Call 877-394-6001 (24 hours a day, 364 days a year) or contact us online.
General Questions About the Total Water Protection, Limited Warranty, also referred to as “TWPP Limited Warranty”
Q: What is the TWPP Limited Warranty?
A: TWPP is a limited warranty that is included with your purchase of a LifeProof Case when purchased through select retailers. The TWPP Limited Warranty includes coverage of your electronic device as a consequence of water damage due to a material or workmanship defect of the LifeProof case.
Q: Why register for the TWPP Limited Warranty?
A: Registration is required for the TWPP coverage to be effective. Register your LifeProof case and electronic device at time of purchase and if your electronic device fails as a consequence of water damage due to a material or workmanship defect of the LifeProof case, your electronic device will be repaired or replaced for up to one full year from the time of purchase.
Q: What if I do not wish to use the TWPP Limited Warranty?
A: You are not required to register if you do not wish to use the TWPP Limited Warranty. Be aware that if you don't register you will not be able to use the TWPP Limited Warranty in the future.
Q: What are the business hours for the TWPP department?
A: The TWPP department is open 24 hours a day, 364 days a year.
Q: How do I contact the TWPP department?
A: Please contact the TWPP department by calling 877-394-6001.
Q: What if I just want to purchase the TWPP Limited Warranty without a new case?
A: The TWPP Limited Warranty is not available for purchase. TWPP is a limited warranty made by the manufacturer of the LifeProof case, Otter Products, LLC, and therefore, is included at no cost to you with your purchase of a LifeProof case through select retailers.
Q: My LifeProof case failed the initial water test. What do I do now?
A: If your LifeProof case failed the initial water test, you do not need to contact the TWPP department nor file a Service Request for the case.
Please contact LifeProof Customer Support to file a request for a warranty replacement for your case by going to the following link:
www.lifeproof.com/en/support/knowledge-base/full-contact/
This link will allow you to choose either to call or e-mail Customer Support.
Q: What is covered under the TWPP Limited Warranty?
A: Water damage to your electronic device while inside the LifeProof case due to a material or workmanship defect of the LifeProof case.
Q: What electronics are covered under the TWPP Limited Warranty?
A: The TWPP Limited Warranty covers the iPhone 4, iPhone 4s, iPhone 5, iPhone 5s, iPhone 5c, Galaxy S3, Galaxy S4, Galaxy S5, iPad 2, iPad 3, iPad 4, iPad mini, iPad mini Retina and iPad Air.
Q: Which products is the Total Water Protection Program available for?
A: The program is available for the following cases:
Q: What is not covered under the TWPP Limited Warranty
A: Any damage that is not water damage due to a material or workmanship defect of the LifeProof case, including but not limited to the following:
Q: What if I choose to use a different service center to service my damaged device? Can I be reimbursed for the cost of the service?
A: Unfortunately, if you seek service or replacement for your damaged device elsewhere, we are unable to provide you with any form of reimbursement.
The Total Water Protection Program is only applicable for service for water damaged devices through our certified service provider.
We do not provide reimbursement for any service costs or replacement costs for services provided by anyone other than our certified service provider.
Q: How do I conduct a water test on my case?
A: Please perform the water test on your case without your device inside for 30 minutes. Before administering the water test, please carefully clean the case, paying careful attention to the case interior and O-ring. The case is designed with a very precise latching mechanism and even the smallest hair or particle of dust can prevent the case from sealing properly.
LifeProof has a variety of instructional manuals available on the Support page for you to reference when conducting your water test. Please go to www.lifeproof.com/en/support/products/ to choose which case you have. Here, you will be able to review all installation instructions that are recommended by LifeProof.
Upon completion of the water test, there should be no visible water drops inside, although some minor condensation may appear if there is a significant difference between the water temperature and the room temperature. If it looks dry inside, the case has passed the test.
Please note that you should never place your phone inside the case if it has not fully passed the water test.
Q: Where can I purchase a case with the TWPP Limited Warranty?
A: Currently, LifeProof cases with the TWPP Limited Warranty can be purchased from Verizon corporate stores.
Q: What if I am located internationally and purchased a case with the TWPP Limited Warranty while I was in the US?
A: Unfortunately, the TWPP Limited Warranty is only valid for Service Requests made for US residents.
Q: How can I go about filing a Service Request for just my case if I have already had my device fixed or replaced?
A: You can file a request for a warranty replacement through LifeProof's customer support.
Please contact LifeProof Customer Support to file a request for warranty for your case by going to the following link:
www.lifeproof.com/en/support/knowledge-base/full-contact/
This link will allow you to choose either to call or e-mail Customer Support.
Q: How do I contact LifeProof Customer Support?
A: Please contact LifeProof Customer Support by going to the following link:
www.lifeproof.com/en/support/knowledge-base/full-contact/
This link will allow you to choose either to call or e-mail LifeProof's Customer Support.
Q: If I had my electronic device replaced elsewhere, will my new electronic device be covered under the TWPP Limited Warranty?
A: The TWPP Limited Warranty only allows one registration with one device and one LifeProof case. If you have received a new or replacement device, it is not eligible to be registered for the TWPP Limited Warranty with your original LifeProof case or Program Registration Number.
If you wish to register your new device, you will need to purchase a new LifeProof case from a retailer who offers the TWPP Limited Warranty coverage as well which will give you a new Program Registration Number. You would then be able to register the new device and LifeProof case.
Q: What are the Guidelines for Appropriate Use (GAU) for my TWPP Limited Warranty on my electronic device and LifeProof case?
A: There are a few items and pieces of information that we require you to keep during the time that your TWPP Limited Warranty is valid. In the event that you need to file a Service Request in the future we will require:
Q: What payment methods do you accept?
A: The TWPP department accepts payment using VISA, MasterCard, American Express, and Discover Card.
Q: How long is my TWPP Limited Warranty valid for?
A: Your TWPP Limited Warranty is valid for one year from the original date of registration for the TWPP Limited Warranty. The TWPP Limited Warranty is valid for one Service Request for the registered device and LifeProof case in this one year time period.
Q: I purchased the TWPP Limited Warranty for my iPhone 5 case and now upgraded to the iPhone 5s. Can I update my registration to use the LifeProof case with my iPhone 5s?
A: No, the TWPP Limited Warranty is non-transferable and registration cannot be altered for use with a newly purchased iPhone 5s.
Q: I purchased a LifeProof iPhone 5 case from Verizon for use with my iPhone 5s device. How can I register my case for the TWPP Limited Warranty?
A: If you purchased your LifeProof case through Verizon for use with your iPhone 5s, please contact LifeProof Customer Service for assistance in registering your case.
Q: Where do I register for the TWPP Limited Warranty?
A: Please go to www.lifeproof.com/twpp to register your case and device for the TWPP Limited Warranty. You will want to click on the orange button that is labeled "Register Now", which will direct you to a page in which you will be able to register your products for the program.
Q: What do I need in order to complete my registration?
A: Please see below for a list of required information needed for registration:
Q: What if I do not have all of the required information to complete the registration?
A: Unfortunately, without all of the required information needed for registration you will be unable to register your device and case under the TWPP Limited Warranty. All of this information is required to submit a Service Request. If any information is missing, your Service Request will not be valid.
Q: What if I do not get a confirmation email?
A: If you did not get a confirmation email after you registered, it is possible that the registration was unsuccessful. Make sure that when you registered your device and case for the TWPP Limited Warranty you had all of the required information and there were no errors upon completion. Please contact the TWPP department if you would like to verify your registration at 877-394-6001.
Q: What do I do if there is no card inside of my original packaging?
A: Please contact the TWPP department by calling 877-394-6001.
Q: What do I do if I no longer have the original packaging from my LifeProof case?
A: The original packaging is not required for registration as long as you have kept the registration card from the packaging with your 9 digit Program Registration Number.
If you have any issues, please contact the TWPP department by calling 877-394-6001.
Q: How many days do I have to register my device and LifeProof case for the TWPP Limited Warranty?
A: You will have 14 days to register your device and LifeProof case for the program from your original date of purchase.
Q: What if I do not register my device and LifeProof case within the allotted time frame?
A: Unfortunately, registration must be completed within 14 days of your original purchase date for the LifeProof case. If registration has not been completed within that time frame, any Service Requests that you submit will be denied.
Q: How do I know if my registration is valid?
A: Your TWPP Limited Warranty registration will be valid as long as you have submitted all of the required information that was requested at the time of registration. If submitted successfully, you will receive a confirmation e-mail informing you that your registration was completed.
Should you have any questions about your TWPP Limited Warranty registration, please contact the TWPP department at 877-394-6001.
Q: What if my electronic device already has physical damage prior to registration?
A: Any damage to your device prior to registration will result in denial of any Service Request that you may file in the future. 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.
Q: Do I need to complete any steps prior to registering my phone and case for the TWPP Limited Warranty?
A: Please make sure that you have all of the required information to complete the registration and consult LifeProof's Support page for pre-install instructions for your case.
Please go to www.lifeproof.com/en/support/products/ to choose which case you have. Here, you will be able to review all installation instructions that are recommended by LifeProof.
Q: What needs to be included from my receipt to register for the TWPP Limited Warranty?
A: Please see the list below for the information that is required to be visible on your receipt:
Note: An example of a proper receipt can be found within the registration portion of the TWPP Limited Warranty.
Q: I registered my electronic device and LifeProof case for the TWPP Limited Warranty just over one year ago. I am now experiencing issues, what do I do now?
A: Unfortunately the TWPP Limited Warranty is only valid for one year from the original date of registration for the TWPP Limited Warranty.
If you are in need of warranty assistance with your LifeProof case, please contact LifeProof Customer Support to submit a request for a warranty replacement for your case by going to the following link:
www.lifeproof.com/en/support/knowledge-base/full-contact/
This link will allow you to choose either to call or e-mail LifeProof Customer Support.
Q: Do I have the ability to edit my TWPP Limited Warranty registration information if I have submitted anything incorrectly?
A: Please contact the TWPP department by calling 877-394-6001.
Corrections may be able to be made to the registration depending on what you feel is incorrect in your registration.
Q: My registered device was replaced or exchanged under manufacturer or carrier warranty. How do I update my registration information?
A: The TWPP Limited Warranty applies only to the original device that was registered; it is not transferrable to a new device.
Q: Where can I check the status of my Service Request?
A: You will receive e-mail updates throughout the service process, which will provide you with latest information about your Service Request.
However, should you have any other questions regarding your Service Request, please contact the TWPP department by calling 877-394-6001.
Q: How long does the TWPP Service Request process take?
A: The TWPP Service Request will be processed within 2 business days. Once your claim has been submitted and validated, a replacement device and LifeProof case will be shipped to you. Once you receive your replacement device and LifeProof case, ship the defective unit and LifeProof case back using the box and shipping label provided with your replacement products. The defective products must be returned within 30 days of the date the initial Service Request was submitted. If the defective products are not returned within 30 days, you will be charged $600 for the cost of the replacement device and LifeProof case.
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. If the products do not match the information you verified when you submitted the Claim Request or the damage is determined to not be covered under the TWPP Limited Warranty for any other reason, you will be charged $600 for the cost of the replacement device and LifeProof case.
Q: What if I lose my card with the code after registration
A: In the event that you have lost your card after registration, please contact the TWPP department by calling 877-394-6001.
Q: Is there a service fee?
A: Yes, there is a service fee to submit and process a Service Request. The service fee is $50 for mobile phones $75 for tablets.
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.
Q: Who pays for shipping costs of the damaged device and LifeProof case?
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.
Q: Where do I get a shipping label?
A: A pre-paid shipping label will be provided to you along with your replacement device and LifeProof case.
Q: What shipping method is used with the shipping label?
A: A pre-paid shipping label will be provided.
Q: Where do I ship the damaged phone and case to?
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. PLEASE NOTE: NEITHER LIFEPROOF NOR OUR SERVICE CENTER SHALL HAVE ANY RESPONSIBILITY WHATSOEVER REGARDING ANY DATA THAT IS CONTAINED ON THE ELIGIBLE DEVICE, AND YOU ACKNOWLEDGE THAT SUCH DATA IS CONSIDERED TO BE UNRECOVERABLE
Note: If the items listed above are not included in the return package, you may be charged $600 for the cost of the replacement device and LifeProof case.
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.
If the damage to your device occurs while outside of the LifeProof case, your TWPP Limited Warranty is void.
Q: What if the damage to my electronic device is not water damage?
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. Any other damage is not covered under the TWPP Limited Warranty.
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.
Q: How do I need to package my items to be sent to the service center?
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.
Q: Do you service or do you replace my damaged electronic device?
A: All approved Claim Requests will be fulfilled by sending you a replacement device and LifeProof case.
Q: Will the replacement device be new or refurbished?
A: You will receive a replacement device that is either new or refurbished.
Q: How do I know if my Service Request was denied or approved?
A: When you call the TWPP department at 877-394-6001, the agent will tell you at that time if your Service Request is approved or denied.
Q: What if I receive the incorrect items when my replacement device and case arrive?
A: Please contact the TWPP department by calling 877-394-6001.
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.
Q: Will my Service Request be valid if I have made modifications to my LifeProof case?
A: Your TWPP Limited Warranty registration will be void if any modifications are made 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?
A: Submitting a Service Request with your TWPP Limited Warranty may void your other insurance or warranty services elsewhere. Please contact your specific service provider before moving forward with submitting any Service Request for your device registered for the TWPP Limited Warranty.
Q: Are there any instances in which the service fee would be waived?
A: We are not able to waive the service fee for the TWPP Limited Warranty.
Q: What if my only address is a PO Box? Can you ship to such an address?
A: Unfortunately, the shipping method used for Service Requests within the TWPP Limited Warranty is unable to deliver to PO Boxes. 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: The TWPP Limited Warranty will only replace a damaged device and Lifeproof case with a product that is of the same make and model with similar functionality to the products that were registered for the TWPP Limited Warranty.
Q: Will my replacement device and case be registered again for the TWPP Limited Warranty?
A: Unfortunately, no. The TWPP Limited Warranty is only valid for one Service Request on your registered device and the corresponding LifeProof case. Once a Service Request has been filed, whether approved or denied, the TWPP Limited Warranty is no longer valid.
The replacement LifeProof case and device are not eligible to be registered for the TWPP Limited Warranty.
Q: How many Service Requests can be filed during the time that my TWPP Limited Warranty is valid?
A: The TWPP Limited Warranty is only valid for one Service Request on your registered device and the corresponding LifeProof case. Once a Service Request has been filed, whether approved or denied, the TWPP Limited Warranty is no longer valid.
Q: What if I want a different color case?
A: Unfortunately, we are unable to provide you with a color exchange for the damaged LifeProof case. In addition, we may not be able to provide a replacement case of the same color as your original case due to case availability.
Q: : What if I do not want another LifeProof case, but just want to have my electronic device covered under the TWPP Limited Warranty?
A: In order for the Service Request to be processed, the damaged device and case must be sent.
Q: What are the circumstances in which I should file a Service Request through the TWPP Limited Warranty?
A: You will submit a Service Request through the TWPP Limited Warranty if water damage occurs to your device while in the LifeProof case due to a material or workmanship defect of the LifeProof case.
Q: Do I need to report any other issues that I may be experiencing with my LifeProof case when I file my Service Request?
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:
If your registered phone or tablet is damaged, click 'Service Request' below. If only your LifeProof case is damaged, see our warranty page.
Service Request
Problems or questions about registering? Click below to contact customer service and to see list of frequently asked questions.
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© Copyright 2015 LifeProof. All Rights Reserved.
© Copyright 2015 LifeProof. All Rights Reserved.