How to send your HomePod to Apple using Express Replacement Service in the Asia-Pacific region

Choose your country or region.

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

After you’ve contacted Apple for service:

  • In Australia, you'll receive your replacement product by mail. You'll be provided with a link to a shipping label to print at home. You'll return your defective product to Apple using the shipping label.
  • In Hong Kong, you’ll receive a kit by mail that contains a replacement product with everything you need to return your defective product to Apple.
  • In Japan, a courier will bring your replacement product and collect your defective product.

Important: Be sure to return your defective Apple product so that Apple receives it within ten days of the day the replacement Apple product shipped (check your ship date). If Apple doesn't receive your Apple product within ten days, or if Apple technicians find that the Apple product has accidental damage or unauthorized modifications, you'll be charged up to the full value of the replacement Apple product. For more details, see terms and conditions.

Before you ship your HomePod

Pack your defective HomePod using the included packaging materials

Customers in Japan may proceed to the ship your HomePod to Apple section.

  1. Unpack your replacement HomePod. You'll re-use the packaging to ship back your defective HomePod.
  2. Put your defective HomePod into the box.
  3. Put the foam insert back into the box, threading the cord through the slit in the insert.
  4. Roll the cord up inside the hole at the top of the foam insert.
  5. Close the lid of the box. Then, remove the tape provided from its backing.
  6. Use the tape provided to seal the box as shown.

Ship your HomePod to Apple

Select your country or region:

Australia

  1. Print the shipping label that Apple provided when you requested service.
  2. Take your shipping label and packaged defective Apple 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 the part return. Please keep your receipt.
  4. In a few days, check that Apple has received your defective Apple product.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Hong Kong

  1. Call DHL Hong Kong Customer Service to arrange collection of your defective HomePod at (+852) 2400 3388.  Advise DHL that you are using prepaid return service.  The customer service agent will take your details and arrange for a collection.  You will be asked to provide the following details over the phone:
    -Your Name
    -Account Number (See your box)
    -Company Name - Apple
    -Contents (See your box)
    -Weight (See your box)
    -City and postal code
    -Shipment value (See your box)
  2. Stick your invoice pouch over the Neutral Delivery (NDS) label on the box.
  3. Stick your return shipping label over the original shipping label on the box.
  4. Hand the packaged defective HomePod to the DHL courrier.*
  5. Ask the courier for proof of collection.
  6. In a few days, check that Apple has received your defective HomePod.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Japan

  1. Hand your HomePod to the courier who brings your replacement HomePod.
  2. In a few days, check that Apple has received your defective HomePod.

Use your replacement HomePod

  1. Make note of your replacement HomePod serial number. 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.
  2. Set up and use your replacement HomePod.

© 2019 Apple Inc. All rights reserved. Apple, the Apple logo, and HomePod are trademarks of Apple Inc., registered in the U.S. and other countries. AppleCare is a service mark of Apple Inc., registered in the U.S. and other countries.

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