Returns

We care about the way things are made and we love what we have created at Moment. However, we know things aren't always meant to be.

FAQs

STILL NEED HELP?

Contact us with the form below or email us directly. We are open Monday through Friday, 9am to 6pm (pacific standard time).


What Makes Moment Lenses Better?
We have 25 years of lens making experience. To deliver the best mobile quality in the world, we optimized multi-element designs using the same recipe in designing professional cinema glass for HD film. We then fabricated the lens elements with the same high precision optical manufacturing facilities that produce lenses for 4K cinema.
Which Lens Is Best For Me?
It really depends on the kind of photos you take! Wide Lens: Great to capture epic landscapes and tight interior shots with no distortion. Tele Lens: Perfect for street portraits, adventure photos and travel. Macro Lens: Great for extreme close-ups of rich textures and materials. Such as flowers, insects, and other objects with fine detail. Superfish Lens: Great for capturing the widest shot possible with a clear image from edge to edge. Great for getting tight action shots in one frame or landscapes that are larger than life. All our lenses complement each other well, but getting one at at time works well for many too.
What's the difference between Original and New Lenses?
There are two main differences. Firstly, All of our new lenses include our new lens interface. It's easier to use, stronger, and subtly clicks into place. Secondly, the New Wide lens is the only lens with new glass. Our New Tele, Superfish and Macro rely on the same glass. The image quality on the New Wide lens is stunning.
How Does The Lens Attach To My Phone?
The lens connects to your phone in one of two ways. Moment Case: Our case makes your phone work more like a camera, with a DSLR-like shutter button, built-in lens interface, and strap attachment (straps sold separately). Mounting plate: We’ve created a thin, stainless steel plate that adheres to the back of your phone. This is a non permanent solution, but it provides the necessary strength to make sure your lenses never fall off. To then attach the lens to the mounting plate, we created a simple bayonet design that rotates and stops the lens into place. You can watch a helpful video detailing how to attach your lens with either a case or mounting plate on our Getting Started page.
How Do I Care For My Lenses?
It is important to remove your lens from your phone when not in use. We recommend storing your lens in the microfiber pouch provided or in one of our sturdy lens holsters. To help you keep your lens free of dust and your photos looking crisp and sharp you’ll want to use our Lens Pen designed specifically to keep both sides of your Moment Lenses clean.
My Order Failed To Deliver, Now What?
United States customer orders will be sent back to our Seattle office where we will notify you of its failed shipment, refund you for your order (minus the shipping cost), and have you create a new order on our shop to get it back out to you. If your order was a 3 day shipment, UPS charges us $10 to get it sent back to our office so we will have to take this from the refunded amount. International customers will not be able to receive any refund for an undeliverable order unfortunately. We work closely with our shipping provider and UPS to make sure that this doesn’t happen but if no one is there for delivery or the address is not complete we can not afford to have it returned and the package is sadly abandoned. Please make sure to provide all correct information and track your package closely so that this doesn’t happen. Contact us if you have any future questions with failed deliveries.
I Bent My Mounting Plate, Now What?
For the adhesive to adhere properly to the back of the phone, the plate does need to be as flush as possible. Often if the plate has been bent, it is possible to carefully reshape it into place. If that doesn’t work, you can purchase a new accessory plate here.
Why Do I See Dark Corners In My Photos?
This can happen for one or two reasons. 1. Your mounting plate is misaligned. Please double check to make sure that no part of the plate is covering the lens on your phone. If your plate is slightly misaligned you can heat up the glue with a hair dryer or heat gun and carefully reposition the mounting plate. Then hold it into place to allow the glue to settle into the new position. 2. Make sure your lens is fully rotated. To ensure your lens is properly attached you can refer to our getting started video here. The fit between lens and plate is tight the first few times so make sure to fully rotate the lens 90 degrees. An easy way to validate this is to make sure the Moment logo is completely horizontal. If this does not fix the issue, please contact us with the form on the right side of the page
Why Doesn't My Shutter Button Work?
First you want to make sure you are using the Moment app. We’d love to make our case compatible with 3rd party apps in the future, but for the time being it will only work inside the Moment app. You’ll also want to check that you are using the latest version of the Moment app. If you are using the latest Moment app and your case still isn’t connected, follow these steps to reconnect: 1. Open the Moment App. 2. Tap the “Case” button on the tool bar 3. If you see a “Get Started” button, tap this button to begin the case walkthrough. If you do not, delete the app from your phone and redownload it then start again from step 1. 4. Press the Moment Case shutter button when prompted and your case will be connected to the app. If you are still experiencing issues connecting, fill out the contact form on the right side of this page or email us at hello@shopmoment.com
How Long Will The Moment Case Battery Last?
The Moment Case features an auto sleep mode that kicks in after about 30 seconds and is re-engaged when re-opening the app and pressing the shutter button. We generally advise not force closing the Moment app as that will disconnect the case and the app and you’ll have to reconnect upon re-opening the app, which could lose you valuable seconds when trying to capture a quick photo. If you keep the app open in the background, the Case has an average expected battery life of 6 months.
What Battery Does The Original Photo Case Use?
The Moment Case uses one CR-2032 battery. You can find these in most department stores or online for about $1 per battery (sold at Amazon).
Do You Ship To My Country?
We currently ship to each of the following countries: Albania, Algeria, Andorra, Anguilla, Antigua and Barbuda, Argentina, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belgium, Belize, Bermuda, Bhutan, Bolivia, Bonaire, Saint Eustatius and Saba, Bosnia and Herzegovina, Brazil, Bulgaria, Cambodia, Cameroon, Canada, Cayman Islands, Chad, Chile, China, Colombia, Congo, Costa Rica, Croatia (Hrvatska), Curacao, Cyprus, Czech Republic, Democratic Republic of Congo, Denmark, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Fiji, Finland, France, French Guiana, French Polynesia, Georgia, Germany, Gibraltar, Greece, Guadeloupe, Guatemala, Guernsey, Guyana, Haiti, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Isle Of Man, Israel, Italy, Ivory Coast, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Korea (South,) Laos, Latvia, Lebanon, Lithuania, Luxembourg, Macedonia, Madagascar, Malaysia, Malta, Marshall Islands, Martinique, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Nepal, Netherlands, New Caledonia, New Zealand, Norfolk Island. Northern Mariana Islands, Norway, Oman, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Republic of Serbia, Romania, Russia, Saint Barthelemy, Saint Lucia, Saint Martin (French part), San Marino, Saudi Arabia, Senegal, Singapore, Slovak Republic, Slovenia, Solomon Islands, South Africa, Spain, Sri Lanka, Suriname, Swaziland, Sweden, Switzerland, Syria, Taiwan, Tajikistan, Thailand, Trinidad and Tobago, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, United Arab Emirates, United Kingdom, United States, United States Minor Outlying Islands, Uruguay, Uzbekistan, Vanuatu, Venezuela