Prepare your AirPods, AirPods Pro or AirPods Max for Express Replacement Service

After you schedule Express Replacement Service*, you’ll get a kit that has your replacement AirPods and everything that you need to send your original product to Apple.

Before you return your original AirPods, AirPods Pro or AirPods Max

• Remove your AirPods from your Apple Account: In the Find My app, select the Devices tab > select your AirPods, then swipe up and tap Remove This Device. Tap Remove to confirm.

• If you’re sending AirPods Pro, remove the ear tips and keep them in a safe place. If you’re sending AirPods Max, make sure you remove the ear cushions. If you include your ear tips or ear cushions, they won’t be returned.

Pack your original AirPods or AirPods Pro

Your Express Replacement Service kit includes everything you need to pack and send your original product to Apple — including the small product box and larger shipping box that your replacement product arrived in, which you use to pack and send your original product back to Apple.

Don’t include anything else in the boxes — such as your ear tips, USB cable, power adapter or other accessory. Additionally, you should only include the AirPods components for which you filed your claim (for example, if you filed your claim for the right earbud, only send the right earbud). If you include extra items in the box, they won’t be returned to you.

Depending on whether you’re sending in one or both earbuds or the charging case, you may not have to follow all steps to pack your original AirPods or AirPods Pro.

1. Use the small white box or boxes included in your kit to pack your AirPods. For each earbud that you’re sending in, slide the stem of the earbud into the paper tube inside of the box. Then, close the box.

   

2. Put the small product box or boxes into the same larger shipping box that was delivered to you. Make sure the battery sticker is pasted flat on the box and isn’t covered by tape or a postage label.

   

Pack your original AirPods Max

Follow these steps to prepare your AirPods Max:

1. Remove your ear cushions and keep them in a safe place to use again later.

   

2. Place each ear piece inside a separate bag.

   

3. Rotate the ear pieces and face them downwards, then place your AirPods Max into the tray. Place the lid on the box.

   

4. Place the product box into the shipping box and close it. (Do not include your ear cushions, USB cable, power adaptor or other accessories. If you include extra items in the box, these won't be returned to you.)

   

5. Seal the box with tape and mail the box to Apple.* Make sure the battery sticker is pasted flat on the box and isn’t covered by tape or a postage label.

   

Ship your original product to Apple

First, pack your original product in the TNT Express Shipping satchel:

1. Remove the TNT shipping label from the box.

2. Note the consignment number — it starts with “GE” and you can find it next to the barcode on the shipping label.

3. Put the large shipping box (with your packaged product) in the TNT satchel, seal the satchel and place the shipping label in the clear plastic pocket.

Then contact TNT Customer Service to arrange a collection:

• Email: customerservice.nz@tnt.com

  • Subject line: “Apple collection — ’AirPods’ or ’AirPods Pro’” followed by the TNT consignment number.

  • In the email, note that you’re using a pre-paid satchel on account number 320792, whether your collection address is a residence or business, and provide your phone number.

• Call: 0800 275 868

  • Note that you’re using a pre-paid satchel on account number 320792, whether your collection address is a residence or business, and provide your phone number.

TNT will provide a booking reference number and collection date in response to your email or phone call. Apple isn’t responsible for any damage sustained during transit.

Apple will release the temporary hold on your card after we process your original device and confirm that the issue is covered. If your original device is not returned within 10 business days or is found ineligible for service due to unauthorised modifications or severe damage, the hold will be charged to your card.