We're sorry to hear that your equipment requires an exchange, or return. Although, we've tried to make this process as easy as possible at at no expense to you, our valued client.
To generate a return label, kindly follow either option(s):
A.) Fill out the form online, print the label and place it on the original box of your modem. Once done, you may drop it off at any Canada Post location within Canada.
- Your Billing Account Number will be required, this may be found on any invoice known as a "BAN".
-> CLICK HERE FOR EQUIPMENT RETURNS
B.) Visit a Canada Post locaiton in person, advise you require a return and they will complete the process in-person.
They may require you to show them this step by step to help assist with the process.
- Your Billing Account Number will be required, this may be found on any invoice known as a "BAN".
-> PR NUMBER FOR EQUIPMENT RETURNS - PR311829
We allow you 30 day(s) for the equipment to arrive back to us before we bill or refuse the shipment from the cancellation date, unless an exception has been applied and noted on your file. This should allow plenty time for the equipment to arrive within one of our Warehouse locations.
Kindly note, a $25 modem restocking fee applies to customer owned and purchased equipment, unless the unit is being exchanged within the warranty period of either 90 day(s) for refurbished or 365 day(s) for new equipment. Modem security deposits are returned within 7 business day(s) from the modem being returned to our warehouse. This allows time for testing the equipment to ensure the state of the equipment is in good, working condition for the next subscriber. Security Deposits may not be refunded if the device is not in good, working condition. This includes cosmestic damange and/or missing cables from when the device was provided to you.
For more information, including our Returns and Cancellation Policy, please click here.
For terms and conditions, please click here.
If you require any further assistance, please do not hesitate to contact our team by calling 1 (800) 396-1023 option 3, or by e-mailing [email protected].
Our team is happy to help, as always!
Thank you
