You've probably heard people talk about the OtterBox warranty before. Their phone cases seem nearly indestructible, but accidents sometimes happen. When they do, OtterBox will usually replace your case for free.
But does the policy apply to Canadians?
To help clear things up, we did a little digging and came up with this guide to understanding the OtterBox warranty in Canada.
OtterBox offers a one-year limited warranty on most of its products, but there are a few exceptions and things you should know before you file a claim – and that's where this guide comes in handy.
First things first, there are a couple things you should know about OtterBox – whether you've been buying their cases for years or you're looking to pick up your first one. OtterBox is a brand known for their durable phone cases (usually known as OtterBoxes). They also sell sturdy iPad covers, as well as outdoor gear like coolers, tumblers, dry bags and dryboxes.
How long is an OtterBox under warranty?
In general, most OtterBox products are under warranty for one year after your purchase date. The OtterBox warranty covers "defects in material or workmanship" – so if your phone case breaks, falls apart or fails to protect your phone from minor damage within 12 months, it's definitely worth filing a claim. If OtterBox accepts your claim, they'll send you a replacement.
How do you file an OtterBox warranty claim?
In most cases, you can file an OtterBox warranty claim online. It's a pretty simple two-step process. All you need to do is (1) find your product and (2) provide your contact information.
1. Find your product
First, you'll need to narrow down exactly which case you have. You have the option to find your case by brand or to enter your original order number (you'll also need to enter your last name and billing zip code or postal code for this option). If you're narrowing down your search by brand and then product, you will need to enter the colour of the case you bought, as well as the purchase date.
You can file more than one claim at once, so make sure you fill out the form for any additional OtterBox cases you need replaced at this step, too.
2. Enter your contact information
Once you select your case, OtterBox needs to know how to send it to you! They'll ask for your email, shipping address, billing address and payment information (so you can cover shipping and handling charges for the replacement OtterBox cases).
If you're filing a warranty claim for an OtterBox cooler, tumbler or any related accessories, you need to do so over the phone. Call customer service at 1-855-688-7269.
Is a replacement OtterBox really free?
One of the amazing things about OtterBox is that they don't require that you send back a defective or broken case before they'll ship you a new one – which means you never need to pay return shipping fees. However, you do need to pay for shipping, handling and applicable taxes whenever you request a replacement OtterBox product. Still, it's cheaper than paying for a new case!
When should I expect my replacement case?
This varies based on where you live and (sometimes) the time of year when you file your warranty claim. OtterBox should send you an update on your order within 72 hours, followed by a tracking number as soon as your new case ships.
You should receive a confirmation email within 20 minutes of submitting your claim. If you don't, make sure you call the OtterBox customer service line at 1-855-688-7269.
What if I bought my OtterBox at a store?
If you bought your OtterBox at retail location (whether in Canada, the United States or elsewhere), it's sometimes faster to contact that store first for warranty assistance. If that store still has your customer record and order information, they might be able to help you process your request that same day – so it's always worth a shot! Otherwise, online usually still works.