Frequently Asked Questions

Top Questions

    When can I expect to receive my order?
    Once an order has been submitted, please allow up to 72 hours for it to be processed and shipped (generally orders will ship out sooner than this). All orders are shipped from the Otter Distribution Center in Hong Kong via FedEx (standard shipping) or another courier service unless otherwise specified. Please note, no orders are processed or shipped on Saturdays, Sundays or public holidays in Hong Kong.

    How long is my OtterBox product under warranty and what’s covered?
    Otter Products, LLC and its affiliated companies worldwide (“OtterBox”) warrants OtterBox products against defects in material or workmanship for a period of one year from the original date of purchase of the product by a consumer (the “Warranty Period”). You can read more on our warranty here.
    My order does not seem to be processing, what should I do?
    We’re sorry that you’re experiencing unexpected problems with your order being processed. Please see below for a list of possible reasons as to why your order is not processing, please check the following:
    • That the billing address on the order does not matches the billing address that the card statement is registered to.
    • That there are the correct available funds in the account used to make the purchase.
    • That the SSC number has been entered correctly - for most credit/debit cards, this will be the three-digit number found on the back of your card.
    • That the credit/debit card number or expiration date has been entered correctly.
    When will you release a new case for my device?
    Unfortunately, OtterBox is not able to release product launch dates or timelines to customers. If you hear or see launch/shipping dates regarding a new product from somewhere other than otterbox.com, companies outside OtterBox have likely determined those dates. If you have questions regarding these dates, please contact that company directly.
    What happens after I send in my requested information for a warranty claim?
    You should receive an update on your claim within 72 hours of sending in the required information, followed by a tracking number when the replacement ships. If more than 72 hours have passed, please contact customer service for assistance.

Case Questions

    When will you release a new case for my device?
    Unfortunately, OtterBox is not able to release product launch dates or timelines to customers. If you hear or see launch/shipping dates regarding a new product from somewhere other than otterbox.com, companies outside OtterBox have likely determined those dates. If you have questions regarding these dates, please contact that company directly.
    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 are not compatible with our cases.
    How do I clean my OtterBox case?
    Your case can generally be cleaned with mild soap and water, then air dried or dried lightly with a paper towel.
    Are OtterBox 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 any case together is intrinsically safe it would need to be tested by a certified testing lab.
    How do I take the Defender Series case apart?
    The easiest way to remove the Defender Series case is to peel back the outer silicone layer first. 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. You can find our installation and case removal videos here.

Warranty Questions

    How long is my OtterBox product under warranty and what’s covered?
    Otter Products, LLC and its affiliated companies worldwide (“OtterBox”) warrants OtterBox products against defects in material or workmanship for a period of one year from the original date of purchase of the product by a consumer (the “Warranty Period”). You can read more on our warranty here.
    I have sent in the requested information on my warranty claim. When will I receive my replacement?
    You should receive an update on your claim within 72 hours of sending in the required information, followed by a tracking number when the replacement ships. If more than 72 hours have passed, please contact customer service for assistance.
    How may I receive a warranty replacement if I purchased my case at a retail store?
    If you purchased your OtterBox case directly from a retail location, we encourage you to first contact that retailer for immediate warranty replacement assistance. They will have your customer record and order information and may be able to address your needs of a replacement that same day. If not, please contact our customer service for assistance.

Order/Return Questions

    My order wouldn't process, but I have multiple charges on my credit card. Why is this?
    When you place an order on otterbox.asia, we must contact your credit card's bank to ensure that your credit card has a valid number. This is done via a full authorization for the amount of the purchase. While it may seem as though you have multiple charges on your credit card, these are not charges. They are authorizations that will drop off of your statement (if your order did not go through) typically within 2 – 3 business days. We only charge a credit or debit card after an order has shipped, and we only charge the card once. If these authorizations are causing problems, you can simply call your bank to get them removed. If you experience further problems, please contact our customer service team and we would be happy to help in any way possible.
    My order does not seem to be processing, what should I do?
    We’re sorry that you’re experiencing unexpected problems with your order being processed. Please see below for a list of possible reasons as to why your order is not processing, please check the following:
    • That the billing address on the order does not matches the billing address that the card statement is registered to.
    • That there are the correct available funds in the account used to make the purchase.
    • That the SSC number has been entered correctly - for most credit/debit cards, this will be the three-digit number found on the back of your card.
    • That the credit/debit card number or expiration date has been entered correctly.
    My order says that one or more of the items I ordered are currently on backorder. What does this mean for my order?
    If one or more of the items in your order is out of stock, we will wait until all items are available before we ship your order (applicable to both domestic and international orders). Once your order ships, you will receive tracking information shortly thereafter. If for any reason you do not, please get in touch with our customer service team.
    Can I modify my order after I have already submitted it online?
    If you've placed an order online please make sure to review your order carefully before purchasing. If you find any errors, please contact us immediately. Due to our automated system, orders are automatically submitted to our fulfillment department as soon as they are submitted online. Please understand that we will not be able to modify your order but will instead need to cancel the existing order and place a new order.
    What is your return policy?
    We will accept returns within 30 days of the original purchase only if the product was purchased directly from Otter Products.

Shipping

    When I select my residential address for FedEx shipping, do I need to be home when it arrives?
    Upon shipment you will receive an e-mail notification containing tracking information so that you can view the status of your order. Please note the following FedEx delivery requirements: A signature IS NOT required for residential deliveries. A signature IS required for deliveries to apartment complexes and commercial addresses (they cannot leave your package without a signature or they will become liable). If you are not available to sign and FedEx has already attempted delivery, you can either sign the yellow slip the driver leaves on your door telling him to leave the package with the manager of the building, or with a neighbor who can sign, or you can call FedEx with your tracking number and give them authorization to deliver to another address. For FedEx shipments, please allow 3-5 business days.
    I live outside of the Asia Pacific. What is the process for shipping internationally?
    Rates are available here Orders placed on OtterBox Asia Pacific regional site ships out of our warehouse location in Hong Kong offering our customers lower shipping costs. All orders use flat rate shipping with duties and taxes included for complete door-to-door service!
    I am in the military; can OtterBox ship to an APO address?
    Unfortunately, at this time we cannot ship to military addresses.
    When can I expect to receive my order?
    Please see below for estimated shipping times. These time frames are inclusive of our processing period, which can take up to 72 business hours. In some cases the local Customs office of your country may require additional documents and time to have your package cleared, which may cause a slight further delay on the delivery.

    Shipping Countries Estimated shipping times
    Cambodia 2-4 business days
    Hong Kong
    India
    Indonesia
    South Korea
    Macau
    Malaysia
    Philippines
    Singapore
    Sri Lanka
    Taiwan
    Thailand
    Vietnam
    Japan Within 7 business days
    How do I track my order?
    Once the order has been shipped, you will receive an email with your tracking information. You can enter the tracking number at www.fedex.com/tracking. Please note, it may take 1 – 2 days after shipment for the tracking information to update.