At Fantasy Clay, my job is to make the buying experience as pleasant as possible. Shipments go out in 3 days, up to two weeks for made to order or custom items. If there are any delays, life happens, I will email you immediately. Most items are shipped first class, with tracking in the US. Tracking not available outside the US. As a seller, I feel responsible for your package until it arrives at your door. I use very durable clays, but if there is any breakage, let me know right away and I will refund your money. In most cases, a picture of the broken is enough. I don't need broken pieces anymore than you do. If you prefer an exchange, let me know. I may be able to make a similar piece. I won't mail anything without sending a picture for your approval first. Custom and made to order items are not refundable as a general policy. Payment is required within 24 hours, after that I will cancel the sale unless I am contacted by you.