How to service your Meta product
If you have a problem with your Meta Store device and are not able to solve it by troubleshooting, please visit Meta Store Support to troubleshoot your issue and determine the appropriate service solution.
Depending on whether your device is under warranty or if you purchased a third-party product, you may have several options to service your device.
To check if your device is in warranty, go to https://www.meta.com/my/devices/. You may need to log into your Meta account.
Warranty claims
If you have a problem with your Meta-manufactured product and are not able to solve it by troubleshooting, please visit Meta Store Support to troubleshoot your issue and determine the appropriate service solution.
If your product is eligible for warranty support under Meta’s Limited Warranty, Meta Store Support may determine a replacement is your best option and can help with the process.
Device not under warranty
Meta Store Support can check if there are out-of-warranty service solutions available for your product.
Alternative options
Here are some additional options to keep in mind:
- New and refurbished devices are available for purchase on Meta Store.
- Replacement accessories are available for purchase.
- Certain products may be eligible for an Out of Warranty replacement.
- If you purchased Meta Warranty Plus, Meta Store Support can work with you on your claim. Learn more about Meta Warranty Plus.
Third-party products
If you purchased a third-party product from Meta Store and have a warranty-related concern, please contact the product's manufacturer.
If you purchased a third-party product from another retailer, please contact that retailer for further assistance.
Additional information
Meta Quest software update tool
If you're having issues with your Meta Quest headset's software, you can use the software update tool to fix software-related issues.
Return your deviceIf you would like to return a device you purchased on Meta Store, you can start your request here.
Trouble starting a return?
Here are some common reasons the return portal may not work:
- Order not showing as delivered: The system may take 1-2 days after delivery to update. Wait 48 hours after receiving your item, then try again.
- Order not found: If you placed your order as a guest or used a different email, the portal may not find your order. Try entering your order number directly at meta.com/returns.
- Product not linked to your account: Some products purchased from third-party retailers may not automatically appear in your Meta account.
How to start a return
Self-service portal
- Go to meta.com/returns.
- Log in with your Meta account.
- Find your order and select Request Return.
- Follow the on-screen instructions.
Contact support
If the portal doesn't work, contact Meta Store Support with the following information ready:
- Order number (found in your order confirmation email)
- Full name on the order
- Email address used for the purchase
- Reason for return
- Whether the product is opened or unopened
Return policy reminders
- Returns must be initiated within 30 days of delivery.
- Products should be in their original packaging when possible.
- You will receive a pre-paid return shipping label via email within 1-3 days.
- Refunds are processed within 5-7 business days after the returned item is received at the warehouse.
For Ray-Ban Meta glasses returns
When returning Ray-Ban Meta glasses, you must also:
- Import all media to your phone or the Meta AI app.
- Perform a factory reset to remove personal data.
- Power off the glasses completely.
- Place the microfiber cloth over the charging connector inside the case to prevent charging during transit.