For direct assistance with warranty or defective items, please contact WaterRower at 1 (800) 852 2210 or email us at go@cityrow.com. We recommend items should be returned using a traceable carrier to ensure return delivery. Returned items should be packaged properly to protect against damages that may occur during transit. Please include your name and all pertinent information clearly stated on/within the box. As stated in our warranty, all items must be shipped back to WaterRower with freight prepaid.