Service Request FAQ

How do I set up a service request?

Having a problem with your system, accessory, or game? We can help! Setting up a service request with Nintendo is fast, easy, and secure. See Set Up a Service Request for a Nintendo Product for more information.

How long is my warranty in the US or Canada? How do I check my warranty status?

Nintendo systems carry a standard twelve (12) month warranty, which is one of the longest standard warranties in the video game industry.

You can check your warranty status in the Nintendo Service Center.

Nintendo accessories and games warranties are typically twelve (12) months, but may vary. When setting up your service request, you can submit your receipt for review to verify your warranty.

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 service request, please refer to the instructions email you received with your shipping label.

Where can I view the Factory Service Terms & Conditions?

See Factory Service Terms & Conditions for more information.

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. Contact information for our licensees can usually be found very easily on the Internet.

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 service request if I live outside of the US or Canada, or the product I need assistance with was purchased outside of the US or Canada?

We are only able to service products for residents of the US and Canada. and Canada. As a result, we do not service or modify products made for use in other countries.

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

How long do I have to send in my service request?

From the time of set up, you have 6 months until your service request expires. After 6 months, your service request will expire and a new service request would need to be set up before your product(s) can be serviced. If you send in products for an expired service request, they will be returned to you unserviced.

How can I view/access my UPS shipping label?

You can view, access, print or reprint your shipping label from the Nintendo Service Center. Log in if you used your Nintendo Account to set up your service request, otherwise choose Find your Service Request and enter your details to find your service request.

Use the "Shipping to Nintendo" section to view details about your shipping label.

Why are there multiple labels for my service request?

There is a federal shipping regulation for lithium ion batteries, so a limited amount may be shipped in one package. If your service request exceeds the alloted amount, you will need to send them in multiple shipments. An explanation of why you had multiple labels sent should be included in the information to prepare your service request.

If a new label was set up for you for another reason, you may see older shipping labels in the Nintendo Service Center. Labels are ordered by newest at the top, so ensure you're using the correct labels if you have multiple.

Are there any shipping restrictions when mailing my Nintendo products from APO/FPO/DPO or overseas locations?

Lithium batteries are considered hazardous materials by the US Department of Transportation. For this reason, pre-owned, damaged or defective electronic devices containing or packaged with lithium batteries (such as Nintendo Switch or Nintendo 3DS family of systems) can be mailed to and from Nintendo service facilities only via surface transportation and must bear specified markings. When shipping these devices to Nintendo, please consult with your local shipment company or servicer.

Please note that USPS prohibits APO/FPO/DPO and other international shipments of pre-owned, damaged, or defective electronic devices, containing or packaged with lithium-ion batteries. Please learn more here.

How do I change what I will be sending to Nintendo?

Sending additional items or not sending items that are expected can delay the process. If you find that it is necessary to adjust the items that you are including, please contact us for support.

How do I change the address my item(s) will be shipped to?

Your item(s) will ship to the address you provided to us while setting up your service request. If you need to update the address where your item(s) will be shipped, please visit the Nintendo Service Center to manage your service request. Depending on the status of your service request, you may not be able to make edits.

We will make every effort to accommodate address change requests, but this may not be possible if your service request has gotten far enough along in the process.

Do I need to contact Nintendo or UPS if I decide not to send my product in or to not use the UPS return label?

If you decide not to send in your product, there is no need to contact Nintendo or UPS.

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

How can I update my payment information on my service request?

Please visit the Nintendo Service Center.

1. Log in if you used your Nintendo Account to set up your service request, otherwise choose Find your Service Request and enter your details to find your service request.
2. On the Summary page, below the Estimated Total cost, use the íUpdateí link next to your original payment details to change your method of payment.

Once technicians begin working on your service request, your payment method is charged. If you do not see the "Update" link, then the service is under way and payment information cannot be changed.

If a payment method is declined, you will be notified (email, text, or in the Nintendo Service Center) and asked to update your payment method in order to proceed.

How can I update my email address or phone number for my service request?

Please contact us for support in updating the email address or phone number associated with your service request.

My item(s) has been delivered, but I'm not seeing a status change

If the tracking information for your service request shows it was delivered to Nintendo, but the status has not updated to show "Delivered" or "Awaiting Tech," rest assured that your service request will be worked on soon. Keep in mind that high volumes can occur, which could lead to delays. We appreciate your patience.

How can I check the status of my service request?

Check your Service Request Status here. Log in if you used your Nintendo Account to set up your service request, otherwise choose Find your Service Request and enter your details to find your service request.

It doesn't show that you have received my shipment. How long should it take to arrive?

If you used Nintendo's Factory Service, please allow 2-8 business days for your package to arrive at our facilities.

Gather your tracking number and check the tracking status with the carrier.

• UPS (US)
  • If you used our Factory Return Program, you can find your label with tracking number in the Nintendo Service Center and track your shipment online at www.ups.com.
• If you shipped your service request to Nintendo using another method, please contact that carrier for delivery and tracking information.
• Your tracking number for the return shipment to Nintendo can be found on your return shipping label.

Why is tracking information not available on some service requests?

We are only able to provide tracking information on US service requests shipped via UPS or FedEx and Canadian service requests shipped via Purolator.

Tracking information is not available for items shipped via US Mail or Canada Post. Information about expected delivery times should be sent to you via email when your package is sent to you.

If you have any issues with your shipment, please contact us.

What do I do if the 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 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.

I haven't received my shipment back. How long should it take to arrive?

Please use the Nintendo Service Center to check your tracking information and see estimated delivery times for your package.

Depending on where you reside and the carrier being used, the return shipment can take between 4-10 business days from the time it leaves us.