I bought this ahead of time for this school year-August 2009...so it's been only been 2 months of actual use before the backpack fell apart. When I tried to locate CalPak's customer service online, their website was down, but I managed to find an email. When I finally got a reply with a number to call them, I was informed that I had to pay to ship it to California (I assumed this, and shipping from Florida would be around $20), BUT THEN......they had the audacity to tell me that I would have to include a check for $9.95 to "process the warranty". The whole reason I chose this was because it was supposed to be warranted for 5 years. I'll never waste money on CalPak again.