To begin the warranty process, if the replacement request is determined to be within one year of purchase for soft goods and five years from date of purchase for stainless steel goods, the following information must be provided to Customer Service at info@planetbox.com: PlanetBox.com: Order numberAmazon, Costco and authorized retailer:  A photo of the receipt which includes date of purchase must be provided Picture of the entire item.Picture of the defect (this can be included in the image above if defect is visible in the photo.)Picture of the Lot number on tag inside bag or the number on the bottom of the stainless steel item.Full address where the replacement item should be delivered.   (Warranty issues for Items purchased from outside US or Canada should be directed to store where purchase was made.)