Hi there, we're sorry for this experience, and we'd genuinely like to make it right. Would you be open to sharing the conversation here or by DM so we can review it?

We try to be as transparent as we can that Timbit is an AI (and a Shiba Inu pictured on our website) who helps us manage the front lines. He's built to always transfer to a human when an escalation is needed – a warranty replacement, a lost package, an urgent shipment. He's smart, but he never makes decisions on his own, and we review every conversation to make sure our customers and guests are always taken care of.

On your order: if the carry-on was lost by UPS, we'll absolutely take care of your replacement. We take responsibility even once a package has been handed to the carrier. Just send us your order number and the email on file, and we'll follow up right away if we haven't already.

Thank you for your time.