Prepare your HomePod or HomePod mini for Express Replacement Service

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

Before you return your original HomePod or HomePod mini

Remove your personal information by resetting your HomePod or HomePod mini to factory settings:

1. Open the Home app on a iPhone, iPad or Mac signed in to the same Apple Account that you used to set up your HomePod.

2. Select your HomePod, select the Settings button, then select Reset HomePod.

3. Select Remove Accessory

If a white spinning light doesn’t appear, find out what to do next

Pack your HomePod or HomePod mini

Your Express Replacement Service kit will include everything you need to pack up and send your original product to Apple, including the boxes that your replacement product arrived in — a small box to place your device in and a larger shipping box to pack it up.

Don’t include anything else in the box — such as a power adapter, a cable that isn’t attached to your product or other accessory. If you include extra items in the box, they won’t be returned to you.

HomePod

1. Place your HomePod inside the smaller box, then close it.

2. With the provided tape stripes, seal opposite ends of the box.

3. Open the larger shipping box, pull down the front flap to reveal the insert and place the smaller box into the insert.

4. Close the shipping box and place the side tabs into the insert. Make sure the battery sticker is pasted flat on the box and isn’t covered by tape or a shipping label.

HomePod mini

1. Put the end of the HomePod mini cable into the hole in the spindle, then wrap the cable around the spindle.

2. Pass the cable through a side notch, set the HomePod mini on top of the spindle, then put the spindle and HomePod mini in the base of the smaller box. Put the top on the box.

3. Place the smaller box into the larger shipping box, then close the shipping box. Make sure the battery sticker is pasted flat on the box and isn’t covered by tape or a shipping label.

Ship your original HomePod or HomePod mini to Apple

If you have a pre-printed TNT shipping label,

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 postage box with your packaged HomePod 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 — HomePod“, 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. 

If there is no pre-printed shipping label,

1. To arrange collection, email DHL New Zealand Customer Service: aukad.applerma@dhl.com. Mention that you’re using a pre-paid return service. Provide the information below in your email request:

   • DHL tracking number for the replacement unit. This tracking number is a 10 digit numerical reference that is available on your replacement unit shipping label or email.

   • Preferred Pick Up Date (at least 2 working days after the email is sent to DHL).

2. DHL will respond to your email and provide the return shipping label within 1 working day. Please print out the return shipping label provided by DHL via email and attach the provided DHL shipping label on the box, covering the replacement unit shipping label completely.

3. DHL may use a 3rd party (New Zealand Post) for collection.

When you give your packaged product to the DHL courier, make sure you get proof of collection to confirm that you’ve returned your original product. Apple isn’t responsible for any damage sustained during delivery.

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.