Return a T-Mobile Coverage Device or Internet Gateway

Discover two simple ways to return a T-Mobile coverage device or Internet Gateway.

Return to a T-Mobile store

• Internet Gateway returns are preferred to be completed by mail (Return through the mail) Ship-To.
  • Home Internet (HSI) customers may still choose to return their device at a T-Mobile store, even if a mail-in return has already been started.
• For Coverage Devices, you can return the device to a store only if you have not started a return order yet.
  • If you cancelled, transferred your number to another carrier, or began a return with Customer Care, then your return has been started and you must complete it through the mail.
• Use the Store Locator to find a T-Mobile store near you.
• Bring the device, all accessories, and any original content with you when you head to the store.

Return through the mail

1. To begin this return process, contact us. If you're a T-Mobile for Business customer, request a call​ instead.
2. We'll send you a prepaid return label to ship your device back.
   • Don't worry about a shipping address. Our prepaid return label has that covered!
   • Labels usually arrive in your email within 24 hours. If you don't see it, check your folder such as junk or spam.
   • Print the label and attach it to your shipping box. If you can't print it, a T-Mobile store or print shop can help.
   • Before sealing the box, ensure the Return Authorization Slip is placed inside.
3. All you'll need to do is pack up the device and drop it in the mail or take it to a UPS store.

Gateway exchanges and upgrades

• Track your new device shipment status in Order Status.
• Once you have received your new device, download the T-Life app (hyperlink) to get started. You'll find everything you need to swap and set up your new device.
• Your Wi-Fi will go offline during activation.
  • Save your Wi-Fi name and password. You'll need them after set up so your
  • devices can reconnect.

Fees

• Internet Gateways and Coverage device returns are free of shipping and restocking charges.
• Return your device promptly. If we don't receive your device within 30 days of starting the return, you will be charged a non-return fee.
• Our return center will check the condition of the device when we receive it. If the Internet Gateway or Coverage Device is damaged beyond normal wear and tear or is missing parts, you will be charged a damage fee.
• Fees for non-return, damage, and missing parts all depend on the replacement cost of the specific device.