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@gemiq.com with the following: