We are temporarily suspending customer service phone support as a precautionary measure given the continued spread of COVID-19. Customers may still submit warranty claims through our online submission form and other inquiries through the general contact page. We appreciate your patience during this time as there will be delays in our response. We wish you well during this trying time.
Q: Why are you not providing customer service phone support?
A: 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.
Q: When will phone support resume?
A: 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.
Q: How can I get a warranty replacement during this time?
A: We are still offering warranty replacement support via our web form, which can be found here: https://www.otterbox.com/en-us/warranty-claim. Please note that we are experiencing delays in response times. We appreciate your patience.
Q: How can I get assistance with non-warranty related other inquiries during this time?
A: 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.otterbox.com/en-us/support
Q: How long will it take to get a warranty replacement/response?
A: 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.
Q: Are there delays in orders placed through your website?
A: 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.
Q: What are you doing to make sure that the product I ordered is not contaminated by COVID-19?
A: 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.