Send a failed drive or device to our Timaru lab from anywhere in New Zealand. Start with the form below so we can issue a case reference and give you device-specific packing instructions.

Call before shipping

How mail-in recovery works

Submit the intake form. Describe the device, symptoms, previous attempts and most important files. Do not include a password or passcode.
Receive a case reference. We confirm what to send and provide packing guidance. A form submission alone does not authorise paid recovery work.
Pack and send by tracked courier. Use a strong box, cushioning on every side and antistatic protection for bare drives. Keep the tracking number.
Arrival and assessment. The device is logged against the case and examined using a method appropriate to the failure.
Written quote. You receive the proposed scope, charges, parts requirements and known limitations before deciding.
Recovery and verification. Approved work proceeds, with priority files checked where technically possible.
Payment and return. Recovered data and any requested original equipment are returned by the agreed method.

What to send

The failed device or storage requested in our reply.
Original power supply for desktop external drives, NAS units or devices with unusual adapters.
Every member disk and a bay-order record for RAID or NAS cases.
Any original logic-board or storage components removed during earlier repair.
Your case reference inside and outside the parcel, without passwords or sensitive data.

Do not send a complete laptop, desktop, NAS enclosure or mobile device unless requested; in some cases only the storage is required, while in others the original system is essential because of encryption.

Packaging guidance

Place a bare drive in an antistatic bag where available. Wrap the device in several centimetres of firm cushioning, place it in a rigid box and prevent movement. Do not use a thin courier satchel by itself. Consider appropriate carrier insurance, because courier loss or damage is outside the recovery process.

Sending a case from Auckland, Wellington, Christchurch or Hamilton

The process is the same from every region: submit the intake first, receive a case reference and packing guidance, then send the requested device by tracked courier to the Timaru lab. Data Recovery Lab NZ does not claim staffed branches in those cities.

Auckland and the upper North Island

Confirm whether to send only removable storage or the complete computer or phone. Encrypted Mac, Surface and mobile cases may require the original system.

Wellington and the lower North Island

Use rigid packaging, protect bare drives against static and place the supplied case reference inside the parcel without including passwords.

Christchurch, Hamilton and other centres

Keep tracking details and wait for arrival confirmation before sending credentials or approving paid work.

Customers near Timaru can arrange a local drop-off. See Data Recovery Timaru for location information.

Address

Data Recovery Lab NZ
2/27 Nile Street
Highfield
Timaru 7910
New Zealand

Use the case reference supplied in our reply. Local drop-off is by arrangement. We do not operate staffed collection branches in Auckland, Wellington, Hamilton or Christchurch.

Fees and authorisation

Review pricing and fees and the service terms before sending a device. The initial enquiry does not itself create a recovery charge. A stated assessment fee can apply when recovery is possible, a quote is provided and the quote is declined. Pre-approved parts, assembly, destination media and courier costs can apply separately.

Credentials and recording consent

The intake form does not request device passwords or passcodes. If an accepted encrypted case requires a credential, we arrange a separate method and explain when it will be used. Consent to record or publish a case for marketing is never a condition of service and is handled separately, with no effect on the recovery decision.

Start a recovery case

Fields marked required are needed to assess the correct next step. Photographs of the device label or damage can help; remove location metadata if that is a concern.

Technology retailer or IT provider? See the trade partner information.

Full name *

Email address *

Contact number *

Region *

How will the device arrive? *

Device or storage type *

Manufacturer and model, if known

Serial number, if known

What happened and what symptoms do you see? *

Which data is most important? *

Is the required passcode, password or recovery key available? Do not enter it here. *

Referral source (optional)

Photo of the device label or damage (optional, maximum 10 MB)

I confirm that I am the owner or authorised representative and have read the pricing and fee policy, security information and service terms. I understand that submitting this form does not authorise paid recovery work.

Need to ask before sending?

Call (03) 929 2837, mobile 021 148 9558, or use the general contact form.