Refund policy

Last updated: September 26, 2026

We want you to be happy with your purchase. If something is not right, here is how returns, refunds, the warranty, and the activation guarantee work at ModemGuides.

At a Glance

  • 30-day returns from the date of delivery
  • 90-day full-coverage warranty on every device we sell
  • Activation guarantee on supported modem models
  • US-based support by email at support@modemguides.com, Monday through Friday

Order Cancellation

You can cancel an order within 1 hour of placing it, directly from your order confirmation email or your account's Orders 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, we will cancel and refund it in full. Once an order has shipped, it can no longer be cancelled, but it is covered by the return policy below.

Return Window

You have 30 days from the date of delivery to return an item purchased from ModemGuides.com. The item you send back must be the same unit we shipped to you, with all included accessories, cables, and documentation.

Return Eligibility

To qualify for a full refund, a returned item must meet the following conditions:

  • The return is requested within 30 days of delivery
  • The item is the same device we shipped, identified by its serial number and MAC address
  • All accessories, cables, and included materials are present
  • The item arrives in the same cosmetic and working condition it was received in
  • The item has not been damaged by misuse, neglect, or unauthorized modification
  • If the device was activated with your provider, it has been removed from your provider account (see Previously Activated Devices below)

Returns that do not meet these conditions may be refused or refunded at a reduced amount.

How to Start a Return

Log in to your account, open the order on your Orders page, and request the return there, or email support@modemguides.com with your order number and the reason for the return. We will reply with return instructions and the address to ship to. Please wait for those instructions before sending anything back; items shipped without them may be delayed or cannot be matched to your order.

Return Shipping

If an item arrives damaged, defective, or is not what you ordered, or if it falls under the activation guarantee, return shipping is covered by us. For other returns, the cost of return shipping may be deducted from your refund. Your return instructions will include the specifics for your order.

Refunds

Returns are received and inspected at our returns facility. Please allow up to 15 days after we receive your return for the refund to be issued. Refunds go to the original payment method used at checkout, and depending on your bank or card issuer it may take an additional 3 to 5 business days to appear on your statement. You will receive an email confirmation once your refund has been processed.

Exchanges

If you need a different product, the fastest option is to return the original item for a refund and place a new order. This gets the right device to you sooner than waiting on an exchange.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or is not what you ordered, contact us as soon as possible, with a photo if you have one. We will arrange the return at no cost to you and send a replacement or issue a full refund promptly. We know staying connected is time sensitive, so replacements are prioritized.

90-Day Warranty

Every device sold by ModemGuides is covered by a 90-day full-coverage warranty starting on the date of delivery. If your device develops a defect or stops working within that period, email support@modemguides.com with your order number and a short description of the problem. We will run through a few quick checks with you, and if the device is at fault we will replace it or issue a refund. In most cases we send a replacement rather than asking you to wait on a repair.

The warranty covers defects and failures of the device itself. It does not cover damage from misuse, power surges, water, or unauthorized modification, and it does not cover compatibility with a provider; that is handled by the activation guarantee and the return policy above.

Activation Guarantee

Modems and modem router combos listed as compatible with your internet provider are guaranteed to activate with that provider. If your device will not activate, contact us and we will help you troubleshoot. If it still cannot be activated, we will cover return shipping and issue a full refund or replacement. The guarantee applies to supported modem models sold by ModemGuides and to the providers named on the product page. Before ordering, our provider collections and compatibility guides can help you confirm a device is approved for your provider and speed tier.

Previously Activated Devices

If you activated your device with your provider and later decide to return it within the return window, please remove the device from your provider 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 are not sure how, contact us and we will walk you through it for your provider.

Items Purchased Through Amazon Links

Some listings on ModemGuides.com link to products sold on Amazon. Those items are sold and fulfilled by Amazon or the listed seller, and their return, refund, and warranty terms apply. This policy covers items sold directly by ModemGuides.

Questions?

If you have any questions about returns, cancellations, refunds, or the warranty, reach out through our Contact page or email support@modemguides.com. We are happy to help.