Ahhh nooooo. We hate it, but it can happen!(very rarely though!) Sometimes packages get mishandled and signs arrive broken.  Please don't worry! We want to help!  If your sign arrives broken, please send us an email to info@dearheartsigns.com within 3-5 business days of delivery with the following information: Order # Best contact information: Email or phone number. Photo/s of damaged sign Photo of outside packaging This will allow us to start the claim process with our shipping carrier right away and start working on your replacement.  Please do not file a claim with the shipping carrier directly. We will take care of this process to cover the cost of your replacement. If you have filed a claim directly, your order will no longer qualify for a replacement. Breakages as a result of client handling is not eligible for a damage claim. If you or someone accidentally broke the sign, please let me know. I will happily provide a discount for your replacement.