About My Order

1. Payment Options:
OtterBox.com accepts VISA, Mastercard and American Express. Please see our Security Policy for more information about our online ordering system. If you do not have access to the internet or don't feel comfortable placing orders online, please call us direct at 888.695.8820 to place an order.

2. Order Modifications:
If you’ve placed an order online please be sure to review the order carefully. If you find any errors, please contact us immediately. Please understand that if you do not contact us right away, we will not be able to modify your order. Due to our automated system, orders are automatically submitted to our fulfillment department as soon as they are completed online.

3. Discounts:
If you are experiencing difficulties with a coupon code and this is the first time you’ve used it, make sure that you enter the code exactly as it is shown. Please note that you must enter your coupon code in the field that is labeled "COUPON CODE". If you have already submitted an order, please understand that we are not able to make changes to the financial aspect of your transaction.

4. Billing:
Once an order has been submitted, credit cards will be pre-authorized for the total dollar amount of the order. Pre-authorizations will show up immediately, though this does not indicate that a charge has been made. In addition to the bank’s authorization, Otter Products, LLC software system will run various authorization checks. If for any reason an order is not authorized by Otter Products, LLC software system, the order will not be processed, nor will an order confirmation be issued. Under these circumstances, the customer WILL NOT be charged. However, the amount will still appear as a pre-authorization for approximately 2-3 business days. Billing will be processed upon shipment of all orders.

5. Order Not Processing:
Possible reasons that an order would not process:

The billing address that is on the order does not match the billing address that the card statement is sent to.
Unavailable funds.
Incorrect card security code. For most credit cards, enter the three-digit number that follows your account number on the back of your card. If you have an American Express card, enter the four-digit number printed above your account number on the front of your card.
Incorrect card number or expiration date.

Shipping

1. General Information:
Once an order has been submitted, please allow up to 72 hours for it to be processed and shipped (generally orders will ship out sooner than this). All orders are shipped from the Otter Distribution Center in the state of Colorado via UPS Ground (standard shipping) unless otherwise specified. If you place your order before 11am MST then it will ship the same day as long as you select a shipping upgrade and the item is in stock. Any orders with a shipping upgrade that are submitted after 11am MST will be shipped on the following business day. ALL orders are shipped and delivered on business days ONLY (Monday-Friday).

2. UPS Shipping:
Upon shipment you will receive an e-mail notification containing tracking information so that you can view the status of your order. Please note the following UPS delivery requirements: A signature IS NOT required for residential deliveries. A signature IS required for deliveries to apartment complexes and commercial addresses (they cannot leave your package without a signature or they will become liable). If you are not available to sign and UPS has already attempted delivery, you have a few options. You can either sign the yellow slip the driver leaves on your door telling him to leave the package at the manager’s office or with a neighbor who can sign, or you can call UPS with your tracking # and give them authorization to deliver to another address.

3. Shipping Internationally:
All International orders are shipped via UPS Worldwide Expedited or Express (unless other arrangements have been agreed on). The cost of shipping is calculated automatically based on weight and location when you place your order online. You will be able to view the cost before you submit your final order. Otter Products, LLC has no control over the cost of duties and taxes that are imposed upon import to any country outside the United States and cannot be held responsible for compensation. Please note that we are obligated by law to declare the proper value on all shipments.

4. Shipping to an APO Address:
We do ship to military addresses via USPS (priority mail). However, since this option is currently unavailable online, please call us direct to place your order at 888.695.8820 (toll free).

5. Alternate Shipping Options:
We apologize for the high shipping cost of international shipments; this is the actual cost our company is charged by UPS. We can ship to you via DHL or FedEx if you provide your account number. If this is something you would like to do, please call us direct at 888.695.8820 to place your order.

6. Backorders:
If one of the items you order is backordered and your order is shipping domestically, then any item(s) that are in stock will ship first and any item(s) that are backordered will ship separately when they become available. If your order is shipping internationally then it will ship complete (nothing will ship until backordered items are in stock and all items are available for shipping). When items are backordered and result in separate shipments you will be charged twice. The first charge will be for the item(s) that ship first and the total cost of shipping. The second charge will be for the cost of the backordered item(s) only. Upon shipment of the backordered item(s) is you will receive an e-mail notification containing tracking information.

7. UPS Transit Times Map:
UPS Map

Policies

1. Unconditional Life-Time Guarantee:
Here at Otter Products, LLC we have an unconditional lifetime guarantee. If at any time your protective OtterBox becomes faulty, we will replace it for you. We guarantee it for life! No questions. No hassles. It’s easy to stand behind our products with a lifetime warranty because we are confident that they will last a lifetime! Please see Otter Products, LLC Lifetime warranty for more details.

2. Returning Products:

Otter Products, LLC Return Policy*
If you’re inquiring about an exchange, please note that we do not accept exchanges on any of our products. You can return products to receive a refund, and then place a separate order either on our website or by calling us direct. Please see below for further information.

We will accept returns only if the product was purchased directly from Otter Products. Waterproof headphones MUST be returned in original packaging and in resalable condition in order to receive credit.
Credits will be issued in the form of a refund to the Credit Card used for the original purchase. Refunds are for product only, as shipping charges are non-refundable.
Please contact Customer Service toll free at: 888-695-8820 or via e-mail at: info@otterbox.com to obtain a Return Authorization number.
You will be asked to provide your original order number, so please have this information readily available. You will also be asked the reason for your return (this information will be used for our records).
You will receive your Return Authorization via e-mail which will include your RA# as well as instructions for the return. Otter Products is not responsible for return shipping charges.
Please allow 3-4 business days after receipt of your return for your credit to be issued. You will receive an e-mail confirmation of the credit once it has been issued.

*Otter Products, LLC return policy as stated above is not applicable to any Partners of Otter Products, LLC (i.e. Resellers, Distributors, VARS, etc.). To obtain more information about our Partners return policy, please contact your Account Executive for more details.

Please see our warranty for more information.