Retrofit
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 does a retrofit 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
Parts will be provided with a 50% discount off MSRP when installed by our technician
What are the conditions?
- If your product is damaged during the modification process, we will replace it with a product from our stock.
- All products sent in for retrofitting must be clean, as only clean products can be modified.
- Retrofitting older products will only be accepted under reserve.
- Retrofits cannot be completed on products that have aftermarket hardware (nonstandard ORTLIEB hardware) installed, such as screws/nuts/washers. If aftermarket hardware is present on your product, this must be removed prior to sending the product in for retrofitting.
- 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. (We recommend warm water and a non-corrosive cleaner, like Dawn dish soap. Let the product air dry - do not dry with heat)
The Retrofit Process
1. Contact customer service
Before sending your product in, please check with us the possibilities of a product modification.
Email us at ProductService@ortliebusa.com with a brief description of your desired product modification.
Also please let us know which product you would like to retrofit or attach a clear picture of your product so that we can make an initial assessment.
2. Prepare your product
Our customer service will contact you to let you know if the product modification is possible and give you an address to send the product to if you would like to go-ahead.
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.
3. Send your product
We recommend that you use an insured service when purchasing postage to obtain proof of delivery. This will protect you against loss or damage during transit.
Once prepared, please send the product to the address provided.
4. We retrofit your product
Once we have received your shipment, we will process your product modification as quickly as possible. This may take up to 3 (three) business weeks. This timeframe may vary due to daily or weekly business fluctuations; however, most retrofits 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 retrofit has been completed and the invoice satisfied.