First, these are not 11oz glasses--they are 8oz glasses, and if you added ice, it would overflow..  Second, there was no protection in the box--simply cardboard separator with the glasses in there, 3 of which were broken because there was no cushion whatsoever to protect them from damage.  The first agent I talked to when I was trying to return them told me I had to take a photo of the damage.  I called again and another agent said "no, we won't take a return with broken glass in the package--you can throw them away and we'll refund your money".  In the end, I was satisfied, although I still don't have the glasses I wanted.