Legendary Red Oxx Customer Care

How can we help you?

Red Oxx takes great pride in our Customer Service. In fact we like to prefer to call it customer care, because we do care. You have a variety of paths you can take to communicate with our trained and friendly staff. You can call us direct, you can email us, you can speak with us via chat on our website, or stop by in person at our Factory Outlet Retail Store and hang out, or if you’re not in any kind of hurry, we still enjoy good old-fashioned snail mail when it lands on our desks.

Our Red Oxx Customer Service Gold Standards.

Three Steps of Gold Service Standards

1. A warm and sincere greeting; tell us your name.
2. Anticipation and fulfillment of each customer’s needs.
3. Thank you and come again. Even though you may buy a bag for life, we offer you the ability to “Fit your Kit” with a line of essential travel accessories.

Our Service Values: We are proud to be in the Red Oxx herd.

1. Red Oxx promises to build strong relationships and create customers for life.
2. Red Oxx is always responsive to the expressed and unexpressed wishes and needs of our customers.
3. Red Oxx is empowered to create unique, memorable and personal experiences and tools for our customers.
4. Red Oxx will own and immediately resolve customer issues.
6. Red Oxx is proud of our professional and friendly demeanor and behavior.
7. Red Oxx will protect the privacy and security of our customer’s accounts, emails, phone numbers and residences.
8. Red Oxx promises to offer solutions that benefit our customers.
9. When Red Oxx communicates with our customers; it’s a conversation, not a correspondence.

Red Oxx Customer Service Invokes the use of CARP!

Control the situation.
Acknowledge the dilemma.
Refocus the conversation.
Problem solve, so our customers are happy.

Our handmade travel gear is in high demand and we’ve worked hard to meet that demand. Since we’ve moved into our new factory #8 we’ve nearly doubled our production floor staff and are always on the lookout for new hires.

None the less, problems can still arise so the effort is made make your purchase, and your choice of communication channels, as smooth and as easy as possible. Please don’t hesitate to contact us regarding any issues you may have with your order, questions about our products such as inventory or colors, or just to say, “Hi.”

Preferred contact method: please call our toll free number 1-888-RED-OXXX or direct dial +1 406-245-5847.

Or try our Red Oxx Email; note there could be a delay in getting back to you.

If you’re in the neighborhood, stop by and visit us or if you don’t mind waiting, write to us at:

310 North 13th St.
Billings, Montana 59101

Our Factory Outlet Store operating hours are:

10am-5pm (MST) Monday-Friday

Log in to Check Real-Time Order Status

If you have an account with us you can log in to check order status, ship date, and tracking numbers of your recent orders. Note that if your account says “in production” it means we’re building your bag.

Red Oxx Lifetime Warranty

All Red Oxx travel bags, luggage and gear bags are covered by our famous “No Bull” Lifetime Warranty. Simply ship the product back to Red Oxx and we will either repair or replace it at no charge. The repaired or replaced item will be returned to you “return shipping paid” in full by Red Oxx.

Shipping / Handling: Once your Red Oxx gear has been hand crafted…

Shipping within the United States:

All domestic orders are shipped via UPS -a street address is required. P.O. Boxes and Military addresses will ship via USPS Priority Mail.

Shipping Options:

  • UPS Ground: 1 to 7 business days, depending on your location in the continental U.S.
  • UPS 2nd Day: 2 business days.
  • UPS 3 Day Select: 3 business days. (Not available for Alaska or Hawaii).
  • UPS Next Day: Next business day.

Shipping Internationally:

International orders are shipped via UPS Worldwide Expedited service. Phone numbers are required for international orders. Outside the U.S.A., tariffs, duties, and taxes are the responsibility of the customer and are typically due upon delivery. Red Oxx is unable to undervalue or misrepresent the value of merchandise for customs purposes.

International Shipping Options:

  • UPS Worldwide Expedited: flat rate fee of $50.00 except Australia and New Zealand at $55.00. No broker fees.
  • UPS Worldwide Expedited to Canada: flat rate fee of $30.00. No broker fees.
  • PO Boxes only and certain Canadian territories: USPS Express Mail International, flat rate of $45.00 and $30.00 for Canadian service for Yukon, Northwest Territories, and Nanavut.
  • MyUS.com – a consolidated International Shipping company that will bundle your orders from all over the U.S. and ship them to your international address. Log into MyUS.com to sign up and create your account.


All Red Oxx products are manufactured in, and shipped directly from Billings, Montana U.S.A.. Handling charges are included.

Returns and Exchanges

To return or exchange items, simply include with your Red Oxx Return Form (requires Adobe 8) with detailed your instructions with your product to the following address.

Red Oxx Mfg. Attn: Returns
310 N. 13th
Billings, Montana 59101

Exchanges will be shipped back to your original address (unless otherwise stated) at Red Oxx’s expense. Please note that exchanges for product that is out of stock may take up to 30 days before delivery due to product demand, backorders and inventory expectations.

Any questions?

Again, send us an email to Red Oxx Email or call us for more information: Toll free at 1-888-RED-0XXX or direct dial: +1 406-245-5847.

Customer Care Testimonials

“I ordered a safari bag this morning and wanted to be sure it would arrive before I head to Botswana 10 days from now so I called to check on it. Lisa answered the phone and said she had just processed my order and I would have it this week. That is what I like. Personal service from a knowledgeable person in real time. Top marks!! Thanks.” ~ Terry Haney

“Christian was very helpful, and went above and beyond what was necessary to insure that I continue to be a very satisfied RedOxx customer! Thanks!!” ~ Michael Kazimar

“Very detailed response and awesome, prompt customer service. Thanks!!!” ~ Nathan

“Excellent! Christian was friendly but at the same time very business-like. A damn good job!” ~ Steve Merritt

“That was one of the most helpful customer service replies I’ve ever received in my life. Clear, well written, added information, above and beyond. Many thanks.” ~ Erik Olson

“Christian is a great rep for the company. If Red Oxx products match the quality of its customer service then it’s a company in excellent shape.” ~ Michael Settanni

“Thank you so much Amanda! You’re the best! Got the package and I’m very pleased with everything that I ordered.” ~ Royce A. Owens

“I sent my bag in for warranty work. You guys sent me a brand new bag in a timely manner. Thank you! Good customer service is becoming rare. Your doing great.” ~ Mishka Wisoff

“You folks are top notch. Thank you so much.” ~ David W. Hershberger

“Dear Amanda, I received my replacement Nomad bag yesterday. In the box was a notebook I had left in the C-ruck that I returned. I was missing it and hadn’t realized it was in the bag when I sent it back. Thank you so much for returning it as it has some crucial notes I took at a meeting. Your company is super. I don’t think many companies would have bothered to notice it let alone return it. Best wishes” ~ Joshua Shaevitz

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