I ordered a backpack from Amazon. When it arrived, there was hair inside and a tissue in the front pocket. I contacted Amazon, who said "return it to us." I was horrified that this item would likely be put back online. I reached out to Roverlund to let them know about the issue. They immediately sent me a new backpack without hesitation - they even shipped it to my vacation spot in San Diego so my family could take our pup safely to Torrey Pines and the beach. I also own the Roverlund airline carrier and can't say enough good things about this brand! Thank you Roverlund for making this experience amazing!