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FAQ

FAQ

We have the answers – to most of your questions. Please select the topic or product below to find your answers. If your question is not answered below, please email us at info@lucidream.com and we will respond to your request.

 

  • GENERAL
    • Q: Will eXo work with other 3rd party accessories or fit into existing docks?
    • A: Yes, the eXo will work with almost any third party accessories.

 

  • Q: Is the data port/headphone jack exposed when used with the band?
  • A: The 30 pin port and headphone jack will be exposed. We did this to make charging easy and accommodate the widest range of users with an accessible headphone jack.
  • Q: What size do the Arm / Wrists Band accommodate?
  • A: The Velcro straps comfortably accommodate wrists that are 5″ to 8.5″ with a couple notches to spare.
  • Q: Will eXo case affect cellular service on the iPhone?
  • A: eXo has been designed according to Apple Case Design Guidelines and we have thoroughly tested. Based on testing bezels should not affect service or reception. The Stainless Steel bezel causes some minor signal degradation and improvements depending on service provider, location to signal source and iPhone model.
  • Q: What is the weight of the eXo ?
  • A: The weight of eXo ss is 50g and eXo ti is 25g.
  • Q: Is the case waterproof?
  • A: No, it is not waterproof.
  • Q: What does shockproof mean?
  • A: The term shockproof refers to eXo ’s ability to absorb and withstand impact shock through the supper strong outer shell and soft flocked interior design when dropped. The high impact bezels and spring system also offer an additional layer of impact protection in the same way a helmet is designed. We internally drop tested this case as high as 10 ft. on every corner repeatedly with no damage to the case or iPhone.
  • Q: Is the eXo case compatible with the iPhone 4 and 4S?
  • A: No, we do not offer The eXo case for the iPhone 4 at this moment, however if the demand justifies it we will.
  • Q: Will the eXo Alloy for iPhone 5/5s affect my cellular service?
  • A: We have thoroughly tested the case on all the following bands: GSM 850, 900, 1800, 1900, CDMA cell, CDMA PCS, and WCDMA. The stainless steel and Titanium versions causes some signal degradation on GSM bands, and further degradation on CDMA bands when transmitting, or making a phone call. This means in areas with full coverage you will experience a signal reduction, but not enough to drop a call. And it actually improves the signal while receiving a call!
  • Q: What is the width of the strap?
  • A: The strap is 28 mm in width
  • Q: Can I charge my phone, adjust volume, use my headphones, take a picture and hear the speakerphone with the case on?
  • A: Yes! We’ve maintained access to all ports and controls as per Apple Case Design Guidelines. All Apple accessories will work with eXo and we’ve also tested some 3rd party accessories that are compatible. Our design team has tested a variety.
  • Q: What headphones and 3.5 devices will the eXo case accommodate?
  • A: The 3.5 HSJ port is compatible for any headphones.
  • Q: Is the eXo case compatible with the iPhone ring/silent, volume and on/off buttons?
  • A: Yes.
  • Q: Will I be able to order replacement parts?
  • A: Yes, we do offer replacement parts via our customer service team at info@lucidream.com.

 

  • SHIPPING, ORDERING, DELIVERY
    • Q: How quickly are orders processed and delivered?
    • A: Orders process and ship within 48 hours. For customers in the Canada and US, we offer both Standard shipping via USPS (estimated delivery time is 10 – 14 days) and Express Shipping via DHL Express (estimated delivery time is 3 – 5 days). For customers outside of the US, we ship via DHL Express (estimated delivery time is 3 – 5 days). This excludes Pre-Order items.
    • Q: Will I receive a tracking number or order confirmation?
    • A: Yes, you will receive both. First, you will receive an order confirmation immediately after your order is placed. Within 24 hours of your order shipping, you will receive an email with tracking information. Please note that US customers who choose Standard shipping via USPS do not receive point-to-point tracking information.
    • Q: Do you ship internationally?
    • A: Yes, we ship internationally with DHL to almost every country. Duties and taxes are the responsibilities of the recipient, these fees will be due at the time of delivery. Lucidream is not responsible for customs and duties. Duties and taxes are determined by the customs agency within the destination country. For more duties and tax information, please contact your local customs office.
    • Q: How do I order replacement hardware?
    • A: Please email info@LUCIDREAM.com with your request and we will be happy to help!
    • Q: How do I return or exchange my product?
    • A: Please email us at info@LUCIDREAM.com to return or exchange. Please review our Warranty page for our terms and conditions.
    • Q: Do you ship to APO’s/Military Bases?
    • A: Yes, if you live on a military base, please contact our customer support info@LUCIDREAM.com for assistance with billing and shipping.
    • Q: How can I reach Customer Service?
    • A: Please email info@LUCIDREAM.com To speak directly with our team, please call +1 514 242 4243  ( +1 51 42 42 42 43) (Long Distance and International rates may apply.) Our customer service team is available M-F from 9am-5pm EST (closed on Canadian holidays) and reply within 72 hours.
    • Q: Can I change or cancel my order once it has been placed?
    • A: No. Once you hit “Buy Now” you can not make any adjustments to your order. You will need to use the return process in order to get a refund.
    • Q: What about import duties, fees and chargers on orders outside of the Canada?
    • A: Yes, we ship internationally with DHL to almost every country. Duties and taxes are the responsibilities of the recipient, these fees will be due at the time of delivery. Lucidream is not responsible for customs and duties. Duties and taxes are determined by the customs agency within the destination country. For more duties and tax information, please contact your local customs office.
    • Q: Why does USPS tracking says my order has been delivered when I have not yet received it?
    • A: USPS uses some misleading language and marks packages as “delivered” when they pass through shipping milestones. Your package is still on its way to you.
    • Q: I placed and order and my credit card was charged. Why is my order status saying ‘UNDER REVIEW’?
    • A: If you order status is showing ‘under review’, we have been unable to process your order. Some of the related issues could include: Billing/shipping address provided does not match, incorrect courier service selected for individual orders, country selected that our courier doesn’t currently ship to, error or foreign characters entered in shipping address section, orders over a certain $ amount may be flagged for fraud review. All UNDER REVIEW orders will receive an email from customer service within 2-3 business days asking you to verify/edit certain information necessary to get your order processed. Please respond promptly to this customer service email upon receipt so that we can resolve any issues quickly. Info@LUCIDREAM.com can answer further questions.

 

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