Return or recycle your rental equipment

We’ll first need to authorize any return. Before returning equipment, please contact us if you haven’t already requested to cancel your current TV, internet, home phone, or home security services.

If you’ve already been billed for unreturned equipment, keep in mind that credits for equipment charges can take up to 2 billing cycles to appear on your bill.

If you need to return your rental equipment, follow these steps:

1. Check your email: You should receive an email within 48 hours of speaking to our Rogers customer specialist to request a cancellation or change of service. If you don’t see the email, please check your Spam/Junk inbox. If it’s not there, contact us to have the waybill resent.
2. Prepare for shipment: Package the requested equipment in a box for shipment.
3. Use the provided waybill or QR code: You can print and adhere the provided Canada Post waybill to the box, or for a paper-free return, provide the QR code at Canada Post.
4. Billing credits: If you’ve already been billed for unreturned equipment, please note that credits for equipment charges can take up to two billing cycles to appear on your bill.

Additional Information for Returning Equipment

• Rogers Together with Shaw customers: For support with our services, visit our website for support with our services.
• Returning wireless accessories: To return a phone, tablet, or other wireless accessories, see Returning a Wireless phone or accessory.
• No-charge returns: We’ve partnered with Canada Post to offer you a convenient, no-charge return of your rental equipment. To avoid fees, you must return all rental equipment.
• Return authorization email: If you have already received a return authorization email, please follow the steps provided in that email to return your equipment. Be sure to check your junk mail for the return shipping information, it can take up to 48 hours to receive the automated email.

If your equipment needs to be recycled, follow these steps:

1. Rogers customer specialist instructions: When speaking with a Rogers customer specialist to process a cancellation or change of service, they will advise if your equipment should be recycled.
2. No waybill for recycling: Equipment meant for recycling will not receive a waybill in your inbox.
3. Responsible recycling: Rogers asks you to responsibly recycle your equipment at your local e-waste facility. Each municipality has its own electronic waste protocol, so please visit your municipality’s website for more information and to locate a drop-off location. For additional drop-off locations, you can also visit our partner site to responsibly dispose of your equipment.

Q: How will I know if I need to return or recycle my equipment?
A: The only way to know is via the instructions provided by our Rogers customer specialist.

Q: What if I don’t receive the waybill?
A: Please check your Spam/Junk inbox. If you still don’t see it, contact us to have it resent.

Q: How long does it take for billing credits to appear?
A: Credits for equipment charges can take up to two billing cycles to appear on your bill.

Q: I don’t have the original Rogers box for the equipment I need to return. What do I do?
A: You can pack your equipment in any shipping-ready box. This can be a box received from an online purchase, gift box, shoe box, etc. The only requirement we ask is that the box will allow you to close it securely for shipping purposes.

Q: Where can I recycle equipment I no longer require (i.e. a set-top box, modem, etc.)?
A: Rogers asks you to responsibly recycle your equipment at your local e-waste facility. Each municipality has its own electronic waste protocol, so please visit your municipality’s website for more information and to locate a drop-off location. For additional drop-off locations, you can visit our partner site to responsibly dispose of your equipment. 

Q: Can I just return my equipment to a Rogers store or get a technician to come pick it up like I’ve done in the past?
A: Retail locations and technicians don’t accept returns as they are unable to confirm the receipt of equipment in the systems they use. Please use the waybill that was sent and return your equipment via Canada Post.

Q: How long do I have to return my equipment to avoid being charged?
A: You have 30 days to return the equipment after your disconnection date, otherwise you’ll be billed for unreturned equipment.