Frequently Asked Questions

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 visit our support page at https://www.lifeproof.com/en-us/support.

We have taken the preventative measure of temporarily suspending phone operations of our customer service center in response to the continued spread of COVID-19 in our home state of Colorado.

We hope that we can resume phone support soon, but we cannot estimate when this will be. We will continue to monitor the spread of COVID-19 and only allow our customer support team to return to the office when we feel it is safe for them to do so.

We are still offering warranty replacement support via our web form, which can be found here: https://www.lifeproof.com/en-us/warranty-claim. Please note that we are experiencing delays in response times. We appreciate your patience.

We have an online support center with FAQs, order status, shipping info, billing info, product instructions and contact us. Please note we have a reduced crew of customer support representatives working remotely to assist customers through our ‘contact us’ web form. https://www.lifeproof.com/en-us/support

We are anticipating some significant delays in our ability to process warranties and respond to web inquiries due to the reduced number of customer support representatives available at this time. We very much appreciate your patience with us as we navigate this difficult time.

We are not currently expecting delays in our product shipments. However, this could change without notice as we continue to monitor the situation and make decisions for the health and safety of our employees.

According to the Centers for Disease Control, transmission of novel coronavirus to persons from surfaces contaminated with the virus has not been documented. Our distribution center is being routinely cleaned, and we have no reason to believe that any of our staff there have been exposed to the virus.

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 lifeproof.com, companies outside LifeProof have likely determined those dates. If you have questions regarding these dates, please contact that company directly.

Our cases are precision-fit to the device. Any other products that change the dimensions of the device are not compatible with our cases.

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

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.

Find more information about the duration of our warranty and what it covers 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 your product was purchased from an LifeProof authorized retailer, and that product is still within the applicable warranty, then your damaged product is eligible for a warranty replacement.

Schools, government offices, or businesses needing to place a warranty order should complete the request for warranty on our business website.

Your claim may have been denied for one (or more) of the following reasons:

• We could not validate your contact information
• We did not receive valid verification of ownership and damage
• We have received an excessive number of warranty claims placed by you or on your behalf*

If the above do not apply to your situation, then please reply to the denial message with photo(s) of your damaged product(s) next to a piece of paper with your name and date. Make sure that the photo(s) clearly show the damage to the product(s).

For more information, please reply directly to the email that you received.

*Schools or businesses should contact their LifeProof sales representative!

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.

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
• The SSC 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 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

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). Once your order ships, you will receive tracking information shortly thereafter.

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.com. You can read more on returns here.

LifeProof is part of the Otter Products family. If you wish to apply for tax exemption, you can do so by creating an account on our business website. Once you create a business account, you can then complete the required tax exemption information form found on the My Account page. Approval can take 1-3 business days.

No. There is no signature required for deliveries to residential addresses. If the driver feels that it is "unsafe" to leave the package, then they will leave a note stating the options that you have for getting the package.

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 USPS International or 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 the United States and cannot be held responsible for compensation. Please note that we are obligated by law to declare the proper value on all shipments.

We do ship to military addresses via UPS Mail Innovations. Please allow 14 - 22 business days for delivery.

Please note that LifeProof and delivery services are experiencing delays due to COVID-19. At the moment, we are exceeding a 72 hour processing time and in some cases longer. We appreciate your patience and understanding.

Estimated shipping times have been provided below. Please keep in mind; these time frames include our processing period.

• Contiguous United States - 7-15 Business Days
• Alaska, Hawaii, and U.S. Territories - 14-22 Business Days
• APO/FPO - 14-22 Business Days

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