How do I get a damaged OtterBox phone case replaced under warranty?

Follow these steps

1. 1

   Confirm the case is covered

   Open OtterBox's warranty page and read what it covers. The page says the case warranty covers defects in materials and workmanship under normal use, and that this includes OtterBox phone cases. Coverage varies by product, so check the details that apply to your case model.

   You should see: You know whether the damage looks like a defect the warranty is meant to cover, or like damage it may not address. If it is unclear, keep going and let OtterBox decide.

2. 2

   Start the claim from the official site

   On OtterBox's website, open the Support menu and choose Warranty My Item. The warranty page also has a Get started here link that goes to OtterBox's support site. If your case is not listed online but is still within its warranty period, use the fill out this form option, which leads to the Contact us page.

   You should see: You are on OtterBox's official support site and see a claim form, or a contact option for a case that is not listed.

3. 3

   Photograph the damage and gather proof

   Take a clear, close-up photo of the damaged area, and a second photo of the whole case so the model can be identified. Have your receipt or order number ready, since OtterBox says some claims ask for a receipt. Expect a small shipping and handling fee, which OtterBox says applies to every claim.

   You should see: You have photos and any purchase details ready to enter or upload with the claim.

4. 4

   Submit the claim and keep the confirmation

   Fill in the case and phone details on the form, upload the photos, and pay the shipping and handling fee if the form asks for it. Save the confirmation page or email and any claim number it gives you.

   You should see: You see a confirmation screen or receive a confirmation email with a claim reference you can use if you need to follow up.

5. 5

   Return the old case if OtterBox asks

   OtterBox may ask you to send the damaged product back for evaluation by its engineers. Follow the return instructions it sends you, and keep the shipping record. OtterBox says customers who do not follow these requests may be denied a replacement.

   You should see: The damaged case is sent using OtterBox's instructions, and you have a shipping record in case it is needed later.

6. 6

   Expect a replacement, not a refund

   If the claim is approved, OtterBox sends a replacement, which is free apart from shipping, handling, and any applicable taxes. OtterBox says refunds are not offered as part of the warranty process. It also says approved replacements are processed within a few business days, and tracking information is sent when the replacement ships.

   You should see: You receive shipping or tracking information for the replacement. If the claim is not approved, use the Connect option on OtterBox's site to contact its customer service.