FAQ

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.

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.

Log in to our returns portal using the email address you used at the time of purchase.

Once your return is authorized, we’ll confirm the timeframe and full procedure. Most products must be sent back within 60 days.

If items do not meet our return conditions, we cannot approve your return. You may choose to have the item returned to you at your expense, or it will be donated to a non-profit organization.

Idem clocks are guaranteed for 1 year. If you have a hardware problem with your device, please contact us.

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.

If you do not connect the clock to a wi-fi network, you will be asked to provide your banking information to subscribe to our mobile service. The name ****IDEM TECH**** will show up on your monthly bank or credit card statements.

Your clock will no longer be able to receive communications 30 days following your last payments. It will become offline. It will continue to display all communications scheduled for the next 10 days. However, you won't be able to follow the status of your communications in your mobile app.

• 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).

Language Options for Display
The Idem Smart Calendar Clock display and read out loud feature are available in English, Spanish, Italian, Arabic, Portuguese, Mandarin, Cantonese, Greek, Dutch, German, Filipino, Vietnamese and French. However, the personalized communications (messages, notes…) can be in any language, you can even use emojis.

If you would like the clock displayed in another language, please contact our team.

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.

If your clock is offline (and doesn't have the mobile connectivity activated) it will continue to display all communications scheduled for the next 10 days. However, you won't be able to follow the status of your communications on your mobile app.

At the same time, the clock can display either: a) two events, b) two notes, c) one event and one note, or d) two events and one note.

The time adjusts automatically during daylight saving time.

Voice playback is available for reminders and messages, and the read-aloud function can also announce the time every hour on the hour by the touch of the screen.

Yes, you can set up alarms. When using the ‘reminders’ communication feature, you can choose an alarm sound and enable a yes/no confirmation request from your loved one. You can also customize how long the reminder remains displayed on the clock. There is no limit to the number of alarms and reminders you can create.

Yes! Video calling is now available for all Idem Clocks. It is available through the Idem Premium Subscription.

Learn more about how video calling works here.

Auto Connect is an optional setting, exclusively available to Premium subscribers, that lets a video call connect automatically if your loved one hasn't answered after a short delay. It's always enabled manually, call by call, and never happens without your choice.

To learn more about how it works, read our latest blog post.

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

The mobile app and settings management on the clock are currently available only in English and French.

Canada, United States, Germany, Belgium, Spain, Greece, Italy, Netherlands, Portugal, Switzerland, France, UK, Ireland, Australia, New Zealand

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.

No. The pill dispenser only works if paired with an Idem smart clock. You must have an Idem smart clock to use this product.

The pill dispenser is configured from the Companion mobile application.

No. The pill dispenser itself does not need to be connected to the Internet. It connects to the Idem clock via Bluetooth. The clock must be connected to the Internet.

We recommend plugging the pill dispenser into an electrical outlet, but it can also run on AA batteries as a backup.

The pill dispenser runs on 4 AA batteries, which gives it a power supply independent of the electrical grid.

Yes, you will receive a notification via the app when the batteries are low, as well as when the pill dispenser has no battery power left.

Yes, an unlimited number of users can manage the medication schedule via the mobile app and receive notifications.

The pill dispenser has 28 compartments. The number of days covered varies depending on the medication frequency: 28 days for one dose per day, 14 days for two doses per day, and so on.

Yes, it is always possible to modify or delete a scheduled dose from the Idem app.

If the user does not take their medication at the scheduled time, the pill dispenser leaves the corresponding compartment open until the next scheduled dose. At that point, the mechanism automatically rotates to the next compartment, regardless of whether the previous medication was taken or not. As a result, missed doses remain in their respective compartment, and it is up to a caregiver or loved one to manually check for and remove any missed doses.

Yes, the pill dispenser is equipped with a universal key that allows access to the medication to be locked.

Yes, it is possible to receive a notification when the pill dispenser has not been tipped over at the scheduled time.

Yes, a green light flashes on the pill dispenser when it's time for a dose. It is also possible to set up a ringtone on the pill dispenser for this moment.

Yes, it is possible to customize the message displayed on the clock so that it shows the desired instructions at the time of taking the medication.