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).
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) |
Product warranty
Protection, repairs, and support for your iPhone
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
- Priority access to an Apple specialist by chat or telephone
- Software support for iOS, iCloud, and genuine Apple iOS applications
Repair Services
- 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 |
| |
- 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.
- Service charges for back glass damage apply to iPhone 12 and iPhone 13 models only.
- 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
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 |
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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. - Delivered on the following day except in some areas and remote islands.
- A separate service charge of is required when reissuing a SIM card.
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
-
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.
-
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.
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 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
- Priority access to an Apple specialist by chat or telephone
- Software support for iOS, iCloud, and genuine Apple iOS applications
Repair Services
- 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 |
| |
- 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.
- Service charges for back glass damage apply to iPhone 12 and iPhone 13 models only.
- 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)
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 |
-
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. - Delivered on the following day except in some areas and remote islands.
- A separate service charge of is required when reissuing a SIM card.
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
-
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.
-
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.
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
Contact the following number to receive technical support.
0120-277-535
Repair Services
You can apply for repairs over the telephone, via the web, or through a store visit.
| 0120-277-535 | |
Express Replacement Service | A replacement (device) will be delivered within several days after your application. |
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. |
| 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) |
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) |
- Includes only some au Style / au shops.
Loss / theft compensation delivery service
How to apply
Steps to receiving delivery of your replacement mobile phone
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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"
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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.
-
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).
-
Including Yamanashi Prefecture
-
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.
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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.
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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.
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Checking for the latest software
Be sure to check that the device is using the latest software version.
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Configuring e-mail and au ID settings
Configure the e-mail and au ID settings.
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Service start procedure
- 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.
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