How to send your Apple TV to Apple using Express Replacement Service in the Asia-Pacific region

Choose your country or region.

We’re sorry your Apple TV isn’t working as it should.

After you’ve contacted Apple for service:

  • In Australia, you'll receive your replacement product by mail. You'll be provided with a link to a shipping label to print at home. You'll return your defective product to Apple using the shipping label.
  • In Hong Kong, New Zealand, and Singapore, you’ll receive a kit by mail that contains a replacement product with everything you need to return your defective product to Apple.
  • In Japan, a courier will bring your replacement product and collect your defective product.

Important: Be sure to return your defective Apple product so that Apple receives it within ten days of the day the replacement Apple product shipped (check your ship date). If Apple doesn't receive your Apple product within ten days, or if Apple technicians find that the Apple product has accidental damage or unauthorized modifications, you'll be charged up to the full value of the replacement Apple product. For more details, see terms and conditions.

Before you ship your Apple TV

Pack your Apple TV using the included packaging materials

Customers in Japan may proceed to the ship your Apple TV to Apple section.

  1. Put your Apple TV in the foam bag.  Do not include your power cord or Apple remote.
  2. Place the bagged Apple TV into the foam shipping box insert.
  3. Place the foam piece on top of your Apple TV so that you can see the circular cut-out on top.
  4. Close the box and tape it shut with the tape provided.

Ship your Apple TV to Apple

Select your country or region:

Australia Hong Kong Japan New Zealand Singapore

Australia

  1. Print the shipping label that Apple provided when you requested service.
  2. Take your shipping label and packaged defective Apple product to Australia Post. To find your nearest Australia Post Office, visit: auspost.com.au/locate/.*
  3. Australia Post will provide you a receipt to confirm the lodgment of the part return. Please keep your receipt.
  4. In a few days, check that Apple has received your defective Apple product.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Hong Kong

Your package will come with a pre-labeled DHL flyer to ship back your defective Apple TV.

  1. Put the packaged Apple TV into the DHL flyer and seal the flyer.*
  2. Call DHL Hong Kong Customer Service to arrange collection of your defective Apple TV at (+852) 2400 3388.  Advise DHL that you are using prepaid return service.  The customer service agent will take your details and arrange for a collection.  You will be asked to provide the following details over the phone:
    -Your Name
    -Account Number (See your DHL Express Flyer)
    -Company Name - Apple
    -Contents (See your DHL Express Flyer)
    -Weight (See your DHL Express Flyer)
    -City and postal code
    -Shipment value (See your DHL Express Flyer)
  3. You will be prompted to prepare a custom invoice.  Note that your custom invoice has been pre-printed for you.  You will find it in the pouch of the DHL flyer in which your new Apple TV was mailed.
  4. Hand the packaged defective Apple TV to the DHL courrier.
  5. Ask the courier for proof of collection.
  6. In a few days, check that Apple has received your defective Apple TV.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Japan

  1. Hand your Apple TV to the courier who brings your replacement Apple TV. Do not include your power cord or Apple remote.
  2. In a few days, check that Apple has received your defective Apple TV.

New Zealand

  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 Apple TV in the TNT satchel and seal the satchel.*
  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 - Apple TV” followed by the TNT consignment number.  
    2. Include in the email message: That you are using a prepaid satchel on account number 320792, whether your collection address is a residence or a business, and your contact 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.

In a few days, check that Apple has received your defective Apple TV.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Singapore

Your package will come with a pre-labeled DHL flyer to ship back your defective Apple TV.

  1. Put the packaged Apple TV into the pre-labeled DHL flyer and seal the flyer.*
  2. Call DHL Singapore Customer Service to arrange collection of your defective Apple TV at (+65) 6285 8888.  Advise DHL that you are using prepaid return service.  The customer service agent will take your details and arrange for a collection.  You will be asked to provide the following details over the phone:
    -Your Name
    -Account Number (See your DHL Express Flyer)
    -Company Name - Apple
    -Contents (See your DHL Express Flyer)
    -Weight (See your DHL Express Flyer)
    -City and postal code
    -Shipment value (See your DHL Express Flyer)
  3. Hand the packaged defective Apple TV to the DHL courrier.
  4. Ask the courier for proof of collection.
  5. In a few days, check that Apple has received your defective Apple TV.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Use your replacement Apple TV

  1. Make note of your new Apple TV serial number. Your replacement Apple TV is covered by a 90-day service warranty or the remainder of your Apple TV one-year limited warranty or AppleCare agreement, whichever is longer.
  2. Set up your replacement Apple TV.

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