Very rarely, and despite our best efforts, our packaging does not survive the attack of the gorillas at the post office. In this case, you will be entitled to your choice of a replacement (when available) or a full refund. We will file the insurance claim on our side, so we ask that you please help us by taking photos of the unboxing (as soon as you suspect damage) and any breakage within. We'll do everything to make sure you end up with a piece you love!