Applies ToSurface Devices Surface

Follow these packing and shipping instructions before sending us your device. For info on backing up your data before service, go to How to prepare your Surface for service.

For info about backing up your data on Surface Duo before service, see Prepare your Surface Duo for service.

Note: Make sure you remove the following items before shipment, unless otherwise directed by your service order instructions:

  • Surface Type Cover (like a Touch Cover or Type Cover)

  • USB devices like a keyboard, mouse, or flash drive

  • Memory card from the SD card slot

  • SIM card from the SIM card slot

  • Surface Power Supply

  • Surface Dock

  • Headphones, audio adapter, and other audio cables

  • Surface Pen

Pack and ship your Surface

When you're ready to pack your device, follow these steps:

  1. Check for physical damage. Physical damage (such as a cracked screen) isn't covered under the terms of the Standard Limited Warranty. Physical damage replacement will require a paid out-of-warranty exchange unless the device is covered by accidental damage protection. For more information see, Get service for your out of warranty or damaged Surface.

  2. ​​​​​​​If we receive your device and it has physical damage, it will be returned to you without service.

    • If you receive your device back due to physical damage, you can start an out-of-warranty service order online or you can check out our new devices at Surface deals - Microsoft Store.​​​​​​​

  3. Verify that the serial number of your device matches the service order. Shipping the wrong serial number may result in delays or cancellation of your service request. Find the serial number on Surface devices.

  4. If you’re sending in your Surface Book for service, include both the display (sometimes called the “Clipboard”) and the keyboard.

  5. After your device is properly packaged and ready to be shipped, you can locate your shipping label in your email inbox. As a reminder, your email service may route this to your junk or spam folder. For more information go to Check the status of a Surface repair order, cancel the order, or print a shipping label.

You can review the progress of your order at https://account.microsoft.com/devices by clicking on your device.  

Important: You might be charged the price of missing spare parts or components, including but not limited to the Solid State Drive (SSD).

PDF versions of packing instructions

For more info, download a PDF of the packing instructions for your specific device. 

Important:

Keep your shipping receipt and make sure that you’re given a tracking number for your package. The original retail box should not be used for shipment. It will not be returned to you.

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