here to help
Frequently asked questions
BUYING ONLINE IS SIMPLE AND EASY
How do I purchase a Lowepro product?
For online purchases, each product has an “Add to Cart” option, which allows you to place items into the cart for purchasing. In the unlikely event that we do not carry or have stock of an item you need, check out our "Where to Buy" locator.
Lowepro uses a company called KIBO to process order payments placed at Lowepro.com. KIBO is the order-processing partner of more than 800 branded manufacturers and large retailers. KIBO handles order related communications and customer service for consumers on behalf of the brands and retailers that they represent.
KIBO process the payments of our order placed on our website and passes them to Lowepro or Lowepro retailers who will ship your order to you.
You order may be fulfilled directly by us or by an authorized Lowepro fulfilling partner.
What are your hours of operation?
We are here for you each and every business day, Monday through Friday 8:30AM to 5:00PM.
- How can I contact you for customer support?
Where can I find some help to buy the product that fits my need?
We provide product guides & advice from our experts for all our products on Lowepro.com.
How do I redeem a promo code?
If you have a promo code, you can use it at the checkout, in the promo box placed on the lower half of the page.
Can I place order on phone or via email?
We do not accept orders via telephone or email.
Do I need an account to place orders at Lowepro.com?
You do not need to register to place orders; you can check out as a guest.
Should I create an account on the Lowepro website?
You do not need to register to place orders, but by creating an account, you can maximize your shopping experience and make the most of the site adding convenience. In addition, certain features and benefits of our website are only available if have registered.
Examples of just some of those great benefits include the ability to maintain an address book for easy shipping to different addresses; the ability to create and manage your wish list and tracking your order history.
What do I do if I have forgotten my password?
If you have forgotten your account password, please click on the Forgot your Password link during the sign-in process. You will be instructed to reset your password via a reset password email sent to the email address used when registering your account.
Can I see my order history on Lowepro.com?
You must have a registered account to see your order history.
It is displayed in your online account. The orders displayed here are only the ones made after registering for an account.
Is my personal information secure?
Please be assured that your personal information is kept private.
What payment methods do you accept?
Lowepro.com store accepts the following payments for online purchases:
When will my credit card be charged?
The payment will be taken from your card as soon as your order is assigned for fulfilment.
Why is my card not working?
We are sorry to hear you’re having trouble, this could be for a variety of reasons. Please login to your Account and ensure you have entered the correct billing address and card details for your bank account.
Still having trouble?
Please contact our payment process partner KIBO to resolve any payment issues by telephone at 877-412-7467.
How will the charge display on my credit card?
The charge will show up on your credit card statement as "SPN*Lowepro".
Is my credit card data protected?
Absolutely! Our order management and payment processing partner Kibo, is a PCI Level 1 compliant organisation.
We hope this allows you to shop on the Lowepro.com with confidence.
SHIPMENT & DELIVERY
2-5 Business Days – FREE
2 Day Delivery - $19.99
Overnight Delivery - $24.99
How much will the delivery cost & how long will it take?
Lowepro.com provides the following delivery methods:
Standard Delivery, 2-5 business days, FREE
2 Day* Delivery, $19.99
Overnight* Delivery, $24.99
*Monday – Thursday on orders placed before 12PM. This excludes public and bank holidays.
Why has my order not been shipped/delivered?
There are a few reasons that can keep us from being able to ship your order.
Here are a few possible causes:
• The product(s) you ordered are out of stock or discontinued.
• You live in a remote area and we cannot deliver there.
• You specified an incorrect delivery address.
• A payment issue might have occurred when you placed the order.
Who is going to deliver my order?
We use FEDEX for all our website orders.
Please note that for our delivery service, a signature will be required. If you are unavailable when the courier attempts to deliver, the courier will rearrange delivery and you will be notified via the contact information you have provided for this purpose.
Do you deliver outside of the US?
Merchandise ordered on Lowepro.com can ONLY be shipped to addresses in the US.
Can I have products shipped to P.O. Boxes or military bases?
Orders cannot be shipped to P.O. boxes or military bases.
Can I select the date and time for delivery?
We do not support this service; we recommend that someone is present at the address specified for delivery.
Do you ship to multiple addresses?
We do not provide this service.
Please place separate orders for each shipping address.
RETURNS & REFUNDS
If you are not happy with your purchase, you can return a product within 30 days and we will happily refund the purchase price.
It is easy to return a product. To return a product you will need to obtain a Return Authorization number (RMA).
Kibo Commerce, our order processing and consumer support partner will provide you the Return Authorization number (RMA) and you can contact them at 877-412-7467.
How do I return a product?
It is easy to return a product. To return a product you will need to obtain a Return Authorization number (RMA). Kibo Commerce, our order processing and consumer support partner will provide you the Return Authorization number (RMA) and you can contact them at 877-412-7467.
What’s the return policy?
If you have already received the product, you must return the product as soon as possible to the address provided by KIBO, in any event, within 30 days of Delivery. The details of where to return the product will be set out in the Returns Document. You are responsible for the cost of returning the product using a suitable tracked and insured shipment method.
If the KIBO Supplier does not receive the product back, we may arrange for collection of the product from your delivery address at your cost.
All new goods supplied through our web site are warranted free from defects. The statutory warranty rights apply.
What is Lowepro’s standard warranty terms & conditions?
Lowepro products in the US are covered by a two-year standard limited warranty from date of purchase. Depending on the product, warranty periods can be extended to up to 10 years from date of purchase. For complete product warranty information please visit our warranty page.
IMPORTANT: Please be advised that warranties are valid only on products purchased within the country of residence and through our authorized channels, in this instance, the Lowepro US website or through one of our authorized Lowepro dealers. Lowepro does not provide a warranty of any type or of any manner for any products purchased from unauthorised resellers, without exception.
What Do You Have To Do to Place a Warranty Claim?
You will be required to submit a warranty request to our customer service warranty team. You will be requested to provide photos of the product and a copy of your original receipt. Lowepro will not provide any coverage under this warranty statement unless your claim is in compliance with all of its terms. To request warranty service, please contact us using our contact form, call (800) 800-5693, extension 4073, or contact your local authorized distributor. View a complete list of our authorized distributors.
Where can I register my product to extended warranty?
To extend the warranty on your Lowepro product, please visit our Product registration page. Here you will need to fill out a few details about your purchase to complete the extended warranty registration.
What should i do to help keep my product in working order?
Regular care and maintenance of your product is essential to ensure it’s kept in working order, further details can be found with your product.
Where can I find care instructions?
Details on how to maintain and take care of your product can be found in the box or packaging.
Where can I find information on a store near me, which carries Lowepro products?
You can find these details in our "Where to Buy" section.
Who can I contact for sponsorship requests?
Please send your request via our contact page, providing details of your request.
How do I become a Lowepro Storyteller?
In addition to using our products on a daily basis, our storytellers also provide us with many images taken using our products and behind the scenes showing how they use them. Occasionally, our storytellers also write articles for us, which along with their images, provide the content used on our website and social media networks. To ensure we offer a variety along with the very best content, we set a maximum number of storytellers . These are reviewed on a regular basis, and often rotated to ensure we represent the very latest trends and shooting styles.
If you think you would like to become a Lowepro Storyteller, then please contact us via our contact page.
Who do I contact for PR enquiry?
If you would like to request PR samples, ask for press releases or have any other PR related enquiry, please contact us on our contact page.