Carbonite Support > Courier Recovery Service for C...

Our product offerings have been renamed. Carbonite Home Backup is now Carbonite Safe Backup, and Carbonite Office Backup is now Carbonite Safe Backup Pro.

Courier Recovery Service for Carbonite Safe

  • This article is for Windows and Mac

The sections below are collapsed. Please click a section title to open / close the appropriate section.

About Courier Recovery

Courier Recovery is available to Carbonite Safe subscribers who live in the United States only. For Carbonite Safe Basic and Carbonite Safe Plus subscribers, there is a $99 fee each time you use Courier Recovery to recover a computer. This fee includes standard shipping (1 to 3 business days). Expedited shipping (next business day) is available at an additional cost of $19.99. For Carbonite Safe Prime subscribers, there is a $9.99 service fee for standard shipping (1 to 3 business days) or $19.99 for expedited shipping (next business day) each time you use Courier Recovery to recover a computer. When you use Courier Recovery, a Carbonite Recovery Specialist retrieves your backed up files for you and copies them to external media that is then shipped to your home address. At the time of delivery, it is required that you sign for the package. Courier Recovery is a separate feature from Mirror Image (available for Windows only) and is unable to restore any backups created with your Mirror Image (which includes your operating system, programs, or system files).

Note: After receiving the recovery drive, please copy your files to your computer and return the drive within 30 days of receipt in order to avoid a $130.00 charge. Also, be sure to return the USB cord with the drive. If you do not return the USB cord, you will be charged an additional $9.99. 

Customers who elect to manage their private encryption key will be unable to use the Courier Recovery service. If you would like Carbonite to manage your encryption key, you can upload your private key to the Carbonite servers, and take advantage of Courier Recovery.

  • This service is for emergency recovery of your computer files and is not intended to be used as an archiving solution. Carbonite reserves the right to deny access to this service.
How to Access Courier Recovery Service

You can access the Courier Recovery service from within your Carbonite account when you need to restore files.

Sign into your Carbonite account at

Sign In

Once signed in to your account, click Get files back for the computer with which you wish to use the Courier Recovery service.

Click Restore

A pop-up window will be displayed that lets you choose a restore method. To access the Courier Recovery service, click the Learn more link.

Click Restore

After clicking Learn more, information and a phone number will be displayed for you to call in order to continue with the Courier Recovery service. If you do not wish to use the Courier Recovery service, click Nevermind, I don't want to do this to view the restore options again.

The screenshot on the left will appear for Safe Basic and Safe Plus customers, while the screenshot on the right will appear for Safe Prime customers. Click the image below to enlarge.

Click Restore

Once you call the phone number listed, you will be in touch with a Carbonite Customer Care representative who will be able to assist you further.