At Osprey Shop, we stand behind our premium travel gear with the same confidence we put into every stitch of our Deuter backpacks and American Tourister luggage. If your purchase doesn’t meet your adventure-ready expectations, we’ll make it right.

Our Return Promise

We accept returns and exchanges within 15 days of delivery for most items in new, unused condition with original packaging and tags attached. Your satisfaction is as important to us as the durability of our Carhartt products.

Non-Returnable Items

To ensure hygiene and quality standards, the following cannot be returned:

  • Personalized or monogrammed items from our Design Go collection
  • Products with removed tags or altered original packaging
  • Items showing signs of wear or use

How to Return or Exchange

Our return process is as streamlined as our Bon Voyage luggage collection:

  1. Initiate Your Return
    Email our customer care team at [email protected] with your order number and return request within 15 days of delivery. Use our template below for faster processing.
  2. Package Your Items
    Securely repackage the item(s) in the original packaging with all tags attached. For protection worthy of our Camel Mountain series, we recommend using a sturdy box.
  3. Ship Your Return
    Send your package to:
    Osprey Shop Returns
    1508 Burnside Court
    Phoenix, US 85003

    Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

  4. Receive Your Refund or Exchange
    Once we receive and inspect your return (typically within 3-5 business days), we’ll process your refund or ship your exchange.

Return Request Template

Copy and paste this template into your email to expedite processing:

Subject: Return Request – Order #[Your Order Number] Dear Osprey Shop Team, I would like to request a [return/exchange] for my recent purchase (Order #____). Item(s) for return/exchange: – Product Name: _____ – SKU/Item #: _____ – Reason: _____ I have reviewed the return policy and confirm the item(s) are in new, unused condition with original packaging and tags attached. Please advise on next steps. Best regards, [Your Full Name] [Your Contact Number]

Refund Information

Refunds are processed with the same efficiency as our FedEx deliveries:

  • Timing: 3-5 business days after we receive your return
  • Method: Refunded to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

Note: Depending on your financial institution, it may take 5-10 additional business days for the refund to appear on your statement.

Exchange Process

Want to swap for another adventure companion? Exchanges are handled like our Douchebags urban packs – quick and hassle-free:

  1. Follow the standard return process above
  2. Include a note specifying your desired exchange item(s)
  3. We’ll ship your new item once the return is received and approved

For size/color exchanges, we recommend placing a new order to ensure availability, then returning the original item.

Damaged or Defective Items

If your item arrives with the ruggedness of a well-worn backpack rather than the pristine condition expected from our Briggs & Riley collection, contact us immediately at [email protected] with photos of the damage. We’ll arrange a free return and expedited replacement.

Adventure With Confidence

We’re committed to ensuring your Osprey Shop experience matches the quality of our premium travel gear. For any questions about returns not covered here, our Phoenix-based team is ready to assist at [email protected].