How do I return my Eyesurf equipment?
If you've cancelled your service or received replacement equipment, rental equipment needs to come back to us within 60 days. Returning it is free: generate a prepaid Canada Post label online (print it, or get a QR code emailed if you can't print), pack the modem, power supply, cables, any TV boxes, and your Vilos into any sturdy box, and drop it at any Canada Post location. The label is pre-addressed to our processing facility and includes tracking.
Step 1 — Get your free prepaid shipping label
You don't need to wait for us to mail you anything. Generate your own free Canada Post return label any time:
- Go to the Canada Post prepaid label page: canadapost.ca prepaid return label
- Fill out the form with your information.
- If you can print: print the label and tape it to the outside of your box.
- If you can't print: choose the option to have the label emailed to you. You'll receive a QR code — bring your package and the QR code to any participating Canada Post location and they'll print the label and ship it for free.
The label has two parts — which part goes where?
The label prints as one sheet with a cut line down the middle. The part showing the barcode and the delivery address (MDM Business Solutions in Oakville) goes on the box — tape it flat to the outside. The other part shows the tracking number — that's your receipt. Cut along the line, keep the receipt part, and hold on to it until your account shows the return was processed.
Step 2 — Pack everything
To avoid charges for missing items, include:
- The modem and/or router
- The original power supply
- All cables that came with the equipment
- Your Vilo mesh units, if you have them — Vilos are Eyesurf equipment
- TV boxes and Eyesurf-provided remotes, if you had TV service
Use the original box if you still have it, or any sturdy box. Pack the equipment snugly (bubble wrap or newspaper works) and seal the box well. Including a note with your name and account number is helpful but not required.
Step 3 — Drop it off
Drop the package at any Canada Post box or outlet. The prepaid label includes tracking — keep your receipt and track it at canadapost.ca.
Where does it go?
The prepaid label is pre-addressed. If you're arranging your own shipping instead (at your own cost, via any carrier with tracking), send it to our processing facility:
MDM Business Solutions
6-2300 Bristol Circle
Oakville, ON L6H 5S3
Note: this is our equipment processing facility, not an office — there are no walk-in drop-offs.
Some old modems don't need to come back
If your old modem is one of these Rogers-network cable models, you can simply recycle it — no return, no fee: DPC3848, CGNM-3550, CGN-CWV, CGN3, SmartRG808ac. When in doubt, use the normal return process or ask us.
What happens after we receive it
Your account is credited once the return is received and processed. You can check your account at https://www.eyesurf.net/myaccount/login. If equipment isn't returned within 60 days, a $200 unreturned-equipment fee per item applies — see "I was charged for unreturned equipment — what are my options?" if that's happened to you.
Contact us
Chat with us at eyesurf.net, email support@eyesurf.net, or call 1-855-804-7873 (Mon–Sat 9am–6pm Eastern, closed Sunday).
Updated on: 20/08/2026
Thank you!