Return GFiber Equipment and Devices
Equipment Return Requirements
Critical Checklist Before Shipping:
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Check your email: We send an automated, itemized list of specific serial numbers/devices required for return.
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Plan changes & refreshes: Hardware returns are mandatory both for total service cancellations and for equipment upgrades (swapping old gear for a newer model).
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Non-return fee: Keeping equipment triggers an unreturned equipment fee. Your account will remain active until devices are received or the fee is settled.
Method 1: FedEx Store Return (No Box Needed)
This is a free service where FedEx handles all packaging and shipping logistics.
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Generate Code: Request a Return Material Authorization (RMA) QR code via the online GFiber Returns Portal.
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Verify Data: Ensure the name, email, physical address, and phone number entered match your official GFiber account information.
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Check Email: Locate the RMA QR code email (typically arrives within 5 minutes; check your spam folder if it is missing).
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Drop Off: Present the QR code on your mobile device to an associate at a physical FedEx Office location.
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Confirmation: GFiber will send a return processing confirmation email once the warehouse registers the scan.
Method 2: FedEx Drop Box Return (Self-Shipping)
This method requires you to box the item yourself and drop it at a standalone shipping bin.
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Generate Label: Request a prepaid shipping label via the online GFiber Label Portal.
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Verify Data: Ensure the name, email, physical address, and phone number entered match your official GFiber account information.
- Check Email: Locate the shipping label (typically arrives within 5 minutes; check your spam folder if it is missing).
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Print Label: Print the shipping label and securely attach it to your shipping box. If you do not own a printer, bring your device and the email to a FedEx Office retail store and an associate will print the label for you.
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Deposit Box: Securely seal the device inside the container and drop the package off at any authorized FedEx Drop Box location.
Method 3: GFiber Retail Location Return
This option is available if you live near an official brand storefront.
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Locate Store: Find an active storefront or kiosk using the GFiber Space Locator.
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Visit Store: Bring your unboxed, unlabeled devices directly to a GFiber Space during posted business hours.
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Hand Over: Deliver the hardware directly to a GFiber team member.
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Confirmation: An automated return confirmation email will be triggered once the agent scans the hardware into the system.
FAQs
It usually takes a few business days for our warehouse to process your return once it arrives. To help things move along quickly, we recommend shipping each device in its own separate box. Putting everything in one box can sometimes cause a delay and trigger automatic reminder emails.
A few tips to keep things simple:
- Hang on to your receipt: Always keep your FedEx tracking receipt as proof of your return.
- Handed it to a technician? If you gave your equipment to a technician during a service visit, please contact us to confirm your account was updated.
You will be billed a standard replacement fee according to the current fee schedule. Once paid, the device ownership is updated, and the account cancellation or change will finalize automatically.
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Self-Install Upgrades: Keep your current gear active to avoid internet downtime. Only connect the new hardware first, verify connectivity, and then return the old gear within the standard 60-day window.
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Technician Upgrades: The field technician will typically collect your old equipment directly upon completion of the install. No self-shipping is required.
There are a few reasons you may need to return equipment:
- Plan Upgrades or Downgrades: When you change your speed (for example, moving from 1 Gig to 2 Gig or 5 Gig), the new plan often requires a different, more powerful router or "Network Box." Since your current device is essentially a rental provided with your specific plan, it must be returned so we can update your account and avoid an unreturned equipment fee.
- Equipment Retirement: Technology moves fast. Occasionally, we retire older models (like the original GFiber Network Box) in favor of newer standards like Wi-Fi 6E. We’ll send you the new hardware to ensure you get the speeds you’re paying for, and we ask for the old hardware back so we can responsibly recycle it.
- Replacing Defective Gear: If we sent you a replacement for a device that wasn't working correctly, we need the original broken unit back. This allows our teams to troubleshoot the hardware and ensures the older devices don't stay active on your account.
We'll send you an email with a specific list of any equipment you need to return. If you don't see your device on that list, please read our equipment recycling guidelines to learn the best ways to safely handle your old gear.