Plan Your Visit

Frequently Asked Questions

Safety Measures for open Apple Stores

Q: Will I have to queue?

A: You may experience short waiting times before being allowed to enter the store. To maintain physical distancing, we are limiting store occupancy and giving everyone lots of room. Please check the status of your nearest Apple Store at apple.com/au/retail.

Q: How is physical distancing practised at Apple Store locations?

A: In every store, we’re limiting occupancy and giving everyone lots of room, while renewing our focus on Genius Support and one‑to‑one, personalised service throughout the store.

We have reduced the number of products on display in our stores so customers can shop and browse while maintaining a safe distance between themselves and others.

Please check the status of your nearest Apple Store at apple.com/au/retail.

You can get all of the same great products and services from our online store with free, no-contact delivery and one-to-one shopping help from a Specialist via Chat, or by calling 133‑622. Shop Apple Store online.

Q: Will I have to wear a mask when I visit an Apple Store?

A: Yes. Face masks will be required for all our teams and customers while visiting an Apple Store and we will provide them to customers who don’t bring their own. N95 masks with valves and masks that do not cover your nose and extend below your chin — such as bandanas — are not permitted at Apple Stores. Replacement masks will be provided as needed.

Q: What does contactless temperature check mean?

A: Before you enter an Apple Store, we will take your temperature using a thermometer that does not touch the skin to ensure that it measures below 37.5° C. No data from this procedure will be recorded. Prior to your store visit, please ask yourself the following health-related questions: Do I currently have a fever, chills, muscle or body aches? Do I currently have a cough or am I experiencing any respiratory issues? Do I have a headache, sore throat, runny nose or congestion? Am I experiencing any nausea, vomiting or diarrhoea? Have I been in contact with any suspected or confirmed cases of COVID-19 in the last 14 days? If you answer YES to any of these, please visit at a later date. You can get all of the same great products and services from our online store with free, no-contact delivery and one-to-one shopping help from a Specialist via Chat, or by calling 133‑622. Shop Apple Store online.

Q: What protocols are you following to keep Apple Store locations clean?

A: Throughout the day, we’re conducting enhanced deep cleaning that places special emphasis on all surfaces, display products and highly trafficked areas. Devices that are passed back and forth between our team members and customers are wiped down before and after each use. We also conduct enhanced deep cleaning of our stores at night.

Shopping and Pickup

Q: Will I be able to browse? Try the products? Go into the store?

A: You can shop, browse and try out products at Apple Store locations. We’re focused on limiting occupancy in every store, so you may experience short waiting times before being allowed to enter.

We have reduced the number of products on display in our stores so customers can shop and browse while maintaining a safe distance between themselves and others.

In order to ensure the safety of our customers and team members, we are currently limiting personal setup sessions in stores. You can learn how to set up your products and transfer your data at support.apple.com/en-au.

Please check the status of your nearest Apple Store at apple.com/au/retail.

Reserve a shopping session to shop one-to-one with a Specialist. You can get all of the same great products and services from our online store with free, contactless delivery and one-to-one shopping help from a Specialist via Chat, or by calling 133‑622. Shop Apple Store online.

Q: I’ve placed an order to pick up in-store. What safety measures can I expect when I arrive?

A: To ensure a healthy environment, physical distancing measures may result in delayed store entry. Temperature checks and masks will be required to enter the store. Please check apple.com/au/retail for your local store opening hours, or call us on 133‑622.

Q: Can I come and pick up a product without going into an Apple Store?

A: When you place your order online, you will see pickup options for stores near you. You may be required to choose a time window for picking up your order. We’ll email you detailed pickup instructions and send you a text and email when your order is ready. You can also check the status of your order on the Apple Store App or at apple.com/au/shop/orderstatus.

You can find the opening hours and status of your nearest Apple Store at apple.com/au/retail.

Deliveries

Q: Can I place a new order with Apple?

A: Yes. For purchases with free, no-contact delivery, shop online at apple.com/au/shop or with the Apple Store app.

Returns

Q: Can I return or exchange my product at my local Apple Store?

A: For products purchased online, you can start a return at apple.com/au/shop/orderstatus. For purchases made at an Apple Store, you can return your product within 14 days after the store reopens. You can check your local store opening hours and status at apple.com/au/retail.

Learning and Support

Q: Can I get Genius Support at an Apple Store?

A: The best way to get Genius Support is to make an appointment before visiting the store. Go to getsupport.apple.com to schedule an appointment.

To change your Genius Support appointment, you can also go to mysupport.apple.com or use the link provided in your confirmation email.

If you need Genius Support sooner, you can get help from our experts via phone, chat or email at getsupport.apple.com.

Q: What’s the status of my repair?

A: You can check the status of a repair online at support.apple.com/en-au/repair.