Frequently Asked Questions

Order/Return Questions

Once the order has been placed, it cannot be changed online. If you want to change your order, please Contact Us, and if it has not yet been processed we will change or re-issue a new amended order.

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

Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card.

Shipping Questions

Orders placed on site ships out of our warehouse location in Hong Kong S.A.R. Shipping costs include freight, duties and taxes for complete door-to-door services. For details, please click here.

Yes, there may be a delay in your shipment due to custom clearance.

Warranty Questions

Otter Products, LLC and its affiliated companies worldwide (“OtterBox”) warrants OtterBox 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 you cannot find your product online and you are still within the applicable warranty period outlined here, please fill out this form. For faster processing times, please include your current shipping address in the message field along with details regarding your product and the warranty issue you're experiencing.