Service Process

If you have a problem with your Oculus device and you're not able to solve it by visiting the Support Center, try contacting Oculus Support to see if you need additional service.

If you’re looking for replacement parts and accessories, and your Oculus device is not eligible for warranty support, they are available for purchase here.

When contacting Oculus Support to determine 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, Oculus Support will work with you to facilitate the appropriate out of warranty service solution.
  • If your device is eligible for warranty support, Oculus may determine that your best option is a replacement. If that’s the case, here’s how the process works:
    1. We’ll send you a pre-paid return shipping label.
    2. Once you receive the pre-paid shipping label, send your Oculus device back to us following the instructions given to you by the Oculus Support team. Before you send your device, check to make sure you’ve included all of your components. If you forget to include a component, it could delay your replacement and cost you a fee.
    3. Once we receive your Oculus device, we’ll take a look at it to make sure it’s not working right.
    4. If it looks likes your Oculus device isn’t working right, we’ll go ahead and send you a replacement.
Components You Need to Send Back

If we think you need a replacement and your device is under warranty, you may need to send back your entire device bundle.

Please do not ship anything back until you've received final confirmation from your Oculus Support team member of exactly what needs to be returned.

  • 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 your Oculus Support team member for further details. If you do not have an open ticket with Oculus Support, click here to contact us.

Getting Your Replacement

It usually takes about 8 to 12 business days from the time you ship your Oculus device back to us, we receive it and then send the replacement back to you.

Keep in mind shipping and delivery times may vary based on your region, holidays and weather conditions.

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