How to send your AirPods Max to Apple using Express Replacement Service from the Asia-Pacific region

Here's how you send your AirPods Max back to Apple after you get a replacement.

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 original product to Apple using the shipping label.
  • In New Zealand and Singapore, you’ll receive a kit by mail that contains a replacement product with everything you need to return your original product to Apple.
  • In Japan, a courier will bring your replacement product and collect your original product.

Important: Be sure to return your product so that Apple receives it within 10 days of the day your replacement product was shipped to you by Apple (check your ship date). If Apple doesn't receive your original product within 10 days, or if Apple technicians find that your issue was caused by accidental damage or unauthorized modifications, you'll be charged up to the full value of the replacement product. For more details, see ERS terms and conditions for service covered by Apple's Limited Warranty or an AppleCare plan or ERS terms and conditions for out-of-warranty service.

Before you pack your AirPods Max

  1. Remove your ear cushions.

Pack your AirPods Max

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

  1. Place each ear piece in a separate bag.
  2. Rotate the ear pieces so they face down and place your AirPods Max into the molded plastic insert. Then place the top on the white box.
  3. Place the white box in the brown box.
  4. Close the brown box.
  5. Tape the brown box closed.*
  6. Place the battery sticker on the brown box.

Ship your AirPods Max 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. In a few days, check that Apple has received your product.

*Apple is not responsible for any damage during shipping.

Japan

  1. Hand your product to the courier who brings your replacement product.  Do not include your cushions or other accessories.*
  2. In a few days, check that Apple has received your product.

*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 AirPods Max 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 Max” followed by the TNT consignment number.  
    2. 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.
    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.

In a few days, check that Apple has received your product.

*Apple is not responsible for any damage during shipping.

Singapore

Your package will come with a pre-labeled DHL flyer to ship back your product.

  1. Put the packaged product into the pre-labeled DHL flyer and seal the flyer.*
  2. Call DHL Singapore Customer Service to arrange collection of your product at (+65) 6285 8888.  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:
  3. -Your Name
    -Account Number (See your DHL Express Flyer)
    -Company Name - Apple
    -AWB Number (See your DHL Express Flyer)
    -Contents: Electronic product
    -Pick up address and time
    -Contact phone number for pick up
    -Number of pieces: 1
    -Weight: 1 kg
  4. Hand the packaged product to the DHL courrier.
  5. Ask the courier for proof of collection.
  6. In a few days, check that Apple has received your product.

*Apple is not responsible for any damage during shipping.

Use your replacement AirPods Max

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.

  1. Place your ear cushions on your AirPods Max. Make sure you align the left (L) cushion to your left ear and the right (R) cushion to your right ear and that the L and R appear right-side up when you're looking at your headphones upright. If your cushions are installed on the wrong side or upside down, your AirPods Max won't perform the way they should.
  2. Set up your AirPods Max.

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