If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our Distribution Center (4031 N. Pecos Rd. Suite 100 Las Vegas, NV 89115) in accordance with the following Return Policy:
Additional notes: Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Hemper will not issue store credit for your returns. Once your return is fully processed, we will issue you store credit in the form of a Account Credit for use on a future purchase. Store Credit never expires, and is redeemable right away!
Helpful Hint: if returning by mail, we suggest using USPS flat rate shipping (ONLY IF UNDER 1LB) for convenience (you can find information on flat rate shipping via USPS.com or by clickinghere). You will be responsible for covering shipping costs to return items and shipping charges must be prepaid.
RESERVED RIGHTS REGARDING RETURNS
Hemper reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
Similarly, Hemper reserves the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above. Non-Hemper items sent to our Distribution Center will be discarded upon receipt.
RETURNED TO SENDER & REFUSED PACKAGES
This can happen if 1) an address is invalid or missing information 2) the carrier is unable to deliver your package 3) the order is refused by the customer at the time of delivery. Returned to sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.
Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Hemper does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Upon delivery of your order, please thoroughly check the items you received. Since glass is fragile and a lot can happen on its way to you, we offer Route Insurance at minimal cost – just in case. Route Shipping Insurance is required for all replacement claims and the claim has to be issued within 48 hours of delivery. 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. Filing a claim with Route is easy! Follow the link provided in the confirmation email sent firstname.lastname@example.org. Blemishes to products will not be considered as part of a damaged item. All refunds and replacements will be at the discretion of customer support.
If you DO NOT have route, you have 48hrs to reach out ( Contact@hemper.co ) and we are to issue Store Credit in the amount of the broken item. When you reach out you must have pictures of the broken/damaged item(s).
INCORRECT OR MISSING ITEMS
Upon delivery of your order, please thoroughly check the items you received. If there are items from your order that are incorrect or missing, we ask that you please provide us with pictures of the following within 48 hours of delivery:
To help expedite the process please include the photos in your initial email email@example.com.