I shop around extensively before making a purchase, and this site had the best price on a child carrier hiking pack I was considering. I bought the pack and used it for a hike, and noticed a design flaw that was causing my son's legs to chaff. I requested a return to be processed for the pack, and I was emailed a return shipping label and authorization number promptly. I was issued a full refund once they received the pack. Great site and customer service. Couldn't ask for better.