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Frequently Asked Questions

PRODUCT

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 Comes In The Box With Each Lens Order?

Each lens includes a mounting plate for the device chosen and a microfiber cloth carrying case.

How Does The Lens Attach To My Phone?

The lens connects to your phone in one of two ways.

  1. 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).
  2. Mounting plate: One mounting plate comes with each lens. 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 here.

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.

Which Cases Are Compatible With Moment Lenses?

A list of compatible cases is available here, including ones we recommend and a master grid of everything the Moment team and community have tested.

Which Phones Are Compatible With Moment Lenses?

We have mounting plates available for the following devices:

  • iPhone 7 Plus
  • iPhone 7
  • iPhone 6S Plus
  • iPhone 6S
  • iPhone 6 Plus
  • iPhone 6
  • iPhone 5
  • iPhone 5S
  • iPhone SE
  • iPhone 5c
  • iPhone 4
  • iPhone 4S
  • iPad Air
  • iPad Air 2
  • iPad Mini (1-4)
  • iPad Pro (12.9″)
  • Galaxy S6 Edge
  • Galaxy S6
  • Galaxy S5
  • Galaxy S4
  • Galaxy Note 3
  • Galaxy Note 4
  • Galaxy Note 5
  • Nexus 5

ORDERS AND SHIPPING

Are You Shipping Internationally?

We ship to every country except the ones below. If you are located in one of these countries we recommend shipping to another country and then forward it from there.

Afghanistan

Angola

Armenia

Belarus

Benin

Botswana

Brunei

Burundi

Cape Verde

Central African Republic

China

Comoros

Cote d’lvoire

Djibouti

Equatorial Guinea

Eritrea

Ethiopia

Falkland Islands

Gabon

Gambia

Ghana

Guinea

Guinea-Bissau

Honduras

Indonesia

Iraq

Israel

Kenya

Kiribati

Kuwait

Lesotho

Liberia

Libya

Malawi

Maldives

Mali

Mauritania

Mauritius

Mayotte

Mozambique

Namibia

Nicaragua

Niger

Nigeria

Niue

North Korea

Reunion

Russia

Rwanda

Saint Kittis and Kevis

Seychelles

Sierra Leone

Somalia

Tanzania, United Republic of

Togo

Tunisia

Uganda

Ukraine

Vietnam

Wallis and Futuna Islands

Yemen, Republic of

Zambia

Zimbabwe

How Do I Track My Order?

You can track your order here by entering your order number and billing email address. If you created an account after checkout, you can login to your account where you will see all of the orders you have placed.

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.

What Is The Warranty For The Lenses and Cases?

We provide one year warranty around the world and two years if you live in the E.U.

Our goal at Moment is to create products that you love. We spend countless hours designing, engineering, and testing the products we sell, but despite our best efforts we know that nothing is perfect. If you have a warranty concern with your product please send us an email and we will respond as quickly as we can.

How Do I Return Products That I Purchased At An Apple Store?

Within 14 days of purchase at the Apple Store you may return the product directly to Apple for a refund. Refunds are not possible after 14 days from date of purchase.

Your kit is covered for defects under our 1 year warranty. If you experience issues, please take note of the following exchange procedure on defective products:

Place your entire purchase into the original packaging with all the additional components i.e. cloth carrying case and mount.

-Include within the packaging either of the following: Your Apple receipt that includes your name, email, address and date of purchase.

-Send to:

Moment Inc.

Attn: Returns

55 South Atlantic Street

Suite 204

Seattle, WA 98134

If you have any questions regarding our warranty or exchange process please contact us at hello@momentlens.co.

TROUBLESHOOTING

How Do I Attach The Mounting Plate To My Phone?

We have put together this short video demonstrating the mounting process.

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.

How Can I Remove The Mounting Plate?

To remove your mounting plate follow these simple steps:

1. We recommend removing your mounting plate with a heat source, such as a heat gun or a simple hair dryer.

2. You will want to use the heat gun or hair dryer at a distance of about 6 – 12 inches from the phone and move it in a fanning motion across the mounting plate.

3. Do this continuously until the rubberized adhesive begins to give, place both thumbs on the mount, gripping your phone with both hands, and slide the mount vertically off the phone until it detaches.

4. Any remaining residue from the adhesive can be removed with an alcohol solution such as nail polish remover.

I Am Having Issues With My 7/7+ Mounting

While 90% of all issues with the 7 and 7+ plates can be fixed by viewing our get started page or looking at I see dark corners faq (below), we have noticed a higher proportion of issues with these plates especially when using our wide lens. We are working to solve this issue and if you would like more information this this, click here to read

We should be shipping new mounting plates mid-January. If you’d like a new plate please  fill out this form so that we can put you on the list to get the first new redesigned mount plates.

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

iPhone 7 and 7+ mounting plates:

While 90% of all issues with the 7 and 7+ plates can be fixed by following step 2 (above), we have noticed a higher proportion of issues with these plates especially when using our wide lens. We are working to solve this issue and if you would like more information this this, click here to read

We should be shipping new mounting plates mid-January. If you’d like a new plate please  fill out this form so that we can put you on the list to get the first new redesigned mount plates.

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@momentlens.co

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 Moment 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).

I replaced my Moment Case, and now it won't connect to the Moment App?

If you replace your Moment Case with a new Moment Case, you will need to delete and re-download the Moment app in order to pair the new case to your phone once more.

 

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).

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