I had the occasion to stop in at the shop at the airport and was just planning to look around. While there I remembered that my cascade backpack strap snap has never fastened. When I asked what Portland Gear could do for me, not only did the sales rep tell me that I could have the bag replaced, she offered to do it right then and there as they had the exact same item in stock. With plenty of time before my flight, I swapped out all my belongings from one bag to the other.