T-Mobile: equipment return
Return a new device within 14 days (store purchase) or 20 days after shipping (phone or online); return Home Internet gateways promptly with the prepaid label.
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 99% of 67 sources are the organization's own pages or government sites.
Collect
- receipt or order number
- Return Authorization
- return tracking number
- device IMEI or serial number
Steps
For a store purchase, return the device with the receipt and all box contents to a T-Mobile store within 14 days of purchase.
For a phone or online order, return it to a store or call for a Return Authorization and an emailed prepaid label within 20 days of the ship date. New customers call 1-866-675-1292; current customers returning an upgrade call 1-800-937-8997.
For a Home Internet gateway or coverage device, contact T-Mobile to start the return, pack the Return Authorization Slip, and ship with the prepaid label. Keep the tracking number.
If a non-return or restocking fee appears after you returned the equipment, send the tracking number and ask for removal. Then dispute it in writing within 60 days.
MailT-Mobile Customer Relations (billing disputes and Notice of Dispute) T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380
More contacts for this issue
Facts you can cite
- Deadline
A device or accessory bought in a T-Mobile store can be returned or exchanged for a refund within 14 days of the purchase or lease date. A device bought by phone or online can be returned within 20 days of the date it shipped.
Source: t-mobile.com, verified 2026-10-12
- Fee
The restocking fee is based on the device Full Retail Price - $75 for devices of $600 or more, $50 for $300-$599, and $25 for less than $300. Refunds exclude rebates, applicable taxes and fees, and shipping costs.
Source: t-mobile.com, verified 2026-10-12
- Deadline
Devices bought through Costco can be returned within 90 days; Costco's T-Mobile support team handles returns at 833-906-2803.
Source: t-mobile.com, verified 2026-10-12
- Process
Refunds for a returned new device may take up to 30 days to process. Everything in the box must be returned; SIM cards do not need to be returned.
Source: t-mobile.com, verified 2026-10-12
- Deadline
After a Home Internet line is cancelled, a return label is emailed automatically, and the gateway and mesh Wi-Fi extender must be returned within 14 days. Failure to return on time may result in a non-return fee of up to $370 plus tax.
Source: t-mobile.com, verified 2026-10-12
- Fee
Gateway and coverage device returns have no shipping or restocking charge. If T-Mobile does not receive the device within 30 days of starting the return, or it arrives damaged or inoperable, you pay the replacement or repair cost of up to $370.
Source: t-mobile.com, verified 2026-10-12
- Process
Before arbitration or court, you must send a written Notice of Dispute to T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380 with the account holder name, billing account number, mobile number, a description with documents, and a good-faith damages calculation and requested relief. Neither side may start a proceeding until 60 days after receipt.
Source: t-mobile.com, verified 2026-10-12
- Process
Arbitration is administered by the American Arbitration Association under its Consumer Arbitration Rules. To begin, send a letter requesting arbitration to T-Mobile's registered agent (Corporation Service Company) and to the AAA. Either side may choose small claims court for an eligible claim before the arbitrator is appointed.
Source: t-mobile.com, verified 2026-10-12
- Deadline
To the extent the law allows, an arbitration or court proceeding must start within two (2) years of the date the claim arises.
Source: t-mobile.com, verified 2026-10-12
- Policy
T-Mobile completed the acquisition of the UScellular wireless business on August 1, 2025.
Source: sec.gov, verified 2026-10-12
- Policy
T-Mobile acquired 100% of the equity of Ka'ena Corporation and its subsidiaries, including Mint Mobile LLC.
Source: sec.gov, verified 2026-10-12
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Retention team
The cancel page asks customers to call so T-Mobile can review the account and offer options before they cancel.
Written complaint
MailT-Mobile Customer Relations (billing disputes and Notice of Dispute) T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380Written billing dispute within 60 days of the bill, and the Notice of Dispute required before arbitration.
Federal regulator
State agency
Your state’s attorney general. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Arbitration
60 days after T-Mobile receives the Notice of Dispute: AAA consumer arbitration (send a letter to the registered agent and to AAA) or small claims court.
Watch out
- Only the Primary Account Holder can generate a Temporary Port Out PIN or remove Port Out Protection; an agent cannot do this for the person.
- Calls to customer care require the account PIN/passcode; online access requires the T-Mobile ID password.
- Cancellation is by phone; the cancel support page has no online cancel button.
- T-Mobile support pages hide key details in collapsed sections that do not show in plain page text.
Let your AI agent handle this
Escalate Anything is a free, open-source MCP server for Claude, Cursor, VS Code, Gemini CLI, Codex and other AI apps. Your agent gets this playbook, keeps a case log with reference numbers and follow-up dates, and drafts each message for you to approve.
1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
I returned my T-Mobile equipment on [date] and they still charged me. Use Escalate Anything to get the charge removed.Source code, other install options and the Claude Code plugin