Several years back I came across a used Mountainsmith Tour at a price I couldn’t pass up. The shoulder strap was missing. The pack was in great shape and saw a little use here and there. I emailed customer service two years ago to inquire about a purchasing a shoulder strap. The price I was quoted plus shipping was more than I’d paid for the pack. I declined. Over the past few weeks, the pack has piqued my interest and on Sunday I sent another email. I had decided to go ahead and put the money into it. On Monday, I received a reply asking for my address. Today, a strap was waiting in the mailbox. It is great to see a company stand behind their products.