The strap on my bag broke, so I brought it in to exchange or see what they could do. The bag was only 6 months old. They were super nice and gave me the option to exchange it( they no longer have the bag in the same color) or have it sent in to be repaired. I'll have my bag in 4-6 weeks hopefully all fixed. If they are not able to fix it they send you a merchendise credit. It was an easy awesome experience!