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user_96ifyx
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Visitor

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2 Messages

Sunday, May 3rd, 2026 12:32 AM

How can I get a shipment label to return my equipment?

The return site is not listing any devices that I can return. UPS will not accept the package without a prepaid return label but if the website refuses to let me select anything, what do I do?

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2 hours ago

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XfinityThomasA

Official Employee

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3.5K Messages

3 hours ago

 

user_96ifyx- Hello, and thank you so much for joining us here on the Forums. I completely understand how important it is to have a simple and stress‑free way to return equipment, and I’m happy to share an easy option with you.

One convenient way to return your equipment is by visiting any Xfinity Retail Store:

Visit xfinity.com/stores to find a location near you or to schedule an appointment (walk‑ins are welcome, too).
Bring your equipment to your nearest Xfinity Retail Store.
Be sure to hand the equipment directly to an Xfinity Retail Store representative.
Once the return is completed, the equipment will be removed from your account right away.
You’ll receive a receipt confirming the return details for your records.

If you need help finding a store or have questions about the return process, we’re always here and happy to help.

 

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user_96ifyx

Visitor

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2 Messages

There are no Xfinity stores near me either.

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3 hours ago

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XfinityCliff

Official Employee

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202 Messages

Hello @user_96ifyx, and thanks for the clarification on that.  We'd be happy to dig into this further for you. 😀

To do so please send us a Direct Message* (I'm including some handy instructions below on how to do that.) 

Please include your full name and service address.  Once we locate and get you verified on your account, we can determine the best way to resolve your current situation. 


How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 hours ago

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