Due to our design and manufacturing processes as well as agreements with our partners, OtterBox 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 device we have not yet released a launch date for from somewhere other than otterbox.com, companies outside OtterBox 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.

Because OtterBox 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 OtterBox case together are intrinsically safe they would need to be tested by a certified testing lab.

The easiest way to remove the Defender Series case is to peel back the outer silicone layer first. Work your way around the device until the entire outer layer is disconnected. Separate the two polycarbonate pieces by releasing the tabs on each corner of the device.

To avoid any potential interactions with these types of medical devices, keep OtterBox MagSafe compatible products a safe distance away from your medical device. Otterbox recommends keeping at the MagSafe product 15cm (6 inches) or more apart from your medical device. Otterbox recommends keeping the MagSafe device 30cm (12 inches) apart when wirelessly charging. Consult with your physician and your device manufacturer for specific guidelines.

Find more information about the duration of our warranty and what it covers here.

If you need to replace an item due to a product defect, please do not return the product to a Costco warehouse. Instead, please submit a request below to have your item replaced.

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.

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.

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.

Warranty claims for defective products purchased through www.Costco.OtterBox.com must be made on the OtterBox Costco Next site www.Costco.OtterBox.com/warranty. 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, 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 credit card or CVC 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

Please make sure to review your order confirmation carefully. If you find any errors, please contact us immediately at www.costco.otterbox.com/contact-us. Due to our automated system, orders are automatically submitted to our fulfillment department as soon as they are submitted online. Please understand that we may not be able to modify your order and may need to cancel the existing order and re-place a new order.

On all domestic orders you may return items purchased on Costco.OtterBox.com for any reason within the first ninety (90) days from the date of purchase for a refund.

If you need help with your order or need to replace an item due to a product defect, please do not return the product to a Costco warehouse. Instead, please submit a request below to have your item replaced.