Defective items that should have been utilized are sold through jomashop. The backpack I bought was defective. Unevenly sewn in two places. All tags, box, bag are intact. I contacted them on the 18th of December requesting to replace it. I still have received no instructions on how to do that. Update: I requested a return via their website and it turns out I have to pay $18.49 for it. Why do I have to pay for the return if the item is faulty? I experienced the inconvenience of not having my money, not being able to use the item that I needed and having to spend time on returning it and also have to pay for the shipment of your defective item. Just called them to inquire if it's possible to replace it and not return it. Waited for 24 minutes. When the lady finally picked up she didn't sound welcoming at all. All I could say was "hi, just a second" as I wanted to turn the speaker on. I didn't have the time to even turn the speaker on and say anything when she hung up. I guess it's unacceptable for them to wait literally one second as opposed to me being on the phone for 24 minutes. Considering the poor service across the board and quality of the item sent it's so hard to believe all the positive reviews.