Frequently Asked Questions

COVID-19 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.

How can I get a warranty replacement during this time?

We are still offering warranty replacement support via our Warranty web form.

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.

Order Questions

Why create an OtterBox Business account?

  • Enable Checkout - The business site offers special pricing to small and medium-sized businesses. An account must be created before checkout to verify that you are a business and qualify to receive business pricing
  • Discount Tiers - After creating an account, you are eligible for special pricing off your order based on order volume within a calendar year.
  • Professional Support - with an OtterBox for a business account, you will have specialized support to help you find the right products for the job.
  • Verification - Creating an account helps us verify you are an actual business.

How do tax-exempt orders & approvals work?

Government entities and Resellers can upload their tax information and qualify for tax-exempt orders.
  1. Login to My Account
  2. On your profile page, scroll down to RESALE AND TAX EXEMPTION CERTIFICATION
  3. Click EDIT
  4. Fill out required fields:
    • Tax Exemption Number
    • State associated with Tax Exemption Number
    • Tax Exemption Expiration Date
Please allow 24-48 hours for Accounting to approve.

How can I resell OtterBox cases in my store?

While creating an account, under business information, in the field, titled I would like to – select Purchase to resell at my brick and mortar retail store.

How can I request a quote? (RFQ)

If you plan to purchase more than 99 units of a single SKU, you can request a quote by completing the Request a Quote form. Please provide specific details with SKU and quantity needed.

Case & Custom Product Questions

What is a Pro Pack SKU?

A Pro Pack SKU is a “bulk” sku. For the purpose of easier deployments of multiple devices for a business or organization, products ordered in Pro Packs do not come in retail packaging. They are shipped in poly bags and cartons. This is a cost-effective and efficient way of deploying for business and organizations.

Why are cases available on OtterBox.com, but not OtterBoxBusiness.com?

Some products are exclusive to retail locations.

How do I order custom products from the webite?

The best way to inquire about custom products is by filling out the Custom Product form.
How quickly will I receive my order (processing/shipping times)?
  • Typically, 21 business days, assuming un-printed SKU is in-stock at the time of request.
What products are available for customization?
  • Almost all OtterBox products are available for customization. Submit your request for additional information.
What file types are allowed for each type of product?
  • We typically accept files 300 DPI JPG, PDF or EPS format.
What is the warranty on custom products?
  • If you receive a defective product, OtterBox will warranty your product following the standard warranty process. This may not entail the image used to decorate the original product; if redecoration is desired, this can be re-purchased via a separate decoration charge. If a product is received with a defective decoration, we will work with our vendor(s) to provide a replacement product. Please note, wear and tear are not included under the warranty.

Warranty Questions

How do I submit a warranty claim or return?

  1. Navigate to Warranty or Returns.
  2. Complete all the required fields and be as descriptive as possible with the defect or issue with your OtterBox product(s)

How long is my Otter Products purchase under warranty? What does the warranty policy cover?

Otter Products, LLC d/b/a OtterBox & LifeProof and its affiliated companies worldwide (collectively, “Otter”) warrants its products (collectively, the “Products”) against defects in manufacturing, material, or workmanship under normal use and service for their applicable Warranty Periods, subject to conditions contained in this limited warranty. Otter does not warrant and is not responsible for, any smartphone or other device made by anyone other than Otter. This Limited Warranty will apply only to Products purchased from an Otter-authorized dealer that is subject to and follows Otter’s quality controls unless otherwise prohibited by law.

WARRANTY PERIOD

The following warranty periods apply to the Products (each, a “Warranty Period”):
  • OtterBox Private Collection and Limited Edition / Specialty Products: One (1) year (two (2) years for Products purchased in the EMEA region) from the original date of purchase of the Product by a customer from an Otter-authorized dealer
  • OtterBox Outdoor Collection Products: Lifetime of the Product, which is five (5) years from the original date of purchase of the Product by a customer from an Otter-authorized dealer
  • OtterBox Smartphone Cases and Tablet Cases: Lifetime of the product, which is seven (7) years from the original date of purchase of the Product by a customer from an Otter-authorized dealer
  • OtterBox Mobile Accessories: Lifetime of the Product, which is two (2) years from the original date of purchase of the Product by a customer from an Otter-authorized dealer
  • LifeProof Private Collection and Limited Edition/Specialty Products: One (1) year (two (2) years for Products purchased in the EMEA region) from the original date of purchase of the Product by a customer from an Otter-authorized dealer
  • LifeProof Softgoods Products: Lifetime of the Product, which is five (5) years from the original date of purchase of the Product by a customer from an Otter-authorized dealer
  • LifeProof Smartphone Cases and Tablet Cases: One (1) year (two (2) years for Products purchased in the EMEA region) from the original date of purchase of the Product by a customer from an Otter-authorized dealer
  • LifeProof Mobile Accessories: One (1) year (two (2) years for Products purchased in the EMEA region) from the original date of purchase of the Product by a customer from an Otter-authorized dealer
  • LifeProof Electronics: One (1) year (two (2) years for Products purchased in the EMEA region) from the original date of purchase of the Product by a customer from an Otter-authorized dealer

Shipping

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
  • Canada: 17-21 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 the tracking number at FedEx's tracking page. Please note, it may take 1 – 2 days after shipment, and in some cases longer, for the tracking information to update

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.
For more information on shipping, please refer to our dedicated Shipping support page.