We kindly explained to the customer that all items are made on demand with a 2-10 business day production window through our website chat feature. We also advised the customer that we were out of town visiting family when he sent in his customer service issue. Once we were back in town and able to respond to the customer we noted that he declined our shipping protection at checkout and instead needs to file a claim with USPS - who damaged his mug. Had he added the optional protection, we would have gladly saved him the trouble of dealing with USPS and immedately remade and reshipped out his mug. The mug boxes are cardboard formed boxes made to hold and protect mugs tight during transit - there is no from for padding. Obviously, how USPS handles packages matters and some do break in transit thanks to them. He blames our business for somethig USPS did to his order sadly. He also apparently thinks small businesses have infinite funds to cover the damages caused by USPS.