Send your AirPods, AirPods Pro or AirPods Max to Apple for a service

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

Before you return your product

• Remove your AirPods from your Apple Account: In the Find My app, select the Devices tab > select your device, 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 include your ear tips, they won’t be returned.

• If you’re sending AirPods Max, remove the ear cushions. If you include your ear cushions, they won’t be returned.

Pack your AirPods or AirPods Pro

Don’t include anything else in the box — such as your ear tips, USB cable, power adapter or other accessory. If you include extra items, they won’t be returned.

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

1. For each earbud that you’re sending, slide the stem of each AirPods or AirPods Pro earbud into the paper tube of the insert, then fold in the top flap.

   

2. Put each insert into the small white or natural box in which its replacement arrived.

3. If you’re also sending the charging case, put it into the small white or natural box in which your replacement charging case arrived.

4. Put the small box or boxes into the same larger postage box that was delivered to you. If there is a battery sticker pasted on the outside of the postage box, make sure it’s not covered with tape or a postage label.

Pack your AirPods Max

Don’t include anything else in the box — such as your ear cushions, USB cable, power adapter or other accessory. If you include extra items, they won’t be returned.

1. Place each ear piece in a separate bag, then rotate the ear pieces so they’re face-down and place your AiPods Max into the plastic insert.

2. Place the top on the white box containing the plastic insert, then place the white box into the larger brown postage box.

3. Close the postage box and tape it shut. Make sure the battery sticker is pasted flat on the box and isn’t covered by the tape of the postage label.

Send your product to Apple

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

1. Remove the TNT shipping label from the box.

2. Note the consignment number — which starts with “GE” and is located next to the barcode on the postage label.

3. Put the large postage box (with your packaged product) in the TNT satchel, seal the satchel and place the postage 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, AirPods Pro or AirPods Max” 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: 088 275 868

  • 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. Make sure you keep your booking reference number as proof that you’ve arranged collection.