If you are having issues or questions about the operation of your Stündenglass, or if you receive your package containing a damaged item, please provide a picture or short video of the issue and email directly to customerservice@stundenglass.com, include your serial number and order number or proof of purchase if not bought directly from our website. Note: Your product must be registered within 30 days of purchase to receive support and proof of purchase must be attached to the registration. Glass items are not covered under warranty unless broken in transit.

Contact details:
Phone: +1-800-993-4503
Email: customerservice@stundenglass.com
Address: Stündenglass Technologies, LLC, 1123 Locust St #166 St Louis, MO 63101

If you are unable to find the part you are looking for please contact us.

Contact details:
Phone: +1-800-993-4503
Email: customerservice@stundenglass.com
Address: Stündenglass Technologies, LLC, 1123 Locust St #166 St Louis, MO 63101

All orders take approximately 3-5 business days to process. The shipping option you chose at checkout begins once your package leaves our warehouse. Please understand that carriers are experiencing delays and we cannot request a refund for shipping fees. Once your order has shipped from our warehouse, you will receive an email with tracking information. If you cannot locate this email, please check your spam or junk folders. Adding us to your contact list ensures receipt of all Stündenglass emails

For security purposes, we cannot change shipping addresses or modify orders once they have been submitted. If you placed your order within the last 12 hours, we may be able to cancel the order. Please submit a request using the contact us form.

Please visit this page and click Get Started to enter your serial number. When registering your product, if you receive an error, please try using a lower-case letter as your first character. If you still have an issue, please email customerservice@stundenglass.com with a picture of the authentication sticker on the back of the box and matching serial number etched onto the body. For security purposes, please note that we are not able to register the product for you.

All authentic Stündenglass unit boxes have a sticker with a scratch-off authentication code on the back of the box, along with the serial number. The same serial number is etched into the body of the unit. These numbers are used to validate and to register your unit at https://stundenglass.com/register. Items lacking these numbers were not produced by us. If the serial number you are trying to enter cannot be registered, you may own a counterfeit unit. Please contact us if you believe this to be incorrect.

By only using genuine Stündenglass parts, you are ensuring that your machine continues to work as intended and that your warranty remains intact.

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action, no donation required.

Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.  

In both cases, the Route Premium cost will not be refunded. 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered. 
• Please note, some order issues may require a police report to be filed.

Stuck In Transit (Lost)

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

All of Route’s policies are listed here

Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here.

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.

No, rewards points cannot be combined with any additional discount.

Yes. The points will expire after 12 months of inactivity.

It's simple! Just create an account, and you'll automatically receive 30 points!

When you create an account, you'll automatically get 30 points. Plus, you'll earn points for every purchase and completing special actions.

You’ll receive points for each of these actions: Following us on Facebook, Instagram or Twitter; creating an account, and leaving a review after making a purchase.

Following us on each social channel is only rewarded once. However, we always appreciate interacting with the Stündenglass community regularly!

Simply fill out the Refer a Friend form on our rewards page! Your friend will receive an email with a $100 coupon, and you'll be rewarded with 1000 points($100 value) for every successful referral.

You earn points for every dollar spent (100 points = $10). Please note, taxes, shipping fees, and additional costs are excluded.

The points will be automatically added to your account when your order status is fulfilled. In addition, if you add your date of birth, we’ll give you 100 bonus points on your birthday each year!

It’s easy! Just select the amount of points ($10=100 points) you would like to apply at checkout. Please also refer to our “How to use your points” section for more info.

No, we've recently updated the VIP tiers program to lifetime. This means your tier status and benefits will remain unchanged even without making a purchase.

Absolutely! As a diamond tier VIP, you'll enjoy a 2x multiplier on earned points, receive 300 birthday points, 300 extra points upon entry and gain exclusive access to VIP promotions and product launches!