Customer Service


Contact Us:

 

Have a question or comment? Get in touch! Email us at orders@detours.us or call us directly at 877.489.5208 between 9 a.m. and 5 p.m. CST Monday through Friday.

 

For casual questions about our bags, be sure to dig into our FAQ!


Order Processing:

 

How do I change or cancel my order? Email orders@detours.us right away, or call us at 877.489.5208 between 9 a.m. and 5 p.m. CST Monday through Friday. If your order has not already been processed and shipped, we will make the adjustments you need. If the order has already shipped, you’ll have to send it back (see return policy).

 

How long will it take for my order to ship? We’re a small operation and our warehouse in western Missouri ships via FedEx. Orders take 1-2 business days to ship, and delivery time is typically 3-4 days. The day after your order ships we’ll email you the tracking number so you can follow your new bag with breathless anticipation.

 

Are there taxes? Orders shipping to Washington will have a state sales tax (9.5%) applied at checkout. Otherwise, nope!

 

Do you ship internationally? We can and do, but be warned: guaranteed shipping methods tend to cost significantly more than in the States. If you need your order shipped outside the U.S. (including to Canada), please email us with your ordered items and mailing address, and we will get a shipping quote for you from our warehouse (this can take a day or two). Once you approve the quote we'll complete the order with you over the phone. Please note our shipping price will not include taxes or duties, and you will be responsible for paying those charges when your package is delivered. Check with your local Customs office for more information.

 

Where can I find a Detours bag locally? Glad you asked! Check out our dealer locator for stores in your area that carry Detours.


Warranty and Returns:

 

My bag broke through normal intended use. What is your warranty policy? All Detours products purchased through our website or through any of our authorized dealers are covered by a limited lifetime (3-year) warranty against material and workmanship defects. If your bag has malfunctioned during normal usage for no apparent reason (like the zipper split) during the bag’s reasonable expected lifetime, it may be the result of a manufacturing defect – we've found that these generally show up within the first year of ownership. If this is the case we can set you up with a replacement or coupon code for 100% of the bag's current MSRP.

 

Our warranty does not cover failure due to abuse, accident, or reasonable wear and tear, nor does it cover products that have been modified.

 

Please email us with: Your name, the name of the bag (or a picture if you don’t know), proof of purchase, and what happened to it. Note that we may require detailed photographs of the damage.

 

Please realize that bags produced prior to 2012 are discontinued and cannot be replaced, and parts associated with those bags are in limited supply.

 

Sorry, but bags purchased as closeouts or at a bike swap/sample sale, as well as bags won as prizes, are not covered by warranty.

 

My bag broke through my own misfortune. What do I do? Bike misadventures happen! Hopefully it was no more serious than your ride getting knocked over or a pet claiming your bag as its latest prey. We can usually send a replacement part for a reasonable fee, provided we have the part you need. Please email us with a description of the breakage (including a clear photo is ideal but not always necessary), and we’ll work with you to come up with an agreeable solution.

 

If you’ve been riding with it for a few years (or one very vigorous year) and it simply wore out under the pressures of many miles and pounds of gear, it’s probably time for a new bag. :)


What is your return policy? If you are not satisfied with your bag for any reason, you may return it within 30 days for a replacement or refund. Please note the returned bag must be unused with tags attached and in its original packaging, and you will be responsible for shipping costs.

If you are returning an item, please be sure to let us know via email so we can be on the lookout for it. All returns must include either: A) the original packing slip or B) a return authorization number (RA#), which we will assign to you by email. You'll need to write your RA# on the outside of the box so our warehouse can make sure you get properly refunded. Please allow between 7-14 business days to see your refund.

For exchanges, we do need to receive your return before sending a replacement. If you need your replacement sooner (e.g. it's a gift and you're not happy with the color), we can send a new one right away but will need to charge you again temporarily. This charge will be reimbursed as soon as we receive your return in the mail.

I bought my bag from a store, not from Detours.us. Do your warranty and return policy still apply? Yes and no. The warranty applies, as long as the item was purchased from an authorized Detours dealer. We will replace defective items directly, but note that we will require proof of purchase. Our return policy applies only to items purchased from Detours.us, and we are unable to offer refunds on items purchased through our retailers. For warranty and non-warranty returns in which a refund is sought, please go through the store you bought your bag from.

I bought my bag from Detours.us. Can I return or exchange it through one of your dealers? While we hope that you give your local bike shop much love, and often, we ask that you please not burden them with items purchased from our website.


For bag-related questions, check out our FAQ page.

Thank you for your order, and happy riding!