Replacement Process

WHAT IS ROUTE SHIPPING INSURANCE?

We know how frustrating it can be if your long-awaited order is lost in transit, arrives broken or maybe even is stolen from your porch if left by a negligent delivery service. Therefore, we are offering Route Shipping Insurance to protect your package during transit. If in any case your order is lost in transit, stolen or arrives damaged, you can file a claim here to resolve your issue and request a reshipment free of charge or a full refund.

I JUST RECEIVED MY ORDER AND THE GLASS PIECE ARRIVED BROKEN; HOW DO I RECEIVE A REPLACEMENT SINCE I PURCHASED ROUTE SHIPPING INSURANCE?

Since glass is fragile and a lot can happen on its way to you, we offer Route Shipping Insurance at minimal cost – just in case. If your order is lost in transit, has been damaged or you want it to be reported stolen, please file a claim here to resolve your issue and request a reshipment free of charge or a full refund.

Refunds are processed by Route Shipping Insurance via PayPal only. You may use a pre-existing PayPal account or you can create a new PayPal account here.

Route Shipping Insurance is required for all replacement claims. The insurance must be added to your cart prior to order completion. Once your order is insured, your order will be protected against loss, theft, and damage. Follow the link provided in the confirmation email sent by " "noreply@route.com via sendgrid.net"

If you have a pre-existing subscription, then reach out to cx@hemper.co to have Route Shipping Insurance added to your subscription.

WHAT IS COVERED UNDER ROUTE SHIPPING INSURANCE?

With adding Route Shipping Insurance to your cart, your order will be protected against loss, theft, and damages. However, route shipping insurance DOES NOT COVER the following :

  1. Using the product for a few days and then accidentally damaging or breaking the product.
  2. The order being shipped to an incorrect address.
  3. Receiving an incorrect item or missing items.
  4. Receiving a defective product.

HOW DO I RETRIEVE MY ROUTE ORDER ID #?

If Route Shipping Insurance was added to your cart prior to placing the order, once the order is completed, you'll receive a confirmation email from "noreply@route.com via sendgrid.net". The subject line "Your HEMPER Shipment is Secure With Route". In this email, you have the ability to file a claim and locate your Route Order ID# !


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