Need Help Replacing Broken Modem/Router with Xfinity NOW

I am currently having trouble with finding out how to exchange my broken Modem/Router with Xfinity NOW. I just went into an Xfinity store and they told me to go online and fill out some form or something to receive a new one in the mail. The chat bot isn't able to help me accomplish this, and I've already tried calling the 1-800-XFINITY number but it tells me to go ask the chatbot. Can someone direct me on where to look and I would love to be able to talk to an agent about this. 

Thanks.