Temporary Retail Store Closures

Frequently Asked Questions

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FAQs

Q: My local Apple Store recently closed. What happens with my Apple Pickup order or previously-scheduled appointment?

A: Visit apple.com/retail to check the status of your Apple Store. The store may still be open for pickup of existing online orders, previously scheduled in-store Genius Support appointments, and previously reserved one-on-one shopping sessions with a Specialist made through a specific date.

If your store is no longer open, 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 1-800-MY-APPLE. Shop Apple Store online.

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

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

A: For products purchased online, including online purchases that were picked up at a store, curbside or express location, you can start a no-contact return within 14 days of receipt of your product at apple.com/orderstatus. You can also return your product to an Apple Store.

For purchases made at an Apple Store, you can return your product to the store within 14 days of purchase.

Some stores are temporarily closed or offering limited services. If your local store is closed or only has curbside pickup available, you can return your product within 14 days of the store fully re-opening.

You can check your local store hours and status at apple.com/retail.

If your local store is closed and your in-store purchase was made using a credit card or Apple Card Monthly Installments, you may be able to return it via mail. Contact us by calling 1‑800‑MY‑Apple for more information.

Q: How can I return an order I bought online?

A: Start a return online at apple.com/orderstatus. Create a return shipping label and then take your product to a drop off point or schedule a no-contact pickup at your location. You can also use this method to return online orders picked up at a store, curbside or express location.

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: Can I still make a purchase with Apple?

A: Yes. For purchases with free contactless delivery, shop online at apple.com/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: 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 receive 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/trade-in to start your trade in.

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 re-opens and your device is ready, and will receive instructions on how to pick up your device.

Q: What’s the status of my repair?

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

Q: How can I receive delivery of my online order safely? Is there an option for no‑contact delivery?

A: Apple's delivery partners are providing a variety of options to help ensure your safety. Once you have a tracking link for your shipment, visit the carrier’s website to learn more or to take action to manage your delivery. For example, your driver may ask for verbal confirmation of receipt from a safe distance to satisfy the signature requirement, or may leave lower-cost shipments at your door without a signature required. To learn more about your specific delivery options, use the tracking link for your shipment available at apple.com/orderstatus.

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

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

Q: Will I be able to go into the store? Browse? Try the products?

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 wait times before being allowed to enter. Some stores also allow you to make an appointment for one-on-one shopping assistance ahead of time.

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/retail.

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 1‑800‑MY‑APPLE. Shop Apple Store online.

Q: Can I still get set up help for my new product?

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

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

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

The best way to get Genius Support at a store that is open 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: Can I come by and pick up a product without going into an Apple Store?

A: Many of our stores have pickup in front of the store or curbside pickup available for online orders. Some stores also have an express pickup location nearby. 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 in the Apple Store App or at apple.com/orderstatus.

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

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/today/feature/today-at-home.

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 may be required to enter the store. And, your pick up will be no contact.

Please check apple.com/retail for your local store hours, or call us at 1‑800‑MY‑APPLE.

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.

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/retail.

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 1‑800‑MY‑APPLE. Shop Apple Store online.

Q: Will I have to wait in line when I visit an Apple Store?

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. Some stores allow you to make an appointment for one-on-one shopping assistance ahead of time. 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/retail.

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 diarrhea? 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 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 1‑800‑MY‑APPLE. 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/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.