Bagqueen, do you live near an NM store? If you do, you can return your bag there at the gift wrap counter (this should also be where their shipping/receiving dept. is located). They will ship it back to the website at no charge, and they will absolutely refund your shipping. That's how I returned my paddy with the black mark. All they have to do when they call the return in is give the reason for the return as "damaged." If you are unsuccessful with the associate at the counter, politely ask to speak with a manager or the store manager. I used to work at NM until a couple of months ago, so I feel like I know from which I speak. Good luck.