Thinking about returning your Verizon equipment? Whether you're upgrading, canceling service, or just have a malfunctioning device, it can seem a bit daunting. But don't worry! This comprehensive guide will walk you through every step of the process, ensuring a smooth and hassle-free return. Let's get started, shall we?
How to Return Verizon Equipment: A Step-by-Step Guide
Returning Verizon equipment often depends on the type of equipment and why you're returning it. We'll cover the most common scenarios.
Step 1: Understand Your Return Needs and Verizon's Policy
Before you do anything, it's crucial to understand the specifics of your situation. This will dictate the most efficient way to return your equipment.
Sub-heading: Why are you returning the equipment?
Canceling Service (Fios, 5G Home Internet, LTE Home Internet): If you're disconnecting a service like Fios, 5G Home Internet, or LTE Home Internet, you'll need to return the Verizon-owned equipment (router, receiver, Wi-Fi extenders, etc.) to avoid unreturned equipment fees. You typically have 30 days from the date of disconnection to return the equipment.
30-Day Return & Exchange Period (Wireless Devices & Accessories): Purchased a new phone or accessory and changed your mind? Verizon generally allows returns or exchanges of wireless devices and accessories within 30 days of purchase. Be aware that a restocking fee of $50 (plus applicable taxes) usually applies to wireless device returns/exchanges (except in Hawaii).
Malfunctioning Device Under Warranty: If your device is defective and still under warranty, Verizon will guide you through the process of getting a replacement. This often involves sending the defective unit back.
Trade-in or Early Upgrade: When upgrading or trading in an old device for a new one, Verizon typically provides specific instructions and shipping materials for returning your old device.
Sub-heading: Key Policy Notes to Remember
Proof is Paramount: Always, always, always get a receipt or tracking number when returning equipment. This is your proof of return and can save you significant headaches if there's a dispute about unreturned equipment fees.
Condition Matters: For 30-day returns/exchanges of wireless devices, the merchandise must be in "like-new condition" and accompanied by the original receipt. If items are damaged or require service, Verizon may decline the return or charge you a fee.
Original Box (Preferred, Sometimes Required): For exchanges of wireless devices, returning the merchandise in the original box is generally required. While some anecdotal evidence suggests physical stores might accept returns without the original box for opened items (with a restocking fee), it's always best practice to retain the original packaging and all components (charger, battery, instructions, etc.).
Data Wipe for Mobile Devices: If you're returning a mobile device, transfer all data you wish to retain to another source and restore the device to factory default settings. Turn off "Find My Device" (Android) or "Find My App" (iOS). Once returned, your data cannot be recovered.
Authorized Retailers vs. Verizon Stores: If you purchased your device from a Verizon Authorized Retailer (e.g., Best Buy), you generally must return it to that retailer, as they may have their own return/exchange policies. The exception is often for warranty replacements, which might be handled directly by Verizon.
Step 2: Determine Your Return Method
Verizon offers several convenient ways to return equipment, depending on the type of equipment and your preference.
Sub-heading: Option A: The UPS Store (Recommended for Fios & Home Internet Equipment)
This is often the easiest and most recommended method for returning Verizon Fios, 5G Home Internet, and LTE Home Internet equipment.
Gather Your Equipment: Collect all Verizon-owned equipment: routers, receivers, Wi-Fi extenders, power adapters, and Ethernet cables that came with the equipment.
No Box Needed (Usually!): For Fios and Home Internet equipment, you typically do not need to box up the equipment yourself. The UPS Store handles the packaging.
Visit Your Nearest UPS Store: Find a UPS Store location convenient for you.
Inform the Staff: Tell the UPS Store employee that you are returning Verizon equipment.
Scan and Receipt: The UPS Store will scan the serial numbers of your equipment and process the return. Crucially, ensure you get a receipt for your records. This receipt is your proof of return.
Sub-heading: Option B: Mail-in with a Shipping Label (Common for Mobile Devices)
This method is frequently used for wireless device returns, exchanges, and trade-ins.
Obtain a Shipping Label:
For 30-Day Returns/Exchanges (Mobile Devices): If you purchased online or through customer service, you might be able to print a return label from My Verizon. Go to "My Orders," find your order, and look for a "Return" option. Follow the prompts to print the label.
For Trade-ins: Verizon usually provides specific shipping kits or labels for trade-ins. Refer to your trade-in confirmation or the Verizon Trade-In Tracker for instructions.
If You Lost the Original Label: If you lost the shipping label for a mobile device, you might be able to print a new one online through My Verizon. If not, contact Verizon Customer Service.
Home Internet Equipment: While less common for home internet equipment than UPS Store drop-off, Verizon might provide a shipping label for certain situations. Check your disconnection confirmation or contact customer service.
Prepare Your Equipment:
Mobile Devices: Back up all your data, perform a factory reset, and disable any "Find My Device" features before packaging. Remove SIM cards and any external memory cards.
All Equipment: Gather all original components (chargers, cables, manuals, etc.).
Package Securely:
If Verizon provided a specific return box or kit, use that.
If not, use a sturdy box and adequate packing materials (bubble wrap, packing peanuts) to protect the equipment during transit. Do not just throw it in an unpadded envelope!
Attach the Label: Securely attach the shipping label to the outside of the package.
Ship It: Drop the package off at a UPS, FedEx, or USPS location, depending on the carrier specified on your shipping label.
Get a Tracking Number: Always get a tracking number for your shipment. This allows you to monitor its progress and confirm delivery.
Sub-heading: Option C: Verizon Corporate Store Drop-off (Limited Availability)
While some Verizon stores (specifically corporate-owned stores, not all authorized retailers) may accept equipment returns, it's not always guaranteed, especially for Fios or Home Internet equipment.
Call Ahead: Before making a trip, call your local Verizon corporate store to confirm they accept the specific type of equipment you are returning. Some stores are mobile-only and do not handle home internet equipment.
Bring All Components: Bring the equipment, all its components, and ideally, the original packaging.
Get a Receipt: If they accept the return, ensure you get a physical receipt or confirmation that clearly states what equipment was returned and the date of return.
Step 3: Track Your Return and Confirm Credit
Once you've sent off your equipment, your job isn't quite done.
Monitor Tracking (if applicable): Use the tracking number provided by the shipping carrier to monitor the delivery status of your package.
Check Your Verizon Account/Bill: After the equipment has been delivered, keep a close eye on your Verizon account and upcoming bills.
Look for a confirmation that the equipment was received.
Ensure that any unreturned equipment charges are not applied, or if they were, that they are credited back within a reasonable timeframe (often 30-60 days for processing).
For wireless devices, confirm your refund (minus any restocking fees) has been processed.
Step 4: What to Do if There's a Problem
Sometimes, despite your best efforts, issues can arise.
Sub-heading: Unreturned Equipment Charges Appear
If you see a charge for unreturned equipment on your bill after you've sent it back:
Gather Your Proof: Have your UPS Store receipt, shipping tracking number, or Verizon store return receipt readily available.
Contact Verizon Customer Service: Call Verizon customer service. Explain the situation calmly and provide your proof of return.
Be Persistent: If the initial representative can't resolve it, ask to speak to a supervisor. Many customers have reported successfully resolving these issues with proof and persistence.
Consider an FCC Complaint (as a last resort): If Verizon is unresponsive or unwilling to correct the error despite clear proof, filing a complaint with the FCC (Federal Communications Commission) can sometimes prompt a resolution.
Sub-heading: Device Damaged in Transit or Not Accepted
If your returned item is deemed damaged or not in "like-new" condition, Verizon may apply fees or decline the return.
Review Verizon's Policy: Re-read Verizon's return policy regarding damaged items.
Contact Customer Service: Discuss the issue with customer service. If the damage occurred during shipping and you packed it properly, you might have a case.
Related FAQ Questions
Here are 10 frequently asked questions about returning Verizon equipment, with quick answers:
How to return Verizon Fios equipment?
You can generally return Verizon Fios equipment to any UPS Store. They will scan the serial numbers and handle the packaging and shipping for you. Make sure to get a receipt!
How to get a Verizon equipment return label?
For mobile devices, you may be able to print a return label from the "My Orders" section of My Verizon online. For Fios or Home Internet equipment, the UPS Store typically handles the label generation when you drop off the equipment. If you need a label for other reasons, contact Verizon Customer Service.
How to track Verizon equipment return?
If you shipped the equipment yourself with a label, use the tracking number provided by the shipping carrier (UPS, FedEx, USPS). If you dropped it off at a UPS Store for Fios/Home Internet, the UPS receipt may contain a tracking number, or you can often call Verizon to confirm receipt after a few days.
How to return Verizon equipment to a store?
You can sometimes return equipment to a Verizon corporate store, especially for mobile devices purchased directly from Verizon. It's always best to call the specific store beforehand to confirm they accept the type of equipment you are returning.
How to return Verizon 5G Home Internet equipment?
Similar to Fios, the easiest way to return 5G Home Internet equipment (router, Wi-Fi extender, power adapter, Ethernet cable) is to take it to a UPS Store. They will package and ship it for you.
How to avoid Verizon unreturned equipment fees?
To avoid unreturned equipment fees, ensure all Verizon-owned equipment is returned within the specified timeframe (usually 30 days after disconnecting service) and always get a receipt or tracking number as proof of return.
How to return Verizon equipment after 30 days?
For devices purchased (e.g., phones), returns after 30 days are generally not accepted for a refund or exchange unless there's a specific warranty issue. For rented home internet equipment, if you cancel service, you must return it within 30 days of cancellation to avoid fees. Contact Verizon if you've missed the deadline; they might still accept it but could apply a late return fee.
How to return Verizon equipment without the original box?
For wireless device exchanges, the original box is generally required. For Fios and Home Internet equipment returned to a UPS Store, you do not need the original box; they will package it. If you're returning a mobile device for a 30-day return/exchange without the original box, a restocking fee will likely apply, and acceptance might be at Verizon's discretion. It's always best to retain original packaging.
How to return broken Verizon equipment?
If the equipment is broken due to a defect and is under warranty, contact Verizon customer service for a warranty replacement. They will provide instructions for returning the defective unit. If the damage is customer-induced, fees may apply, or the return might be declined for a refund.
How to get a refund for Verizon equipment return?
If you're eligible for a refund (e.g., within the 30-day return period for a purchased wireless device), Verizon will typically process the refund to your original payment method after they receive and process the returned equipment. Allow time for processing, which can sometimes take 30-60 days, especially for unreturned equipment fee reversals.