I had to pay shipping to and from my place of origin (about $25), was told I'd be refunded a $25 processing fee if the bag was a "warranty fix," and was told it would take no more than four to six weeks to get my bag back. I received an email that said some different information once I sent the bag out. They had decided to keep my $25 because the bag interior lining, which is disintegrating, was deemed normal wear and tear, and therefore not covered by the warranty. I have no idea what Timbuk2 thinks a lifetime warranty is, but I'm fairly certain it should include a bag breaking down over time. Unless of course they mean the lifetime of a small mammal or insect that that lives for about five years. The best part is now I have to wait up to five to eight weeks before they can get my bag back to me. I have to pay extra to get this "quality" bag fixed, then wait almost double the time quoted to me? Still never got an answer back on why that is ... outstanding customer service. Don't bother sending it in. Just buy a new bag ... preferably one that has an actual lifetime warranty.