We wrap and package our products as carefully as possible to ensure that they aren't broken when shipped. Unfortunately, it still happens sometimes. If your sign arrives broken please contact us right away with pictures of the broken sign, the box from different angles showing any damage, shipping materials, and the shipping label. You MUST hold on to all materials for inspection. I'm really sorry about this inconvenience. We will get the new sign going as soon as we receive all of the above info and do our best to get it out as soon as we possibly can with the current workload. If you request a refund it will NOT be processed until the insurance claim on the sign has been approved via the shipping carrier.