I purchased 2 re-loved carriers and one arrived without the built-in tether. That is one of many features the drove me to Roverlunds carrier. My pups are not excited to be in a carrier and keeping them securely connected is important. I reached out to the support team to explore options knowing the product is re-loved and final sale. In the end,, the support team agreed to replace the carrier. I’m fully satisfied with the quality, the function and constructed.
Also, I admire the company standing by their product standards and customer satisfaction!