We try our very best to pack sublimation mugs in a way that will ensure their safe arrival to your location. Unfortunately, because they are fragile in nature, sometimes sublimation mugs do arrive broken. In cases like these we are not able to provide direct replacements for the mugs, however, we would be happy to provide a pro-rated refund for the number of mugs that arrived damaged. We will usually ask for photos of the broken mugs for our records. If your order of sublimation mugs arrives broken please contact us directly at (800) 215-0894 or firstname.lastname@example.org.