Shipping and repair options for service orders

If you have a Surface you need to send in, make sure it's registered to your account. For more info, see Manage devices used with your Microsoft account.

Once you've registered your device, here's how to start an order:

1. Go to account.microsoft.com/devices and sign in.

2. Select the device that needs service and select Start order.

Here are the Surface devices and accessories that can get service this way:

Surface model	List of models
Surface Book	All models
Surface Duo
Surface Go
Surface Laptop
Surface Pro
Surface Studio

Surface accessory	List of models
Surface Dock	Surface Dock 2 only
Surface Earbuds	All models
Surface Headphones	All models
Surface Slim Pen	All models
Surface Type Cover	All models

If you don't see your accessory listed, see the next section.

If you have an accessory that wasn't listed in the previous section, here's what to do:

1. Go to account.microsoft.com/devices and sign in.

2. Select a registered Surface device, then select Start order.

3. For Category, select Accessory.

4. For Issue type, select the accessory.

5. Fill in the note and continue to complete your service order.

If you have an Xbox that you need to send in, make sure it's registered to your account. for more info see Manage devices used with your Microsoft account.

Once you've registered your device, here's how to start an order: 

1. Go to account.microsoft.com/devices and sign in.

2. Select the device that needs service, then select Start order.

Here are the Xbox devices and accessories that can get service this way: 

Xbox model	List of models
Xbox 360	All models
Xbox One
Xbox Series X
Xbox Series S

Xbox accessory	List of models
Xbox Elite Controller	Xbox Elite Controller Series 2
Xbox Wireless Controller	Xbox Wireless Controller with Share button (2020)
Xbox Wireless Headset	Xbox Wireless Headset (2021)

If you have an accessory that wasn't listed in the previous section, here's what to do: 

1. Go to account.microsoft.com/devices and sign in.

2. Select a registered Xbox, then select Start order.

3. For Category, select Accessory.

4. For Issue type, select Accessory.

5. Fill in the note and continue to complete your service order.

If you have an different Microsoft accessory, or it wasn't listed in the Surface or Xbox sections, you'll need to contact us.

Here's a list of those accessories:

• Microsoft mice

• Microsoft keyboards

• Microsoft webcams

• Other adapters and accessories:

  • Microsoft USB-C Travel Hub

  • Microsoft USB Ethernet Adapter

  • Microsoft HDMI to ? Adapter

  • Surface Pen

  • Surface Dial

Depending on your country or region, here are the shipping options that might be available to you.

Standard shipping

We'll provide you a prepaid shipping label that you can print and attach to your own shipping box or with a courier (in select markets).

Expedited shipping

You'll get up and running faster than standard shipping. Expedited shipping availability varies by market. Charges may apply.

Walk-in center

In some markets, you may be able to visit a service center for in-person support. Service centers for in-person support. 

Depending on your country or region, here are the shipping options that might be available to you.

Same unit repair (Availability varies by market)

If you choose same unit repair, you'll need to ship your device to us first. Once we receive it, it will be extensively tested, cleaned, and repair with Microsoft genuine parts. If it passes the extensive testing and is found to be functioning normally, it will be reset to factory settings before returning to you. If we can't repair your device, it will be replaced with a similar refurbished device. 

Standard exchange

You'll need to ship your device before a refurbished replacement device is sent to you. You'll need to provide your own packing material to ensure your device or accessory arrives safely to us. For packing tips, see Packing and shipping instructions for Surface devices or How to pack your Xbox console, Kinect sensor, or Xbox accessory for shipping.

Advanced exchange (Availability varies by market)

With advanced exchange, a refurbished replacement device or accessory will be sent to you first. You have 14 days to return your original device. To use this service, you'll need to provide your credit card information.

Send immediately 

A refurbished replacement accessory will be sent to your first. You don't need to return your non-functional accessory. 

Here's how to check your order status:

1. Sign in to account.microsoft.com/devices and sign in.

2. Select the device that has an active service order.

Here are the different status messages you might see for your order.

Your order is created

You'll receive an email with what you need to do, based on the shipping and repair options you chose. Check your spam folder if you don't see an email within 24 hours of creating your order.

Your package is on its way to us

You already shipped your device or still need to ship it. There may be a delay from the time that the carrier notes delivery to the time that we acknowledge we received it.

Your package has arrived

We acknowledged that we received your package and will start service.

Your service order has been processed

Your device has been inspected and the next step is for your device to be returned to you. In most cases, you'll receive a notification of shipment within 6 to 8 business days. If you're experiencing delays, it might be due to inventory or shipping.

Your device has shipped

Your device is on its way to you and you'll receive an email with tracking information. If you didn't get an email, sign in to account.microsoft.com/devices and select the device to see tracking information. It can take 24 hours for shipping information to appear. 

Your order is complete

We've received confirmation that your replacement device was delivered to the shipping address you provided.