I received an older version of this bag 8 or so years ago as a gift from my wife, but the older models didn't have a moveable shoulder pad (it was shearling & sewn ONTO the strap in a fixed position) - it worked great when resting on my shoulder & slung under my arm, but slung around the shoulder & onto my back it was terribly uncomfortable. I saw they now offer the bags with moveable pads, so I messaged them asking if there was any way to get a replacement strap with a moveable shoulder pad (or return it to have it replaced). Case Bloom replied VERY quickly & advised me to send it in & they'd replace the strap to the updated version for free! Such a great bag & amazing company. You have a customer for life!