How to send your AirPods Pro and charging case to Apple for service from the Asia-Pacific region

If you need a repair for your AirPods Pro, here's how to prepare and return your device to Apple.

Need a different country or region?

Pack your AirPods Pro and charging case

Before returning your AirPods Pro, please wipe them clean and remove any debris. Customers in Japan may proceed to the Ship your AirPods Pro and charging case to Apple section.

1. Remove the ear tips from your AirPods Pro. To remove an ear tip, pull firmly at the base where the ear tip is attached to the AirPod.

   

2. Place your AirPods Pro in the Wireless Charging Case.

   

3. Place your AirPods Pro in your Wireless Charging Case into the small box.

   

4. Place the small box into the shipping box.

   

5. Seal the box with tape.* If there is a battery sticker pasted on the outside of the box, please make sure the battery sticker is not obstructed.

   

Ship your AirPods Pro and charging case to Apple

Choose your country or region:

Australia

You will receive a kit that contains everything you need to return your product to Apple. Return your product to Apple using the shipping box you receive from Apple.

1. Print the shipping label that Apple provided when you requested service.

2. Take your shipping label and packaged product to Australia Post. To find your nearest Australia Post Office, visit: auspost.com.au/locate/.

3. Australia Post will provide you a receipt to confirm the lodgment of your return. Don't include your ear tips, charging cable, or other accessories in the package. If you include extra items, we are unable to return them to you.*

4. Check that Apple has received your product, in a few days.

*Apple is not responsible for any damage during shipping.

Japan

A courier will bring a box to collect your product for service.

1. Hand your product to the courier. Don't include your ear tips, charging cable or other accessories when handing your product to the courier. If you include extra items, we are unable to return them to you.*

2. Check that Apple has received your product, in a few days.

Malaysia

A courier will bring a box to collect your product for service.

1. Package your product in the box and seal the box with the provided tape. Don't include your ear tips, charging cable or other accessories in the box. If you include extra items, we are unable to return them to you.*

2. Paste the Return Airway Bill (AWB) on the box, and make sure that the Return AWB label completely covers the original AWB label.

3. The courier will wait for up to 10 minutes for you to prepare and pack your device.

4. If you are unable to pack your device within the 10-minute time frame, the courier will depart without the package. Once you have completed packing your device, make arrangements for courier to collect your device by calling the GD Express Malaysia Customer Service hotline at 03-7787-6776, Monday through Friday 8:30 a.m. to 5:30 p.m., or Saturday 8:30 a.m. to 12:30 p.m. You will be asked to provide customer service with the Return AWB number from the pre-printed AWB provided in the box.

5. Hand the packaged product to the courier.

6. After courier pickup, you can track your shipment at https://www.gdexpress.com/malaysia/e-tracking/.

New Zealand

You will receive a kit that contains everything you need to return your product to Apple.

1. Remove the TNT shipping label from the box. Next to the barcode on the shipping label, look for the consignment number, which begins with “GE.” Make a note of the number.

2. Put the packaged product in the TNT satchel and seal the satchel. Don't include your ear tips, charging cable or other accessories in the satchel. If you include extra items, we are unable to return them to you.*

3. Place the shipping label in the satchel’s clear plastic pocket.

To arrange a collection, either:

• Write an email

• Use the subject line “Apple collection - AirPods Pro” followed by the TNT consignment number.

• In your email, please mention that you are using a prepaid satchel on account number 320792, note whether your collection address is a residence or a business, and include your phone number.

• Send the email to customerservice.nz@tnt.com.

OR

• Call TNT Customer Service on 0800 275 868 and provide all the information in step 2 of “Write an email” above.

TNT will provide the booking reference number and collection date in response to your email or phone call.

Check that Apple has received your product, in a few days.

Use your repaired or replaced AirPods Pro

Note the serial number of your Wireless Charging Case when it is returned to you, as it may have been replaced. Your replacement Apple product is covered by a 90-day service warranty, or the remainder of your original product warranty or AppleCare plan, whichever is longer. Consumer law rights may also apply to your replacement product where applicable.

Learn how to use your AirPods Pro.