How to send your AirPods to Apple for service from the Asia-Pacific region

Here's how you send your AirPods to Apple for service.

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

Pack your AirPods using the included packaging materials

Before returning your AirPods, please wipe them clean and remove any debris.

  1. Put your AirPods in the case. No matter the issue, be sure to send the charging case and both AirPods to Apple.
    • If you're sending AirPods Pro, remove the ear tips and keep them in a safe place to use with your AirPods Pro after service. To remove an ear tip, pull firmly at the base where the ear tip is attached to the AirPod.
  2. Put the case in the white box.
  3. Put the white box in the brown shipping box.
  4. Close the brown shipping box.
  5. Tape the brown shipping box closed with the tape provided.
  6. Apply the battery sticker to the bottom of the brown shipping box.
  7. Remove the top label from the shipping box. This is your receipt. Make sure the return shipping label remains on the box.

Ship your AirPods 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 product to Australia Post. To find your nearest Australia Post Office, visit: auspost.com.au/locate/.*
  3. Australia Post will package your product and provide you a receipt to confirm your product return.
  4. Your product will be serviced as quickly as possible. Check the status of your service request.

*Apple is not responsible for any damage during shipping.

Japan

  1. Hand your iPhone to the courier. Do not include your stereo headset, USB cable, power adapter, sim card, or other accessories.
  2. In a few days, check that Apple has received your product.

Your product will be serviced as quickly as possible. Check the status of your service request.

*Apple is not responsible for any damage during shipping.

New Zealand

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

To arrange a collection, either: 

  • Write an email
    1. Use the subject line “Apple collection - AirPods” followed by the TNT consignment number.  
    2. Include in the email message: That you are using a prepaid satchel on account number 320792, whether your collection address is a residence or a business, and your contact phone number.
    3. 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.

Your product will be repaired or replaced as quickly as possible. You can check the status of your service request online.

*Apple is not responsible for any damage during shipping.

Use your AirPods after service

  1. Record the serial number of your replacement Apple product. 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. Australia or New Zealand consumer law will also apply to your replacement product in those countries.
  2. Set up your AirPods.

© 2022 Apple Inc. All rights reserved. Apple, the Apple logo, iPhone, AirPods and iTunes are trademarks of Apple Inc., registered in the U.S. and other countries and regions. AppleCare is a service mark of Apple Inc., registered in the U.S. and other countries and regions. Other product and company names mentioned herein may be trademarks of their respective companies.

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