We are so sorry to hear the straps on your bag are twisted! They arrive like this from the manufacturer, so they can be stacked together and shipped in a smaller box. The great news is, we do have some steps to help get the straps back to their fully functioning form.
Steps:
1. Turn your bag so that the front detachable pouch is facing you.
2. With your thumbs on the outside of the straps, simply push up to get these in an upright position! Do NOT turn the straps when pushing up as this will cause the handles to twist.