Repair
Your beloved ORTLIEB bag has a hole, tear or other damage?
Your options for a repair
Send the product by post
Contact our customer service team and send your product in for repair.
Repair it yourself
With our YouTube tutorials and spare parts available in our online shop, you can repair many products yourself.
Warranty claim
If your product is still within the warranty period, please send it in as a warranty claim.
Sending in ORTLIEB products
How does it work?
You’ll find the exact process further down on this page.
For inquiries from other countries than the USA, please select your country using the globe icon in the menu, or visit our distributor page to find the right contact person.
Frequently asked questions
How much will the repairs cost?
A member of the Product Service team will contact you upon completion of the repair to process payment information for the repair order.
- Labor - $15.00/hour (1 hour minimum)
- Return Shipping - $12.99
The customer is responsible for the cost of shipping both TO and FROM our facility - Hardware – Billed as needed
Hardware will be replaced upon request for customers who select the “middle” repair level option; parts will be provided with a 50% discount off MSRP when installed by our technician
Are there any repair conditions?
- The repair of a product cannot begin until the Product Repair Form is completed and submitted by the customer.
- ORTLIEB USA reserves the right to refuse a repair order or apply additional charges to the repair order if a received product is found to be out of line with these statements/requirements.
- Repairs cannot be performed on products that have aftermarket hardware (non-standard ORTLIEB hardware) installed, such as screws/nuts/washers. If aftermarket hardware is present on your product, it must be removed prior to sending the product in for repair.
- The repair team reserves the right to refuse servicing of a soiled product. The customer is responsible for cleaning each product to the extent possible, and may be charged an additional cleaning fee if the product has not been sanitized prior to our receipt. (We recommend warm water and a non-corrosive cleaner, like Dawn dish soap. Let the product air dry – do not dry with heat)
The Repair Process
1. Contact customer service
Before sending your product in, please contact us to confirm repair eligibility and to obtain a Return Authorization Number (RA#).
Email us at ProductService@ortliebusa.com with a brief description of your issue.
Please include a clear picture of the damaged area and a picture of the entire product front and back so that we can make an initial assessment.
2. Before shipping your product
Please remove all personal items as well as any attachments such as mounts or adapters, and clean the product thoroughly. This ensures we can handle it safely and hygienically.
Please prepare a note with your return shipping address and your contact information (daytime phone number + email)
Review, complete, and print the following Product Repair Form. If you are unable to print it, please send it electronically signed & dated to ProductService@ortliebusa.com
3. Send your product
Please include the repair form (signed and dated) as well as the contact information note with the package.
We recommend that you use an insured service when purchasing postage to obtain proof of delivery. This will protect you against loss or damage in transit.
Note the Return Authorization Number (RA#) provided to you on the shipping label or outside of the package
Please send the package to:
ORTLIEB USA LLC
1521 15th Street NW Suite 2
Auburn, WA 98001
4. Repair processing
The ORTLIEB USA repair team uses heat and pressure to mate a patch of similar material to the inside of the damaged product material, while replacing broken or damaged hardware with brand new components when requested.
Product repair processing may take up to 3 (three) business weeks from the time the item is received. This timeframe may vary due to daily or weekly business fluctuations; however, most repairs can be completed and ready for return within 1-2 (one to two) business weeks.
A flat rate $12.99 return shipping charge will be applied to your invoice. Your product will be returned to you via USPS or UPS when the repair has been completed and the invoice satisfied.