Frequently Asked Questions

Order/Return Questions

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

Here is a list of possible reasons :

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

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

We will accept returns within 30 days of the original purchase only if the product was purchased directly from otterbox.com.au. You can read more on returns here.

Warranty Questions

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.

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.

Warranty claims can be submitted online here.

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:

  1. Apple Store receipt in .pdf format
  2. 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

We ship from our warehouse located in Hong Kong S.A.R.

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.

We currently use FedEx Express and other couriers for shipment. The delivery service is be door-to-door and a signature is required.

There are instances where the parcel is left in the collecting counter if the courier cannot reach you on their first attempt.

If you are not available to sign for your parcel , please contact the appropriate courier upon receiving your tracking information.

Once the order has been shipped, you will receive an email with your tracking . Please note, it may take 1 – 2 days, for the tracking information to update on courier websites.

If you cannot find the tracking link email, you may also find the same informtaion here.

Unfortunately, at this time we cannot ship to military addresses. We are sorry for any inconvenience caused.

Yes, we are currently operating at diminished capacity as we take preventative measures to ensure the health and safety of our employees. There may be delays in fulfillment and shipment of orders.

Yes, there may be a delay in your shipment due to custom clearance. This delay is out of our control and we apologize for any inconvience caused.

We ship to various countries in the Asia Pacific Region (please fine the supported countires here).

if you are located in another other region, please visit the following Otterbox sites: US & Canada EMEA