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 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 Forgotten Password? Cases Screen Accessories Explore. Search Search. View Cart 0. Explore Cases. Samsung Cases. 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 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. 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.
How long is my LifeProof product under warranty? What does the warranty policy cover? You can read more on our warranty here. You should receive an update on your claim within 72 hours of sending in the required information. Replacement LifeProof products will be furnished only on an exchange basis.
Replacement or repaired LifeProof products are warranted as above only for the remainder of the original applicable Warranty Period. If you wish to make a claim under this Limited Warranty for a LifeProof product, please go to our warranty page and complete the form. You will be asked to provide the following:. All of the above information is required before a warranty claim will be accepted. Once a claim is submitted, you will receive a confirmation email with an incident number. You will need to LifeProof a picture of your damaged case along with a handwritten note containing your name, the date and the serial number.
Once we receive this information we will process your claim. Website: MAP 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. Sign in or sign up your favourite way below.
Sign In Or Sign Up. Forgotten Password? Once your defective products are received by the service provider, the products will be examined to make sure they match the products in your Claim Request. A: In the event that you have lost your card after registration, please contact the TWPP department by calling A: Yes, there is a service fee to submit and process a Service Request. Should you ever need to submit a Service Request for your water-damaged device and LifeProof case that you registered for the TWPP Limited Warranty, you will be required to pay the service fee when submitting your request.
A: LifeProof will provide you with a pre-paid shipping label along with your replacement device and LifeProof case. LifeProof will also pay for any return shipping.
A: A pre-paid shipping label will be provided to you along with your replacement device and LifeProof case. A: You will be provided with a pre-paid shipping label that will include all required shipping information.
Q: What needs to be included in the package with the phone and case for my Service Request? A: Please see the list below for all of the required items that need to be included in your packaging for the Service Request:. Make sure you secure any personal data on your damaged device. Q: What if the damage to my electronic device occurs while not in the LifeProof case?
A: Your TWPP Limited Warranty registration is only valid for water damage that occurs while your electronic device is inside of the LifeProof case due to a material or workmanship defect of the LifeProof case. A: If your electronic device has damage other than water damage, we will not be able to assist you with a Service Request.
The TWPP Limited Warranty only covers water damage that occurs while your electronic device is inside of the LifeProof case due to a material or workmanship defect of the LifeProof case.
In the event that your device has water damage and physical damage visible damage , your device will not be eligible for service or replacement under the TWPP Limited Warranty.
A: The customer is responsible for ensuring that the damaged device and LifeProof case arrive to the service center without incurring any further damage. Please choose shipping materials that will ensure the arrival of the damaged device and LifeProof case as they were reported at the time that you submitted your Service Request.
Disclaimer: Any physical damage that is incurred during shipping to the service center may result in you being charged for the cost of the replacement device and LifeProof case. Q: What do I do if the items get damaged while in transit to the service center? A: Any physical damage that is incurred during shipping to the service center may result in you being charged for the cost of the replacement device and LifeProof case. A: All approved Claim Requests will be fulfilled by sending you a reimbursement check and case redemption code.
A: When you call the TWPP department at , the agent will tell you at that time if your Service Request is approved or denied. Q: What if my phone already has physical damage prior to filing a Service Request? A: Any damage to your device prior to submitting your Service Request will result in denial of your Service Request as the TWPP Limited Warranty only covers water damage while your device is in the LifeProof case due to a material or workmanship defect of the LifeProof case.
Accordingly, any Service Request submitted for a modified case will be denied. Q: If I file a Service Request through the TWPP Limited Warranty, will my insurance policy through my service provider or other warranty services on my electronic device still be valid elsewhere? Please contact your specific service provider before moving forward with submitting any Service Request for your device registered for the TWPP Limited Warranty.
If you have another address, please provide this at the time that you submit a Service Request. If a PO Box is entered, upon review of your request, you will be asked to provide an alternate address. Q: What if I decide to upgrade my device now that it has been damaged?
Can I still file a Service Request and have a replacement case sent for the new, upgraded device? A: Your LifeProof case will be replaced upon approval of your initial Service Request, receipt of your LifeProof case and damaged device, and approval of the Service Request by our certified service provider.
If you have any issues with your case that you have questions about, please contact LifeProof Customer Support by going to the following link:.
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