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Repair and Delivery Support with AppleCare Services

Applications are no longer accepted as of May 16, 2022 (Monday). 

The new Repair and Delivery Support with AppleCare Services & iCloud+ compensation service is available starting May 17, 2022 (Tuesday).

Repair and Delivery Support with AppleCare Services & iCloud+ (in Japanese only)
Click here for iPad

We provide a product warranty with Apple's official warranty service AppleCare Services. 

Furthermore, we also provide compensation that will deliver a device which is the equivalent of a new device if you call or apply via the web when your device is lost or stolen. 

  • Customers can apply for this service only at the time of iPhone / iPad purchase. If canceled, this service cannot be reinstated until a new iPhone / iPad is purchased.

Video explainer: Repair and Delivery Support with the AppleCare Services Loss / Theft Compensation Delivery Service

Monthly charge

iPhone 13 Pro Max / iPhone 13 Pro / iPhone 12 Pro Max / iPhone 12 Pro / iPhone 11 Pro Max / iPhone 11 Pro / iPhone XS Max / iPhone XS / iPhone X

¥1,309 (tax included)

iPhone 13 / iPhone 13 mini / iPhone 12 / iPhone 12 mini / iPhone 11 / iPhone XR / iPhone 8 Plus / iPhone 7 Plus / iPhone 6s Plus / iPhone 6 Plus

¥979 (tax included)

iPhone SE (3rd generation) / iPhone SE (2nd generation) / iPhone 8 / iPhone 7 / iPhone 6s / iPhone 6

¥868 (tax included)

iPhone SE (1st generation)

¥777 (tax included)

Click here for "iPhone / iPad Repair Support" for au Smart Pass Premium members (in Japanese only)
Click here for "iPhone / iPad Repair Support" for au Smart Pass members (in Japanese only)

Product warranty

Protection, repairs, and support for your iPhone 

AppleCare+icon

AppleCare Services includes hardware repair services and technical support by Apple. These services include priority access to an Apple specialist, hardware repairs using genuine Apple parts, and repairs or replacements by a directly managed Apple Store or by a certified engineer from an authorized Apple service provider.

Technical Support

Technical Support icon
  • Priority access to an Apple specialist by chat or telephone
  • Software support for iOS, iCloud, and genuine Apple iOS applications

Repair Services

Repair Services icon
  • Hardware product guarantee for iPhones, batteries, and included accessories
  • Repair and other services for damage due to negligence or accident (damage from dropping and contact with liquids)

    Number of compensations: max. 2 times over 1 year.

About fees paid by customers

Service overview

Fees paid by customers

Technical Support

Chat or telephone

Free of charge

Repair Services

Hardware product guarantee for iPhones, batteries, and included accessories.

Free of charge *1

Damage due to negligence or accident

  • Screen repair: ¥3,700 (including tax)
  • Rear glass repair: ¥3,700 (including tax) *2
  • Other repairs: ¥12,900 (including tax) *3
  1. Repair services may be used in the event that a material or manufacturing defect occurs in an iPhone or the included accessories or if the capacity retained by the battery is less than 80% of the original capacity.
  2. Service charges for back glass damage apply to iPhone 12 and iPhone 13 models only.
  3. If you wish to use the express replacement service, a fee is required for screen damage, rear glass damage, and other repairs.

Loss / theft compensation delivery service

au

This service delivers a device which is the equivalent of a new device in the event that the iPhone or iPad being used is lost or stolen. The replacement may be delivered to you as quickly as the same day *4, however generally it will be delivered on the day following your application *5.

*A maximum of 2 compensations over 1 year.

*In the event of loss or theft, file a report with the police department before contacting KDDI. When a compensation application is filed, you will be asked for the name of the police department where the report was filed as well as the date and file number of the report for verification.

Fees paid by customers

Uniform charge of ¥12,900 (including tax) *6

  1. Covered destinations include the Tokyo metropolitan area, Kanagawa Prefecture, Saitama Prefecture, Chiba Prefecture, Gunma Prefecture, Ibaraki Prefecture, Tochigi Prefecture, Yamanashi Prefecture, Osaka Prefecture, Kyoto Prefecture, Hyogo Prefecture, Shiga Prefecture, Nara Prefecture, and Wakayama Prefecture.
    *Excluding some areas. Covers applications that are received and completed by 11:00 on that day.
  2. Delivered on the following day except in some areas and remote islands.
  3. A separate service charge of ¥2,200 (including tax) is required when reissuing a SIM card.
Apply for the loss / theft compensation delivery service (in Japanese only)

Applications are limited to persons who have subscribed to the following services.

  • Repair and Delivery Support with AppleCare Services
  • Repair and Delivery Support with AppleCare Services & iCloud strage
Point 1

3-hour express delivery

If the delivery destination is within the eligible area, the replacement can be delivered within 3 hours *7 after completing your application.

  • Eligible areas: 23 wards of Tokyo and within Osaka City
  • Hours: 9:00-17:00
  • Charge: ¥3,300 (including tax) per use
  1. Delivery may be delayed in the event of bad weather or poor traffic conditions.
    Hours may be shortened or suspended during the Obon season, during the end of year and New Year holidays, and other periods when traffic congestion is expected.
Point 2

Same day delivery

The replacement may be delivered as quickly as the same day in the Kanto *8 and Kansai regions if you submit your application by 11:00 AM.

  1. Including Yamanashi Prefecture
Point 3
NEW

Picking up in a convenience store

If you apply online, you can choose to pick up your replacement phone in a convenience store.
Point 4
NEW

Receiving shipments at the delivery pickup locker

When applying on the web, you can choose delivery to the delivery pickup locker.

Notes

  • You can only subscribe to the "Repair and Delivery Support with AppleCare Services" when purchasing an iPhone at an au Style / au shop or stores carrying au products. If canceled, this service cannot be reinstated until a new iPhone / iPad is purchased.
  • Billing of the monthly fee will start from the billing of the charges for the month in which the option is purchased (In some cases, billing may begin the month after the option is purchased.)
  • If you subscribe or cancel during the middle of the month, the rate is not calculated on a prorated basis.
  • When purchasing a new au mobile phone by changing a model or adding a device, you can select whether to continue or cancel the subscription to the Repair and Delivery Support with AppleCare Services for the previous au mobile phone.
  • In the case of transfer or succession of the au mobile phone, the Repair and Delivery Support with AppleCare Services is carried over to the new customer.
  • If you cancel the au contract, you can select whether to continue or cancel the subscription to the Repair and Delivery Support with AppleCare Services.
  • When implementing number transfer from au to UQ mobile or povo2.0, the Repair and Delivery Support with AppleCare Services continues and the monthly fee will be charged. However, if the number transfer procedure is performed at an au Online Shop, the user can select whether to continue or cancel the service.
  • For details, check the "Repair and Delivery Support with AppleCare Services" Terms of Service.
  • The contents of these terms are subject to change.

If you are asked to submit a "purchase certificate" by Apple

One of the following documents from the time of product purchase may be required as an application document when receiving repair and replacement services. Be sure to carefully store your application documents. 

Application documents 

  • au Communications Services Contract Application / UQ Mobile Communications Services Contract Application
  • Model Change Application
  • Additional Device Application
  • Individual Credit Agreement Application
Customers who have their application document processed with an "electronic signature" when subscribing at an au shop may verify their document on My au for a period of six months from the date it was received. Please save or print the web page for safe keeping (may also be saved as a screenshot image).

Displaying the "Repair and Delivery Support with AppleCare Services" on an iPhone at the time of subscription

The "Repair and Delivery Support with AppleCare Services" subscription status can be verified (see Image 1) on your iPhone (display "Settings" > "General" > "About" > "AppleCare Services"). 

After applying for "Repair and Delivery Support with AppleCare Services", it may take several days for the subscription status to be updated on your device. Please note that if you apply for AppleCare+ from the "AppleCare+ Coverage Available" link before the status is updated, the "Repair and Delivery Support with AppleCare Services" application will become invalid (see Image 2).

<Image 1 Display during subscription>

<Image 2 Display while the status is being updated> 

Product warranty (four-year warranty from the time of subscription)

Protection, repairs, and support for your iPhone 

AppleCare+icon

AppleCare Services includes hardware repair services and technical support by Apple. These services include priority access to an Apple specialist, hardware repairs using genuine Apple parts, and repairs or replacements by a directly managed Apple Store or by a certified engineer from an authorized Apple service provider.

Technical Support

Technical Support icon
  • Priority access to an Apple specialist by chat or telephone
  • Software support for iOS, iCloud, and genuine Apple iOS applications

Repair Services

Repair Services icon
  • Hardware product guarantee for iPhones, batteries, and included accessories
  • Repair and other services for damage due to negligence or accident (damage from dropping and contact with liquids)

    Number of compensations: max. 4 times over 4 years.

About fees paid by customers

Service overview

Fees paid by customers

Technical Support

Chat or telephone

Free of charge

Repair Services

Hardware product guarantee for iPhones, batteries, and included accessories.

Free of charge *1

Damage due to negligence or accident

  • Screen repair: ¥3,700 (including tax)
  • Rear glass repair: ¥3,700 (including tax) *2
  • Other repairs: ¥12,900 (including tax) *3
  1. Repair services may be used in the event that a material or manufacturing defect occurs in an iPhone or the included accessories or if the capacity retained by the battery is less than 80% of the original capacity.
  2. Service charges for back glass damage apply to iPhone 12 and iPhone 13 models only.
  3. If you wish to use the express replacement service, a fee is required for screen damage and other repairs.

Loss / theft compensation delivery service  (four-year warranty from the time of subscription)

au

This service delivers a device which is the equivalent of a new device in the event that the iPhone or iPad being used is lost or stolen. The replacement may be delivered to you as quickly as the same day *4, however generally it will be delivered on the day following your application *5.

*A maximum of 2 compensations over 4 year.

*In the event of loss or theft, file a report with the police department before contacting KDDI. When a compensation application is filed, you will be asked for the name of the police department where the report was filed as well as the date and file number of the report for verification.

Fees paid by customers

Uniform charge of ¥12,900 (including tax) *6

  1. Covered destinations include the Tokyo metropolitan area, Kanagawa Prefecture, Saitama Prefecture, Chiba Prefecture, Gunma Prefecture, Ibaraki Prefecture, Tochigi Prefecture, Yamanashi Prefecture, Osaka Prefecture, Kyoto Prefecture, Hyogo Prefecture, Shiga Prefecture, Nara Prefecture, and Wakayama Prefecture.
    *Excluding some areas. Covers applications that are received and completed by 11:00 on that day.
  2. Delivered on the following day except in some areas and remote islands.
  3. A separate service charge of ¥2,200 (including tax) is required when reissuing a SIM card.
Apply for the loss / theft compensation delivery service (in Japanese only)

Applications are limited to persons who have subscribed to the following services.

  • Repair and Delivery Support with AppleCare Services
  • Repair and Delivery Support with AppleCare Services & iCloud strage
Point 1

3-hour express delivery

If the delivery destination is within the eligible area, the replacement can be delivered within 3 hours *7 after completing your application.

  • Eligible areas: 23 wards of Tokyo and within Osaka City
  • Hours: 9:00-17:00
  • Charge: ¥3,300 (including tax) per use
  1. Delivery may be delayed in the event of bad weather or poor traffic conditions.
    Hours may be shortened or suspended during the Obon season, during the end of year and New Year holidays, and other periods when traffic congestion is expected.
Point 2

Same day delivery

The replacement may be delivered as quickly as the same day in the Kanto *8 and Kansai regions if you submit your application by 11:00 AM.

  1. Including Yamanashi Prefecture
Point 3
NEW

Picking up in a convenience store

If you apply online, you can choose to pick up your replacement phone in a convenience store.
Point 4
NEW

Receiving shipments at the delivery pickup locker

When applying on the web, you can choose delivery to the delivery pickup locker.

Notes

  • You can only subscribe to the "Repair and Delivery Support with AppleCare Services" when purchasing an iPhone at an au Style / au shop or stores carrying au products. If canceled, this service cannot be reinstated until a new iPhone / iPad is purchased.
  • Billing of the monthly fee will start from the billing of the charges for the month in which the option is purchased (In some cases, billing may begin the month after the option is purchased.)
  • If you subscribe or cancel during the middle of the month, the rate is not calculated on a prorated basis.
  • When purchasing a new au mobile phone by changing a model or adding a device, you can select whether to continue or cancel the subscription to the Repair and Delivery Support with AppleCare Services for the previous au mobile phone.
  • In the case of transfer or succession of the au mobile phone, the Repair and Delivery Support with AppleCare Services is carried over to the new customer.
  • If you cancel the au contract, you can select whether to continue or cancel the subscription to the Repair and Delivery Support with AppleCare Services.
  • When implementing number transfer from au to UQ mobile or povo2.0, the Repair and Delivery Support with AppleCare Services continues and the monthly fee will be charged. However, if the number transfer procedure is performed at an au Online Shop, the user can select whether to continue or cancel the service.
  • For details, check the "Repair and Delivery Support with AppleCare Services" Terms of Service.
  • The contents of these terms are subject to change.

If you are asked to submit a "purchase certificate" by Apple

One of the following documents from the time of product purchase may be required as an application document when receiving repair and replacement services. Be sure to carefully store your application documents. 

Application documents 

  • au Communications Services Contract Application / UQ Mobile Communications Services Contract Application
  • Model Change Application
  • Additional Device Application
  • Individual Credit Agreement Application
Customers who have their application document processed with an "electronic signature" when subscribing at an au shop may verify their document on My au for a period of six months from the date it was received. Please save or print the web page for safe keeping (may also be saved as a screenshot image).

Displaying the "Repair and Delivery Support with AppleCare Services" on an iPhone at the time of subscription

The "Repair and Delivery Support with AppleCare Services" subscription status can be verified (see Image 1) on your iPhone (display "Settings" > "General" > "About" > "AppleCare Services"). 

After applying for "Repair and Delivery Support with AppleCare Services", it may take several days for the subscription status to be updated on your device. Please note that if you apply for AppleCare+ from the "AppleCare+ Coverage Available" link before the status is updated, the "Repair and Delivery Support with AppleCare Services" application will become invalid (see Image 2).

<Image 1 Display during subscription>

<Image 2 Display while the status is being updated> 

Product warranty

Technical Support

Technical Support icon

Contact the following number to receive technical support.

詳しく

Apple Support

0120-277-535

詳しく

Repair Services

Repair Services icon

You can apply for repairs over the telephone, via the web, or through a store visit.

Apply through Apple support

0120-277-535

Express Replacement Service

A replacement (device) will be delivered within several days after your application. 

Click here for details about the express replacement service (in Japanese only)

Pick-up and delivery repair service

A service provider designated by Apple will come to pick up your device. The product will be diagnosed, and an eligible device or replacement will be delivered based on the diagnostic results.

Click here for Apple support (in Japanese only)

Visit a store to apply

Bring in for repair

Bring your device to a nearby Apple Store or official service provider to have an Apple expert repair your device. (Reservation required) 

Click here to search for Apple Stores and official service providers to make a reservation (in Japanese only)

au iPhone and iPad store repair services *1

Store repairs are available through au Style, and collect-and-repair services are available at au shops. (Reservation required) 

Click here to search for participating shops to make a reservation (in Japanese only)
  1. Includes only some au Style / au shops.

Loss / theft compensation delivery service

How to apply

Steps to receiving delivery of your replacement mobile phone

  • 1

    Application

    Apply online or by phone.

    Limited to persons who have subscribed to the "Repair and Delivery Support with AppleCare Services" or "Repair and Delivery Support with AppleCare Services & iCloud Storage"

  • 2

    Delivery

    A replacement mobile phone is delivered to the specified address.

    The replacement mobile phone will be delivered as quickly as the same day in the Kanto *2 and Kansai regions if you submit your application by 11:00 AM. For other areas and application times, the replacement will generally be delivered on the following day.

    When applying on the web, you can choose delivery to a convenience store or delivery pickup locker.

    1. Including Yamanashi Prefecture

    If the delivery destination is within the 23 wards of Tokyo or Osaka City, the replacement can be delivered within 3 hours after completing your application for a charge of ¥3,300 (including tax).

  • 3

    Various procedures after the arrival of your replacement phone delivery

    Check the "Loss / Theft Support Guidebook" included with the delivered mobile phone. 

    If you do not have the guidebook at hand, check the link below. 

    Loss / Theft Support Guidebook (in Japanese only) (2.6MB)
    1. Service start procedure

      Insert the au IC card (SIM card) before turning on the replacement mobile phone which was delivered. The au IC card (SIM card) service start procedure must be completed within 14 days after delivery. Contact the iPhone Loss and Theft Support Center. Customers who have the au IC card (SIM card) that was used with the lost iPhone / iPad in their possession do not need to perform the service start procedure.

    2. Preparing the iPhone / iPad for use

      Restore your personal data if you have a data backup in iCloud or iTunes, etc. 

      Customers without a backup should complete initial setup.

    3. Checking for the latest software

      Be sure to check that the device is using the latest software version.

    4. Configuring e-mail and au ID settings

      Configure the e-mail and au ID settings.

Reserve and purchase iPhone

Receive your reserved and purchased iPhone at home, at a store, or anywhere you like.

Reserve and purchase

(in Japanese only)

Notes when applying through au Online Shop（in Japanese only）

  • Apple, the Apple logo, AirPods, AirTag, Apple Pay, Apple Watch, FaceTime, GarageBand, HomePod, iMovie, iPad, iPhone, iPhoto, iSight, iTunes, Retina are trademarks of Apple Inc., registered in the U.S. and other countries. The iPhone trademark is used under license from AiPhone Co., Ltd. App Store, AppleCare, iCloud are service marks of Apple Inc.
    TM and © 2022 Apple Inc. All rights reserved.
  • All of the indicated amounts include tax unless otherwise specified.

  • By phoneOpen 9:00 – 20:00

    • English

      0120-959-472(Toll Free)

    • Portuguese

      0120-959-473(Toll Free)

    • Chinese

      0120-959-476(Toll Free)

    • Korean

      0120-959-478(Toll Free)

    • Tagalog

      0120-933-952(Toll Free)

    • Vietnamese

      0120-933-961(Toll Free)

    • Japanese
      about au mobile services

      157(Toll Free)from au phones

      0077-7-111(Toll Free)

      about Internet services
      Contract / Fee / Billing

      0077-7084(Toll Free)

      Connection setting / failure

      0077-777(Toll Free)

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