Case Questions

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.

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.

Do OtterBox MagSafe compatible cases and accessories interfere with magnet-sensitive medical devices?

To avoid any potential interactions with these types of medical devices, keep OtterBox MagSafe compatible products a safe distance away from your medical device. Otterbox recommends keeping at the MagSafe product 15cm (6 inches) or more apart from your medical device. Otterbox recommends keeping the MagSafe device 30cm (12 inches) apart when wirelessly charging. Consult with your physician and your device manufacturer for specific guidelines.

Warranty Questions

How long is my OtterBox product under warranty? What does the warranty policy cover?

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 I request a replacement? Will I be required to provide proof of my purchase?

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. We also require a photo of the damaged product and may ask that the damaged product be returned to us before or after shipping out a replacement product. Customers who do not comply with these requests may be denied warranty replacements.

I have sent in the requested information on my warranty claim. When will I receive my replacement?

If your claim is approved, you will receive an email update within 3-4 business days 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 of your inbox. If more than 4 days have passed, you can create a new contact

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 more information, please reply directly to the email that you received.

What is required for a warranty claim?

All warranty claims will require a photo of the damaged product and a small shipping and handling fee. We also may ask that the damaged products be returned to us for evaluation by our engineers. Customers who do not comply with these requests may be denied a warranty replacement.

Order/Return Questions

My order wouldn’t process, but I have multiple charges on my credit card. Why is this?

When you place an order on OtterBoxlife.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 credit card or CVC 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?

If you’ve placed an order online please make sure to review your order confirmation carefully. If you find any errors, please chat with our Customer Service team on our Support Page immediately. Due to our automated system, orders are automatically submitted to our fulfillment department as soon as they are submitted online. Please understand that we will not be able to modify your order and will need to cancel the existing order and re-place a new order.

What is your return policy?

We will accept returns within 30 days of the original purchase only if the product was purchased directly from OtterBoxlife.com.

Shipping

When I select my residential address for 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?

All unrestricted International orders are shipped via USPS International or FedEx International. 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. OtterBox 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.

When can I expect to receive my order?

OtterBox offers several shipping methods for your convenience including affordable standard shipping via UPS Mail Innovations.

Estimated shipping times have been provided below. Please keep in mind; these time frames include our processing period.

• Contiguous United States – 3-8 Business Days
• Alaska, Hawaii, and U.S. Territories – 5-9 Business Days

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 a UPS tracking number at www.ups.com/track and a FedEx 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.