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

Shipping questions

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

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

  • Make sure you provide adequate padding around the product.
  • Use a sturdy shipping box.
  • Make sure the product fits snugly in the box.
  • The shipping box you use will 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:

What are my service options?

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:

  • A service fee may apply.
  • You must provide credit card details for an advance exchange. A hold for the value of the console or Kinect sensor will be placed on your credit card.
  • You're responsible for sending in the non-working product within 14 days after receiving the replacement to avoid having your credit card charged.

To request advance exchange, contact Xbox Support to verify your eligibility.

How do I print my shipping label?

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.

Do I need to ship my product right away?

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.

How do I track my shipment?

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.

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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