Refund policy

We want you to be completely satisfied with your purchase. If something isn't right, our return process is straightforward and hassle-free.

Order Cancellation

Changed your mind right after checking out? You can cancel your order within 1 hour of placing it, directly from your order confirmation or your account's order page, for a full refund to your original payment method. After that window, contact us as soon as possible: if your order has not shipped yet, we will cancel and refund it in full. Once an order has shipped, it can no longer be cancelled, but it is fully covered by the return policy below.

Return Window

You have 90 days from the date of delivery to return most items purchased from ModemGuides.com. The item you send back must be the same unit we shipped to you, returned in its original packaging with all included accessories, cables, and documentation.

Return Eligibility

To be eligible for a return, items must meet the following conditions:

• The item is within the 90-day return window
• The item is in its original, undamaged packaging
• All accessories, cables, manuals, and included materials are present
• The item is not damaged due to misuse, neglect, or unauthorized modification

How to Start a Return

To initiate a return, please contact us with your order number and the reason for your return, or email support@modemguides.com. We'll provide you with a prepaid return shipping label and instructions on where to send the item.

Return Processing

Returns are received and inspected at our returns facility. Once your return has been processed, you can expect your refund to be issued within 3-5 business days.

Refunds

Refunds are issued to the original payment method used at checkout. Depending on your bank or credit card provider, it may take an additional 3-5 business days for the refund to appear on your statement after it has been issued on our end. You will receive an email confirmation once your refund has been processed.

Exchanges

If you need a different product, we recommend returning the original item for a refund and placing a new order. This is the fastest way to get the right product to you.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or isn't what you ordered, please contact us as soon as possible. We'll arrange a return at no cost to you and issue a full refund or replacement promptly.

Activation Guarantee

Every modem and modem/router combo we sell is backed by our activation guarantee. If your device will not activate with your internet service provider, contact us and we'll help you troubleshoot. If the device still can't be activated, we'll cover return shipping and issue a full refund or replacement. Before ordering, our compatibility guides and chat can help you confirm the device is approved for your ISP and speed tier.

Previously Activated Devices

If you activated your device with your ISP and later decide to return it within the return window, please remove the device from your ISP account before sending it back. This is usually a quick step in your provider's app or account portal, or a short support call. Releasing the device keeps your return fully eligible under this policy. If you're not sure how, contact us and we'll walk you through it for your provider.

Return Shipping

For standard returns, a prepaid shipping label will be provided. For items that arrive damaged, defective, or incorrect, return shipping is fully covered at no charge. In some cases, the cost of return shipping may be deducted from the refund for non-defective returns.