How to Return ISP Equipment Safely

Follow this guide to securely return your ISP modem, router, or gateway. Avoid non-return fees with proper documentation and shipping procedures.

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.