How to Return ISP Equipment Safely

Step by step

1. 1 min

   Catalog all hardware components

   Gather the modem or gateway, power adapter, and any included Ethernet or coaxial cables. ISPs bill for individual missing components; ensure every peripheral shipped with the original unit is included in your return package.

   Note: Take a high-resolution photograph of the equipment and the serial number label before packing.
2. 2 min

   Request a return authorization

   Log in to your ISP customer portal or call the support line to notify them of the return. Ensure you receive an official Return Merchandise Authorization (RMA) number or a prepaid shipping label generated directly by the provider.

   Note: If returning in-store, print or save the digital return confirmation receipt immediately.
3. 3 min

   Secure the hardware for transit

   Place the hardware in a sturdy, double-walled cardboard box. Surround the device with at least two inches of bubble wrap or packing peanuts on all sides to prevent movement and impact damage during shipping.

   Note: Avoid using thin retail product boxes as the sole shipping container.
4. 2 min

   Seal and label the package

   Use pressure-sensitive packing tape to seal all seams of the box in an H-pattern. Affix the prepaid shipping label to the largest side of the box, ensuring it is flat and unobstructed by tape.

   Note: Remove or obscure any old shipping labels from the box to prevent routing errors.
5. 1 min

   Log the tracking information

   Drop the package at the designated courier location and request a physical drop-off receipt. This receipt serves as your only proof of return should the package be lost in transit by the carrier.

   Note: Retain this receipt for at least 60 days or until the ISP confirms receipt via email.