Staying On Track

COVID-19 Update and FAQs

5 MIN
5
HMR Team
April 17, 2020

To Our HMR Community:


With the spread of the Coronavirus (COVID-19), it is our goal to provide you with information and support as the situation evolves. And while we can’t predict the course or longevity of the virus, we are taking your health and wellness seriously throughout our business practices – from the supply chain of HMR foods to the services and support we offer our program members. There is no higher priority for us than the health and safety of our community and team. We’re in this with you.

We have compiled and responded to FAQs with the most current information and resources available below. We will continue to monitor the situation and update this page as developments occur, so please check back as needed. And as always, do not hesitate to contact us directly at 800-418-1367, M-F from 9 am–6 pm ET, or by email at customerservice@hmrboston.com. Stay safe and be well!

 

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What We’re Doing to Help You Stay on Track During This Challenging Time


Tune in for Live Weekly Support Sessions on Facebook! During the Coronavirus crisis, we will host a weekly live accountability and support session in the HMR Diet Community Support Group, as a way to stay connected and on track during this challenging time.

The group will focus on problem-solving challenges and setting goals, as well as providing an opportunity to share strategies and recipes with others in the HMR community.

HMR’s coach-moderated private Facebook Group, the HMR Diet Community Support Group, is a community for program members. HMR Health Coaches are also actively engaged in the group and available to answer questions from members and share resources that help support them on the diet and beyond.

Not a member of our private HMR Diet Community Support group on Facebook, yet? Click here to join.

Would you like to get reminders about the live weekly accountability and support sessions we’ll be offering? Click here to RSVP for reminders. (You will also be able to access a recording of the session after the live session, if you’re unable to make the live event.)

In these uncertain and isolated times, we want to support you to take care of YOU. Stay on track with your weight and health by connecting with an encouraging community that is behind you every step of the way.


You May Be Wondering…

My food order is delayed - when can I expect it?
If you’ve placed an order for HMR foods with us recently we want you to know that our distribution and customer service teams are working hard to fulfill all orders as quickly as possible. As we contend with high order volumes due to COVID-19 concerns, and our shipping partners navigate potential service interruptions, you may experience a delay beyond our normal expected delivery timelines. We’ll notify you via email as soon as your order ships and include a UPS tracking link so you can follow the progress of your delivery. You can also track your order from our website by viewing your Order Details.


What should I do if I haven’t received my order, but my order status is “Delivered?”
If your tracking information indicates that your order has been delivered, but you have not received it, please contact your local UPS pickup/drop-off location to see if they have held your HMR order. You may also call us at 1-800-418-1367, Monday through Friday, 9 a.m. – 6 p.m. ET with any questions.


What is HMR doing to make sure I don’t run out of food?
We are actively working with our food manufacturer and distribution center to ensure we can meet the needs of all of our customers.


Will my orders continue to be delivered?
We’d like to reassure you that our shipping partner, UPS, has been designated “critical infrastructure” and will continue to pick up and deliver your orders, even in restricted areas, except where limited by government constraints. UPS continues to follow the guidance of The World Health Organization (WHO) and U.S. Centers for Disease Control and Prevention (CDC), who, per the UPS website “have stated that the likelihood of novel Coronavirus contaminating cardboard or other shipping containers is low.” You can learn more on the UPS website, and we will continue to monitor the situation and communicate updates in real time in these FAQs and on HMR's Facebook page.


How do I get my HMR Food?

  • In-Person Participants
    We are doing everything we can to provide inventory to all of our in-person clinics. Your local HMR Programs should continue to be a primary source of supply for your HMR foods (be sure to check for clinic hours and pick-up schedule). If you’re unable to go into the clinic, call them. They can help you to arrange to have the foods shipped to your home.
  • At-Home Participants
    Phone-coaching participants and those doing the program on their own can continue to place orders through your account on HMR’s website. As a reminder, you can always adjust your upcoming orders to add, substitute or subtract items, as needed.


Is there an alternative to attending class since in-person classes have been cancelled? And how do I get my HMR Food?
Local HMR Programs are developing plans to support their program participants at this time – everything from offering phone-based classes to food pick-up schedules. Since every region has different mandates in place, you should contact your local HMR Program for specific guidance.


What do I do if I call into my phone group and get a busy signal?
Phone carriers are experiencing record call volume. If you have difficulty connecting to the conference line, please hang up, wait 30 seconds, dial back in, and enter the access code.


I was disconnected from my phone group call – what should I do?
If you’ve been disconnected from your phone group, please wait 30 seconds, dial back in, and enter your access code to rejoin the call. If your Health Coach is disconnected from the call but you can still hear other members of your phone group, please stay on the line—your Health Coach will rejoin the call shortly.

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