Send your iPhone 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 send in your iPhone

  1. Back up your iPhone

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

  3. If your iPhone uses a physical SIM card, remove it and keep it in a safe place. If your iPhone uses an eSIM, contact your wireless service provider to suspend service.

  4. Power down your iPhone.

Pack your iPhone

When you pack your iPhone, don’t include anything else in the box — such as a phone case, power adapter, USB cable or other accessory. If you do, they won’t be returned to you.

  1. Place your iPhone in the bag.

  2. Place the bag in the postage box and close the box. Make sure the battery sticker is pasted flat on the box and isn’t covered by tape or a postage label.

Send your iPhone to Apple

After packing your product, use the TNT satchel to complete the delivery process:

  1. Remove the TNT postage label from the box.

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

  3. Put your packaged iPhone 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 — iPhone” 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

    • Explain 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 is not responsible for any damage sustained during transit.

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