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Frequently Asked Questions

The Answers You Need

Have a question? Want to learn more about our store? We’ve compiled a list of some of the most popular questions, accompanied by our thorough answers. If you can’t find what you’re looking for, contact us.

What are the payment options?

We take credit cards, and cash. We also offer flexible payment options with our no credit needed lease to own program

What is your return policy?

We offer a 14 day return policy on all merchandise. Customers will receive a full refund minus the prepaid service plan payment.

Is there a contract?

Unless you opt for leasing on the equipment instead of buying it outright, there is no contract. Our service is prepaid and there is no contract.

How do I know if this will work in my area?

If you are unsure if our services will work in your area, you may call us at 850.937.7700 or email us at genieisp@hotmail.com. A representative will be able to determine coverage once you provide the physical address of the house or business you will be using your internet at.

What networks do you use?

Genie ISP operates off of CDMA-GSM networks and select Wired Broadband Lines.

How do I activate my service once I receive my products?

Once the order is received a representative will program your service to our device if it is one of our wireless internet devices. All you will need to do is connect your devices to your hotspot.


If it is our wired internet, it will be set up by you or our local techs (if you're in a participating area) and programmed by our team or over the air. Once programmed you can connect and enjoy.

How do I make a payment?

We encourage users to enroll in our Auto Pay Program to avoid service interruption. This also provides you with a $10 monthly discount on your service.

You may call or text us at 850.937.77003 or email us at genieisp@hotmail.com to get set up!

Why is my device blinking an orange light when my payment is up to date?

Generally, when your bill is paid and your device is not working properly, power cycling your device will do the trick. Turn your device off, unplug it (if applicable) for 5-10 minutes. Once that is complete, please retest the connection. If none of this seems to be working, please call us at 850.937.7700 and let a representative assist in the troubleshooting process.

How long does it take for the product to ship?

Once we receive your order information,  we will program your device with the data plan you chose and test to be sure everything is working correctly before sending it out. There are a few different options for shipping, therefore, that will play a factor in how fast you receive your package. Please be mindful of our operating hours when ordering and deciding on which shipping method to choose. 

We normally offer free shipping on purchases of $500 or more. We ship between 1-2 business days of receiving the order and ship priority which should take between 1-4 business days to arrive (depending on your state).

Still have questions? Get in touch and we’ll be happy to help.

FAQ: FAQ
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