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FAQ's

Welcome to our FAQ, we are so happy to have you here and as a client.
Here are the answers to the most frequently asked questions.

Shipping & Returns

Below are some common questions about shipping, returns, and exchanges

What is your return policy for the Idem products?

You have 60 days to return the Idem products, as long as they are in perfect condition with all original packaging and accessories. If you choose to exchange a product, there’s no restocking fee, but we’ll ship the replacement only once we receive your return. If you prefer a refund, a 5% restocking fee will apply, and you will need to cover the return shipping cost.

How do I initiate a return or exchange?

To start a return or exchange, ensure that the product meets all our return conditions:

  • It must be in resellable condition
  • Packaged in its original packaging with all included accessories.
    Contact our customer care team to request return approval. Once authorized, we’ll provide details on the return process, including the exact timeframe for sending the product back.

Idem Smart Clock

Below are some common questions about the Idem Smart Clock

What is the Companion App?

The Companion App is designed for family caregivers. It’s free and available for both iOS and Android phones and tablets.

How to connect your clock to the internet?

Two connectivity options are available for the Idem clock:

Wi-Fi: Connect the clock to a Wi-Fi network (no subscription needed).

Mobile Connection: Choose a monthly ($9/month) or annual ($99/year, saving $10) subscription for Idem's mobile connection service. The SIM card is pre-installed and ready to use.

You can start or cancel your subscription anytime. After receiving your clock, you'll be asked to select your preferred connectivity option through the Idem companion app.

How can I set up the Idem Smart clock?
  • Download the Idem companion app on your smartphone or tablet (available for Android and iOS) and create an account.
  • Plug the Idem clock into a power outlet. If you're using the mobile connection, no Wi-Fi setup is needed; otherwise, connect it to Wi-Fi.
  • Link the clock to your app by entering the pairing code provided.
  • Present the clock to your loved one. (For tips & tricks, please consult the Usage advice page).
Which languages are supported by the app and the clock?

The information on the app and clock is available in English and French. However, personalized content such as messages and notes can be written in any language — you can even use emojis! If you would like the clock displayed in another language, please contact our team

Is the Idem clock battery-operated, or does it need to be plugged into an outlet?

The Idem clock has a battery life of 6 to 8 hours, depending on usage, but it must be plugged into an outlet for continuous operation.

How many people can access the app and manage/send messages to the calendar clock?

There is no limit to the number of users who can be added, allowing multiple caregivers to share responsibilities and coordinate tasks, creating a strong support network.

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