All modems are returned with the same orenge box it came in. Just drop the modem-box to nearest mailbox. There are mailboxes for returning the modem at Keflavik International Airport.

One mailbox is  in the check-in hall and another one in the main  food hall after the security gate.

The easiest return method is at the Airport Departure hall (near Odd size Baggage/Icelandair check-in). 

Just activate again! We figure everything out.
If you are not sure, don’t worry, you ca also send us an email (fx reply to activation email), a text message (SMS/WhatsApp) or call us if not replied within 48 hours (sometimes mails are delivered the spam/junk/wrong way ;), the junk mail is checked regularly). We will sort this out with you. Your modem has at least 2 or 3 days of Internet.

Well that’s very unfortunate. The modem will not be rentable while in your possession so additional rental charges can be added.

If you inform us asap after departure we give you the chance to return by post from your home country. Please ship the modem to: Trawire, Pobox 24, 270 Mosfellsbær, Iceland. Traceable package is preferred so we can monitor the return. We recommend using USPS.

If you are arriving through Keflavik Airport, please allow 1-2 hours to go through the airport after you land.

Cancelling a order on same date the hire is due to start is treated as No-Show. If you cancel the order by contacting us and/or if no formal cancellation is received the No-Show fee is 100%. Even with our cancellation insurance, No-Show does apply if customer fails to cancel.

If you cancel an order more than 28 days before your hire period is due to start, then again there’s no cancellation fee.

However, if you want to cancel an order less than 28 days before your hire is due to start, there’s a cancellation fee of 25% of the hire charge, rising to 50% of the hire charge if you cancel less than 14 days before your hire is due to start.

If you cancel less than 2 days before pickup there is no refund as your modem has been prepared. 

There are no refunds on early returned orders.

Extra delivery options or insurances, purchased with order are non refundable if cancellation is placed less than 7 days before arrival.

If you need to cancel the order because of circumstances out of your control (weather, sickness etc..) we consider a refund after you send us proof of that your Travel Insurances did not cover or denied your claims.

If you purchase cancellation/modification insurance from Trawire you will be refunded full rental amount.  The insurance fee is not refunded.

Trawire cancellation/modification insurance is only valid until order pickup date. After physical modem pickup there is no order refund.

In general? No.

If you pickup the modem and decide you do not need it (by returning it to mailbox), we will not refund your order.

The modem has been taken out of possible use for others, we have paid the reseller for delivery as you have picked up the modem, we have paid for return postage and we have to wait for the modem to return by post before being able to rent it out again.

If you return the modem back to pickup location around time of scheduled pickup, we consider a full refund in very special cases. You need to get verification from us or staff at pickup location that you have returned right away and the box is ok/unopened.

No problem. You can send it in normal envelope via post (250 gr. stamp and envelope can be bought at the post office/souvenir shop. The postal address is: Trawire, PoBox 24, 270 Mosfellsbaer.

Your modem comes in a orange reusable box/envelope Please use the same box for return, Pack it and drop to mailbox (fx at the Airport). We urge our customers to return the modem, fully charged to mailbox at the airport so we can prepare the modem for next customer. We reuse the orange boxes as often we can, When dropped in mailbox at the airport the only one handling our modem is Icelandic Post. When dropped at storefront it goes through many hands and things can get lost as we do not have any return agreement with our pickup location partners.

The Pickup/Return process:
– Pickup
After your plane lands, go through bagage pickup and Customs gate. Head to TenEleven store in the Arrivals Hall, show voucher to cashier. After receiving the modem package, open it and draw out the modem (keep the package for return and look at instructions inside the box). Turn the modem on and wait for its wifi signal (in your device’s wifi-setup). Connect to the modem with the password shown on the screen/in the modem menu (press menu button – see our faq how to see the modem info). After successful connection, head to www.hotspot.rent/activate to activate and register the modem.

– Return
Pack the modem and USB cord, Fully Charged, using the same box the modem came in. Deliver it to one of two mailboxes at the Airport (its pre-stamped). One mailbox is  in the check-in hall and another one in the main  food hall after the security gate.

You are until you drop it to the mailbox.

We urge our customers to return the modem direct to mailbox. If handed elsewhere, for example to a hotel front desk or at the car rental, the customer (you) is still responsible for the return process from that point until it reaches Trawire office.

We do always send a copy of the voucher from orders@trawire.com to the email address used in purchase process. Please check you spam mail if  email does not appear. You can always contact us and ask us to send the link again.

On date of pickup and return it is best to meet us on given booking time and location. Your device has been  reserved and made available to you. Should you fail to pick up the unit on pickup date, Trawire reserves the right to charge a No Show Fee. 
Please see our FAQ for “No Show” and “Cancelling Orders”

Please activate/register the modem online right after pickup. See order confirmation or slips inside box for more info.

Download an area to use offline
1. On your phone or tablet, open the Google Maps app .
2. Make sure you’re connected to the Internet and signed in to Google Maps.
3. Search for a place, like San Francisco .
4. At the bottom, tap the bar that has the name of the place you searched. …
5. Select Download .

Select pickup and return time as accurate as you can as the modems do not stay very long at selected pickup location. Example: You land at 07:00 am it will take you at least one hour to go through airport. Pickup should been set to 08:00 am.

We always monitor usage and will charge extra for any unusual extra usage (being little late is of course ok ;)).

We only deliver to hotels within the greater Reykjavík area and only to hotel with a front desk service.

For more expensive modem packages you can choose to have the modem delivered to hotels. The hotel has to have full front desk service to receive the modem package and be able to forward the modem package to it’s customers. The customer has to have the hotel permission to receive the modem through their front desk. Included in the hotel package is a prepaid envelope for postal return (drop it in any mailbox in Iceland). You can find locations of mailboxes (postkassar) here.

We do not deliver with car rentals.

Short answer… no. Minimum $30 is added to orders 3 days or less. There is a 48 hour prebooking limit. You can pickup last minute at Airport without preordering, see www.hotspot.rent. There are special deliver costs within the capital area based on type of delivery.

If ordered online beforehand the device will be ready at  the designated Pick-Up location on chosen day and time. You will have to specifiy exact location when promted.

You can order online/in our stand and pickup at KEF Airport without any preorder but note the rental rates can be higher.

Preorder on all other location than KEF Airport requires a minimum 48 hours delivery time. Rates and delivery vary according to item and quantities.

If you are arriving through Keflavik Airport, please allow 1–2 hours in pickup time after you land.

Yes certainly, but unfortunately we cannot offer a refund or credit for the unused portion of your hire period. Use the included prepaid postal envelope and return the device to the nearest mailbox in Iceland.

We monitor usage after given return date and time. Unfortunately, you’re going to have to pay a late return fee. The cost will be a standard full day charge for each day the device is late.

Normal shipping costs within the capital is $15. For the rest of Iceland there will be charged shipping costs $25-45 depending on location if the modem is delivered with the postal service.