Tips for safe shipping

It’s important that your device is safely packaged. Please pay particular attention to the padding: it’s necessary to avoid any additional damage during transportation. Hard disk drives are especially delicate devices and any impact may compromise them further.

Please note: send only the storage device to Ontrack and not the whole computer.

Always use extra care in preparing and protecting your parcel.

Here are some tips:

  • Wrap your device with bubble wrap and/or an antistatic bag
  • Put it in a box approximately double the size of the device, and insert protective material (polystyrene, paper, etc.) all around the device to make sure it does not move around in the box
  • If you are sending more than one device, allow for extra space and place protective material between them as well so that they do not touch
  • Before you seal the parcel make sure to enclose the completed paperwork
  • Cut out and paste the shipping label to the outside of the parcel. The label and shipping instructions are found in the relevant page of the documents you received

If you require any assistance please contact your Data Recovery Specialist

See below for a video tutorial on how to remove the hard drive from a desktop or laptop computer. The procedure may be slightly different depending on the make and model of your machine.

How to remove a drive

When possible, remove hard drives from laptops and desktops before shipping. Watch these short tutorials for tips on how to remove the drive from your device.

How to remove a drive from a computer

How to remove a hard drive from a laptop

How to remove an SSD from a Macbook Pro

For all wet devices

How to pack the media

  • Place small items such as flash media cards, USB drives and phones in an envelope before wrapping and placing in the box.
  • The damaged media should be wrapped in anti-static bubble wrap, anti-static foam or an anti-static bag and placed in a box - we suggest a box twice the size of your media.

If the drive moves inside its packaging, it isn’t ready to ship

  • Your hard drive should be packaged in a box (about twice the size of your media) that has enough room for both it and some type of packing material that allows for NO movement.
  • The box should also have sufficient barrier room around the inside edges to absorb any impact during shipping the box will take.

Sending us multiple drives?

If you have more than one drive, ship them in separate boxes or make sure they are separated enough with packing material so there will be no contact between them.

Insurance during transport

Consider getting insurance on any hardware that has significant value. Because you never know what actually happens during the shipping process, it's better to be safe than sorry.


Package the signed contract with your media. Place all documents inside the box. Completed paperwork will expedite the recovery of your data and avoids delays. Don't forget to mark your desired service level.