How to Pack and Post a PS5 Safely for Repair

A full-sized PS5 needs substantially more protection than a controller. A rigid box, cushioning on every side and a suitable tracked service reduce avoidable transport risks. Pack for handling through a parcel network, not just a careful journey in your own car.

What to send

For a routine PS5 console service, send the console itself only. Do not include DualSense controllers, power or HDMI cables, detachable stands, retail accessories or unrelated items. Eject any disc before switching the console off. Remove an expansion SSD unless its inclusion is relevant and has been agreed with FrameRate Builds.

If a disc cannot be removed because of the fault, tell us rather than forcing it out or dismantling the drive. If an accessory is specifically required for diagnosis, agree that before including it.

Prepare the console and identify the order

Shut down fully, unplug it and allow it to cool. Record the CFI model and serial number and take photographs of its condition. Back up important data where possible; a repair service is not a substitute for a backup.

Put a note inside the parcel with your name, return address, email address, Shopify order number and a short description of the symptoms. Include relevant observations such as a visible broken HDMI insert, an overheating message or a damaged fan connector. Do not include account passwords or unnecessary personal information.

Use a rigid double-wall cardboard box

Choose a sound double-wall box large enough for substantial cushioning around every side. A padded envelope, thin carrier bag or loose console in its retail sleeve is unsuitable. If the original packaging is used, place it inside a suitable protective outer shipping box.

Wrap the console in protective material that will not scratch the casing. Use resilient cushioning around it so it cannot move, while avoiding pressure on the covers or ports. Pay particular attention to HDMI and USB connections: no cable should be attached, and the rear or front of the console must not strike the box wall.

Do not rely on a layer of loose newspaper or a few air pillows that leave the console unsupported. Close the box and gently check for movement. Add cushioning if it shifts; do not overfill so the box bulges. Seal the seams securely with parcel tape and remove obsolete labels.

Weigh and measure the finished parcel

Carrier limits apply to the complete package, not just the console. Original PS5, Slim and Pro differ in size and weight. Weigh the packed box and measure its dimensions before buying a label. Do not select an artificially low weight bracket to obtain a cheaper service.

Choose a tracked service with compensation appropriate to the console's actual replacement value and check the carrier's current exclusions, evidence requirements and packing rules. A service described as tracked does not necessarily provide adequate cover. Keep proof of posting, tracking details, photographs of the packing and evidence of the console's value. Compensation remains subject to the carrier's terms; it is not an unconditional guarantee.

Where to send it

FrameRate Builds
64 The Rowans
Robin Hood
Wakefield
WF3 3FA

Use the instructions supplied with your order and keep your order reference inside the box. Do not send a console before the relevant service is available to book and you have an order confirmation.

Outward postage and return delivery are separate

You arrange and pay for sending your console to FrameRate Builds. Royal Mail Special Delivery Guaranteed by 1pm return carriage is included in the PS5 repair price for eligible UK destinations. Delivery times, compensation and eligibility are subject to Royal Mail's terms and postcode exceptions.

For a mixed order, follow the item-specific packing instructions. PS5 return carriage remains included; any charge shown at checkout relates to other items under the normal shipping rules. See shipping and returns information and how mail-in repairs work.

Frequently asked questions

Should I send my controller or cables?

No, unless their inclusion has been specifically agreed. Routine console services need the console only.

Can I use a padded envelope?

No. Use a rigid double-wall cardboard box with suitable cushioning on every side.

Is tracked postage the same as insured postage?

No. Check compensation value, eligibility and exclusions as well as tracking. Do not assume a basic tracked service covers the value of a console.

Does the repair warranty cover future dust?

A deep-clean warranty covers the quality of the service delivered, not a promise that dust will never accumulate again or cover for unrelated future failures. Fitted repair parts and workmanship have the FRB 12-month repair warranty, with statutory consumer rights unaffected.

Useful carrier references

Review Royal Mail Special Delivery requirements and Parcelforce compensation terms before selecting an outward service. Rates and conditions can change.

Related PS5 guides

• PS5 Overheating: Dust, Airflow, Fan Problems and Liquid Metal
• PS5 HDMI Port Damage or Another No-Picture Fault?

FrameRate Builds PS5 console service information

See our original PS5 console service scopes and supported models. Choose the service that matches your symptoms and read its scope before booking.

Sending more than one console

Each PS5 service price includes return carriage for one physical console. If the same console needs more than one service, contact us for a combined quote so included return carriage is not paid twice. Use separate orders for separate physical consoles and identify each console and booked service in the enclosed order note.