How to send your iPhone to Apple for service from the Asia-Pacific region

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

Need a different country or region?

Before you ship your iPhone

Follow these steps before you send your iPhone in for repair or replacement. If it won't turn on or respond, finish as many steps as possible:

1. Back up your iPhone.

2. Remove your iPhone from your Apple ID device list.

3. Erase your iPhone, then power it down.

4. Remove the SIM card from your iPhone if it uses one, and keep it in a safe place. If your iPhone uses an eSIM, contact your wireless service provider to suspend service, if necessary.

Pack your iPhone

Customers in Australia and Japan may proceed to the Send your iPhone to Apple section.

1. Place your iPhone in the bag. Do not include your stereo headset, USB cable, power adapter, or other accessories. If you include extra items in the box, we are unable to return them to you.

   

2. Place the bag in the shipping box.

   

3. Seal the box with tape.* If there is a battery sticker pasted on the outside of the box, please make sure the battery sticker is not obstructed.

   

Send your iPhone to Apple

Select your country or region*:

Australia

You'll be provided with a link to a shipping label to print at home. Return your product to Apple using the shipping label.

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

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

3. Australia Post will package your product and provide you a receipt to confirm the lodgment of your return. Don't include your stereo headset, USB cable, power adapter, SIM card, or other accessories with your package. If you include extra items, we are unable to return them to you.*

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

Japan

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

1. Hand your iPhone to the courier. Do not include your stereo headset, USB cable, power adapter, SIM card, or other accessories. If you include extra items, we are unable to return them to you.*

2. In a few days, check that Apple has received your product.

Malaysia

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

1. Place your product in the box and seal the box with the provided tape. Don't include your stereo headset, USB cable, power adapter, SIM card, or other accessories in the box. 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.

4. 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.

5. Hand the packaged product to the courier.

6. 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 your stereo headset, USB cable, power adapter, SIM card, or other accessories in the satchel. 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

• Use the subject line “Apple collection - iPhone” followed by the TNT consignment number.

• 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 provide your phone number.

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

OR

• Call TNT Customer Service on 0800 275 868 and mention that you are using a prepaid satchel on account number 320792, note whether your collection address is a residence or a business, and provide your phone number.

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

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

Use your iPhone after service

Record the serial number of your replacement iPhone. 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 rights may also apply to your replacement product where applicable.

Learn how to use your iPhone after service.