Tumi's five year warranty currently breaks down, as follows:

"First Year of Ownership: Worry Free
With limited exceptions, if your TUMI product is damaged during the first twelve (12) months you own it– including damage caused by normal wear and tear, airline handling, or other transit damage–TUMI will cover all repair expenses, including shipping costs to and from our repair facility. If we determine that the product is damaged beyond repair, we will replace it. If we determine that a replacement product is not available, we will provide you with a product of comparable value. Damages not covered are damage resulting from abuse, cosmetic damage (such as scratched leather or stained fabrics), and incidental or consequential damages, such as damage to or loss of the contents of a bag, loss of use, loss of time, or similar expenses.

Years Two through Five on travel bags, business cases, cross body bags, totes, backpacks and handbags and second year for wallets, accessories and outerwear: You are covered for manufacturing defects and normal wear and tear.

Your only responsibility is to ship your item to us for repair, postage paid, or take it to a TUMI store or authorized TUMI dealer, who will be happy to process the repair. In some cases there may be a nominal processing fee. Many repairs can actually be handled in the TUMI store, free of charge. If your item does need to be sent to our facility, we will repair it quickly and ship it back at no additional cost to you. In those cases where our warranty does not apply, your local service center will provide you with an estimate of any repair and return shipping costs that may be incurred."

Did you register the bag on their website?

Did you provide a copy of the receipt?

Calling their customer service line has yielded more favorable responses when I've had my warranty claims processed.

Just remember, even though you bought the bag two years ago, the bag never came with a "lifetime warranty" when you purchased it.