Moving soon? Contact us before you move. We’ll explain what to do with your equipment. Read Moving your Rogers services for more details.

1. You’ll receive an email with a Canada Post waybill within 8 hours of your required service date. If you don’t see it, check your Spam or Junk folder.
2. If you still haven't received it after 8 hours, you can create a FedEx return label using a desktop computer. Mobile devices don't support label creation right now.
3. Before you pack anything, make sure you’re returning your old equipment, not the new equipment you just received.

• Some equipment (like TV set‑top boxes and modems) can look identical. To avoid an Unreturned Equipment charge, double check that you're packing the old equipment.
• Include the old equipment, any power cords, and your remote (if applicable) in any box. If you’re using an existing box, remove or cover any old labels or barcodes so the correct code gets scanned.
• Canada Post: Print and attach the waybill to the box or show the QR code at the post office.
• FedEx: If you create a FedEx label, follow the instructions provided during label creation.
• You'll need to return your old equipment with 15 days.
• Credits can take up to 2 bills to appear on your bill.

1. A Rogers Customer Service Specialist will tell you if your equipment should be recycled.
2. You won’t get a waybill for recycling
3. Take your equipment to a local e-waste facility. Check your town’s website for drop-off locations. You can also find other places to recycle on our partner site. Visit EPRA for local recycling info.

Moving soon? Contact us before you move. We’ll explain what to do with your equipment. Read Moving your Rogers services for more details.

Some items can be recycled. Check the lists on this page or visit EPRA for local recycling info.

1. Contact us to get approval for your return.

2. Create your FedEx return label: You’ll need to use a desktop computer to create your FedEx label. Mobile devices don't support label creation right now.

• Print-at-home label: Select the link in your email to print the shipping label. Tape it to the front of your box and drop it off at any FedEx location or Drop Box within 15 days.
• Label-free return: If you don’t have a printer, show the QR code from your email at any FedEx outlet. They’ll scan it and take care of the rest.

3. Before you pack anything, make sure you’re returning your old equipment, not the new equipment you just received.

• Some equipment (like TV set-top boxes and modems) can look identical. To avoid an Unreturned Equipment charge, double check that you’re packing the old equipment.
• Use any available box to pack your old equipment, remote, and power cables. If you’re reusing a box, remove or cover any old labels or barcodes so the correct code gets scanned.

Keep your tracking number until FedEx confirms delivery. Credits can take up to 2 bills to appear.

1. A Rogers Customer Service Specialist will tell you if your equipment should be recycled.
2. You won’t get a waybill for recycling
3. Take your equipment to a local e-waste facility. Check your town’s website for drop-off locations. You can also find other places to recycle on our partner site. Visit EPRA for local recycling info.

Moving soon? Contact us before you move. We’ll explain what to do with your equipment. Read Moving your Rogers services for more details.

Return timelines depend on how you got your 5G Home Internet Gateway.  

• Purchased and picked up in-store: Return within 30 days of purchase to original retail location. 
• Purchased online or by phone: Return within 30 days of shipment of the device.  

To be eligible for return or exchange, your device must: 

• Have no physical or moisture damage. 
• Include a power supply and sim tray for the device.  

If you financed the device and have a remaining balance, it will be waived once we receive your gateway. We’ll send you instructions and a prepaid Purolator return label. Return it within 15 days to avoid charges. 

If you financed the device and you’re keeping the gateway, you’ll need to pay the remaining balance. 

If you’re renting the gateway, we’ll send a prepaid Purolator label. Return it within 30 days to avoid charges. 

If you own the device, no return is needed. 

If you ordered online, by phone or at a retail location and had the device shipped to you: 

1. Call 1-877-224-9832 to confirm eligibility. 
2. Make sure the gateway meets the return conditions. 
3. If eligible, ship back within 30 days of your call. 

If you purchased and picked up in-store: 

• Visit the same Rogers store where you got the gateway. 
• Bring your original receipt and documentation. 
• Ensure the gateway meets the return conditions. 

5G Home Internet Gateway 

Steps to return with Purolator: 

1. Contact us to get approval for your return. 
2. Pack the gateway and power cable in any box and tape the prepaid Purolator label to the outside. If you’re using a recycled box, remove or cover any previous labels or bar codes so the correct code will get scanned. 
3. Record the tracking number and track it at purolator.com. 
4. Drop it off at a Purolator depot or drop box. For locations, visit purolator.com or call 1-888-744-7123. 

Rogers Xfinity set-top box: 

1. You’ll receive an email with a Canada Post waybill within 8 hours of your required service date. If you don’t see it, check your Spam or Junk folder.
2. If it’s still missing after 8 hours, you can create a FedEx return label using a desktop computer. Mobile devices don't support label creation right now.
3. Pack your set-top box, remote and power cable in any box. If you’re reusing a box, just remove or cover any old labels or barcodes so the correct code gets scanned.

• Canada Post: Print and attach the waybill to the box or show the QR code at the post office.
• FedEx: If you create a FedEx label, follow the instructions provided during label creation.
• Credits can take up to 2 billing cycles to appear on your bill.

• If you have accessibility needs, check out our Exchange and Returns Policy on the Accessibility Services page.
• If you aren’t satisfied with your Rogers device or accessory, you can return (or exchange) it, provided you meet the following return criteria:

• Purchased and picked up in-store: Return within 15 days of purchase to original retail location. 
• Purchased online or by phone: Return within 15 days of shipment of the device.  

Return condition:

• Product is in its original condition with all accessories.
• Must not have any physical or moisture damage.
• Device passwords and locks are removed.

Note: headsets/earpieces and used SIM cards are not refundable.

Follow these instructions to return or exchange your purchase.

1. Make sure you’ve done a master reset on the device and removed any device-specific locks using these helpful links: 

• Apple Find my iPhone lock 
• More info on how to unlock your iPhone here. 
• Android Google Account lock 

2. Place the device and any included accessories and manuals into the original or comparable box, including bubble wrap or newspaper to protect the contents. 

3. Call 1 888-764-3771 to receive your Purolator shipping label by email. Print the label and tape it securely to the outside of your package.

• If you don’t have a printer, you can show your QR code to a Purolator employee at the drop-off location, and they’ll print the label for you. 

4. Record the tracking number from the Return shipping label. You can track your package at www.purolator.com. 

5. Drop off the package at the nearest Purolator depot or drop box. Visit www.purolator.com for locations nearest you or call Purolator at 1 888 744-7123. 

Once we receive your returned device, we’ll review it and process your return or exchange within 4 weeks.

If your return or exchange is approved, we’ll adjust your account charges accordingly.

If your return or exchange is not approved, we’ll send the device back to you and no credits or adjustments will be applied to your account.

A return may be declined if the device:

• Is damaged,
• Is not covered under the manufacturer’s warranty, or
• Has a hardware lock that Rogers could not remove.

In these cases, you’ll be charged the applicable device fees (plus taxes), and the device will be returned to you.

Follow these instructions to exchange a defective device.

• Ensure the device meets the return criteria stated above.
• Call 1-855-381-7835 to speak with a Technical Support rep.
• Ship the defective product back to us within 10 days of contacting us.

Note: If you’re past the exchange period, you will require additional support. Contact us to discuss your options.