I just wanted to thank you for, in a word, being so awesome. I have the “Brain Bag” backpack, which I use every day, and count among my favorite possessions (not just favorite bags, favorite possessions, period). In general, I really love things that are well-engineered and perform their function well, and this bag meets both of those criteria in spades. Anyway, on a recent trip, I lost a part of the chest strap so I called your store. After I was able to describe the part that I needed, the very pleasant woman with whom I spoke just asked for my address and told me that the part would be in the mail in the next day or so. I was a bit taken aback–wasn’t she going to at least charge me $4.95 for “Shipping and Handling”? Nope. Several days later, the strap arrived in the mail and I returned to comfortably carrying around all of my stuff. Long story short, thanks for being so awesome. - Matt.