Cancellations and changes

Cancelling an order 

You can cancel a device order free of charge up to two business days before your scheduled installation date. If you miss this deadline, cancellation fees may apply.

Changing an order 

You can request changes to your order free of charge. However, if your order is already being processed, we cannot guarantee that additional devices can be added to it.

How to cancel or modify your order

By phone 
For the fastest service, call Hilo customer service at 438-289-HILO (4456) or toll-free at 1-844-500-HILO (4456). 

Make sure you have your order number on hand. A customer service representative will confirm whether the cancellation or modification is possible based on the status of your order.

By email 
Write to us using this form, making sure to include your order number. 

We’ll get back to you as soon as possible to let you know whether the cancellation or modification is possible based on the status of your order.

Changing the date of your installation appointment

You can reschedule your installation visit directly from the link in your appointment confirmation email. For more details, see this Help Center article.  

Note: During installation, if a device cannot be installed for any reason, it will be removed from the order. If a customer is no longer considered eligible for the Hilo service at the time of the visit, the order and installation will both be cancelled.