Temporary Retail Store Closures

Frequently Asked Questions

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FAQs

Q: I’ve heard that some Apple Stores near me are now open. How do I know which stores I can visit?

A: Some of our retail stores are now open. Please check apple.com/au/retail for the latest on store re-openings and operating hours.

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.

Not all of our stores have resumed full operations. 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 queue?

A: At Apple Store locations that have fully reopened for shopping and Genius Support, 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. Not all of our stores have resumed full operations. Please check the status of your nearest Apple Store at apple.com/au/retail.

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.

Not all of our stores have resumed in-store Genius Support. Please check the status of your nearest Apple Store at apple.com/au/retail.

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

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

A: Yes. Face masks will be required for all of 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 (99.5° F). 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 answered 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.

Not all of our stores have resumed full operations. Please check the status of your nearest Apple Store at apple.com/au/retail.

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

A: Throughout the day, we’re conducting enhanced deep cleanings that place 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 cleanings of our stores at night.

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 that have fully reopened. 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.

Not all of our stores are open for shopping yet. 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: 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.

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

A: For products purchased online, you can start a no-contact 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 hours and status at apple.com/au/retail.

Q. How can I return an order I bought online while under stay at home restrictions?

A: Start a return online at apple.com/au/shop/orderstatus where you can create a return shipping label to ship your product from a drop-off point or schedule a pick-up at your location.

Q: My local Apple store has reopened and 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 may be required to enter the store.

Please check apple.com/au/retail for your local store hours or call us on 133‑622.

Q: Can I still place a new order with Apple?

A: Yes. For purchases with free contactless delivery, shop online at apple.com/au/shop or with the Apple Store app. You can also place an order and select a time for contactless pickup at your nearest open Apple Store.

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.

Q: Can I participate in a Today at Apple session at an Apple Store?

A: We've temporarily paused Today at Apple programming in our stores, but are excited to offer creative projects you can do at home with Today at Apple at Home. Please visit apple.com/au/today/feature/today-at-home.