So despite my better judgement I replaced my last case from them that also went defective. This one at almost 11 months had zipper failure (looking at amazon, its a fairly common issue) I contacted them and basically their only remedy is for me to ship the case cross country to them and once they make a determination that it actually is defective they will replace the case. (no way to do advance exchange other than for me to BUY another case and then they could refund once they get the other case) Personally I didn't want to mess around trying to get a refund for something they should be covering. The reason I was given as to why they don't offer advance replacement is due to customers that will rip them off. (got that in an email!) They really need to learn customer service from Otterbox. When I had an issue with an Otterbox they shipped out without batting an eye. For a company that provides a product to protect our iDevices, making the only options for replacing a defective product is BUY another, or wait and leave it unprotected seems pretty poor. And, they obviously think we are just out there to rip them off. ---------- Here is the email from Twelve South. How do you feel about a company that lumps all of us into the group of "unscrupulous people" when asking them to not leave your iPad without ANY protection? Hopefully this will help folks avoid them and the frustrations of dealing with a defective product from them.