GemLoupe Lenses Fell Out — What to Do
Quick answer
If your GemLoupe lenses have come loose or fallen out, the next step depends on whether your unit is still under warranty. Under warranty, contact support with your order details and a photo — a replacement will be arranged if the issue is a manufacturing defect. Out of warranty, purchasing a new unit is recommended.
Before You Start
Locate your original order number or purchase confirmation email — you will need this to confirm warranty status.
Do not attempt to glue or force the lenses back in place. This may void your warranty.
Have your phone ready to take a clear photo or short video of the affected lens before contacting support.
Steps
Step 1: Check your warranty status Confirm whether your GemLoupe is still under warranty by checking your original order confirmation email or contacting support.
Step 2 (Under warranty): Contact support Email support@picupmedia.com with the following: - Your order number - A short description of the issue - A photo or video showing the affected lens
If the lens detachment is confirmed as a manufacturing defect, GemIQ will arrange a replacement unit at no cost.
Step 2 (Out of warranty): Replace the unit Out-of-warranty units cannot be repaired or replaced. A new GemLoupe is recommended to ensure the best results. Contact the support team if you need help choosing the right replacement.
Expected Result
If your unit is under warranty and the issue is confirmed as a manufacturing defect, you will receive a replacement GemLoupe at no cost. If you are out of warranty, the support team will guide you through purchasing a new unit.