Need a different country or region?
After you’ve contacted Apple for service, you’ll receive a kit that contains everything you need to return your product to Apple.
Before you pack your AirPods Max
- Remove the ear cushions from your AirPods Max.
Pack your AirPods Max
- Place each ear piece in a separate bag.
- Rotate the ear pieces so they face down and place the AirPods Max into the molded plastic insert. Then place the top on the white box.
- Place the white box in the brown box.
- Close the brown box.
- Tape the brown box closed.
- Place the battery sticker on the brown box.*
*Apple is not responsible for any damage during shipping.
Ship your AirPods Max to Apple
Choose your country or region:
Australia
- Print the shipping label that Apple provided when you requested service.
- Take your shipping label and packaged product to Australia Post. To find your nearest Australia Post Office, visit: auspost.com.au/locate/.*
- Australia Post will provide you a receipt to confirm your product return.
- Check the status of your service request.
*Apple is not responsible for any damage during shipping.
New Zealand
- 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.
- Put the packaged product in the TNT satchel and seal the satchel.
- Place the shipping label in the satchel’s clear plastic pocket.*
To arrange a collection, either:
- Write an email
- Use the subject line “Apple collection - AirPods Max” followed by the TNT consignment number.
- 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.
- 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.
Check the status of your service request.
*Apple is not responsible for any damage during shipping.
Japan
The courier will bring a box to collect your product for service.
- Hand your headphones to the courier. Do not include any accessories with your headphones (such as your ear cushions or charging cable). If you include extra items in the box, we won't be able to return them to you.*
- Check that Apple has received your product, in a few days.
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.
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.
- 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.
- Set up your AirPods Max.
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