Merchandise FAQ

Customer Service Contact Information

Phone: 425-608-4220
Fax: 425-771-0833
Email: customerservice@ricksteves.com

Hours

Monday–Friday: 8 a.m.–4 p.m. (Pacific Time)
Closed Saturday and Sunday

Ordering Merchandise

How do I make a purchase?

You can browse our selection of travel bags, accessories, guidebooks, Blu-ray/DVDs and maps by visiting our online Travel Store or our Travel Center during regular business hours Mon-Sat, 9 a.m. to 5 p.m. and Thursdays from 9 a.m. to 8 p.m.

To make an online purchase, first select a product and if you would like to order it, click the "Add to Cart" button. For some items, such as travel bags, you must choose a color before clicking the "Add to Cart" button. You can also adjust the quantity of each item you would like to order before placing it in your shopping cart.

When you're finished shopping, simply proceed to the checkout. The instructions will walk you through each step to enter your shipping and credit card information. Sorry, we do not take orders by telephone.

The Rick Steves Travel Store sells retail products to customers for their personal use. We reserve the right to invalidate any order, with or without cause, including those orders that appear to be purchases for resale or otherwise for commercial use. If you wish to order multiple items for an organization or traveling group, please email Customer Service for assistance.

Why is my cart empty at check out when I put items in it?

You need to "enable cookies" on your computer. Instructions can be found here.

How can I place an order with Rick Steves without putting my credit card on the Web?

Simply go through the normal process of placing an order online. When you come to the Checkout Payment info page you'll see two choices: "Secure Online Payment" and "Mail Fax". Click on Mail Fax, then click on Place Order. It will take you to a page to confirm the information. Click on "Printable Order Form". It will pop up with all the fax or mailing information. Print the form and fax or mail the order to us.

How long will it take for my order to arrive if I order today?

More details about shipping can be found below. If you choose Standard Delivery your order is guaranteed to arrive within 10 business days. A "rush delivery" order is guaranteed to arrive within 5 business days. As soon as your order is shipped, we'll send you an email containing your UPS tracking number so you can look up when the delivery date will be.

What is the CVV2 code your order asks for?

The code is an additional security check for credit card transactions. For Visa or MasterCard cards, you can find this code on the back of your credit card and appears as the last 3 numbers after your account number. For American Express cards, the code is on the front of the card and appears above and to the right of the imprinted card number.

What is a promotion code?

Rick Steves offers promotion codes from time to time valid for special, limted-time offers. To receive such special offers, the associated promotion code must be entered in your shopping cart at the time of check out.

I made a mistake on my order that I just placed online, what can I do?

Email Customer Service and tell us what you'd like to change. We'll reply to your email on the next business day during regular business hours, and make any changes you request. It's never too late…unless it's already gone out the door!

My order didn't confirm, what can I do?

During our regular business hours (8 a.m. to 4 p.m. Pacific Time) you can email Customer Service or call at 425-608-4220 and they can verify if your order went through. If it didn't, we can take your credit card info over the phone and process the order manually. After hours, email us and we'll respond the following business day. Your other choice would be to place another order, and then call or email us to cancel any duplicate order placed.

What happens if I don’t receive my shipment?

Shipments may be undeliverable due to any of the following reasons:

  • Incorrect or incomplete address information provided at the time of order placement
  • No recipient on hand to accept the order from the carrier during three delivery attempts
  • Refusal to accept an order by the recipient at the time of attempted delivery

These shipments are considered incomplete and will be returned to Europe Through the Back Door by the carrier.

Upon receipt of an Incomplete Shipment, Europe Through the Back Door will credit the full purchase price of the merchandise. The original outbound shipping charges for Incomplete Shipments are non-refundable. Shipping charges will apply to any reorders. Reorders must be placed in our Travel Store. Sorry, we do not take orders or reorders by telephone.

What methods of payment do you accept?

We accept Visa, Mastercard and American Express payments online. For your security, we do not retain any relevant credit card information. For more information on the safety of online ordering, please see our Security and Privacy policies.

International Orders: If your credit card is issued by a non-US bank it will not be recognized by our credit card verification system and you will need to select the mail/fax option in the checkout/payment screen.

If you prefer to pay by check or money order, you can still use the online order form. Once you have entered your information, an order form will be generated for you to print and mail to us along with your payment.

Do you have gift cards?

Gift Cards can be purchased in any amount between $5.00 and $500.00 and redeemed for merchandise only (excludes tours). Gift Cards are available for purchase and redemption online or at the Rick Steves' Travel Center located in Edmonds, WA. For more information about our Gift Cards, visit our Gift Card FAQ.

Does your Convertible Carry-On have wheels?

No, in this case "Convertible" means it can be used as a backpack or a suitcase. However, both our Rolling Carry-On and Rolling Backpack have wheels.

Does your Rolling Carry-On turn into a backpack?

No, but our Rolling Backpack smoothly switches from the ease of wheels to the versatility of a backpack.

Are Rick Steves bags waterproof?

Bags made of thicker 600 to 900 denier polyester — our Convertible Carry-on, Classic Back Door Bag, Rolling Carry-On, Veloce, and Appenzell bags — are reasonably water resistant. Our lighter-fabric Civita products are a bit more likely to leak during a steady rain (it's always a good idea to have a plastic bag handy as an inside liner in case you're caught in a storm). The Hide-Away Poncho we sell is large enough to cover a pack while it's on your back. To protect the contents of any travel bag against rain, the best solution is…duck indoors!

Returning Merchandise

What is your merchandise return policy?

If you are unsatisfied with your purchase for any reason, you may return it in new and unused condition within 60 days of the purchase date to qualify for an exchange or refund. If you return items from an order which included free bonus products, the bonus products must also be returned or their value will be deducted from your refund.

How do I return purchases from the Edmonds Travel Center?

Items purchased in our Edmonds Travel Center may be returned there in new and unused condition within 60 days of the purchase date, or may be shipped to us at the customer's expense. A copy of the sales receipt is required along with a note of explanation.

In case of possible defect, please visit our Edmonds Travel Center or email us at customerservice@ricksteves.com. A copy of the sales receipt is required.

How do I return merchandise purchased from the online Travel Store?

Items purchased from our Travel Store at ricksteves.com may be returned to us in new and unused condition within 60 days of the purchase date. To return or exchange purchases, please complete the Return and Exchange Form on the back of the invoice which accompanied your shipment. Include it (or a copy) with your repackaged items. Please allow 2 to 4 weeks for returns processing. Sorry, no refund on shipping charges.

When returning items for any reason, we suggest using a traceable service such as UPS (United Parcel Service) or "US Mail Insured" for items valued at $25 or more.

Send returns to::

Rick Steves' Europe
Attn: Returns
130 4th Ave N
Edmonds, WA 98020-2009

In case of possible defect, damage, or incorrect product, please email us at customerservice@ricksteves.com.

Can I return purchases made with a Rick Steves' Gift Card?

Products purchased with a Rick Steves' Gift Card may be returned within Rick Steves' Sales and Refunds Policy guidelines. Return value will be applied back to the gift card and may not be redeemed for cash or applied as credit to your credit card account.

How do I make returns from locations outside of the United States?

Email us at customerservice@ricksteves.com to let us know that you need to make a return so that we can issue return authorization and instructions. Please include the reason for return and the country from which the item is being returned. Sorry, no refund on shipping charges. Ancillary charges, such as brokerage fees, etc. will be deducted from the refund amount.

Shipping Rates

For USA, Canadian and foreign orders, use the tables below to calculate your shipping charge.

  • We ship UPS (United Parcel Service) to most US and Canada street addresses (*see below for Canadian exceptions). Delivery to business addresses is preferred but not required.
  • We ship via Mail (US Postal Service) to all US and Canadian Post Office boxes, Military APO/FPO, Foreign Service and Hawaii and Alaska Standard Delivery orders.
  • Orders under $30 only: We may use US postal service for delivery
  • Outside the US and Canada, USPS Mail — see chart below for charges.

"Business Days" for delivery are non-holiday weekdays (Monday - Friday).

$ Amount of Order STANDARD DELIVERY within USA
Arrives within 10 business days
Under $25 $6
$25-$49.99 $8
$50-$99.99 $11
$100-$199.99 $14
Over $200 $18
Over $300 $22
Over $400 $26
Over $500 $30 + add $4 per add'l $100

 

$ Amount of Order RUSH DELIVERY within USA
Arrives within 5 business days
Under $25 $15
$25-$49.99 $18
$50-$99.99 $21
$100-$199.99 $25
Over $200 $30
Over $300 $34
Over $400 $38
Over $500 $42 + add $5 per add'l $100

 

$ Amount of Order EXPRESS DELIVERY within USA
Arrives in 2 business days
Under $25 $35
$25-$49.99 $38
$50-$99.99 $41
$100-$199.99 $50
Over $200 $60
Over $300 $70
Over $400 $80
Over $500 $90 + add $10 per add'l $100

 

$ Amount of Order STANDARD DELIVERY to CANADA
Arrives within 15 business days
Under $25 $8
$25-$49.99 $10
$50-$99.99 $16
$100-$199.99 $22
Over $200 $28
Over $300 $34
Over $400 $40
Over $500 $46 + add $6 per add'l $100

 

$ Amount of Order OUTSIDE THE USA AND CANADA
Under $15 $8
$15-$49.99 $18
$50-$99.99 $28
$100-$199.99 $38
Over $200 $38 + add $18 per add'l $100

 

  • Standard delivery (USA): You should receive your merchandise within 10 business days of the date we receive your order (in the case of special shipping promotions delivery times may vary as otherwise noted). NOTE: Timely final delivery of items received at APO/FPO addresses is beyond our control.
  • Rush delivery (USA): You should receive your merchandise within 5 business days of the date we receive your order. PO Boxes are OK. Hawaii and Alaska will ship UPS to street addresses.
    Sorry, no Rush orders to Canada, Military or Foreign Services as timely delivery of items via USPS is beyond our control.
  • Express delivery (USA): No 21-inch Wheeled Bag, Rolling Backpack, or Rolling Carry-On bags — use Rush! Street addresses only. No Express orders to PO Boxes, Military, Foreign Services or Canada. You should receive your merchandise within 2 business days of the date we receive your order.
  • Sales Tax in Washington State: Washington State Sales Tax will be charged on the total of the order plus shipping fees on any merchandise order shipped to an address in Washington State.
  • Canada delivery: We ship all Canadian orders via UPS for all street addresses. You should receive your merchandise within 15 business days of the date we receive your order, barring any unexpected customs delays.
    * Exceptions: US Postal Service will be used for all PO Boxes as well as for the Yukon, Northwest Territories, and Nunavut.
  • Canada TAXES & DUTY: For shipments via UPS, our website will automatically calculate and charge for GST/HST and customs duty and forward those payments to the appropriate agencies. This will appear as a separate line on your receipt. There are no extra payments due on arrival. For the USPS (mail) orders listed above, you will pay those taxes and duties at the Post Office when you pick up the package.
  • Delivery to addresses outside the USA & Canada: Barring customs delays (over which we have no control!) you should receive your merchandise within 3-4 weeks of the date we receive your order via USPS (Mail).

Track Your Order

Once your order has been shipped, we will email you a shipping confirmation. If it has been shipped via UPS, we will include a tracking number. To track the status of your order, please visit our Tracking page. If you have questions about shipping, please email our Customer Service Department at customerservice@ricksteves.com or phone 425-608-4220.

Secure Ordering and Privacy

Rick Steves' Europe takes your security seriously. While you visit our secure Travel Store, our Security Pledge protects you so that you can shop safely.

The Rick Steves Travel Store Security Pledge.*

We will endeavor to make your transactions at www.ricksteves.com secure and safe. If any unauthorized, fraudulent charges are made to your credit card as a result of shopping at our Travel Store — you pay nothing. We mean it!

We protect the transfer of sensitive information between your browser and our secure server using Secure Sockets Layer (SSL). SSL is compatible with Netscape, Internet Explorer, and AOL's browser technologies, creating an encrypted data transfer. To learn more about SSL technology visit www.verisign.com.

We also use firewall technology to secure your data once it is stored on our servers. Extra sensitive information, such as a credit card number, is stored using database encryption, so that even most internal users cannot access the data. Finally, as an extra security measure, we don't even transfer your credit card information from the Travel Store to our order processing system. Only the bank authorization number is used, providing an extra level of protection.

Still not comfortable using your credit card online? Not a problem. Just fill up your shopping cart online and while proceeding through the checkout choose "Mail or Fax" on the payment information page. This will create a printable copy of your order that you can then send via fax or drop in the mail. Don' t forget to write your credit card number on your fax or on your mailed order if you don't enclose a check.

*The fine print — Security Pledge details The Fair Credit Billing Act provides that your bank cannot hold you liable for more than $50 of fraudulent charges. If unauthorized use of your card resulted through no fault of your own from a purchase made at our online Travel Store, and if your bank holds you liable for any of this amount, Rick Steves' Europe, Inc. will cover the entire liability, up to the full $50. In the event of unauthorized use of your card, for this security guarantee to be valid, you must notify your credit card provider in accordance with its established reporting rules and procedures under your cardholder agreement.