At Clay & Mug, we take pride in the safety of our packaging. However, we understand that items can occasionally be damaged during transit. We are committed to resolving any issues with fairness and speed.
1. The "Arrived Broken" Guarantee
If your order arrives damaged, we will resolve the issue immediately.
- What to do: Take a clear photo of the broken item and the shipping packaging.
- Timeframe: Please notify us via email at customer@clayandmug.com within 48 hours of delivery.
- Our Resolution: We will provide a free replacement immediately. If the item is out of stock, we will issue a full refund. You do not need to ship broken glass back to us.
2. 30-Day Returns (Change of Mind)
If you are not satisfied with your purchase, you may return the item within 30 days of the delivery date.
- Condition: Items must be unused, in their original packaging, and in the same condition as received.
- Process: Contact us at customer@clayandmug.com to initiate your request and receive return instructions.
- Return Shipping Costs: As a small, independent business, we do not cover return shipping costs for "change of mind" returns. Customers are responsible for the return postage.
3. Non-Returnable Items
The following items are ineligible for return:
- Items showing signs of use (e.g., stains or wear).
- Items damaged after being in your possession for more than 48 hours.
- Gift cards.
4. Refunds
Once your return is received and inspected at our studio in Donna, Texas, we will notify you of the approval or rejection of your refund via email.
Timeline: If approved, your refund will be processed and automatically applied to your original method of payment within 5–7 business days.
5. Need Assistance?
We are a human-run team, not a corporate machine. If you encounter an issue that falls outside of these specific rules, please reach out to us at customer@clayandmug.com. We are committed to making things right for our customers.
Clay & Mug
- Address: 301 Silver Ave Apt 34, Donna, TX 78537, United States
- Phone: +1 (715) 560-9239
- Email: customer@clayandmug.com
- Studio Hours: Monday – Friday, 10:00 AM – 5:00 PM CST
- Response Time: We personally read every email and typically respond within 24 business hours.