Shipping & Delivery

ModemGuide’s shipping policies, including how long it will take for orders to ship, shipping carriers offered and much more! If your question wasn’t answered here, we’re hanging out in our customer care center waiting to help out. You can chat with us, or drop us a message and we’ll get back to you as soon as possible!

Shipping Orders

Orders will ship within 1-3 business days of when the completed order is received and payment is processed, unless noted at the time order is placed or if you receive an email notice that an item in your order has been delayed.  Preorders or items that are marked online as “Backorder” will ship at a future date.

Any expected delivery dates that may be given are only estimates. Orders can be delayed due to verification, shipping carrier delays or during peak order seasons such as Black Friday. Orders may be delivered in separate shipments. All purchases through are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon tender of the item to the carrier.


Alaska, Hawaii, and Puerto Rico Shipping Addresses:

  • An additional 14 calendar days will apply

APO addresses (such as Armed Forces addresses overseas):

  • An additional 21 calendar days will apply

Guaranteed Delivery Dates

Guaranteed delivery dates for items shipped in a timely manner from are the responsibilities of the carrier. Please note that these dates do not include dates a package is held requiring a signature for delivery; it is the customer’s responsibility to be there or arrange to have an authorized agent sign.

Estimated Delivery Dates

If a product is labeled as being on “Backorder” or “Pre-order” status, and if an estimated date is available, we will indicate the shipping/back-in-stock date when purchasing your item.  We cannot, however, guarantee the date of arrival listed.

Flat Rate – Expedited:

  • Processing Time: 1-2 Business Days
  • Most orders ship same day
  • Shipping Time: 2-3 Business Days

Free Economy Shipping:

  • Unlocked with orders over $49
  • Processing time: 1-3 Business Days
  • Shipping Time: 2-5 Business Days

Flat Rate – Standard:

  • Processing Time: 1-3 Business Days
  • Shipping Time: 3-5 Business Days

Delivery Address

A complete and correct delivery address is essential. Once your order has been prepared for shipment or has shipped, we are unable to change the shipping address. If a package is returned to us due to an incorrect or incomplete address provided by you (the customer) or your agent, we will contact you immediately for a correction, and the package will be re-shipped at an additional shipping fee. You must include a daytime telephone number for all orders.

Occasionally packages are returned to as undeliverable. When the carrier returns an undeliverable package to, please contact to make arrangements for reshipment.

International orders

Purchases sent to addresses outside the United States may be assessed local taxes, duties, etc. upon arrival. The shipping firm that delivers the package may likewise impose additional brokerage fees or other surcharges as part of the customs and tax process.

UPS Delivery Attempts

UPS makes three attempts to deliver a package. After three delivery attempts, the package will be abandoned.  Once a shipment is abandoned, it cannot be recovered.  If you refuse a shipment or the shipment is abandoned, it cannot be recovered, and will not issue you a refund for your order.

Shipping Fees

Shipping fees are based on the destination, size and weight of your item(s) and include a small fee for insuring the full value of your item(s) against possible theft or damage while in transit. You can calculate your estimated standard shipping fee for any product by adding product to your shopping cart and including basic shipment information, which includes your nation and postal code.

Requesting a Return


  • Please call +1 (888) 663-3664 for assistance with a free expedited replacement for your order. Replacements correct installation issues 90% of the time.


  • Follow the instruction packet that came with your order, or call +1 (888) 663-3664 for assistance.
  • Refunds are issued back onto the original payment method within 3-5 business days of your return arriving back at our warehouse.

Canceling an Order

If you would like to cancel a pending order, you can do so provided that the order has not yet entered the fulfillment process. If the order you want to cancel has already entered the fulfillment process, it cannot be canceled by you or by our customer service department. To cancel an order please call +1 (888) 663-3664 to speak to a customer service associate.  If the order has moved into the fulfillment process and cannot be cancelled, please refer to the “How to return an item” section above.

Track An Existing Order

Wondering where your order’s at? Enter your order information below, or contact us for information on when your modem or router order will likely be delivered.

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.