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Packing and posting your Xbox console or Kinect sensor for service FAQ

Delivery questions

How do I pack my console or Kinect sensor for postage?

Send only your non-working product. Any other items that you send may not be returned to you.

  • Make sure that you provide adequate padding around the product.
  • Use a sturdy postage box.
  • Make sure that the product fits snugly in the box.
  • The postage box you use will not be returned to you.

If you need information about how to remove an Xbox 360 hard drive or a disc that’s stuck in the disc tray, see:

What are my postage options?

Get a postage box: A delivery box will be sent to you for sending the non-working product to the service centre.

Notes

  • Microsoft pays for console or Kinect sensor postage, both to and from our service centre. Postal insurance is not necessary if you use the posting options that we provide.
  • Ask for (and save) proof of postage or the tracking number when you send the product.

Do I need to post my product right away?

Please send in your product as soon as possible. If you don’t send within 30 days, your service order is cancelled.

Note In countries or regions that offer a drop-off exchange, you must go to the drop-off centre within seven days from the date you created the order.

How do I track my delivery?

Tracking your package to the service centre: Use the proof of postage or tracking number that you received at the time of posting to check the postage status at the carrier’s website, or contact the carrier for more information. Email notification will be sent to you once your product is received at the service centre.

Tracking the package from the service centre to you: You’ll be notified by email when the serviced product is sent out to you from the service centre. The email will include a tracking number. Check the delivery status at the carrier’s website, or contact the carrier for information.

Note It can take up to seven days for the shipping status to update on the carrier’s website. If you don’t see any status changes on your package after this time, contact Xbox Support.

What are the Xbox Services Terms & Conditions?

For details, review the Xbox Services Terms & Conditions page. It includes information about:

  • Liability for damage during shipping
  • Special edition or custom Xbox products
  • Warranty and extended service plan coverage.

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