Welcome to Osprey Shop’s FAQ section! We’re here to help you with any questions about our premium travel gear and services. Below you’ll find answers to our most commonly asked questions about products, shipping, returns, and more.

About Our Products

What types of travel products does Osprey Shop specialize in?
We specialize in high-quality travel gear including backpacks, luggage (like our American Tourister and Briggs & Riley collections), travel accessories, and specialized packs for various adventures (such as our Camel Mountain and Deuter lines). Our products are designed for smart travelers who value reliability and functionality.
Are your backpacks suitable for both business travel and outdoor adventures?
Absolutely! Our diverse product range includes professional options like our Design Go and Delsey collections for business travelers, as well as rugged packs from Carhartt and Chrome for outdoor enthusiasts. Many of our products, like the Bon Voyage series, bridge both worlds perfectly.
Why do you carry multiple brands like Deuter and Douchebags?
We carefully curate brands that excel in different aspects of travel gear. Deuter offers exceptional hiking backpacks, while Douchebags specializes in urban and sports gear. This variety ensures we can meet all our customers’ travel needs with the best products available.

Ordering & Payments

What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) as well as PayPal for your convenience and security.
Is my payment information secure?
Your security is our priority. We use industry-standard encryption for all transactions and never store your full payment details on our servers.
Can I change or cancel my order after placing it?
We process orders quickly to get your gear to you fast, but if you contact us immediately at [email protected], we’ll do our best to accommodate your request before your order ships.

Shipping & Delivery

Where do you ship to?
We ship worldwide to most countries, excluding some remote areas and parts of Asia. Our Phoenix-based location allows for efficient global distribution.
What are my shipping options?
We offer two reliable shipping methods:

Standard Shipping ($12.95): Via DHL or FedEx (10-15 business days after dispatch)
Free Shipping: For orders over $50 via EMS (15-25 business days after dispatch)

All orders take 1-2 business days to process before shipping.
How can I track my order?
You’ll receive a tracking number via email as soon as your order ships. Standard shipping includes full tracking, while free shipping includes basic tracking information.
How early should I order before my trip?
For peace of mind, we recommend ordering at least:
– 3 weeks in advance if choosing free shipping
– 2 weeks in advance for standard shipping
This ensures your gear arrives with time to spare before your adventure.

Returns & Exchanges

What is your return policy?
We offer a 15-day hassle-free return policy from the delivery date. Items must be unused and in original packaging. To initiate a return, please contact our customer service at [email protected].
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
How long does it take to process a refund?
Once we receive your returned item, we’ll process your refund within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment provider.

Customer Service

How can I contact customer service?
Our dedicated team is available via email at [email protected]. We typically respond within 24 hours on business days.
What are your business hours?
Our Phoenix-based team operates Monday-Friday, 8:00 AM to 5:00 PM MST. Emails received outside these hours will be answered the next business day.
Where is your company located?
Our headquarters and warehouse are located at:
1508 Burnside Court, Phoenix, US 85003

Didn’t find the answer you were looking for? Our adventure-ready customer service team is always happy to help! Contact us at [email protected] with any additional questions.