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They do now. The first bag I sent in years ago they would not return. But this question is timely. I just got off the phone with Jax after inquiring about a bag I sent in for repair in September. They said Fedex sent it back as undeliverable. I never got a notice from Fedex about a package. Jax refused to resend it stating they needed another address. I only have 1 address. Anyway, they said they will send it to a store for pickup. I asked about my letter as that was the only thing I was interested in. They said it is with the bag. Here's the thing: I don't want that bag back. It looks horrible. The straps are all fraying. It was like that soon after I bought it. I should have sent it back right away but I didn't and it just got worse. The rest of the bag is in really good condition because I didn't use it much. It was too embarrassing to carry! It looks like a fake Coach bag but it's not.