FAQs | OtterBox

Order/Return
Warranty
Shipping

Order/Return Questions

Can I change/modify my order after payment?

Unfortunately, orders cannot be changed/modified after payment. As soon as an order is placed, it is automatically submitted to our fulfilment department.

Why is my order not processing?

Here is a list of possible reasons:

The billing address that is on the order does not match the billing address where the card statement is mailed to.
Unavailable funds
Incorrect Card Security Code.
Incorrect credit card number or expiration date.

When do I get my refund once I have returned an item?

Once we have received the item in our warehouse, we aim to process a refund to the original payment card within two weeks.

What is your return policy?

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

Warranty Questions

How long are my OtterBox and Lifeproof products under warranty and what's covered?

Otter Products, LLC and its affiliated companies worldwide (""OtterBox"" and “LifeProof”) warrants OtterBox and LifeProof products against defects in manufacturing, material, or workmanship under normal use and service for their applicable Warranty Periods. Regarding the warranty periods of different products, you can read more on our warranty here.

What if my product is no longer on the warranty page or is out-of-stock?

If the item is still within the applicable warranty period outlined here, please contact customer service here.

For faster processing, please include your current shipping address in the message field along with details regarding your product and the warranty issue you're experiencing.

How do I request a replacement?

Warranty claims can be submitted online here.

What is required for a warranty claim?

We try our best to provide a hassle-free claim experience.

For our Otterbox.com.au/Lifeproof.com.au customers, you would need to your order number and the corresponding email address to claim your replacement via our self-service portal here.

For customers who purchased our products in an Apple Store, since your purchase record is not recorded in our system, we would need the below information to proceed your with your claim:

Apple Store receipt in .pdf format
Photos of the damaged product in .jpg format

We may also ask for 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.

Shipping Questions

Where will my order be shipped from?

Orders placed on OtterBox.com.au are shipped from our warehouse in Sydney, Australia.

How much is the shipping fee? Do I need to pay import taxes?

The shipping fee includes freight, duties and taxes for complete door-to-door services.

For details, please click here.

Please note the shipping fee will be settled when you place the order, no additional fee should be requested from Otterbox nor any third party once your order is placed.

Frequently Asked Questions