Repair and Part Order Information

This page contains help for shipping and receiving your Nintendo repair and part orders. If you are unable to find the answer you need on this page, you can contact Nintendo's Consumer Service Department.

 

 

 


 

 

Shipping Label Issues

 

  • How do I request to have a new UPS shipping label e-mailed to me?
  • If your Repair Order was set up with a U.S. shipping address, you may be able to request a new UPS shipping label using our online form. The online form works for all U.S. Repair Orders that were set up with UPS inbound shipping. If you're not sure if your Repair Order was set up with UPS inbound shipping, you can enter your information on the form and we'll let you know if your Repair Order qualifies.

    Please note: If your Repair Order was set up with FedEx inbound shipping, you'll receive a link to a UPS shipping label instead. The FedEx program is no longer available.

     

  • How do I request to have a new UPS shipping label or FedEx airbill (Puerto Rico only) mailed to me?
  • Your shipping label should arrive within 4-10 business days via US Mail. If it does not arrive within this timeframe, please contact Nintendo's Consumer Service Department. We are available between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

     

  • My repair instructions email never arrived. How do I request another one?
  • Check your email program's "junk" folder to see if the email was placed there.

    If you are unable to locate the email, click here to request a new copy of your repair instructions email - you will also receive an email with a link to a new shipping label.

 

 

Making Changes to an Existing Repair Order

 

  • How do I change what I will be sending to Nintendo for repair?
  • Sending additional items or not sending items that are expected can delay the repair process. If you find that it is necessary to adjust the items that you are including, please contact Nintendo's Consumer Service Department to ensure that this doesn't cause an issue with your Repair Order. We are available between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

     

  • How do I change the address my repaired item(s) will be shipped to?
  • Your item(s) will ship to the address you provided to us while setting up your Repair Order. If you need to update the address we will be shipping your item(s) to, please contact Nintendo's Consumer Service Department. We are available between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

    We will make every effort to accommodate address change requests, but this may not be possible if your Repair Order has already shipped.

     

  • Do I need to contact Nintendo or UPS if I decide not to send my product in for repair or to not use the UPS return label?
  • There is no need to contact Nintendo or UPS to cancel your repair order or label.

    If you decide to ship your repair using another carrier, be sure to ship your item to us insured, and with a way for the shipment to be tracked .

 

 

Understanding Your Repair Status

 

  • How can I check the status of my repair?
  • Check Order Status. Select the order number link on the status summary page for order information.

     

  • It doesn't show that you have received my repair shipment. How long should it take to arrive?
  • If you used Nintendo's Factory Repair Service, please allow 2-8 business days for your package to arrive at our facilities. If you are tracking your inbound shipment and it shows that your system arrived at Nintendo, rest assured that we have it. The status on this website is updated each weekday morning (Monday - Friday). Please check back any weekday morning (after today) for updated information. You can click here to go to our Repair Order status lookup.

    UPS (U.S.)

    If you used our Factory Return Program, you can track your shipment online at www.ups.com. Your tracking number for the return shipment to Nintendo can be found on your return shipping label.

    Purolator (Canada)

    If you used our Canadian Factory Repair Program, you can track your shipment online at www.purolator.ca. Your tracking number for the return shipment to Nintendo can be found on your copy of the Purolator waybill.

    If you shipped your Repair Order to Nintendo using another method, please contact that carrier for delivery and tracking information.

    If it has been more than 8 business days since you shipped your package to us, please contact Nintendo's Consumer Service Department. We are available between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

     

  • Why is tracking information not available on some orders?
  • We are only able to provide tracking information on U.S. orders shipped via UPS or FedEx and Canadian orders shipped via Canada Post or Purolator. Tracking information is not available for items shipped via U.S. Mail.

     

  • What do I do if the UPS or Purolator tracking information says my package was delivered, but I haven't received it?

    • Check to see if the package has been placed in an out-of-the-way location around the outside of your home. Drivers will frequently hide packages behind plants or furniture, or to the side or back of the home to try to prevent theft.
    • Check with other people who may have accepted the delivery, including family members, roommates, apartment office personnel, building staff (manager, security, receiving, etc.), or neighbors.
    • A notice may have been left on or near your front door by the carrier. If you find a notice, determine if another delivery attempt will be made or if you need to arrange to pick the package up from the carrier's hub.
    • In rare situations, UPS or Purolator may scan a package as delivered but then find that they are unable to deliver it. In cases like this, the package is typically delivered within a couple of business days.

    If you have tried all of these options and are still unable to locate your package, please contact Nintendo's Consumer Service Department at 1-800-255-3700 between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

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  • I haven't received my repair shipment back. How long should it take to arrive?
  • UPS (U.S.)

    If you used the Factory Return Program with a physical return address within the U.S., the return shipment will take 3-8 business days from the time it leaves us. You can track your return shipment online using your tracking number at www.ups.com.

    US Mail (Puerto Rico and U.S. PO Boxes)

    If you used the Factory Return Program with a return address in Puerto Rico or a PO Box return address within the U.S., the return shipment will take 4-10 business days from the time it leaves us.

    Purolator (Canada)

    If you used the Canadian Factory Repair Program, the return shipment will take 4-11 business days from the time it leaves us. You can track the return shipment online using your tracking number at www.purolator.ca.

     

Issues With a Completed Repair Order

 

  • What do I do if an item I sent in with my Repair Order was not returned to me?
  • If you have received your repaired system and you are unable to locate an item that you sent in, check the package again. Our technicians seal all additional items that are received in a plastic pouch that is adhered to the inside of the box your item was returned in. Click here for an example of what this looks like.

    If you have checked the package again and are still unable to locate your item, please contact Nintendo's Consumer Service Department at 1-800-255-3700 between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

     

  • I haven't received my repair shipment back. How long should it take to arrive?
  • UPS (U.S.)

    If you used the Factory Return Program with a physical return address within the U.S., the return shipment will take 3-8 business days from the time it leaves us. You can track your return shipment online using your tracking number at www.ups.com.

    US Mail (Puerto Rico and U.S. PO Boxes)

    If you used the Factory Return Program with a return address in Puerto Rico or a PO Box return address within the U.S., the return shipment will take 4-10 business days from the time it leaves us.

    Purolator (Canada)

    If you used the Canadian Factory Repair Program, the return shipment will take 4-11 business days from the time it leaves us. You can track the return shipment online using your tracking number at www.purolator.ca.

     

  • What do I do if the UPS or Purolator tracking information says my package was delivered, but I haven't received it?

    • Check to see if the package has been placed in an out-of-the-way location around the outside of your home. Drivers will frequently hide packages behind plants or furniture, or to the side or back of the home to try to prevent theft.
    • Check with other people who may have accepted the delivery, including family members, roommates, apartment office personnel, building staff (manager, security, receiving, etc.), or neighbors.
    • A notice may have been left on or near your front door by the carrier. If you find a notice, determine if another delivery attempt will be made or if you need to arrange to pick the package up from the carrier's hub.
    • In rare situations, UPS or Purolator may scan a package as delivered but then find that they are unable to deliver it. In cases like this, the package is typically delivered within a couple of business days.

    If you have tried all of these options and are still unable to locate your package, please contact Nintendo's Consumer Service Department at 1-800-255-3700 between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

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General Repair and Warranty Questions

 

  • How do I set up a Repair Order?
  • Having a problem with your system or game? We can help! Setting up a repair with Nintendo is fast, easy, and secure. Click here for more repair information.

     

  • How long do repairs generally take?
  • For repairs in the U.S. using our inbound shipping program, the approximate turnaround time is 1 1/2 to 2 weeks from when you ship your product until you receive the return shipment.

    For repairs in Canada using our shipping program, the approximate turnaround time is 2 to 3 weeks from when you ship your product until you receive the return shipment.

    If you used a different method to ship your product to us, the turnaround time will vary depending on the carrier you chose.

    Keep in mind that these times may vary in unique circumstances. For example, including an unexpected item with your repair can delay the repair process.

     

  • What are the benefits of Factory Service?
  • Nintendo has set up special repair shipping programs with UPS (U.S.) and Purolator (Canada - warranty repairs only) that are available to most residents. Each repair includes:

    • Fast repair service. Systems are usually back to you within 1 1/2 to 2 weeks (U.S.) or 2 to 3 weeks (Canada).
    • Genuine Nintendo parts.
    • Your repaired or replaced system will either receive a 100-day repair warranty that begins the day it ships back to you or will continue the remainder of its original manufacturer's warranty—whichever is greater.

     

  • How long is my warranty in the U.S. or Canada? How do I check my warranty status?
  • Nintendo systems carry a standard twelve-month warranty, which is one of the longest standard warranties in the video game industry.

    For more information and to look up your system's warranty status, click here.

     

  • How can I pay for my repair if it is not under warranty?
  • We accept Visa or MasterCard. If you have a question about payment, please contact Nintendo's Consumer Service Department at 1-800-255-3700 between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

     

  • Where can I view the Factory Service Repair Terms & Conditions?
  • Click here to view the Factory Service Repair Terms & Conditions.

     

  • How do I identify Nintendo Products?
  • To identify whether a product is made by Nintendo, check the product packaging or the item itself. The name of the company will generally be molded into the plastic housing. If the item you are using was made by a company other than Nintendo, it may be a licensed product. You can use our Licensee Directory to find the company's phone number and address.

    If the company that manufactured your product is not listed among our licensees, you may be using an unlicensed product. We do not have information on unlicensed companies or products as these products are not recommended for use with our systems. Please read this important information about licensed and unlicensed products.

     

  • Can I set up a repair if I live outside of the U.S. or Canada, or the product I need assistance with was purchased outside of the U.S. or Canada?
  • We are only able to repair products for residents of the U.S. and Canada. Also, we do not repair or modify products made for use in other countries.

    If you live in Latin America, click here for your repair options. For all other areas, please visit one of our global regional websites listed here, or return to the retailer where it was purchased.

     

  • I opened my system to try to repair it myself, but was unsuccessful. Can Nintendo still repair it for me?
  • No. Any system that is found to have been tampered with, modified, otherwise altered, or counterfeit is permanently damaged and cannot be brought back to its original working condition.

    Please see our Factory Service Repair Terms & Conditions for more details.

     

  • Can I use the UPS Pick-Up program?
  • Nintendo's UPS return program supports drop-off shipments only. If the UPS pick-up is used, Nintendo is not responsible for these costs or for any lost or misdirected packages.

     

    For full instructions on how to package and ship your repair, please refer to the repair instructions email or letter you received with your shipping label.

 

 

 

    Je suis un consommateur francophone. Comment puis-je commander?

    Nos consommateurs canadiens francophones ont la possibilité de commander par le biais de la boutique Nintendo. Cependant, notez bien qu'à l'heure actuelle, la boutique n'est qu'en anglais. Une version française sera disponible ultérieurement. Si vous préférez, vous pouvez contacter nos représentants francophones pour passer votre commande en appelant le 1-800-255-3700 entre 7:00 et 16:00 (heure du Pacifique), sept jours sur sept.