Packing and shipping your Xbox 360 console or Kinect sensor for service FAQ

Find the answers to commonly asked questions about packing and shipping your product for service.

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 and make sure the product fits snugly in the box to reduce the risk of shipping damage. The shipping box that you use will not be returned to you.

What are my shipping options?

Print a shipping label: Print a prepaid UPS shipping label on your printer, attach the label to your shipping box, and ship the console to our service center.

Note

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

How do I print my shipping label?

If you submitted your service order request though the Xbox Online Service Center: You can access your shipping label online at any time.

If you contacted Xbox Support to request service: You will receive an email that contains a link to the shipping label.

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 cancelled and the shipping label will no longer be valid.

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.

What is the service center address?

Do not send the console or Kinect sensor without a service order number. Microsoft is not responsible for the loss of the product if it is not registered for service, if it is shipped with another carrier, or if it is shipped to the wrong address.

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