Frequently Asked Questions
Are there delays in orders placed through the website?
We are currently operating at diminished capacity as we take preventative measures to ensure the health and safety of our employees. There will be delays in fulfillment and shipment of orders. You will receive communication notifying you when your order has shipped. If you have additional questions, please visit our support page at https://www.otterbox.com/en-us/support.
Why are you not providing customer service phone support?
We have taken the preventative measure of temporarily suspending phone operations of our customer service center in response to the continued spread of COVID-19 in our home state of Colorado.
When will phone support resume?
We hope that we can resume phone support soon, but we cannot estimate when this will be. We will continue to monitor the spread of COVID-19 and only allow our customer support team to return to the office when we feel it is safe for them to do so.
How can I get a warranty replacement during this time?
We are still offering warranty replacement support via our web form, which can be found here: https://www.otterbox.com/en-us/warranty-claim. Please note that we are experiencing delays in response times. We appreciate your patience.
How can I get assistance with non-warranty related other inquiries during this time?
We have an online support center with FAQs, order status, shipping info, billing info, product instructions and contact us. Please note we have a reduced crew of customer support representatives working remotely to assist customers through our ‘contact us’ web form. https://www.otterbox.com/en-us/support
How long will it take to get a warranty replacement/response?
We are anticipating some significant delays in our ability to process warranties and respond to web inquiries due to the reduced number of customer support representatives available at this time. We very much appreciate your patience with us as we navigate this difficult time.
Are there delays in orders placed through your website?
We are not currently expecting delays in our product shipments. However, this could change without notice as we continue to monitor the situation and make decisions for the health and safety of our employees.
What are you doing to make sure that the product I ordered is not contaminated by COVID-19?
According to the Centers for Disease Control, transmission of novel coronavirus to persons from surfaces contaminated with the virus has not been documented. Our distribution center is being routinely cleaned, and we have no reason to believe that any of our staff there have been exposed to the virus.
When will you release a new case for my device?
Due to our design and manufacturing processes as well as agreements with our partners, OtterBox is not able to release product launch dates or timelines to customers at this time. If you hear or see launch/shipping dates regarding a device we have not yet released a launch date for from somewhere other than otterbox.com, companies outside OtterBox have likely determined those dates. If you have questions regarding these dates, please contact that company directly.
Are your cases compatible with other products like the Apple bumpers, iPad Smart Cover or the ZAGG InvisibleShield?
Our cases are precision-fit to the device. Any other products that change the dimensions of the device are not compatible with our cases.
How do you clean the case?
Our cases can generally be cleaned with mild soap and water, then air dried or dried lightly with a paper towel. Click here for more information on how to keep your OtterBox case clean from bacteria.
Are your cases intrinsically safe?
Because OtterBox cases are designed to work with electronic devices, they are not intrinsically safe. There are a wide variety of devices on the market so to determine if your device and the OtterBox case together are intrinsically safe they would need to be tested by a certified testing lab.
How do I take the Defender Series case apart?
The easiest way to remove the Defender Series case is to peel back the outer silicone layer first. Work your way around the device until the entire outer layer is disconnected. Separate the two polycarbonate pieces by releasing the tabs on each corner of the device. You can find our installation and case removal videos here.
How long is my OtterBox product under warranty? What does the warranty policy cover?
Find more information about the duration of our warranty and what it covers here.
How do I request a replacement? Will I be required to provide proof of my purchase?
Warranty claims can be submitted online here. We do collect a small shipping and handling fee for all warranties as it allows us to get you a replacement product as hassle-free as possible.
I have sent in the requested information on my warranty claim. When will I receive my replacement?
You should receive an update on your claim within 72 hours of sending in the required information, followed by a tracking number when the replacement ships. Please check your spam and promotion folders as some email providers may route emails to folders outside your inbox. If more than 72 hours have passed, you can create a new contact with customer service for assistance. We are experiencing significant delays in our support services due to measures taken to reduce the spread of COVID-19. At the moment, we are exceeding a 72 hour response time and in some cases longer. We appreciate your patience and understanding.
What if my product is no longer on the warranty page or is out-of-stock?
If you cannot find your product online and you are still within the applicable warranty period outlined here, then fill out this form, and we can check to see if your product is still available. For faster processing times, please include your current shipping address in the message field along with details regarding your product and the warranty issue you're experiencing.
If I purchased my product from a retailer, can I get a warranty replacement?
I need to place a warranty order for a school or business. How can I do this?
Schools, government offices, or businesses needing to place a warranty order should complete the request for warranty on our business website.
Why was my claim denied? What can I do about it?
Your claim may have been denied for one (or more) of the following reasons:
- We could not validate your contact information
- We did not receive valid verification of ownership and damage
- We have received an excessive number of warranty claims placed by you or on your behalf*
If the above do not apply to your situation, then please reply to the denial message with photo(s) of your damaged product(s) next to a piece of paper with your name and date. Make sure that the photo(s) clearly show the damage to the product(s). For additional assistance, please reply directly to the email you received.
*Schools, government offices, or businesses needing to place a warranty order should complete the request for warranty on our business website.
What is required for a warranty claim?
All warranty claims will require a small shipping and handling fee. We may also ask for photos of the damaged product, or that damaged products be returned to us prior to shipping out a replacement. Customers who do not comply with these requests may be denied a warranty replacement.
My order wouldn't process, but I have multiple charges on my credit card. Why is this?
When you place an order on otterbox.com, we must contact your credit card's bank to ensure that your credit card has a valid number. This is done via a full authorization for the amount of the purchase and is merely a security measure we use to protect your financial information. While it may seem as though you have multiple charges on your credit card, these are not charges. They are authorizations that will drop off of your statement (if your order did not go through) typically within 2 – 3 business days. We only charge a credit or debit card after an order has shipped, and we only charge the card once. If these authorizations are causing problems, you can simply call your bank to get them removed. If you experience further problems, please contact our customer service team and we would be happy to help in any way possible.
My order is not processing. Why isn’t my order processing?
We’re sorry you’re experiencing unexpected delays in your order. Here is a list of possible reasons as to why your order is not processing:
- The billing address that is on the order does not match the billing address where the card statement is mailed to
- Unavailable funds
- The SSC number was missing or incorrect
- 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 credit card number or expiration date
My order says that one or more of the items I ordered are currently on backorder. What should I expect or do?
If one or more of the items in your order is out of stock, your order will not ship until all items are available (applicable to both domestic and international orders). Once your order ships, you will receive tracking information shortly thereafter.
Can I modify my order after I have already submitted it online?
Due to our automated system, orders are automatically submitted to our fulfillment department as soon as they are submitted online. We are experiencing significant delays in our support services due to measures taken to reduce the spread of COVID-19. At the moment, we are exceeding a 72 hour response time and in some cases longer. Please note, we are unable to cancel or modify orders placed online. We appreciate your patience and understanding.
What is your return policy?
We will accept returns within 30 days of the original purchase only if the product was purchased directly from Otter Products. You can read more on returns here.
How do I submit a tax exempt order?
If you wish to apply for tax exemption, you can do so by creating an account on our business website otterboxbusiness.com. Once you create a business account, you can then complete the required tax exemption information form found on the My Account page. Approval can take 1-3 business days.
When I select my residential address for FedEx shipping, do I need to be home when it arrives?
No. There is no signature required for deliveries to residential addresses. If the driver feels that it is "unsafe" to leave the package, then they will leave a note stating the options that you have for getting the package.
I live outside the United States. What is the process for shipping internationally?
Please note due to COVID-19 there may be some restrictions to shipping in your area at this time. All unrestricted International orders are shipped via USPS International or FedEx International and deliveries may also be delayed due to COVID-19. 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. LifeProof 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.
I am in the military; can OtterBox ship to an APO address?
We do ship to military addresses via FedEx SmartPost. Please allow 2 – 6 weeks for delivery.
When can I expect to receive my order?
Please note that OtterBox and delivery services are experiencing delays due to COVID-19. At the moment, we are exceeding a 72 hour processing time and in some cases longer. We appreciate your patience and understanding.
Estimated shipping times have been provided below. Please keep in mind; these time frames include our processing period.
- Contiguous United States - 8-13 Business Days
- Alaska, Hawaii, and U.S. Territories - 17-21 Business Days
- APO/FPO - 2-6 Weeks
Will I be able to track my order? If so, how do I track it?
Yes. Once the order has been shipped, you will receive an email with your tracking information. You can enter the tracking number at www.fedex.com/tracking. Please note, it may take 1 – 2 days after shipment, and in some cases longer, for the tracking information to update.