How to send your Mac to Apple for service in the United States and Canada

Learn how to send your Mac to Apple for service in the US and Canada.

We’re sorry your Mac isn’t working as it should.

After you’ve contacted Apple for service, you’ll receive a kit that contains everything you need to return your Mac to Apple.

Important: Ship your Mac for repair within 30 days. If Apple hasn’t received your Mac within 30 days of your original request for service, we may cancel our offer to repair.  If your request is open, you may send your product to Apple for repair using the original Repair ID. If Apple has canceled your request, contact Apple Support to create a new repair request. Using a canceled Repair ID will cause service delays. 

Before you ship your Mac

Follow these steps before you send your Mac in for repair. If it won't turn on or respond, finish as many steps as possible:

  1. Back up your data. You’ll need a backup if we need to erase or replace the hard disk (or SSD) in your Mac during repair. Apple isn’t responsible for lost data. If you need help transferring data, schedule an appointment at an Apple Authorized Service Provider or an Apple Store.
  2. Remove your Mac from Find My (and leave it removed the whole time your Mac is in service). Turning Find My on during service will result in service delays, as Apple cannot repair your Mac with Find My on.
  3. Turn off your firmware password.
  4. Deauthorize your computer for content purchases.
  5. Disable or turn off third-party security software if you’re using it.
  6. If you’re concerned about the security of your data, erase your hard disk before sending in your Mac.

Pack your Mac

Follow the steps printed inside the lid of the box to package your Mac.*

Important

  • Do not include your power adapter, power cable, SD card(s), keyboard protector, bottom cover, display cover, or any other accessories.
  • Do not include any account or password information. Your privacy is important to Apple.

*Apple is not responsible for any damage during shipping.

Ship your Mac to Apple

  1. Remove the top layer of the EZ Return label from your shipping box and keep it for your records.
  2. Find the name of the courier on the return shipping label and visit the courier’s website or call the courier to schedule a pickup or find a drop-off location. Do not use a drop box.
  3. Get a receipt from the courier.
  4. Check the status of your service request.

More information about Mac service

What do we do to repair your Mac? 
We’ll provide an explanation about the repair in the letter included with your repaired Mac. If we identify any issue that isn’t covered under Apple’s warranty, an AppleCare product, or consumer law, or you don’t authorize the repair with payment, we’ll return your Mac with an explanation in the letter. 

What happens if your Mac needs further repairs? 
If your Mac needs more repairs within 90 days due to issues caused during service, we’ll make the repairs free of charge. We guarantee our service, including replacement parts, for 90 days or the remaining term of your Apple warranty or AppleCare product coverage, whichever is longer. This is in addition to rights provided by consumer law. We offer this whenever you get service from us or from an Apple Authorized Service Provider. 

Battery performance 
Your Mac notebook battery might be replaced under warranty, consumer law, or its AppleCare product coverage. We will test your product to determine the final service fee. If you’re experiencing an issue with the battery in your Mac notebook, your Mac might not require a repair. To learn how to maximize your battery performance, visit apple.com/batteries/maximizing-performance.

Software restore 
When we restore your operating system, we’ll install the latest update to your version of macOS.  If we can’t determine the specific version of your macOS, we’ll restore it to the latest update of the originally installed macOS. It is your responsibility to back up all existing data, software, and programs, and to erase all existing data before receiving services. Apple is not responsible for loss, recovery, or compromise of data, programs or loss of use of equipment arising out of the services provided by Apple. You can use your backup to reinstall any data or applications.  You should also check for additional updates.

Issues due to parts not qualified by Apple
The presence of third-party parts does not automatically void your warranty or service eligibility, but issues caused by third-party components aren’t covered under Apple’s warranty or AppleCare products. If our technicians discover that the presence of third-party parts in your Mac is causing the issue you’re reporting or is preventing us from completing the repair, we’ll request authorization from you to cover the charge. 

Can’t duplicate the issue
After comprehensive testing, our technicians might determine that your product is operating within Apple specifications. If we can’t reproduce a reported symptom, we’ll test your Mac to isolate any hardware issue. If the Mac is operating within specifications, we’ll return it to you with a letter that explains what we’ve found. 

Service estimate
Apple offers service on your product under the following conditions: 

  1. If the service isn’t covered under warranty, an AppleCare product, or statutory consumer rights, Apple will service the product for the estimate provided to you when you arranged service. The estimate is valid for 30 days from that date.
  2. If we inspect your product and determine that we must revise the estimate, we’ll contact you by email to approve the revised estimate. You’ll have 3 days to respond online. 

If you have questions about the estimate, contact Apple Support. You’re entitled to a written estimate of the cost of repairs. The estimate must include all costs for parts and labor. We won’t charge for work done or parts supplied in excess of the estimate unless you approve the additional charge in advance. This estimate of repair charges is valid for 30 days from the date of the estimate. If you claim a tax exemption, you must provide Apple a tax-exemption number when you receive the estimate. The estimate includes the cost of shipping. 

Terms of service
If service is outside the terms of Apple’s limited warranty, an AppleCare product, or consumer law, the following repair terms and conditions will apply to the repair service performed: apple.com/legal/sales-support/terms/repair.

Warranty
Apple’s warranty covers your Mac and the accessories that come with it against manufacturing defects for 1 year from the date you bought your Mac. You may also have consumer law rights. You can check your warranty status online. If your repair isn’t covered by our warranty, an AppleCare plan, or statutory consumer law, you’ll pay out-of-warranty fees and these repair terms and conditions will apply to the repair service performed.  We guarantee all Apple authorized service, including replacement parts, for 90 days, the remainder of your original product warranty or AppleCare plan, or for as long as required by statutory consumer law, whichever is longer.

Repair costs
There’s no charge if the issue is covered under warranty, AppleCare product, or consumer law. If your issue isn’t covered, the price depends on the type of repair. 

Use your repaired Mac

© 2020 Apple Inc. All rights reserved. Apple, the Apple logo, iChat, iTunes, Mac, and macOS are trademarks of Apple Inc., registered in the U.S. and other countries. AppleCare, Apple Store, and iTunes Store are service marks of Apple Inc., registered in the U.S. and other countries.

NOTICE TO CALIFORNIA CONSUMERS

1. An estimate for repairs, as required (section 9844 of the California Business and Professions Code), shall be given to the customer by the service dealer in writing. The service dealer may not charge for work done or parts supplied in excess of the estimate without the prior consent of the customer. Where provided in writing the service dealer may charge a reasonable fee for services provided in determining the nature of the malfunction in preparation of a written estimate for repair. For information, contact the Bureau of Electronic and Appliance Repair, Department of Consumer Affairs, Sacramento, CA 95814.

2. A buyer of this product in California has the right to have this product serviced and repaired during the warranty period. The warranty period will be extended for the number of whole days that the product has been out of the buyer's hands for warranty repairs. If a defect exists during the warranty period, the warranty will not expire until the defect has been fixed. The warranty period also will be extended if the warranty repairs have not been performed due to delays caused by circumstances beyond the control of the buyer, or if the warranty repairs did not remedy the defect and the buyer notifies the manufacturer or seller of the failure of the repairs within 60 days after they were completed. If, after a reasonable number of attempts, the defect has not been fixed, the buyer may return this product for a replacement or a refund subject, in either case, to deduction of a reasonable charge for usage. The time extension does not affect the protection or remedies the buyer has under other laws.

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