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Service or replace your Meta Quest

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Updated: a week ago

Warranty claims

For Meta-manufactured products: If you have a problem with your Meta 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 an 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.

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.

Start warranty claim

For 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.

Device not under warranty

If your device is not eligible for warranty support, Meta Store Support will work with you to facilitate the appropriate out-of-warranty service solution.

Additionally, keep in mind that:

  • New and refurbished headsets 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.

Replacement process

If we determine that your best option is a replacement, here’s how the process works:

  1. 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.
  2. 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.
  3. Prepare and package your device for return. Please use plenty of packing material to protect the device and components during shipping.
  4. 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.
  5. 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.
  6. Once we receive your Meta Quest device, we’ll take a look at it to make sure it’s not working right.
  7. 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.

Return your device

If you would like to return a device you purchased on Meta Store, you can start your request on meta.com. Learn more about returns.

Start return

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.

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Refurbished Ray-Ban Meta glasses
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Meta Quest: Play now. Pay later.
Meta Warranty Plus
Meta for Work
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Store support and legal
Meta Help Center
Order status
Returns
Find a product demo
Authorized retailers
Legal
Terms of sale
Meta Quest safety center
Community
Creators
Developers
Download SDKs
Made for Meta partner program
Support SMB
Giving together
Social impact
VR for Good
Our actions
Data and privacy
Safety and expression
Responsible business practices
Elections
COVID-19 response
Regulations
About us
About Meta
Careers
Media gallery
Brand resources
For investors
Blog
Site terms and policies
Community standards
Privacy policy
Terms
Cookie policy
App support
Facebook Help Center
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META QUEST

Meta Quest: *Parents:* Important guidance & safety warnings for children’s use here. Using Meta Quest requires an account and is subject to requirements that include a minimum age of 10 (requirements may vary by country). See meta.com/quest/terms and the parent’s info page at meta.com/quest/parent-info. Certain apps, games and experiences may be suitable for a more mature audience. META QUEST FEATURES, FUNCTIONALITY, AND CONTENT NOTICE: Features, functionality and content are subject to change or withdrawal at any time, may not be available in all areas or languages or may be restricted; may require enabled software or service activation, and additional terms, conditions and/or charges may apply.

META QUEST IMPORTANT SAFETY NOTICE https://www.meta.com/quest/quest-2-facial-interface-recall/.

Financing Options. You may be offered financing options for your Meta purchases. Learn more here.

***Based on the graphic performance of the Qualcomm Snapdragon XR2 Gen 2 vs XR2 Gen 1 on Meta Quest 2

RAY-BAN META

Meta AI and voice commands only in select countries and languages. Please check local availability. Meta account and Meta AI App required. For ages 13+ only. Requires compatible phone with Android or iOS operating system plus wireless internet access. Features, functionality and content are subject to change or withdrawal at any time. Additional account registration, terms and fees may apply. Software updates may be required. Performance may vary based on user location, device battery, temperature, internet connectivity and interference from other devices, plus other factors. User must comply with all applicable local laws and regulations, especially relating to privacy. May interfere with personal medical devices. Check manufacturer Safety & Warranty Guide and FAQs for more product information, including battery life.

OPTIONAL FINANCING

Optional financing is available through third party providers, is subject to an eligibility check by the lender, and may not be available everywhere. See https://www.meta.com/legal/financing-offers/ for additional details. Other restrictions and taxes may apply in accordance with each lender's terms.

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