This help article provides detailed instructions for customers on how to properly mail a damaged device for repair or replacement. Follow the steps below to ensure a smooth and efficient process.
Step 1: Gather the necessary materials
Before mailing your damaged device, make sure you have the following items ready:
Prepaid shipping label (attached)
Packaging from your replacement device (if available)
Plastic bag (for liquid-damaged devices)
Backup or remove personal data (e.g., iCloud, accounts)
Step 2: Prepare the packaging
To minimize waste and protect the environment, we encourage you to use the original packaging in which your replacement device arrived. If you no longer have it, find a suitable box or padded envelope that provides adequate protection for your damaged device.
Step 3: Pack the damaged device
Follow these steps to properly pack your damaged device:
Power off the device completely.
If your device suffered liquid damage, place it in a plastic bag to prevent any potential leaks during transit. Seal the bag securely.
Carefully place the device inside the packaging, ensuring it is snug and well-protected. Add additional padding if necessary to prevent movement during shipping.
If there are any loose or detachable parts (such as cables, chargers, or accessories), pack them separately or secure them inside the packaging to avoid damage.
Step 4: Attach the prepaid shipping label
Locate the attached prepaid shipping label and securely affix it to the outside of the packaging. Ensure that the label is clearly visible and readable.
Step 5: Remove personal data
To protect your privacy and security, it is essential to remove personal data from your damaged device. Follow these guidelines:
For iOS devices: Back up your data to iCloud or iTunes, and then erase all content and settings from the device. This can be done in Settings > General > Reset > Erase All Content and Settings.
For Android devices: Perform a factory reset to erase all data. Go to Settings > System > Reset > Factory data reset.
Note: It is crucial to back up your data before erasing it to ensure you don't lose any important information.
Step 6: Arrange shipping
Once your device is securely packed and the prepaid shipping label is attached, contact the shipping carrier specified on the label to arrange the pickup or drop-off of your package. Keep any tracking numbers or receipts provided for reference.
By following these instructions, you can safely and efficiently mail your damaged device for repair or replacement. If you have any further questions or concerns, please reach out to our customer support team for assistance.