LifeProof Policies and Warranty
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 Otter Distribution Center in Hong Kong via FedEx (standard shipping) or other courier service unless otherwise specified. No orders are processed or shipped on Saturdays, Sundays and public holidays in Hong Kong.
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 have a few options. You can either sign the yellow slip the driver leaves on your door telling him to leave the package at the manager’s office or with a neighbor who can sign, or you can call FedEx with your tracking # and give them authorization to deliver to another address.
FedEx SmartPost Shipping
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! View the table below to find your shipping and handling cost.
|Country Shipping Cost (Taxes Included)||USD|
Otter Products, LLC Return Policy*
LifeProof is dedicated to bringing you, our customer, the latest technology in high quality waterproof and drop-proof cases and accessories. Your LifeProof case and LifeProof accessories are covered by a full 30-Day Satisfaction Guarantee policy. All LifeProof Products purchased from LifeProof may be returned within 30 days of purchase, as described below, to ensure that customer satisfaction is made on every purchase.
- We will accept returns within 30 days of the original purchase only if the product was purchased directly from LifeProof.asia.
- Credits will be issued in the form of a refund to the Credit Card used for the original purchase. Refunds are for product only, as shipping charges are non-refundable.
- Please contact Customer Service to obtain a Return Merchandise Authorization number (RMA).
- You will be asked to provide your original order number, so please have this information readily available. You will also be asked the reason for your return (this information will be used for our records).
- You will receive your Return Merchandise Authorization via e-mail which will include your RMA# as well as instructions for the return. Otter Products is not responsible for return shipping charges.
- Please allow up to 15 business days after receipt of your return for your credit to be issued. You will receive an e-mail confirmation of the credit once it has been issued.
*Otter Products, LLC return policy as stated above is not applicable to any Partners of Otter Products, LLC (i.e. Resellers, Distributors, VARS, etc.) To obtain more information about our aPartners return policy, please contact your Account Executive for more details.
*Otter Products, LLC is not responsible for return shipping charges. For customers who purchase and return their product within the United States, Otter Products, LLC will provide a courtesy shipping label for $5 USD.
Payment Policies for Purchases from LifeProof
Purchase using Credit Card
When you place your order using a credit card, LifeProof authorizes your purchase by verifying that your card has the available funds. Your credit card provider sets aside those funds so you may not spend them on anything else. LifeProof then "captures" or takes the funds for purchased LifeProof Products only after they ship. Please note that if your purchase does not complete for any reason, such as your card being declined by our Card Processor or your bank, the set-aside funds may continue to be unavailable for you to spend for several days, but will not be taken by LifeProof.
Purchase using PayPal
When you place your order using PayPal, the purchase amount is deducted from your PayPal-associated account immediately.
Policy Regarding Damaged Items
When you receive the package containing your LifeProof Product, please inspect your parcel carefully. If you receive a damaged LifeProof Product, notify the delivery company immediately. Do not discard any of the box, shipping label, packing material, or broken items. The delivery company must pick up the damaged goods and provide you with a claim number. You may provide us the claim number so we can follow up on the claim status - this may take up to several weeks. We are unable to send out replacement items until the claim is approved, or a payment is made for the 2nd shipment. If the delivery company accepts responsibility for the claim, we will promptly issue a refund to your credit card once LifeProof receives reimbursement from the delivery company.
Policy Regarding Pre-orders and Delivery Delays
Pre-orders will be shipped when the affected LifeProof Product become available. Some items may require prepayment.
Some LifeProof Products in the LifeProof store may not be in stock and may have to be provided from our factory. If we become aware that shipment of the LifeProof Product you ordered is being delayed for any reason, we will attempt to contact you. Otherwise, the LifeProof Product will ship promptly after we receive it.
Dispute Resolution Policy
LifeProof agrees to use reasonable efforts and reasonable methods to resolve any disputes or discrepancies that arise regarding you and LifeProof. As part of the dispute resolution process, you also acknowledge and agree that you as the Authorized User or the Cardholder will not initiate any chargeback or claim procedure with our Merchant Bank or your creditor without first obtaining a special claim confirmation number from us to verify that you contacted LifeProof and provided us with the opportunity to resolve the claim or dispute, even if we were ultimately unable to provide a resolution.
Unsolicited Submission Policy
Otter Products, LLC (DBA LifeProof) and its employees do not accept or consider unsolicited ideas or information, including any ideas or information relating to products, product improvements, product enhancements, technologies, marketing campaigns, advertising concepts, or business plans. Please do not submit any unsolicited ideas or information. If any unsolicited idea or information is submitted to Otter Products, LLC or its employees (“submission”), the submission is automatically governed by the following terms: 1) the submission and its contents will automatically become the property of Otter Products, LLC without any compensation to you; 2) the submission and/or its contents may be redistributed for any purpose and in any way; 3) there is no obligation for Otter Products, LLC to review or return the submission; 4) Otter Products, LLC has no obligation to keep the submission confidential; and 5) Otter Products, LLC is not liable for any use or disclosure of the submission.