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Frequently Asked Questions

Phone Cases

  1. When will your new case for my device be released?
  2. When will the case for my (any make/model) be available?
  3. Are you making a Defender Series case for my (any make/model) slider phone?
  4. The new iPhone 4 case seems less sturdy than the iPhone 3G/ 3GS cases, is it less protective?
  5. Something appears to be wrong with my iPhone 4 case, the hole at the top doesn't line up with my headphone port,
    is my product defective?
  6. Is the felt lining in the iPhone 4 Defender Series case going to be offered on Defender Series cases for all devices?
  7. Are your cases compatible with other products like the Apple bumpers, iPad Smart Cover or the ZAGG InvisibleShield?
  8. What is the difference between a Commuter Series and a Defender Series case?
  9. Will my Defender Series case fit onto my device if I already have another screen protector on it?
  10. How do you clean the Defender Series?
  11. Do the smartphone cases come with a belt clip?
  12. Can I buy just the silicone part alone if I want to change the color of my OtterBox?
  13. Will the OtterBox allow me to use my device at high altitudes?
  14. Are your cases intrinsically safe?

iPad Cases

  1. Is the new Defender Series case compatible with the new iPad?
  2. Is the new Defender Series case for new iPad compatible with the current iPad 2?
  3. Is the previous Defender Series case for iPad 2 compatible with the new iPad?
  4. Is the previous Reflex Series case for iPad 2 compatible with the new iPad?
  5. Will there be other series available for the new iPad?
  6. Will OtterBox offer other case colors for the new iPad?
  7. Why does the Defender Series for new iPad have a built-in screen protector and other OtterBox tablet cases do not?
  8. If I already have a screen protector installed on my iPad, will that interfere with the built-in screen protector on the Defender Series for new iPad and iPad 2?
  9. Why does the case for the new iPad not have a dock door?
  10. How do I take the Defender Series case for new iPad apart?
  11. How do I clean the Defender Series case?

iPod Cases

  1. How do I tell what model iPod I have?

Waterproof Cases

  1. What material is used for the o-rings/gaskets?
  2. What material is used for the OtterBox?
  3. What if OtterBox doesn't know if my PDA fits in one of their cases?
  4. How do I keep my OtterBox clean?
  5. To what depth are OtterBox dryboxes waterproof?
  6. My OtterBox seems to be leaking, what could be the reason?
  7. Will the metal pins used on my OtterBox rust?
  8. Why won't my OtterBox Open?
  9. What is the foam lining of the OtterBox made out of?
  10. Can the OtterBox sustain any kind of internal pressure?
  11. What is a safe temperature rating for the OtterBox cases?

Phone Cases

When will your new case for my device be released?
Due to our design and manufacturing processes as well as agreements with our partners, OtterBox is not able to release product launch dates or timelines to customers at this time. If you hear or see launch/shipping dates, those have likely been determined by companies outside OtterBox. If you have questions regarding these dates, please contact that company directly.
When will the case for my (any make/model) be available?
Varies… Our design, development and manufacturing processes are very well defined. But, because of all the intricate and intertwined variables involved, these processes are fluid and can quickly shift and take a different turn along the way. That is why we do not provide release dates for our cases. The smallest variable gets out of whack and we are anywhere from two days to two weeks to a month off our schedule. When we confirm we are making a case, you can rely on us to get that case to you as fast as possible.
Are you making a Defender Series case for my (any make/model) slider phone?
No, we cannot make a Defender Series case for a slider phone. The Defender Series is a fully enclosed case that would impede the functionality of your device.
The new iPhone 4 case seems less sturdy than the iPhone 3G/ 3GS cases, is it less protective?
The level of protection from the iPhone 4 case is the same as that of the one made for the iPhone 3G/3GS. We have tested it through an outside testing facility to confirm that we meet the high standards you have for our product. You can rest assured your iPhone 4 is protected!
Something appears to be wrong with my iPhone 4 case, the hole at the top doesn't line up with my headphone port, is my product defective?
Actually, the port cover is correct. The hole in the port cover is intended to leave open access for the noise-cancelling mic. To use headphones you need to open this port cover. This cover prevents dust and dirt from entering the device when the headphone jack is not in use.
Is the felt lining in the iPhone 4 Defender Series case going to be offered on Defender Series cases for all devices?
The interior felt was added specifically because iPhone 4 and iPad devices are made of a glass backing. We included the felt lining to prevent scratches to this glass. At this time it is not on other devices, but we are looking into adding it to more of our Defender Series cases given the positive response it's received.
Are your cases compatible with other products like the Apple bumpers, iPad Smart Cover or the ZAGG InvisibleShield?
Our cases are precision-fit to the device. Any other products that change the dimensions of the device would not be compatible with our cases.
What is the difference between a Commuter Series and a Defender Series case?
At this time, the Defender Series is our most protective case. Its multi-layer design is made up of a hi-impact polycarbonate shell that completely encloses your smartphone. A non-stick, clear protective membrane covers the screen and keys and a durable outer silicone layer completes the case. Included with each Defender Series is a ratcheting belt clip holster. A slight step down in protection level, the Commuter Series is a sleek and tough case made of a durable impact absorbing silicone mid-layer and a form fitting outer polycarbonate shell. The Commuter Series' slim form factor and sleek exterior enable it to slip easily into pockets (it does not come with a belt clip holster). Both are made of high quality materials and meticulous construction methods. The differences between the two cases are most evident in the amount of bulk each adds to a smartphone and the level of protection you desire.
Will my Defender Series case fit onto my device if I already have another screen protector on it?
The Defender Series case is designed to fit the device tight with clearances to prevent damage to the device. The Defender was not designed to be used with a screen protector. Doing so may cause the case to be too tight or not close properly.
How do you clean the Defender Series?
The Defender Series can be cleaned with mild soap and water, then air dried or dried lightly with a paper towel. Please be careful not to scratch the inside of the protective membrane. The outside of the membrane is scratch resistant, while the inside of the membrane can be scuffed fairly easily. Please take care when cleaning and drying the inside of these screens.
Do the smartphone cases come with a belt clip?
All of our Defender Series cases come with belt clip/holster included, with the exception of the iPod touch.
Can I buy just the silicone part alone if I want to change the color of my OtterBox?
Unfortunately, not at this time. We have had a lot of requests for this and are looking into this as a future option.
Will the OtterBox allow me to use my device at high altitudes?
The OtterBox itself does not change the specified altitude range that the device is rated to function at.
Are your cases intrinsically safe?
Because OtterBox cases are designed to work with electronic devices, they are not intrinsically safe. There are a wide variety of devices on the market so to determine if your device and the OtterBox case together are intrinsically safe they would need to be tested by a certified testing lab.

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iPad Cases

Is the new Defender Series case compatible with the new iPad?
Yes, the new OtterBox Defender Series case will accommodate the new iPad.
Is the new Defender Series case for new iPad compatible with the current iPad 2?
Yes, the new OtterBox Defender Series case will accommodate the iPad 2.
Is the previous Defender Series case for iPad 2 compatible with the new iPad?
No, the previous OtterBox Defender Series case for iPad 2 will not accommodate the new iPad.
Is the previous Reflex Series case for iPad 2 compatible with the new iPad?
No, the previous OtterBox Reflex Series case for iPad 2 will not accommodate the new iPad.
Will there be other series available for the new iPad?
OtterBox may have additional case options available for the new iPad in the future, but we have not confirmed any as of yet. Please check www.otterbox.com.hk/new-ipad for any future additions.
Will OtterBox offer other case colors for the new iPad?
OtterBox may have additional case color options available for the new iPad in the future, but we have not confirmed any as of yet. Please check www.otterbox.com.hk/new-ipad for any future additions.
Why does the Defender Series for new iPad have a built-in screen protector and other OtterBox tablet cases do not?
We are constantly advancing the designs and technology we use at OtterBox and this new case for iPad has returned us to the roots of Defender Series design with a built-in screen protector. Protection is our number one priority, and this additional layer delivers a full enclosure that is true to the OtterBox tradition of a three-layered case while allowing full functionality of the touchscreen.
If I already have a screen protector installed on my iPad, will that interfere with the built-in screen protector on the Defender Series for new iPad and iPad 2?
For the best quality and touchscreen sensitivity, we recommend removal of third-party screen protectors before installing the OtterBox Defender Series case for iPad.
Why does the case for the new iPad not have a dock door?
Research shows that a limited number of tablet users dock their device. Due to that information, we have removed the dock door feature incorporated in previous OtterBox Defender Series case designs for iPad.
How do I take the Defender Series case for new iPad apart?
The easiest way to remove the Defender Series case for the new iPad and iPad 2 is to peel back the silicone starting at the home button. Work your way around the device until the entire outer layer is disconnected. Separate the two polycarbonate pieces by releasing the tabs on each corner of the device. Watch the installation and case removal video here.
How do I clean the Defender Series case?
The Defender Series can be cleaned with mild soap and water, and then air dried or dried lightly with a paper towel. Please be careful not to scratch the inside of the protective screen membrane. The outside of the membrane is scratch-resistant, while the inside of the membrane can be scuffed fairly easily. Please take care when cleaning and drying the inside of these screens.

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iPod Cases

How do I tell what model iPod I have?
Please see Apple's help page on this topic here: http://support.apple.com/kb/HT1353

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Waterproof Cases

What material is used for the o-rings/gaskets?
The main case seal is made from a foamed silicone cord. Exception: The screen seal on the 2600 and 3600 PDA cases are made out of butyl rubber.
What material is used for the OtterBox?
The type of plastic used to make the clear OtterBoxes is high impact polycarbonate. All OtterBoxes (regardless of material used) offer the same level of protection.
What if OtterBox doesn't know if my PDA fits in one of their cases?
It simply means we have not yet tested that specific PDA. The majority of our PDA cases are universal, meaning they are not made for one specific model, rather they fit a variety of PDA's. The best way to determine compatibility is to compare the dimensions of your PDA with the interior dimensions of our cases, which you will find listed next to each of the PDA cases on our web site. On occasion if we are seeking information on if a model fits, we will send the customer a case, have them try the device in the case and then get the customer's feedback on how the case fits the device. This way we can build up the quality of our FAQ to help all customers in the future. If you cannot find your model in the FAQ , please contact customer.service@otterbox.com.hk.
How do I keep my OtterBox clean?
We suggest using a Q-tip to swab the seal free from dust and dirt that might cause the OtterBox to lose its effectiveness.
To what depth are OtterBox dryboxes waterproof?
OtterBox waterproof cases are rated and guaranteed to 100 feet deep. Some of our competitors' boxes claim to be "watertight"; however, their technical support says that the boxes should never be submerged. Our OtterBox line can be submerged to 100 feet deep provided that the box is not overstuffed and the seal is clean from contaminants, dirt and debris.
My OtterBox seems to be leaking, what could be the reason?
OtterBoxes have been tested to 100 feet and should not leak if cared for and used properly. First, make sure that your seal is completely clean. Use a Q-tip to remove any dirt or debris from the seal surface. Second, make certain that the objects you are placing in the case are not too big for the box and therefore pushing the box lid open which would compromise the sealing qualities of the box. If a problem persists, contact customer.service@otterbox.com.hk for further diagnosis.
Will the metal pins used on my OtterBox rust?
Our pins are made from marine grade 316 Stainless steel which is the standard choice for salt and freshwater applications. The pins are very rust resistant but over time can form surface rust in a corrosive environment. This surface rust is normal and should not damage the pin or weaken the case.
Why won't my OtterBox Open?
Because OtterBoxes are airtight, significant changes in altitude or temperature can create a vacuum and cause the OtterBox to "suck shut." To remedy this, insert a coin (on the smaller boxes) in the slot, the gap next to the latch, on the front of the box. Twist the coin to equalize the pressure within the case. On the Otter Cases (the larger OtterBox) there is a purge knob on the front of the case that can be opened to equalize the pressure. Remember to retighten this knob when finished so that the case remains watertight.
What is the foam lining of the OtterBox made out of?
The material used to make the foam liners is open cell polypropylene foam.
Can the OtterBox sustain any kind of internal pressure?
The OtterBox cases are not designed to withstand internal pressures pushing outward on the case. The cases would not sustain a seal if internal pressure forces push the case from the inside pushing out.
What is a safe temperature rating for the OtterBox cases?
The temperature range that is acceptable for the OtterBox is between -10 degrees to 175 degrees Fahrenheit. However, this is only for the box. This does not mean that the objects you are protecting can withstand this range of temperatures.

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