How to pack your Xbox console, Kinect sensor, or Xbox accessory for shipping

Before you send in your Xbox console, Kinect sensor, or Xbox accessories like controllers for service, you’ll want to make sure they’re properly packed for shipping. This page illustrates the recommended way to pack your product.

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

On this page

How to pack your Xbox console or Kinect sensor

Follow these tips and the illustrated steps below.

  • 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.

Step 1

Disconnect your power supply, Kinect, vertical stand (Xbox One S and Xbox One X only), and all accessories from the console.

Xbox One S console
Xbox One S console
Original Xbox One console
Original Xbox One console

If you need information about how to remove an Xbox 360 Hard Drive or a disc that’s stuck in either console, see:

Note The Xbox One S All-Digital Edition doesn’t include an optical disc drive.

Step 2

  • Obtain a shipping box and bubble wrap.
  • Wrap your device with bubble wrap and put the device in the box.
  • Make sure the console fits snugly to reduce possible shipping damage. Microsoft is not responsible for any shipping damage.

Step 3

  • Seal the box with packing tape.
  • Attach the shipping label to the box.
  • Write down the tracking number from the shipping label.
  • Ship the package and keep your shipping receipt. You are responsible for any pickup charges.
  • You can visit Device Support to check your repair status at any time.

Important Do not send any of the following with your shipment:

If you have further questions about sending in your product for service, see Getting your Xbox console or Kinect sensor serviced.

How to pack your Xbox accessory

Follow these tips:

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

Important

  • Make sure you write your service request number on the outside of the box.
  • When sending an accessory such as your Xbox controller into our service center, make sure to keep all removable parts with you before shipping. If you have an Elite controller, this includes D-pads, paddles, and thumbsticks. For Xbox adaptive controllers, do not send any of the additional accessories.

Packing instructions:

  1. Remove batteries, cables, or any other removable part that’s connected to your accessory.
  2. Obtain a shipping box and bubble wrap.
  3. Wrap your device with bubble wrap and put the device in the box.
  4. Make sure the accessory fits snugly. Microsoft is not responsible for any shipping damage.
  5. Seal the box with packing tape.
  6. Write your service request number on the outside of the box.
  7. Ship the package and keep your shipping receipt. You are responsible for any pickup charges.
  8. You can visit Device Support to check your repair status at any time.

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