Order/Return Questions
Can I change/modify my order after payment?
Unfortunately, orders cannot be changed/modified after payment. As soon as an order is placed, it is automatically submitted to our fulfilment department.
Why is my order not processing?
Here is a list of possible reasons:
- The billing address that is on the order does not match the billing address where the card statement is mailed to.
- Unavailable funds
- Incorrect Card Security Code.
- Incorrect credit card number or expiration date.
When do I get my refund once I have returned an item?
Once we have received the item in our warehouse, we aim to process a refund to the original payment card within two weeks.
What is your return policy?
We will accept returns within 30 days of the original purchase only if the product was purchased directly from otterbox.com.au.
Warranty Questions
How long are my OtterBox and Lifeproof products under warranty and what's covered?
Otter Products, LLC and its affiliated companies worldwide (""OtterBox"" and “LifeProof”) warrants OtterBox and LifeProof 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.
What if my product is no longer on the warranty page or is out-of-stock?
How do I request a replacement?
Warranty claims can be submitted online here.
What is required for a warranty claim?
We try our best to provide a hassle-free claim experience.
For our Otterbox.com.au/Lifeproof.com.au customers, you would need to your order number and the corresponding email address to claim your replacement via our self-service portal here.
For customers who purchased our products in an Apple Store, since your purchase record is not recorded in our system, we would need the below information to proceed your with your claim:
- Apple Store receipt in .pdf format
- Photos of the damaged product in .jpg format
We may also ask for 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.
Shipping Questions
Where will my order be shipped from?
Orders placed on OtterBox.com.au are shipped from our warehouse in Sydney, Australia.
How much is the shipping fee? Do I need to pay import taxes?
The shipping fee includes freight, duties and taxes for complete door-to-door services.
Due to our automated system, orders are automatically submitted to our Distribution Centre in Sydney, Australia as soon as they are submitted online. Please note, we are unable to cancel or modify orders placed online. We appreciate your patience and understanding.
Shipping charges and estimated delivery times will depend on your location and will displayed in the checkout when you submit your Shipping Address.
Upon shipment you will receive an e-mail notification containing tracking information so that you can view the status of your order. Please note, it may take 1 – 2 days, for the tracking information to update on courier websites.
If you cannot find the tracking link email, you may also find the same information here.
Please note the shipping fee will be settled when you place the order, no additional fee should be requested from Otterbox nor any third party once your order is placed.
How can I track my order?
Once the order has been shipped, you will receive an email with your tracking . Please note, it may take 1 – 2 days, for the tracking information to update on courier websites.
If you cannot find the tracking link email, you may also find the same information here.
I am in the military, can Otter Products ship to an APO address?
Unfortunately, at this time we cannot ship to military addresses. We are sorry for any inconvenience caused.
I do not live in Australia or New Zealand. What is the process for shipping internationally?
If you are located in another other region, please visit the following Otterbox sites:
