Frequency Asked Questions (F.A.Q.s)
• How much does shipping cost?
• What does your warranty cover?
• What is your warranty return policy?
• I want to return my order. How do I get my refund?
• How do I place an order for your products?
• How do I receive a Nelson-Rigg catalog?
• How do I contact Customer Service?
• Where can I get the mounting instructions for your products?
• Are your rainsuits designed to go over normal clothing?
• What if my motorcycle cover or rainsuit does not fit?
• Can you buy the left or right sides of our saddlebag separately?
• May I order one size jacket and different size pants of your rain suits?
• I have a product which needs to be repaired?
• How do I set my personalized combination on your Riggpaks RPL-50 lock?
• What is your best motorcycle cover?
• Which of your luggage are 100% waterproof?
• How do I know which size cover is best for my motorcycle?
• I have a custom made motorcycle. How will I know which size cover is best?
• How do you recommend cleaning your motorcycle covers?
• Would you direct me to a dealer in Canada where I can purchase your products?
• Can I order your products online if I am ordering outside of the United States?
• What is the “Full-Nelson” Mounting system?
• If I order your product from a different online store, does it ship directly from your warehouse?
• If I ordered your product from a different online store, can I return it to Nelson-Rigg?
• Why do I see a Nelson-Rigg product on another online website but not on yours?
How much does shipping cost?
For orders under $30, a $5.00 handling fee will be applied. All other orders shipped ground within the US is shipped free. On orders that are sent Fed-Ex ground a signature IS NOT required for delivery. This authorizes FedEx to leave your shipment in the event that no one is home to sign for it. This waives your right to hold Nelson-Rigg USA, Inc. responsible for any resulting claims. If you prefer to have someone sign for the package, please state that in the “notes” section when you place your order. • Return to top
What does your warranty cover?
All Nelson-Rigg products are made to the highest standards of quality and finish, providing unequalled strength, durability, and function. Our accessories are warranted to be free from defects in materials or workmanship during the specified warranty period and applies only to the original purchaser of the product with copy of original sales receipt. This warranty applies only when the product is used for the purpose intended, under normal conditions, and does not apply to damages caused by improper use, accidents, normal wear and tear or natural breakdown of the materials caused from natural elements. • Return to top
What is your warranty return policy?
Returns and exchanges must be made within 30 days of purchase. Any item to be considered for return or exchange must be in original packing, never used and 100% resalable. All accessories (straps, buckles, rain covers, etc) must also accompany the product. Any return must be pre-authorized by Nelson-Rigg by contacting us and receiving a Returns Authorization number that must appear on the outside of the box. Items sent without a retunes authorization number can be refused and sent back at the senders expense. Approved refunds are only issued if item was bought directly from Nelson-Rigg USA and meets the guidelines stated above. A 10% restocking fee per item will be applied on all returned items. You are responsible for all inbound shipping charges on any item sent to us for exchange or return. Approved replacements will be shipped back via Fed-Ex ground free of charge within the USA. • Return to top
*SALES ON ALL CLEARANCE ITEMS ARE FINAL** No exchange or return will be allowed.
I want to return my order. How do I get my refund?
See above
• Return to top
How do I place an order for your products?
Orders can only be placed directly through our website. No phone order at this time. Credit Card and check payments are processed through PayPal which is a highly secured site for your protection. Please allow 2-3 business days for your order to be processed. If your payment method is via check, please be advised that there is an approximate wait of 5 days for the check to clear before your order can be processed.• Return to top
How do I receive a Nelson-Rigg catalog?
You may either e-mail us at info@nelsonrigg.com or call us at (714) 850-1811. • Return to top
How do I contact Customer Service?
You may call Customer Service at (714) 850-1811 or via email at info@nelsonrigg.com. • Return to top
Where can I get the mounting instructions for your products?
Instructions are posted on our website for viewing and also downloading for printing. Visit our website at www.nelsonrigg.com and click on "Instructions" tab on the left side of the main page for more information. If you still have questions about mounting, please call our Customer Service at (714) 850-1811 or via email at info@nelsonrigg.com • Return to top
Are your rainsuits designed to go over normal clothing?
Yes. Simply select the size rain suit that you would choose when wearing normal clothing. The suits are designed to go over most clothing, including most leather jackets. • Return to top
What if my motorcycle cover or rainsuit does not fit?
Simply contact our customer service department to make sure we have the correct size in stock and to get an RA#. Then return your item prepaid to our office (3518-A Lake Center Drive, Santa Ana, CA 92704) Indicate the model number and size of the product you are returning and your desired size for exchange. Also, please be sure to include your contact information, including a day time phone number, physical address (no P.O. Boxes), for shipping purposes and in case we need to reach you. All replacement products are shipped back ground prepaid. Items for exchange must be in original packing, never used and 100% resalable. They must include all accessories. (straps, buckles, rain covers, etc)• Return to top
Can you buy the left or right sides of our saddlebag separately?
No. Our saddlebags are sold by the pair. • Return to top
May I order one size jacket and different size pants of your rain suits?
Unfortunately, we cannot sell the jackets and pants separately.
I have a product which needs to be repaired?
I have a product which needs to be repaired.
Please contact Customer Service via phone at (714) 850-1811 or via email at info@nelsonrigg.com and describe the problem. We may be able to help. We cannot guarantee repairs or replacements unless they are covered under our warranty policy. • Return to top
How do I set my personalized combination on your Riggpaks RPL-50 lock?
1) Set the lock combination to 0-0-0.
2) Using a pointed object, such as a pen or pencil, carefully push in the silver button located on the side of the lock.
3) While still holding in the silver button, change it to the desired combination and release.
4) Your new combination is set. Write it down and store it in a safe place, as now only this combination will open your lock. • Return to top
What is your best motorcycle cover?
Our Falcon Defender 2000 motorcycle cover. It has the most features, most protective material, comes in a backpack and has the longest warranty. “Lifetime” While all our other covers are excellent in quality and style, we believe the Falcon Defender 2000 to be literally a bomb shelter for your bike. • Return to top
Which of your luggage are 100% waterproof?
The only line that is 100% waterproof and does not need rain covers, is our RiggPaks SVT Survivor series luggage. All other luggage come with 100% waterproof rain cover or rain liners to protect your items from getting wet. • Return to top
How do I know which size cover is best for my motorcycle?
Visit our website and click on "Motorcycle Cover Fitting Guide" on our Motorcycle Covers Page. • Return to top
I have a custom made motorcycle. How will I know which size cover is best?
Please email us at info@nelsonrigg.com with pictures of your motorcycle along with overall dimensions. We will reply with a recommendation of the best size for you. • Return to top
How do you recommend cleaning your motorcycle covers?
The safest way to clean our covers is to hand wash them with warm soapy water and a sponge. Let air dry. Never machine wash or tumble dry. Mild liquid detergent can also be used on tough stains. • Return to top
Would you direct me to a dealer in Canada where I can purchase your products?
Contact one or both of our major distributors for a dealer near you.
Importations: (819) 569-6212
Motovan: (450) 449-7733
You can also ask your closest dealer if they purchase from either one of the above distributors and if so can order the product you want and usually have it the next day. • Return to top
Can I order your products online if I am ordering outside of the United States?
Yes. Please directly contact the on-line store of your choice for more details or contact our customer service reps at info@nelsonrigg.com • Return to top
What is the “Full-Nelson” Mounting system?
Universal mounting systems consist of 4 adjustable Velcro straps to fit any back rest or sissy bars up to 12” wide. For larger back rests or sissy bars, we offer extension straps. Please contact customer service for more details. • Return to top
If I order your product from a different online store, does it ship directly from your warehouse?
No, Nelson-Rigg only supplies major distributors. We do not sell or drop ship to dealers or online stores. The only products that are shipped directly from our warehouse are ones that are ordered from www.nelsonrigg.com • Return to top
If I ordered your product from a different online store, can I return it to Nelson-Rigg?
No. Any orders made from other online stores, returns must go through the same store in order to get a refund. We do not have any sale records from any of the dealers that sell our products. We can however handle warranty repair or replacement directly. • Return to top
Why do I see a Nelson-Rigg product on another online website but not on yours?
If an item does not appear on our website, it is more than likely discontinued. Other online stores may continue to sell that item if they still have stock. • Return to top |
