FAQ

Please use our contact form or contact your local distributor.

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.

You would like to have your product upgraded to the current systems? We offer you various options. Please contact your local distributor.

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.

IP specifications are based on standard tests defining the dustproof and waterproof levels. Further information on the different standards can be found here.

Please note: all products returned to us must be cleaned before sending them to our customer service. We can only guarantee an optimal repair/modification job or quality check-up if your product is clean. For dirty products, we charge a 5.00 Euro service charge for cleaning. A standard freight charge of 5.00 Euro is charged (outside of Germany there are different costs). Please do not send products without postage! We need the following information with your product:

• Your complete address
• Short description of defect or upgrade job you wish
• Date and receipt of purchase
• Maximum amount you want to invest for a repair job
• Agreement to general conditions of business for end consumers
• Or include the filled out return shipment document for end consumers.

If you wish an immediate repair job without the 2-week term for revocation, please fill out the form immediate repair and include it with your shipment.

Our address:
ORTLIEB Sportartikel GmbH
Customer Service
Rainstr. 6
91560 Heilsbronn
customerservice@ortlieb.com
+49 (0)9872/800 141

If you have any questions regarding shipments outside Germany, please always contact your local distributor or our customer service first.
The following countries have their own repair department:

USA
Ortlieb USA
+1 (0) 800 649 1763
customerservice@ortliebusa.com

Netherlands
Sportlogistics.eu
+31 (0)45 211 08 76
klantenservice@ortlieb.nl

UK
Lyon Equipment Ltd.
+44 (0) 15396 26261
ortlieb@lyon.co.uk

Switzerland
Gecko Supply GmbH
+41 (0) 44 273 1801
geckos@geckosupply.com

Austria
Funbike GMBH
+43 (0) 6245 70707 0
service@funbike.at

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.

We can repair holes and tears. Please give us a detailed description and/or mark the defect for us. We fix holes and tears so that your bag is waterproof. Please contact our customer service for more details.

We recommend, for example, 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 repairs for traveling 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.

Depending on the material, this can be normal with some products. You may cut off the fringes with a pair of scissors.

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 to 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).

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.

No, mounting is only possible on parallel racks with a width between 60-160mm (2.4-6.29 in).

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 force.

Step 1: 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.

Step 2: Determine your bag's mounting system:

• QL1 system: If the hooks are screwed on top with a hexagon socket. You need per bag 1 x E162 (replacement hooks). For larger carrier diameters than 16 mm, there is no solution for QL1.
• QL2 or QL2.1 system: 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, it's E192 (with adjustable handle). If your rack strut is thicker than 16 mm, the replacement hook E211 fits rack diameters of 18 mm and E193 for 20 mm.

Step 3: Adjusting the lower hook:

On current models, you can adjust the lower hook by unscrewing it, turning 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 search bar at the top of www.ortlieb.com.

The hook’s position can be changed by opening it up using a coin.

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 racks may differ. 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 racks 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.

Yes, this is possible. Panniers with QL1, QL2, and QL2.1 systems can be mounted directly onto the QL3/QL3.1 rails.

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 drilling holes for the QL1/QL2 system. This upgrade requires that you return your bags to our customer service. Contact them for more details, please.

Unfortunately, no. The anti-theft device can only be used in panniers with QL2 or QL2.1 systems.

No, due to technical reasons this is impossible.

No, this is not possible. However, QL2.1 hooks (article codes E192, E193) can be used on the QL2 rail without exchanging the rail.

No, the mounting may damage the handlebar. We do not recommend handlebar bags on carbon bars for safety reasons.

Here you will find the instructions on how you can mount a handlebar bag from us despite the very wide Nyon display.

See here the compatibility chart for handlebar bags and mounting sets.

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 handlebar bag remains securely mounted also in extreme conditions. In case your handlebar bag mounting had to be taken off, it is necessary to install a new mounting cable (available as an accessory). Similar to 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.

Yes, you can. However, the stem cannot be adjusted anymore after mounting the handlebar bag. Mounting is only possible if you do not want to adjust your handlebar.

We offer an adapter for mounting our 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).

No, the Seatpost-Bag may not be mounted to seatposts made of carbon; the seatpost may be damaged.

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 the docking end along the entire length. Therefore, a lubricant on silicon basis and instructions for care are included.

No, the waterbags are only suitable for transporting and storing water.

No, the water temperature must not exceed 60°C (140°F). Caution: risk of burns!

Caution: risk of burns! The material withstands high temperatures. For washing up, the temperature should not exceed 45°C (113°F).

For cleaning, we recommend standard artificial dentures or water disinfection tablets available in outdoor shops.

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.

Yes, you may.

Yes, this is a repair buckle with an opening mechanism.

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 an accessory in specialized retail stores (article code E134).

Products with sealing lips (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.

ORTLIEB products are not impregnated. A permanent waterproof lamination of the material ensures that your bag is waterproof.