I was going to ship it to them to have the insert replaced. But since only my insert was broken, they said they could just send me a new insert (which is what they would do anyway, even if I did ship it). I asked if they could send a pipe insert, and they said they no longer send them out.Did you ask them to replace the insert or just send you a different one? My understanding was they would change the insert if you shipped it to them, they would keep the one being replaced and would ship it back to you with the new insert. Only cost was shipping.
I suppose it's possible they might have given me the pipe insert if I had shipped it to them, but I don't really see why that would make a difference.