The original saya was damaged in shipping. I sent a photo to True Katana, and they quickly responded by sending out a new saya, which arrived undamaged. Not being fitted to the sword at the shop, the new saya was a little snug; that was easily corrected with a wood rasp with about 5 minutes' effort. I am very pleased with their responsiveness and support over this issue. Shipping damage is out of their control (unless they were to use cast-iron shipping tubes!), but customer support is in their control, and they handled it well.