If product arrives to you in not-so-great condition and you purchased Navidium protection at checkout, you can begin filing your claim by emailing your Order #, the email you used when purchasing your product, and whether you are interested in a replacement item or a refund to orders(at)doeadeerdesign.com.  If you did not purchase Navidium, please email us at orders(at)doeadeerdesign.com if there is an issue with your order.If a mug arrives to you broken & you did NOT purchase shipping protection, we will issue a refund as a ONE TIME COURTESY! If this happens multiple times, we will be unable to issue a refund without the purchase of shipping protection which is just an additional $1-$2 fee. 
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If a product is used and an issue arises within 14 days of purchase, please contact us & provide photos for a refund. After 14 days, we can no longer process refunds. We really appreciate your understanding. Thanks for shopping Doe A Deer!