Oh, so you're looking to return some Verizon Business equipment? You've come to the right place! Returning equipment might seem like a daunting task, but with a clear, step-by-step guide, you'll have it sorted in no time. Let's make sure you avoid any unnecessary charges and get that equipment back to where it belongs.
Understanding Verizon Business Equipment Returns: Why It Matters
Before we dive into the "how-to," let's quickly understand why returning your Verizon Business equipment correctly is so important. Unreturned equipment can lead to significant unreturned equipment charges on your bill. These fees can add up quickly, so following the proper procedure saves you money and hassle in the long run. Whether you've upgraded your service, downgraded, or simply disconnected, ensuring all Verizon-owned equipment is returned is crucial.
Step 1: Identify Your Equipment and Determine Return Eligibility
Okay, first things first! Do you know exactly what equipment you need to return? This is often where confusion begins. Verizon provides various types of equipment for its business services, including:
Fios Internet and TV equipment: This usually includes routers, set-top boxes (STBs), Digital Adapters (DAs), and potentially Fiber Service Units (FSUs).
5G Home and LTE Home Internet equipment: Primarily involves Internet Gateways and Wi-Fi Extenders.
Mobile devices and accessories: Phones, tablets, hotspots, chargers, etc.
Sub-heading: What's Verizon-Owned vs. What You Own? It's vital to distinguish between equipment Verizon owns and equipment you might have purchased outright. Generally, most routers, set-top boxes, and network-specific devices provided by Verizon for your service are leased and must be returned. However, some devices, especially certain Internet Gateways for 5G/LTE Home Internet, might be purchased and thus do not need to be returned. Always check your original agreement or contact Verizon Business Support if you're unsure about ownership.
Sub-heading: The 30-Day Rule for Mobile Devices For wireless devices and accessories purchased directly from Verizon (online, by phone, or in a Verizon store), you generally have 30 days from the purchase date to return or exchange them. Keep in mind that a restocking fee of $50 (plus applicable taxes, excluding Hawaii) may apply to mobile device returns. If you purchased from an Authorized Retailer (like Best Buy), you must return it to that specific retailer and adhere to their return policy.
Step 2: Initiate the Return Process with Verizon Business
Now that you have a clear idea of what needs to go back, it's time to tell Verizon you're returning it!
Sub-heading: Contacting Verizon Business Customer Service This is often the most critical step, especially for Fios and Home Internet equipment. You must contact Verizon Business to initiate the return process. Do not simply show up at a UPS Store without this first step. You can reach Verizon Business Customer Service through these numbers:
For Fios Internet and TV (Wireline): 1-800-837-4966 (Mon–Fri 8:30 AM–6 PM EST)
For Wireless (Mobile devices, LTE/5G Home Internet): 1-800-922-0204 (Mon–Fri 8 AM–8 PM EST, Sat 8 AM–5 PM EST)
Verizon Enterprise Center (for larger businesses): 1-800-569-8799 (Mon–Fri 9 AM–6 PM ET for US/Canada)
When you call, explain that you need to return equipment. They will guide you through the next steps and provide instructions, often confirming which items need to be returned based on your account.
Sub-heading: Online Return Options (for Mobile Devices and Some Home Internet) For some wireless equipment, you might be able to initiate a return online through your My Verizon Business account.
Sign in to your My Verizon Business account.
Navigate to your Orders page.
Find the relevant order and select "View details."
Look for an option to "Return or exchange" and follow the prompts to select the items you wish to return.
This process may allow you to print a prepaid shipping label if applicable.
Important Note: While the My Verizon portal works well for mobile devices, Fios and Home Internet equipment often require direct contact with customer service to ensure proper tracking and avoid unreturned equipment charges.
Step 3: Prepare Your Equipment for Return
Proper preparation ensures a smooth return and helps avoid issues with damaged or missing items.
Sub-heading: Erase Personal Data from Devices If you're returning a mobile device (smartphone, tablet, hotspot), it's absolutely critical to wipe all personal data from it and restore it to factory default settings.
For Apple devices: Make sure "Find My iPhone" is turned OFF.
For Android devices: Toggle off "Find My Device" from the Settings app.
Neglecting this step can lead to privacy risks and may delay your return processing.
Sub-heading: Gather All Components and Original Packaging Verizon requires that you return all merchandise in like-new condition and with all original components. This typically includes:
The main device (router, set-top box, phone, etc.)
Power adapters/chargers
Cables (Ethernet, coaxial, HDMI, etc.)
Batteries (if applicable)
Instruction manuals and any other accessories that came in the original box.
Whenever possible, use the original box and shipping carton. If you no longer have the original box, use a sturdy box that will protect the equipment during transit.
Sub-heading: Locate Your Receipt (If Applicable) While not always strictly required for leased equipment returns (as Verizon tracks it by serial number), having your original receipt can be helpful, especially for mobile device returns or exchanges. It's always a good practice to keep a copy of your receipt for your records.
Step 4: Shipping Your Equipment Back to Verizon
This is where the physical return happens. Verizon offers a few methods for returning equipment.
Sub-heading: The UPS Store Drop-Off (Common for Fios & Home Internet) For Fios and Home Internet equipment, Verizon often utilizes The UPS Store for convenient returns. This is often the easiest and most recommended method for these types of equipment.
Do not box up the equipment yourself if using this method.
Take all your Verizon Fios or Home Internet equipment (router, set-top boxes, etc.) directly to your nearest UPS Store.
Inform the UPS Store associate that you are returning Verizon equipment.
They will scan the equipment's serial numbers, package it for you, and ship it back to Verizon.
Crucially, ensure you get and keep the return receipt from The UPS Store. This receipt is your proof of return and contains tracking information, which is essential if any issues arise.
Sub-heading: Using a Prepaid Shipping Label (Common for Mobile Devices) If you initiated your return online or if Verizon sent you a return kit, you will likely have a prepaid shipping label.
Securely package all the required equipment (as per Step 3) in a sturdy box, preferably the original packaging.
Affix the prepaid shipping label to the outside of the box, ensuring any old labels are completely covered or removed.
Keep a copy of the shipping label and the tracking number for your records. This is your lifeline if the package goes missing or there's a dispute.
Drop off the package at a UPS location or designated drop-off point (as indicated on the label).
Sub-heading: What if I Don't Have a Label or Return Kit? If you misplaced your shipping label or didn't receive a return kit:
For mobile devices: Try logging into your My Verizon Business account, go to "Orders," find the relevant order, and see if you can print a new return label.
For Fios/Home Internet: Contact Verizon Business Customer Service (numbers listed in Step 2). They will advise you on how to proceed, which often involves taking the equipment to a UPS Store as described above. Do not attempt to send it to a general Verizon address without specific instructions and a tracking method.
Step 5: Confirm Your Return and Monitor Your Account
Your job isn't over once the equipment is shipped!
Sub-heading: Keep Your Tracking Information Safe Whether you received a UPS Store receipt or a shipping label with a tracking number, keep this information in a safe and accessible place. It's your official record that you returned the equipment.
Sub-heading: Monitor Your Verizon Business Account After a few days to a week, check your Verizon Business account for updates.
Look for a confirmation email from Verizon acknowledging receipt of the equipment.
Check your bill for the next 1-2 billing cycles to ensure that no unreturned equipment charges appear.
If you returned a mobile device for a refund, monitor your credit card or bank statement for the refund. Refunds can take up to 3 weeks for credit card purchases and up to 7 weeks for cash/check purchases.
Sub-heading: What to Do if You See Charges or Issues If you receive a bill with an unreturned equipment charge, or if your refund isn't processed within the expected timeframe, immediately contact Verizon Business Customer Service. Have your return receipt or tracking number ready. This documentation will be invaluable in resolving any discrepancies. Be persistent and polite, and escalate to a supervisor if necessary.
10 Related FAQ Questions
How to check if my Verizon Business equipment needs to be returned?
You can verify if your equipment needs to be returned by checking your original service agreement, reviewing your My Verizon Business account, or, most reliably, by contacting Verizon Business Customer Service directly with your account details.
How to wipe data from my Verizon Business mobile device before returning it?
For Apple devices, go to Settings > General > Transfer or Reset iPhone > Erase All Content and Settings, and ensure "Find My iPhone" is turned off. For Android devices, go to Settings > System > Reset options > Erase all data (factory reset), and toggle off "Find My Device."
How to get a prepaid shipping label for Verizon Business equipment returns?
For mobile devices, you can often print a prepaid label through your My Verizon Business account under "Orders." For Fios or Home Internet equipment, Verizon often uses the UPS Store drop-off method where they handle the labeling, or they may send you a return kit with a label after you contact customer service.
How to find the nearest UPS Store for Verizon Business equipment returns?
You can use the UPS Store locator tool on the UPS website (
How to get a return receipt when dropping off equipment at The UPS Store?
After the UPS Store scans your Verizon equipment, they will provide you with a printed receipt that confirms the return and includes tracking information. Always ask for and keep this receipt.
How to avoid unreturned equipment charges from Verizon Business?
To avoid unreturned equipment charges, ensure you contact Verizon Business to initiate the return, return all leased equipment within the specified timeframe (usually 30 days after service disconnection), and obtain and keep proof of return (like a UPS Store receipt or shipping label tracking number).
How to return a Verizon Business mobile device purchased from an Authorized Retailer?
If you purchased your mobile device from a Verizon Authorized Retailer (e.g., Best Buy, Target, etc.), you must return the device to that specific retailer, following their individual return policy. Verizon corporate stores generally do not accept returns for devices bought elsewhere.
How to track my Verizon Business equipment return?
Use the tracking number provided on your UPS Store receipt or prepaid shipping label on the UPS website to monitor the delivery status of your returned equipment.
How to dispute an unreturned equipment charge on my Verizon Business bill?
If you receive an unreturned equipment charge, immediately contact Verizon Business Customer Service with your return receipt or tracking number as proof of return. Be prepared to provide the tracking number, date of return, and the items returned.
How to ensure my Verizon Business service is canceled after returning equipment?
Returning equipment does not automatically cancel your service. You must separately contact Verizon Business Customer Service to formally disconnect or cancel your service to avoid ongoing charges.