What the MBG covers:
- Monthly service charges
- Taxes, fees, and surcharges
What the MBG does not cover:
- Shipping charges
- International calls
- Premium add-ons
If we shipped you an adapter, it needs to come back
Your refund depends on returning the adapter we sent you. Return it within 30 days, in good working condition, and your refund is processed in full.
If you keep the adapter, a $50 unreturned device fee applies:
- If your refund would be $50 or more, the $50 is deducted and the rest is refunded.
- If your refund would be less than $50, no refund is issued.
Returning the adapter avoids the fee entirely.
If you used your own adapter (BYOD), we didn't ship you any hardware, so there's nothing to return. Your refund isn't affected.
How to claim your refund:
Step 1 – Cancel your service Submit a cancellation request through your Voiply portal. See our guide: How to Cancel Your Voiply Service
Step 2 – Send the adapter back
You have three options:
Buy a return label from us — $5.99. One click during cancellation, no account needed. Pack the adapter, attach the label, and drop it off. Return labels are non-refundable once purchased.
Take it to your nearest post office. Pack the adapter and bring it in — the staff will weigh it, print the label, and take payment there. Nothing to print at home. Ship it to:
VOIPly LLC 2200 Wheless Lane Austin, TX 78723
Can't get to a post office? Buy a return label directly from USPS at usps.com, then schedule a free pickup at usps.com/pickup. Your mail carrier will collect the package from your door during normal mail delivery. You don't need a USPS account, and there's no charge for the pickup.
Whichever option you choose, ask for a receipt with a tracking number.
Step 3 — Send us the tracking number
Reply to your cancellation email with the tracking number. This is how we confirm your adapter is on its way, and it's what starts your refund.
When you'll get your money
Once we confirm the adapter has arrived, your refund is processed within 5–10 business days. It goes back to the card or account you originally paid with.
A few things to keep in mind:
- The guarantee applies to cancellations made within 30 days of your order date. After 30 days, service charges aren't refundable.
- Submit your cancellation request before asking about a refund — we can't process one on an active account.
- If you're in Canada, contact us at (844) 843-4175 and we'll arrange a prepaid return label for you.
- Business customers ship returns using their own carrier and send us the tracking number. Return labels aren't available for business accounts.
Questions about any of this? Reply to your cancellation email or reach us at billing@voiply.com — we're happy to help.