Send only your non-working product. Any other items that you send may not be returned to you.
Note For illustrated packing instructions, see How to pack your Xbox console or Kinect sensor for shipping.
If you need information about how to remove an Xbox 360 hard drive or a disc that’s stuck in the disc tray, see:
You have the following options for getting your product serviced:
Standard repair or exchange: Microsoft will provide a shipping label for you to use to send your console or Kinect sensor to the service center.
Advance exchange: Microsoft will send a replacement product to you first, and then you'll send back your non-working item. There are a few important things to note about advance exchange:
To request advance exchange, contact Xbox Support to verify your eligibility.
Print a shipping label online: If you submitted your service order request though Device Support, you can access your shipping label online at any time. To do this, sign in to Device Support, go to Orders, and then select Reprint Shipping Label.
Print a shipping label using a link emailed to you: If you contacted Device Support to request service, you’ll receive an email that contains a link to the shipping label. Select Print label yourself in the email to access your label and print it. You can also view drop-off and pickup options. You can print or reprint your shipping label within five days of accessing the Print label yourself link. Alternatively, you can print the label at a FedEx Office Store by scanning the barcode attached to the email.
If you want to change the email address where the shipping label is sent, see “Change or cancel a service order,” below.
Please send in your product as soon as possible. If you don’t ship within 30 days, your service order is canceled and the shipping label will no longer be valid.
Note In countries or regions that offer a drop-off exchange, you must go to the drop-off center within seven days from the date you created the order.
Tracking your shipment to the service center: Use the proof of shipment or tracking number that you received at the time of shipping to check the shipment 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 center.
Tracking the shipment from the service center to you: You’ll be notified by email when the serviced product is shipped to you from the service center. The email will include a tracking number. Check the shipment 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 shipment after this time, contact Xbox Support.
For details, review the Xbox Services Terms & Conditions page. It includes information about:
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