All you need to do is call 1-855-688-7269 and they will replace it with no problem. You dont even need a reciept and you certainly dont have to go to a retail store. I had mine replaced simply by calling this number. All they did is ask me when I bought it, (and i was unsure about that) and for a few numbers on the inside of the leather cover. After that they mailed me the new case in about 2 weeks. In some caes they provide instructions to mail in your old one. But even if, they pay for shipping for everything I didnt pay one cent. Best purchase I ever made.
First you need to take your smartphone and the OtterBox case to an OtterBox retail dealer, and then present the phone and case to the shop employee for clarification. You can also contact their cuatomer support from their website on www.otterbox.com.