To return your modem you will need to buy this Modem Return. Once you have bought this, within 24 hrs. you will receive a return label in your email. Once you get the label you will need to ship the modem with all the parts EXECPT THE SIM, which you will need with the replacement modem back to us.  Once we see movement on the tracking of your return we will ship the new unit to you.
There is no exception to this process.