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.