How to send your AirPods Max to Apple for repair from the Asia-Pacific Region

If you need a repair to your AirPods Max, here's how you prepare and return your device to Apple.

Need a different country or region?

Before you pack your AirPods Max

Customers in Japan may proceed to the Ship your AirPods Max to Apple section.

1. Remove the ear cushions from your AirPods Max.

   

Pack your AirPods Max

1. Place each ear piece in a separate bag.

   

2. Rotate the ear pieces so they face down and place the AirPods Max into the molded plastic insert. Then place the top on the small box.

   

3. Place the small box in the shipping box. Don't include accessories in your package (such as your ear cushions or charging cable). If you include extra items, we are unable to return them to you*

   

4. Close the shipping box.

   

5. Seal the shipping box with tape. If there is a battery sticker pasted on the shipping box, please do not obstruct the battery sticker.

   

Ship your AirPods Max to Apple

Choose your country or region:

Australia

You will receive a kit that contains everything you need to return your product to Apple. Return your product to Apple using the shipping box you receive from Apple.

1. Package your product. Don't include accessories in your package (such as your ear cushions or charging cable). If you include extra items, we are unable to return them to you*

2. Print the shipping label that Apple provided when you requested service.

3. Take your shipping label and packaged product to Australia Post. To find your nearest Australia Post Office, visit: auspost.com.au/locate/.

4. Australia Post will provide you a receipt to confirm the lodgment of your return.

5. Check that Apple has received your product, in a few days.

Japan

A courier will bring a box to collect your product for service.

1. Hand your headphones to the courier. Do not include accessories with your product (such as your ear cushions or charging cable). If you include extra items with your product, we are unable to return them to you.*

2. Check that Apple has received your product, in a few days.

Malaysia

A courier will bring a box to collect your product for service.

1. Package your product in the box and seal the box with the provided tape. Don't include accessories in the box (such as your ear cushions or charging cable). If you include extra items, we are unable to return them to you.*

2. Paste the Return Airway Bill (AWB) on the box, and make sure that the Return AWB label completely covers the original AWB label.

3. The courier will wait for up to 10 minutes for you to prepare and pack your device.

   • If you are unable to pack your device within the 10-minute time frame, the courier will depart without the package. Once you have completed packing your device, make arrangements for the courier to collect your device by calling the GD Express Malaysia Customer Service hotline at 03-7787-6776, Monday through Friday 8:30 a.m. to 5:30 p.m., or Saturday 8:30 a.m. to 12:30 p.m. You will be asked to provide customer service with the Return AWB number from the pre-printed AWB provided in the box.

4. Hand the packaged product to the courier.

5. After courier pickup, you can track your shipment at https://www.gdexpress.com/malaysia/e-tracking/.

New Zealand

You’ll receive a kit that contains everything you need to return your product to Apple.

1. Remove the TNT shipping label from the box. Next to the barcode on the shipping label, look for the consignment number, which begins with “GE.” Make a note of the number.

2. Put the packaged product in the TNT satchel and seal the satchel. Don't include accessories in the satchel (such as your ear cushions or charging cable). If you include extra items, we are unable to return them to you.*

3. Place the shipping label in the satchel’s clear plastic pocket.

To arrange a collection, either:

• Write an email

  1. Use the subject line “Apple collection - AirPods Max” followed by the TNT consignment number.

  2. In your email, please mention that you are using a prepaid satchel on account number 320792, note whether your collection address is a residence or a business, and include your phone number.

  3. Send the email to customerservice.nz@tnt.com.

OR

• Call TNT Customer Service on 0800 275 868 and provide all the information in step 2 of “Write an email” above.

TNT will provide the booking reference number and collection date in response to your email or phone call.

Check the status of your service request.

Use your replacement AirPods Max

Record the serial number of your replacement product. Your replacement Apple product is covered by a 90-day service warranty, or the remainder of your original product warranty or AppleCare plan, whichever is longer. Consumer law may also apply to your replacement product where applicable.

Learn to use your AirPods Max.