Kickstarter FAQs

FAQ

Q: When will I receive my survey?
A: We'll be sending out surveys over the coming days and weeks based on your backer level. Be sure to whitelist hello@shopmoment.com in your email client so you don't miss your survey email!
Q: How do Add-ons Work?
A: You will be able to add-on to your order during your survey and will still receive a one-time 20% off add-on discount as an extra thank you for being a Kickstarter backer. 
Q: Does the add-on discount apply to 3rd party Moment Selects?
A: Our Moment Selects brands were generous as well and we are able to offer a 10% discount on all Moment Selects (with the exception of Freefly). This is available exclusively through your Kickstarter survey and is only applicable for Kickstarter backers.
Q: Will orders ship together? 
A: Yes. We don’t split orders for partial shipments. We understand that is a normal thing as people are accustomed to Amazon. Unlike Amazon though we are quite, quite small and just don't have that ability yet. So when one product is on pre-order it delays the whole order. The other option is to place a separate order for anything that is in stock so we can ship it to you faster.
Q: I have a trip of a lifetime in May, can I receive my order before everyone else? 
A: No. We love that you're traveling and we'd really really like to come with you, but to be fair to everyone, we ship based backer levels and the order pledges were received. And we don't have any spare units to send out earlier. There are two prototypes in the wild right now, and both of those are tied up for internal use and testing.
Q: What Devices Do You Support?
A: The Battery Photo Case is just for iPhoneX. Everything else works with iPhone 6 / 6S, iPhone 6 Plus / 6S Plus, iPhone 7, Iphone 7 Plus, iPhone 8, iPhone 8 Plus, iPhoneX, Pixel, Pixel 2, Galaxy S8, Galaxy S8+, Galaxy S9, Galaxy S9+, Galaxy Note 8. To use a Moment Lens you need either a Photo Case or a Battery Photo Case.
Q: Do The Cases Come With A Strap?
A: The case does not come with a strap, unless you pick the Deluxe backer level which includes the Moment leather wrist strap. After the campaign and before we fulfill orders we will enable backers to add any current Moment accessories, including straps.
Q: Are My Existing Moment Lenses Compatible?
A: If you have our New Lenses then yes they are compatible with the Battery Photo Case. If you have our Original Lenses then no the Battery Photo Case will not be compatible. Further details can be found  here
Q: Can I Get More Than One Reward?
A: Unfortunately, there is not an option for us to allow backers to buy more than one backer level. However, on the Kickstarter page we show a list of the available add-ons at 20% add-on discounts. Select what you want, get out a calculator, and add up how much they cost. Then when you select your pledge level, add this dollar amount to your pledge. Once the campaign is over we will send out a survey link where you can pick colors, materials, and phone sizes (if applicable) for your entire order. 
Please note, with add-ons you will select these products after the campaign is over. For now, just add the “add-on dollars” that represent what you will select after the campaign. Don’t worry if you get this wrong we can help you after the campaign. Please note, if you back a Photo Case kit and add-on a Battery Case. The extra costs for “dangerous goods” will be added to your shipping cost during the survey.
Q: When Do I Choose My Device and provide a shipping address?
A: If the Kickstarter campaign is successful, when it is over we will send a survey at which point you can pick all of the details for your pledge and add-ons including color and device type. You will also provide shipping information at this point.
Q: Are International Taxes Included?
A: No. Kickstarter makes it very hard to calculate taxes accurately as we have to know the actual shipping address and contents of what you order. Once the campaign is over, we’ll send you a link to complete your order at which point taxes will be calculated and charged based on your selected shipping address and the local tax rates. You are required to pay taxes or we won’t ship the order. Instead, we’ll provide you with a refund.
Q: Can I Expedite My Shipping?
A: Yes. After the campaign when completing the survey you will be able to upgrade and pay for faster shipping. Keep in mind this does NOT mean your gear ships earlier. We ship in the order that pledges were made. Instead this just means that when your gear is ready to ship, we will ship it faster.

We have the following shipping options available.

US 
Next business day. 
Two business days. 
3-5 business days. 
7-10 business days.

Canada 
3-5 business days 
7-10 business days

International 
3-5 business days. 
7-10 business days.

Q: Can I Pick Up My Order At The Moment Studio Or Warehouses
A: Sorry, but we can’t enable direct pickup. Our shipping logistics are highly automated, which means we can’t pull individual orders for pick up.
Q: What Is The Warranty?
A: We provide a twelve-month warranty on our products. You can see the full details  here
Q: Returns?
A: If for any reason you are unsatisfied, you may return your purchase within 30 days of delivery for a full refund of the purchase price. All returned items should be in their original condition. Shipping costs are not refundable. Returns are processed and refunded within 1-2 weeks of receiving the return. This includes all 3rd party products as well.

To return your Moment item please follow these steps:

Place the item you are returning in its original packaging with all the additional components i.e. cloth carrying case and mount. 
Include within the packaging either of the following: An order confirmation email from Moment, packing slip, your name and exact email address used to place your order, or Moment Lens order #. 
Send to:

Moment, Inc. 
Attn: Returns 
10305 Birtcher Drive 
Mira Loma, CA 
91752 US

Our warehouse generally processes returns within 1-2 weeks after the return is received. Returns are received and reported at the warehouse weekly on Wednesdays. Once they have received and processed your return, we will reach out to confirm your return is completed and issue a refund for the returned items.

Q: Does the anamorphic work with the Movi?
A: Yes! Anamorphic works great on the Movi.
Q: Does the Anamorphic come with a Lens Cap?
A: Yes! All of our new lenses come with a Lens Cap.
Q: Why are some Add-on Prices cheaper?
A: Kickstarter makes it really difficult to do merchandising, so we’re doing our best to offer a simple add-on experience which means all of the add-ons are a flat 20% off. We offered some deeper discounts for the pledges, and that caused a few oddities in pricing between the levels and the add-ons. If the add-on price is cheaper, it totally works to go that route if you’d like and you can select your product and variations during the survey. Should be a max of $3 difference for all of these scenarios.

On the Counterweight, we wanted to offer a deeper discount on the pledge for current Moment customers who only wanted the new counterweight. So if you’re wanting the counterweight as an add-on you will need to add $31.99 or you’ll be $2.99 short during the survey.

Q: Why is International Shipping so expensive?
A: For most major countries we offer a $9 shipping option. With the notable exception of the Battery Photo Case, they have recently cracked down on batteries as dangerous goods so international shipping is significantly more expensive for those. If shipping is too much, we totally understand and would recommend starting with the Photo Case instead. We’ve been pushing hard to bring down costs on the Battery Photo Case shipping, so hopefully, this will be more reasonable in the near future.

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