Packing and shipping instructions for Surface devices

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.
   
   If we receive your device and it has physical damage, it will be returned to you without service. Learn more about Surface cracked screen or physical damage replacement.

2. 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.

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

4. 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

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.

PDF versions of packing instructions

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

• Surface Duo 2

• Surface Duo

• Surface Studio

• Surface Book, Surface Laptop, Surface Laptop Go, or Surface Laptop Studio

• Surface Pro

• Surface Earbuds

• Surface Headphones

Related topics

• How to prepare your Surface for service

• Learn more about Surface cracked screen or physical damage replacement

• Find the serial number on Surface devices

• Check the status of a Surface repair order