Frequently Asked Questions

Case Questions

Our cases can generally be cleaned with mild soap and water, then air dried or dried lightly with a paper towel.Click herefor more information on how to keep your LifeProof case clean from bacteria.

Warranty Questions

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

Warranty claims can be submitted online here. We do collect a small shipping and handling fee for all warranties as it allows us to get you a replacement product as hassle-free as possible. We may occasionally ask for photos of the damaged product, or that damaged products be returned to us prior to shipping out a replacement product. Customers who do not comply with these requests may be denied warranty replacements.

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. Please check your spam and promotion folders as some email providers may route emails to folders outside your inbox. If more than 72 hours have passed, you can create a new contact with customer service for assistance. We are experiencing delays in our support services due to measures taken to reduce the spread of COVID-19. We appreciate your patience and understanding.

If you cannot find your product online and you are still within the applicable warranty period outlined here, then fill out this form, and we can check to see if your product is still available. 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.

If you purchased your LifeProof case directly from a retail location, you are entitled to claim your warranty from your point of purchase for immediate 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. However if you are having difficulty completing your warranty at your point of purchase, we would still like to help you. Click here to proceed with your warranty.

All warranty claims will require a small shipping and handling fee. We may also ask for photos of the damaged product, or that 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.

Order/Return Questions

When you place an order on lifeproof.com, 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 and is merely a security measure we use to protect your financial information. 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.

We’re sorry you’re experiencing unexpected delays in your order. Here is a list of possible reasons as to why your order is not processing:

  • The billing address that is on the order does not match the billing address where the card statement is mailed to.
  • Unavailable funds
  • For most credit cards, enter the three-digit number that follows your account number on the back of your card. If you have an American Express card, enter the four-digit number printed above your account number on the front of your card.
  • Incorrect credit card number or expiration date.

Due to our automated system, orders are automatically submitted to our fulfillment department as soon as they are submitted online. We are experiencing significant delays in our support services due to measures taken to reduce the spread of COVID-19. At the moment, we are exceeding a 72 hour response time and in some cases longer. Please note, we are unable to cancel or modify orders placed online. We appreciate your patience and understanding.

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

Shipping

Due COVID-19, we are currently operating at diminished capacity as we take preventative measures to ensure the health and safety of our employees. There will be delays in fulfillment and shipment of orders. You will receive communication notifying you when your order has shipped. If you have additional questions, please Contact Us.

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.

Please note due to COVID-19 there may be some restrictions to shipping in your area at this time. All unrestricted International orders are shipped via FedEx International and deliveries may also be delayed due to COVID-19. The cost of shipping is calculated automatically based on weight and location when you place your order online. You will be able to view the cost before you submit your final order. LifeProof has no control over the cost of duties and taxes that are imposed upon import to any country outside Hong Kong S.A.R, China and cannot be held responsible for compensation. Please note that we are obligated by law to declare the proper value on all shipments.

Unfortunately, at this time we cannot ship to military addresses.

Orders placed on LifeProof.com.au ships out of our warehouse location in Hong Kong S.A.R, China offering our customers lower shipping costs. All orders use flat rate shipping with duties and taxes included for complete door-to-door service!


Shipping Cost (Taxes Included) USD
Cambodia $24.99
Hong Kong S.A.R. FREE
Indonesia $9.99
Japan FREE
South Korea FREE
Macau S.A.R. FREE
Malaysia FREE
Philippines $9.99
Singapore FREE
Sri Lanka $24.99
Taiwan $5.99
Thailand $24.99
Vietnam $24.99
India $59.99

Yes. Once the order has been shipped, you will receive an email with your tracking information. You can enter a FedEx tracking number at https://www.fedex.com/. Please note, it may take 1 – 2 days after shipment, for the tracking information to update.

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