At Dogwalkers, we pride ourselves on having the best pre-roll experience using the highest quality materials and finishing every product by hand. With all that care, there are still factors related to a pre-roll consumption experience that can translate into the occasional uneven burn (consumption environment, method of lighting, strain variety, etc.).
While this is not a warrantable issue, we do have a recommendation for optimizing the consumption experience: Always keep the side that is burning slower on the top of the product during inhale. Heat rising will encourage the slower burning side to catch up with the other end of the pre-roll.