Ortlieb product.
May I use a waterresistant marker for writing on my map case?
Yes, you may.
The buckle of my Ortlieb product broke. Can I used the repair buckle (article code E187)?
Yes, this is a repair buckle with an opening mechanism.
Shield Package Assurance
Why do I need Shipped Shield Package Assurance?
Shipped Shield offers you a “peace of mind” shopping experience for all of your orders for a small fraction of the order subtotal. Your orders will be fully assured should there be any unexpected shipment issues of damage, loss, or theft.
How do I report a shipment issue to get a replacement or refund?
If something went wrong with your protected order, easily report the issue via our Shield Center. You’ll need the order number and zip code to start. Depending on the shipment issue, you may be asked to provide additional proof such as image, video, or police report. You can view the full Assurance Guarantee for detailed guidelines on reporting a shipment issue. Shield Center
Can I cancel Shipped Shield?
If your item hasn’t shipped yet, please reach out to us to cancel Shipped Shield from your order. If your item has already shipped, Shipped Shield is protecting your package in transit. If your package is lost, damaged or stolen, Shipped Shield provides a no-hassle solution for quickly resolving your shipment issue.