Ceramic breaks in three places: in the box on the way to you, in the heat press, and in the box on the way to your customer. Each has a different cause and a different fix. This guide covers all three, what to do the moment a damaged case arrives, and how to file a claim when a finished order breaks in transit.
Short answer: Drops, crushing and vibration. A parcel can be dropped from a conveyor or truck, buried under heavier boxes, or rattled for days on the road. Handles, rims and the edges of flat pieces like tiles and plates take the force first.
Most breakage comes from movement inside the box. A mug that can shift even a little hits the wall or the next mug every time the box is moved. That is why snug packing and a cushioning gap matter more than the thickness of the cardboard. Photo USA double boxes every fragile product for this reason; our guide to double boxing fragile orders explains the method.
| Where it breaks | Most common cause | How to prevent it |
|---|---|---|
| In transit to you | Drops and crushing in the parcel network | Buy from a supplier that double boxes; inspect on arrival |
| In the heat press | Cold mugs, too much pressure, cooling in water | Let mugs reach room temperature, use medium pressure, cool on a heat safe surface |
| In transit to your customer | Single box, loose packing, unprotected handle | Wrap the handle, pack snugly, double box |
Short answer: Open and inspect every case when it arrives. If anything is broken, keep the packaging and contact Photo USA within 5 business days of delivery with photos of the damaged items and the outer carton. We will send replacements or issue a refund, cover all shipping costs and waive the restocking fee.
If only a few pieces arrived damaged, we ship replacements for those pieces and you do not need to send anything back. The full details are in our shipping policy and refund policy.
Short answer: Let mugs reach room temperature before pressing, use medium pressure rather than maximum, and let pressed mugs cool on their own on a heat safe surface. Never cool a hot mug in cold water.
Ceramic cracks when one part heats or cools much faster than another. A mug that arrives cold from a winter delivery truck and goes straight into a hot press is under more stress than one that has sat in your shop for a few hours. Too much pressure squeezes the body, especially near the handle, and a sudden drop in temperature from cold water can crack a mug that pressed perfectly. Our guide on how to sublimate a mug covers recommended settings for each mug type. As always, temperature and time trade off and every press runs a little differently.
Short answer: The shipper usually files. Ask your customer for photos of the item, the inner packing and the outer box, keep any packaging that comes back, and file with the carrier quickly. UPS, for example, must receive notice of a damage claim within 60 days of delivery.
While the claim is open, re-press and reship the customer's order. A replacement on its way within a day or two keeps the customer, and the claim can settle in the background.
Questions about a damaged case? Photo USA sells by the case with a one case minimum and no minimum number of cases, and most orders ship within 24 hours from Fremont, CA and Shepherdsville, KY. We also offer a wholesale imprint service if you would rather receive finished pieces. Email hello@photomugs.com or contact us with the items and quantities you need.
Short answer: Buy from a supplier that double boxes, store cases flat and off the floor, keep a few spare blanks for remakes, and double box every finished ceramic or glass order you ship.
Breakage is a cost you can plan for. Keep a small buffer of your best selling blanks so a broken piece never holds up an order, store cases in a dry place where they will not be knocked or stacked under heavy goods, and track which carrier and packing method gives you the fewest claims. For how a single broken piece affects your margin, our mug ROI guide shows how many mugs pay off a case.
Keep the packaging and contact Photo USA within 5 business days of delivery with your order number and photos of the damaged items and the outer carton. We will send replacements or issue a refund, cover all shipping costs and waive the restocking fee.
Report damage within 5 business days of delivery. Inspect every case when it arrives, because the reporting window starts at delivery.
Usually not. If only a small number of pieces arrived damaged, Photo USA ships replacements for those pieces and you do not need to send anything back.
The most common causes are pressing a cold mug, using too much pressure and cooling a hot mug in water. Let mugs reach room temperature, use medium pressure and let pressed mugs cool on their own on a heat safe surface.
The shipper usually files. Gather the tracking number, ship date, proof of value and photos of the outer box, inner packing and damaged item, keep the packaging, and file online. UPS must receive notice of a damage claim within 60 days of delivery.
The sender usually files, because the sender holds the tracking, invoice and declared value. The receiver can start the process but should coordinate with the sender so the claim is not filed twice.
Yes. Every fragile product Photo USA ships is double boxed at no extra charge, with the case inside a second outer carton and cushioning between the two walls.
Note the damage on the carrier's delivery receipt before you sign, take photos, keep the packaging, and contact Photo USA within 5 business days of delivery.
One last note: the press settings in this guide are recommended starting points only. Temperature and time work against each other, so a higher temperature needs less time and a lower one needs more, and every heat press and oven runs a little differently. Press one test piece and adjust for your own machine.
