Returns & Breakage

At CLAY & MUG, we spend a lot of time in Apt 34 wrapping your orders in layers of protection. We know that whether it’s a dense stoneware mug or a delicate porcelain piece, it has a long journey from our home in Donna, Texas, to yours. However, we also know that sometimes, despite our best bubble-wrap efforts, the road can be a bit bumpy.

1. The "Arrived Broken" Guarantee

If your mug arrives in pieces, don't lose hope! Since our products are made of natural earth and glass, they can be fragile.

  • What to do: Take a photo of the broken item and the packaging within 48 hours of delivery.
  • Our fix: Email the photo to customer@clayandmug.com. We will skip the small talk and send you a replacement immediately at no extra cost or issue a full refund if the item is out of stock. We don’t ask you to mail back broken glass safety first!

2. 30-Day return (If you change your mind)

We want you to love what you hold. If you receive your mug and realize the terracotta texture isn't for you, or the glass is a different size than you imagined, you have 30 days from the date of delivery to request a return.

  • Condition: The item must be unused, in its original packaging, and in the same condition as received.
  • The Process: Contact us at customer@clayandmug.com for the return shipping address.
  • Return Shipping: As a small, independent shop operating out of our living room, we cannot cover the cost of return shipping for "change of mind" returns at this time. We appreciate your understanding in helping our small business grow.

3. Non-Returnable Items

  • Items that show signs of use (coffee stains, we’re looking at you!).
  • Items damaged after they have been in your care for more than 48 hours.
  • Gift cards.

4. Refunds

Once we receive and inspect your returned item in Apt 34, we will send you an email to notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days.

5. Why We Are Fair (But Firm)

Our dream is to eventually have a studio where we can handle every return with a smile and a free gift. But for now, every return affects our small Texas dream. We promise to be honest and human in every interaction, and we simply ask for the same honesty from you.

If there is any issue with your order, even if it doesn't fit a specific "rule" above, reach out to us. We are people, not a corporate machine, and we’ll do our best to make it right.