I already sent an email; this is the 2nd time reaching out after also being on hold for 2 hours today. I purchased the cooler bag and not very happy with it. We used it 2 times. It's extremely heavy; hard to travel with and also the zipper is so tight, it's very hard to get your hands in to take anything out of it. I heard back from Yeti customer service that it was too long of a time since we purchased it. My fault; should have returned it as soon as I bought it. It's a terrible bag!!!!