When I placed the order I was very pleased with the responses that I received by email letting me know when the mug I ordered was shipped, etc. Very efficient!! However, when I received the mug, even tho it was packed very well, the handle was broken. I immediately emailed the address that was on the shipping ticket and explained. Within 10 minutes I had a very nice response saying they were sorry it happened and that another one would be sent out right away. I was very pleased and relieved. I have ordered from Personalization Mall before and I certainly will again! Thanks for everything, and by the way the mug was beautiful and just what I expected!!