Equipment-Upgrade-Returns

Return Your Mascon by TELUS Equipment in 3 Easy Steps

Have you recently moved, canceled, or upgraded your services? You may have unused Mascon by TELUS residential equipment sitting at home. Please check with our customer care team to see if your equipment qualifies for equipment return and if required, follow the steps below.

How To Return Equipment to Mascon by TELUS

Return Your Mascon by TELUS Equipment in 3 Easy Steps

1. PACKAGE THE EQUIPMENT

Find any appropriately sized box to securely contain the equipment and associated items.
- Include the first page of your most recent bill if you have it. If not, clearly write the following information on a piece of paper:
  - First and last name of the account holder.
  - Mascon by TELUS account number and full service address.
  - Phone number associated with the service(s).
- Package your most recent bill (or paper with information) into the box with your equipment.
Seal the box securely.

2. TAKE THE PACKAGE TO ANY CANADA POST OUTLET

Visit any Canada Post outlet and let the clerk know you’re returning residential equipment to Mascon by TELUS.
Quote the Return ID number PR396342.
Canada Post will provide you with a prepaid waybill, with the Mascon by TELUS address already printed on it, free of charge.
For convenience, take a picture of the waybill so you have it easily accessible on your phone!

3. KEEP TRACK OF THE WAYBILL NUMBER

Please keep track of the waybill number you received from Canada Post until the package has successfully been returned to the Mascon by TELUS warehouse.
You should not be required to provide Canada Post with the Mascon by TELUS address however, we’ve included it here for reference:
Mascon by TELUS P.O. Box 3386 Stn Main Salmon Arm , B.C. V1E 1A0

Returns & Recycling

Model Box Recycling

A Customer Service Representative will advise you if your equipment is eligible for electronic recycling. You may keep the equipment or recycle it at your local recycling facilities.

Mascon TV and Internet

You are responsible for returning all equipment that belongs to Mascon by TELUS, unless otherwise instructed.
Returns for equipment are accepted at any Canada Post mailing outlet.
- Upon cease of your services, you will be advised of your return process.
- If you received an email with directions on how to return your equipment, please follow the directions carefully.
- You must cease your services with a live call center agent to ensure you are advised of the appropriate equipment return process, DO NOT attempt to return equipment prior to disconnecting services and speaking to a Mascon Customer Service Representative.
- Package all of your equipment in an appropriately sized box to securely contain the equipment and associated items and attach the shipping label as described above:
- Be sure to include the following in the box:
  - Electrical adapters and remotes.
  - The first page of your most recent bill if you have it. If not, clearly write the following information on a piece of paper:
    - First and last name of the account holder.
    - Mascon by TELUS account number and full service address.
    - Phone number associated with the service(s).
  - Ethernet cords and other cables do NOT need to be returned.
For Mascon TV and internet equipment, please allow for adequate shipping time to our warehouses to avoid additional fees being added to your Mascon by TELUS account.
- Unreturned equipment is subject to a replacement fee as indicated on the information included with the Canada Post return shipping label.
- Fees for unreturned equipment will be added to your account 60 days’ post-cease of your services.
- If you are charged for equipment that has been returned, or in the process of being returned to our warehouse, the charges will removed from your account once the return has been processed.
- If you still have charges on your account 30 days after returning equipment, please contact us.
Equipment that is securely fixed within your home (physically attached with anchors/hardware), it is to be left in place and not removed.
- Equipment that should not be returned will have information on it to indicate that it should not be removed.
You may be directed to recycle your equipment at your local electronic recycling facility.
- Please help Mascon by TELUS ensure its commitment to sustainability. If you have been asked to recycle your equipment, the equipment is no longer usable or can’t be repaired and should be deposited at your local recycling facility.
- If you are unable to recycle your equipment, you may return the equipment using the above process and Mascon by TELUS will recycle the equipment on your behalf.
After 30 days from the original purchase date, no returns are accepted.