Service or replace your Meta Quest
Service options
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.
When you contact Meta Store Support, you may be asked to provide:
- Your full name
- Your current shipping address
- Your phone number
- Your email address
- Proof of purchase, such as a receipt or Meta Store order number
- The product’s serial number
If your Meta 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.
Check device warranty
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.
Replacement process
If we determine that your best option is a replacement, here’s how the process works:
- We’ll send you a return merchandise authorization (RMA) email with relevant information, including the name and serial number of the product you should return, printable shipping labels, and instructions for preparing, packaging and shipping your device.
- Before you ship your device, please check the serial number to make sure you return the right device. Learn how to find device serial numbers.
- Only send back the device listed in the What to return section of the RMA email.
- If the item listed in the email is not a specific component (example: headset, controllers), then you need to send back the entire Meta Quest device kit with all of the parts it came with. If you forget to include a part, it could delay your replacement and cost you a fee.
- Prepare and package your device for return. Please use plenty of packing material to protect the device and components during shipping.
- Print and use the pre-paid shipping labels we sent you. If any of the labels are in color, please make sure they are printed in color.
- Send your device using the shipping labels we sent you. Drop your return off at the nearest drop-off location for the courier stated on your return label.
- Once we receive your Meta Quest device, we’ll take a look at it to make sure it’s not working right.
- If it looks like your Meta Quest device isn’t working right, we’ll send you a replacement.
You have 30 days from the day you receive the RMA email to return your device.
The video at the top of this article provides more detailed return instructions.
What you need to send back
Please do not ship anything back until you've received your RMA email, which will describe exactly what needs to be returned. It’s important to send only the device listed in the What to return section of the RMA email.
Please check the serial number to make sure you return the right device.
- If instructions are not followed, this will cause a delay in the processing of your return.
- If any unauthorized items are sent to us, we will not be able to replace those for you.
If you are unsure of what you need to return, contact Meta Store Support for further details. If you do not have an open case with Meta Store Support, contact us.
You can also check your RMA email for details.
Getting your replacement
When your return has been delivered to our distribution center, it usually takes 3-5 business days for return processing and 5-7 business days for replacement shipping.
You should receive a shipping confirmation email once your replacement order has been processed.
Keep in mind shipping and delivery times may vary based on your region, holidays and weather conditions.
Software update tool
If you're having issues with your headset's software, you can use the software update tool to fix software-related issues.
Return your headset
If you would like to return a device you purchased on Meta Store, you can start your request here.