Frequently Asked Questions

Case Questions

When will you release a new case for my device?

Due to our design and manufacturing processes as well as agreements with our partners, LifeProof is not able to release product launch dates or timelines to customers at this time. If you hear or see launch/shipping dates regarding a product we have not yet released a launch date for from somewhere other than , companies outside LifeProof 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 you clean the case?

Our cases can generally be cleaned with mild soap and water, then air dried or dried lightly with a paper towel.

Are your cases intrinsically safe?

Because LifeProof 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 LifeProof case together are intrinsically safe they would need to be tested by a certified testing lab.

Warranty Questions

How long is my LifeProof product under warranty? What does the warranty policy cover?

Otter Products, LLC and its affiliated companies worldwide (“LifeProof”) warrants our LifeProof products against defects in material or workmanship for a period of two years 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. If more than 72 hours have passed, please Contact Us for assistance.

How may I receive a warranty replacement if I purchased my case at a retail store?

If you purchased your LifeProof case directly from a retail location, we encourage you to contact that location 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.

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 , 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 Us and we would be happy to help in any way possible.

My order is not processing. Why isn’t my order processing?

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
  • The CCV number was missing or incorrect
  • For most credit cards, enter the three-digit number that follows your account number on the back of your card.
  • If you used an American Express card, we're sorry but we do not accept this card type. We only accept MasterCard, Visa or Paypal.
  • Incorrect credit card number or expiration date

My order says that one or more of the items I ordered are currently on backorder. What should I expect or do?

If one or more of the items in your order is out of stock, your order will not ship until all items are available (applicable to both domestic and international orders).

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. 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 / cancel your order once it has been submitted as these are picked and packed as soon as your order is placed.

What is your return policy?

We will accept returns within 14 days of the original purchase only if the product was purchased directly from . You can read more about our Terms and Conditions of Sale.


When can I expect to receive my order?

Estimated shipping times are between 6 - 8 working days. Please keep in mind; these time frames include our processing period, which can take up to 72 business hours.

Will I be able to track my order?

Unfortunately no but you should expect to receive your order in 6-8 working days. If your order is not delivered after this time, please Contact Us

Will I need to pay import duties or taxes on receipt of products?

If you are located outside of the European Union, you may be subject to additional import taxes or customs tariffs as determined by your country of residence. Such import duties do not apply to shipments within the European Union.

Battery Products

What is a Battery Product?

The following products are considered 'Battery Products' for shipping purposes:
  • LifeProof PowerPack

Can I ship Battery Products to my country?

Battery Products can only be shipped to the following countries:
  • Austria
  • Belgium
  • Denmark
  • Finland
  • France
  • Germany
  • Italy
  • Luxembourg
  • Netherlands
  • Poland
  • Portugal
  • Spain
  • Sweden
  • United Kingdom

Are Battery Products eligible for Expedited Shipping?

Battery Products are not eligible for Expedited Shipping.

WEEE Recycling

What is WEEE?

Waste Electrical and Electronic Equipment (WEEE) is taken back free of charge on a one-for-one, like-for-like basis. Waste batteries including rechargeable batteries are taken back free of charge. You are not obliged to make any purchase when returning old batteries. Each local authority must also accept household WEEE and small batteries free of charge at its recycling facilities. All WEEE and waste batteries must be recycled and should not be placed in any of your household wheelie bins. Make sure you always recycle all your old electrical goods and batteries.

How are we helping?

You may email us to arrange a collection or bring back to your local Civic Amenity Centre. Please go to the WEEE Ireland map to find details of Civic Amenity centres nationwide with WEEE collection facilities.