Plan Your Visit
Frequently Asked Questions
Safety Measures for open Apple Stores
Q: Will I have to wait in line?
A: At Apple Store locations that have fully reopened for shopping and Genius Support, you may experience short wait times before being allowed to enter the store. To maintain physical distancing, we are limiting store occupancy and giving everyone lots of room.
Q: How is physical distancing practiced 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‑on‑one, personalized service throughout the store.
You can get all the same great products and services from our online store with free no-contact delivery, and one-on-one shopping help from a Specialist via Chat, or by calling 800-908-988. 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 of our teams and customers while visiting an Apple Store.
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, contactless delivery and one-to-one shopping help from a Specialist via Chat, or by calling 800-908-988. 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 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.
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.
You can get all 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 800-908-988. Shop Apple Store online.
Q: My local Apple store has re-opened 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/hk/en/retail for your local store hours, or call us at 800-908-988.
Q: Can I still place a new order with Apple?
A: Yes. For purchases with free delivery, shop online at apple.com/hk/shop or with the Apple Store app. You can also place an order and select a time for pickup at your nearest open Apple Store.
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.
Before you visit the store, please check the status of your nearest Apple Store at apple.com/hk/en/retail.
If you need Genius Support sooner, you can get help from our experts via phone, chat or email at getsupport.apple.com.
Temporary Store Closures
Q: My local Apple Store is closed. When will it reopen?
A: Please check apple.com/hk/en/retail for the latest on Store Closures and Operating hours. We are committed to providing exceptional service to our customers. For service and support, go to support.apple.com or call 852‑2112‑0099. For purchases with fast and free delivery, visit apple.com/hk/shop or the Apple Store app.
Q: I placed an order online and had it shipped to the Apple Store that is now closed. Can I make changes?
A: Yes, visit apple.com/hk/shop/orderstatus to view the status of your order and make changes. You can also contact us from this page to get help.
Q: How do I complete a trade-in while stores are closed?
A: We’ve made it easy to trade in an eligible device online. Just answer a few questions regarding the brand, model and condition of your device. We’ll provide an estimated trade-in value or a simple way to recycle it.
If you accept the trade-in estimate online, we’ll arrange for you to send us your old device. Once we’ve received it, we’ll inspect it and verify its condition. If everything checks out, we’ll credit your original purchase method. If you choose to trade in for a gift card, we’ll send you an Apple Store Gift Card via email.
Go to apple.com/hk/en/trade-in to start your trade in.
Q: I need to get my device repaired. How can I do that if retail stores are closed?
A: You can start a repair online or contact support at support.apple.com.
Q: My device is at a closed Apple Store for repair. When can I get it?
A: You will be able to collect your device once your Apple Store reopens. If your repair is not yet complete, we may need additional time after we reopen. You will be contacted once the store reopens and your device is ready and will receive instructions on how to pick up your device.