Service and your Samsung mobile device

There’s no need to stress about sending your Samsung mobile device for repair. Let us help you take the guesswork out of mail-in and walk-in services so your phone, tablet, or other Galaxy device can be repaired and delivered back to you as quickly as possible! Plus, we have some information regarding backing up your data before sending in your device, as well as setting up your repaired device once it’s returned to you. If your phone or tablet is running the new One UI 5 OS, then you’ll also be able to use Maintenance mode, which protects your personal data during the repair process.

Back up and restore your data

Protect your device with Maintenance mode

Get ready to mail in your device

For your convenience, Samsung allows you to mail in phones, tablets, and other mobile devices to a Service Center so you won’t have to make the trip yourself. Before you wrap up your product, please be sure to create a backup of all of your personal data. You should also remove the Google Account and factory reset your Galaxy device. For more information on backing up your data or interacting with a phone with a broken screen, please see the section titled “Back up and restore your data.”

Factory data reset screen on Galaxy S22 Ultra

Packing up your device

There is a certain way you should package and ship your device. When you are ready to send it in, follow these important tips and steps:

Don't send the device’s original box. The device should not be in the original box nor should the original box be placed in the shipping box.
Place the product in a corrugated box with adequate packaging material (e.g., bubble wrap, peanuts, newspaper), so the device is cushioned and will be protected.

Note: If you are unsure how to package the product, you can ask UPS to help you package it when you go to the store.
Do NOT ship the product in ONLY a padded envelope.
For power-related issues or complaints, please include your wall charger and USB cable.
SD cards, phone cases, screen protectors, and SIM cards should not be included. If your device has an SD card, make sure to decrypt and remove the SD card from the device and then place it in a safe location.
The box must be clean with no old labels. It should not include any HAZMAT identifiers unless you are shipping multiple products with a Lithium-Ion battery in a single package. If needed, you can obtain a Lithium Battery Safety Document at a UPS Customer Center or print out the document at UPS.com free of charge.

Note: Not all UPS Store locations will accept Hazardous Material packages. Acceptance is at the discretion of the franchise owner.
Write the Service Order number clearly on the outside of the box.

Getting the shipping label

When your device is all packaged up, you will need to print out the shipping label. You should only use the provided shipping label, so the device will get mailed to the right place.

To obtain the label, check the email associated with your Samsung account. You should have received an email titled “UPS Label Delivery” or something along those lines.
Open the email, and select the provided link to the shipping label. It should say “Retrieve your UPS label.”
Once you’ve downloaded the label, print it out and attach it to the outside of the shipping box. The printed label will be valid for 30 days from the day it was printed.
When you get a chance, take the product to a UPS location in your area. To find the closest branch near you, check out the UPS Store Locator.
We recommend getting a receipt when you drop off the device in case there are any shipping issues.
After your package ships, it will take 5-7 business days for our technicians to inspect and repair your device. When they are finished, Samsung will ship back your device via UPS 2nd Day Air.

Note: Samsung is not able to ship to P.O. Boxes, Military APOs, or FPOs, and cannot provide e-labels to Puerto Rico or the Virgin Islands.

Mail in service using a QR code

Mail in service using the Empty Box process

Get ready for walk-in service

Set up your device after service

Contact Samsung Support

Contact us online through chat and get support from an expert on your computer, mobile device or tablet. Support is also available on your mobile device through the Samsung Members App.

Get support

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