Tortuga Backpacks Avis 7

I want to leave my review as i noticed that the average rating doesn't represent the brand very well. I ordered a backpack 2 years ago and i like it a lot, it is really good quality and serves its purpose. Two weeks ago my handle ripped off at the airport and after reaching out to Tortuga, they offered to send me a new backpack right away without further question. Actually i didn't even ask for it. Even better, they shipped it to china where I'm staying right now. It didn't arrive yet, but I'll strong assume it will arrive. Top customer service in my opinion.

In 2018 I went on a holiday to Canada and got one of the Travel Backpack Pros it was amazing, I have used it multiple times a week for travels round the here in the UK, local holidays, and taken it to Russia in 2019, Italy in 2021, Ireland in 2022, Germany in 2023 and Japan in 2024 and am ready to return to Canada again this time going with my family. So I went to order two new Pro bags for them and found that sale outside of the US is no longer offered. I have loved my Travel Backpack Pro and while some of the zips have lost parts to them it’s still amazing and really wanted two new ones. I have to give 5 stars as the bag is so good but please if you are reading this review let me be a customer of yours again and return to offering international shipping.

I've found that asking even simple questions to their customer service results in curt and unhelpful one-line responses. As a paying customer, I believe respectful and helpful communication should be the minimum standard. Unfortunately, I have yet to receive a single courteous reply. I’ll continue to follow up until I do, but experiences like this make it difficult to trust the company.

No warranty. My straps fell apart. No sign of wear on pack. Company refused to repair or replace.
Offered $50 off new pack & gave me an address to send to, for me to pay for repair.
Their printed warranty is pure BS. I replaced with an Osprey

I really don’t understand the company policy. There are many many reviews all over YouTube, internet etc…but they only deliver to the US !!! I tried to buy a travel backpack but I couldn’t.
So this is very frustrating !
@all the reviewers, mention this in your reviews ! This is only for US citizens…
Too bad

I bought several products from them. Some are better than others. The $80 packable backpack developed a big tear on its first trip. I reached out to the company for a warranty replacement. They were responsive and offered to send me one right away but then they shipped it to my old address, which created a headache. When I told them they had messed up the shipping they said they were out of stock and issued me a refund. I still needed a backpack though so I asked if they could make it up to me by offering a discount on a higher end model, to which they refused. All in all not terrible but not the best experience either. I won't buy any more products from them.

I ordered the backpack and paid 50$ shipping. When i got the package I had to pay extra 55€ fee which was not refunded from Tortuga.

Very bad and unsatisfying service and not recommendable!