If you believe the product you received is damaged or faulty.
Send us photos
The damaged area, close up
The whole carrier
The label
We can't assess anything without them.
What counts as a fault
Broken buckles or hardware, torn seams, snapped straps, and parts listed in the product specification that are missing.
What's normal and isn't a fault
Pulls, small loose threads, fluff and "fluff clouds", weaver's knots, slight fading, and variation in the weave. Woven fabrics vary from piece to piece and none of this affects how a carrier performs.
What happens next
We'll come back to you within 3 business days.
Most genuine faults are covered by the manufacturer, so we take it up with them on your behalf and tell you what they've agreed: usually a repair or a replacement. If the item needs to go back, we arrange the label. You won't pay shipping on a manufacturing fault.
If you bought your carrier through Try Before You Buy, this same process applies for the first 6 months. After that, get in touch and we'll look at it case by case.