Returns
Two problems arrive looking identical and need completely different people. Sort yours first and the rest takes days instead of weeks.
Did the bag fail, or did the choice?
This is a return, and it belongs to the shop that sold it. Start it from your order: their window, their label, their refund. Tags and packaging help if you still have them, and a folded soft cooler ships flat and cheap.
Handled by: The shop
Tell the shop, because they can replace it fastest — and tell us, because photographs of a repeating fault are the only way we find a bad batch. We would rather hear about it in the first month than the first season.
Handled by: The shop, and us
Wear is not a fault, and we will tell you so rather than quietly decline. Abrasion from concrete and gravel, a lunch-bag liner scored by loose ice cubes, a strap cut on a tailgate, a zip forced over an overfilled bag — all of these are use, not manufacture. Ask us anyway if you are unsure: an honest answer costs you one email.