Prepare your iPad for the Express Replacement Service

After you’ve scheduled the Express Replacement Service*, you’ll get a kit that has your replacement iPad and everything you need to send back your original iPad.

Before you return your original iPad

1. Back up your iPad:

   1. Back up with iCloud

   2. Back up with your Mac

   3. Back up with your PC

2. Erase your iPad to delete your personal information and remove it from your Apple Account: In Settings, tap General > Transfer or Reset iPad, then tap Erase All Content and Settings. You need to enter your Apple Account password to confirm.

3. If you have a Wi-Fi + Cellular iPad model:

   1. If your iPad uses a physical SIM, remove it.

   2. If your iPad uses an eSIM, contact your wireless provider to get a new eSIM for your replacement device or suspend service if needed.

Pack your original iPad

Your Express Replacement Service kit includes everything you need to pack up and send your original iPad to Apple, including the boxes that your replacement iPad 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 an iPad case, power adapter, cable or other accessory. If you include extra items in the box, they won’t be returned to you.

1. Place your original iPad into the small white or natural box in which your replacement iPad arrived.

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

Ship your original iPad 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 iPad 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 — iPad“, 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.