Service or replace your Meta Quest
Service and replacement process
If you have a problem with your Meta Quest headset and you're not able to solve it by troubleshooting, try contacting Meta Store Support to see if you need additional service.
We will work closely with you to troubleshoot your issue and determine the appropriate service solution:
- 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.
- Replacement parts and accessories are available for purchase.
- If your device is eligible for warranty support, Meta Store Support may determine that your best option is a replacement. If that’s the case, 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 the serial number.
- If the item listed in the email is not a specific product, 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.
- 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.
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.
View our Limited Warranty.
What you need to send back
Please do not ship anything back until you've received final confirmation from Meta Store Support of 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
It usually takes about 8 to 12 business days from the time you ship your Meta Quest device for us to receive it and send a replacement to you.
Keep in mind shipping and delivery times may vary based on your region, holidays and weather conditions.
Advanced replacement
Advanced replacement is an alternative return option. For eligible devices, you can use advanced replacement to get a new device shipped to you without first returning your faulty device.
To qualify for advanced replacement:
- Your device must be purchased in the U.S.
- You must currently live in the U.S.
- Your device must be under warranty.
Learn how to find and purchase Out of Warranty coverage for your device.
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.
