How do I return my Worldline 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 — here's how.

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:

1. Go to the Canada Post prepaid label page: canadapost.ca prepaid return label
2. Fill out the form with your information.
3. If you can print: print the label and tape it to the outside of your box.
4. 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.

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
• TV boxes and Worldline-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://my.worldline.ca. If equipment isn't returned within 60 days, a $200 unreturned-equipment fee per item applies — see "I was charged for unreturned equipment" if that's happened to you.

Contact us

support@worldline.ca or 1-855-299-0025 (Mon–Sat 9am–6pm Eastern, closed Sunday).

Updated on: 20/08/2026