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 will 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 your replacement iPad arrived in – a small box to place your device in and a larger delivery 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 delivery 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.

Send your original iPad to Apple

Your package contains a pre-printed DHL Return Air WayBill (AWB) label. Use this label and the box that your replacement iPad arrived in to return your original iPad.

1. Attach the provided DHL Return AWB label on the box, covering the original AWB label completely.

2. To arrange collection, call DHL Singapore Customer Service: (+65) 6285 8888

   1. Mention that you’re using pre-paid return service.

   2. Provide your name, company name (Apple), account number and AWB number (found on the DHL Return AWB label), contents (electronic product) and number of pieces (1), weight (1 kg), pick-up address and time, and your phone number.

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

Apple will release the temporary hold on your card after we’ve processed your original device and confirmed that the issue is covered. If your original device is not returned within 10 working days or is found ineligible for servicing due to unauthorised modifications or severe damage, the hold will be charged to your card.