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

If you need a repair for your iPad, here’s how to prepare and return your device to Apple.

Need a different country or region?

Before you send your iPad

Follow these steps before sending your iPad in for a service. If it won't turn on or respond, finish as many steps as possible:

1. Back up your iPad.

2. Erase your iPad.

3. Remove your iPad from your Apple ID device list.

4. If you have an iPad Wi-Fi + Cellular model, remove the SIM card from your iPad if it uses one, and keep it in a safe place. If your iPad Wi-Fi + Cellular doesn't use a SIM card, contact your wireless service provider to suspend your service if necessary.

Pack your iPad

Customers in Australia and Japan may proceed to the Send your iPad to Apple section.

1. Place your iPad in the bag. Do not include the USB cable, power adapter or other accessories. If you include extra items in the box, we will be unable to return them to you.

   

2. Remove the plastic strip covering the self-adhesive strip.

   

3. Seal the bag by folding the top over using the self-adhesive strip.

   

4. Place the bag in the insert in the box.

   

5. Place the foam piece on top of the bag.

   

6. Close the box.

   

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

   

Send your iPad to Apple

Choose your country or region:

Australia

You'll be provided with a link to a shipping label to print at home. Return your product to Apple using the postage label.

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

2. Take your postage label and unpackaged iPad 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 with a receipt to confirm the lodgement of your return. Don’t include your stereo headset, USB cable, power adapter or accessories with your package. If you include extra items, we will be unable to return them to you.*

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

Japan

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

1. Hand your product to the courier. Don’t include your stereo headset, USB cable, power adapter or accessories when you hand your product to the courier. If you include extra items, we will be unable to return them to you.*

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

Malaysia

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

1. Package your product in the box and seal the box with the provided tape. Don’t include your stereo headset, USB cable, power adapter or accessories in the box. If you include extra items, we will be unable to return them to you.*

2. Paste the Return Airway Bill (AWB) on the box, and make sure 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’re unable to pack your device within the 10-minute time frame, the courier will depart without the package. After you’ve finished packing your device, make arrangements for the courier to collect your device by calling the GD Express Malaysia Customer Service hotline on 03-7787-6776, Monday to Friday 08:30 to 17:30, or Saturday 08:30 to 12:30. 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 pick-up, 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 postage label from the box. Next to the barcode on the postage 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 stereo headset, USB cable, power adapter or accessories in the box. If you include extra items, we will be 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

  1. Use the subject line “Apple collection – iPad” followed by the TNT consignment number.

  2. In your email, please mention that you are using a pre-paid satchel on account number 320792, note whether your collection address is a residence or a business, and provide your phone number.

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

OR

• Call TNT Customer Service on 0800 275 868 and mention that you are using a pre-paid satchel on account number 320792, note whether your collection address is a residence or a business, and provide your phone number.

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 after a few days.

Use your iPad after a service

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.

Find out to use your iPad after a service.