FAQ Emme Smart Case

---

FREQUENTLY ASKED QUESTIONS

---

Smart Case 101

How do I get started using my Emme Smart Case?

To get started using your Emme Smart Case, you will need to get the Emme App for your iPhone.

Get the Emme App

1. Download and install the Emme App.
2. Follow the prompts to set up your Emme account and subscription.

How do I connect my Emme Smart Case to my iPhone?

To get started using your Emme Smart Case and connecting it to your iPhone, you will need to have the Emme App installed and Bluetooth set up. 

Bluetooth

1. Open your iPhone Settings and make sure Bluetooth is set to "On".
2. Scroll down in your Settings and select the Emme App towards the bottom of the menu.
3. In the Emme App settings, make sure Bluetooth is enabled on this menu so it looks like the example below.

Connect your Smart Case in the Emme App

1. On the Emme App home screen, select "Track pills automatically With our smart case"
2. At the bottom of the "Set up our Smart Case" screen, select "Pair yours"
3. Select "Allow location access"
4. Select "Location"
5. Set ALLOW LOCATION ACCESS to "Always" and Precise Location to "on"

What pill packs work with the Emme Smart Case?

The Emme Smart Case works with rectangular-shaped pill packs that are either combination pills or progestin-only, excluding gel pills and "extended-cycle" pill packs. The combination packs are dispensed in 21-day, 24-day, and 26-day active pill packs combinations. If you use a progestin-only pack, the Emme Smart Case is compatible with a 24-day active and 4-day placebo pack or a 28-day active pack.

The maximum dimension that works with the Emme Smart Case is 2-5/8" x 4-3/16"

https://emme.zendesk.com/hc/en-us/requests/new

What brands of birth control pills work with the Emme Smart Case?

The Emme Smart Case works with over 100+ birth control pill brands. If you have a particular brand and would like to verify compatibility with the Emme case, please submit a help ticket to us with your pill brand and pack dimensions and we can confirm compatibility.

How does the Emme Smart Case work?

If I open the case, but don’t take the pill, will the Emme case assume I did?

No. If you open the case but don’t take the pill pack out, the case won’t record the pill. The first time in the day you pull the pill pack out of the case, the smart case assumes you took the pill and uses Bluetooth to tell the Emme App. 

How does the Emme case sense when I take the pill?

The Emme system senses that you have taken your pill when you remove your blister pack from the case. Emme has proprietary multi-sensor technology that uses smart sensing to know if your pill's blister pack is in or out of the smart case. The Bluetooth technology in the case allows for a real-time update in your Emme App.

My Emme case is blinking colors; what do the colors mean?

Our Emme case will blink different colors to indicate different needs or actions. Please find the list of the colors below to see what your case is communicating.

Troubleshooting

Why isn't my Emme App automatically logging my pills?

Check the status of your case on the homepage screen or in ”Smart Case Settings” on your Emme profile. If your smart case is disconnected, click on “Reconnect” to start recording your pills automatically. If the case is connected and pills are not being logged, please reach out to us here to submit a help ticket with a description of the issue, and we will get back to you as soon as possible.

Make sure your iPhone is close enough to your case to stay connected. If your case is more than about 30' away from your phone when you take your pill, your phone will not be connected to your smart case and your Emme App will not be able to automatically track for you.

Keep your Emme App open. Don't force-quit it. If the Emme App is closed it can't record your pill.

My case won't connect.

If the app and case are disconnected, you can find troubleshooting instructions by clicking on the disconnected message on the app homepage. 

Evaluate your smart case to ensure the battery is charged. If there is a solid red light or no light at all, fully charge your case and try to reconnect it.

Make sure you have Bluetooth settings enable on your phone and in the Emme App Settings. 

Make sure your iPhone is close enough to your smart case to connect. If your case is more than about 30' away from your phone, your phone will not be connected to your smart case until you get them closer together. 

If these options don't work, try restarting the app or restart your phone and then launch the app. This should solve most disconnected case issues. If you are still having trouble, please feel free to reach out to us by submitting a help ticket with a description of the issue, and we will get back to you to resolve the issue.

My Emme App and case keep disconnecting.

Make sure Location Settings are set up for the best, most consistent connection

In the profile tab of the Emme App, click on Open location sharing settings

Then click on Location, make sure Always is selected and Precise Location is turned on.

Make sure your iPhone is close enough to your smart case to connect. If your case is more than about 30' away from your phone, your phone will not be connected to your smart case until you get them closer together. 

If these options don't work, try restarting the app or restart your phone and then launch the app. This should solve most disconnected case issues. If you are still having trouble, please feel free to reach out to us by submitting a help ticket with a description of the issue, and we will get back to you to resolve the issue.

Ordering A Smart Case From Emme

Where can I buy an Emme Smart Case?

Currently, the Emme Smart Case is only available for purchase on the Emme website. 

Is there tax on the case?

In some states, yes. At the time of checkout, your order details will outline if and what tax is required.

Is Emme only available in the USA?

Yes. Currently, the Emme App and Emme Smart Case are only available in the USA. The Emme App is not available in US Territories or internationally, including Canada.

My credit card payment won't go through.

We are sorry to hear that. We accept a variety of payment options and you can review our Terms of Sale at this link. If you still have questions, please submit a help ticket to us with more details and we'll get back to you as soon as possible.

Can I order an Emme Smart Case as a gift?

Yes you can! The Emme case is a great gift for the person in your life who could use improved efficiency in their birth control pill habits. When you check out, simply put in the recipient's address as the shipping address to ensure it arrives at their location instead of yours.

I was charged incorrectly on my Emme order.

Please feel free to reach out to us here by submitting a help ticket and we will get back to you as soon as possible. If you can include your order number and include a screenshot of your bank charge, we can follow up and correct that immediately.

My favorite color choice sold out. When are you going to have it back in stock?

We are sorry to hear your favorite case color has sold out! We are always building Emme Smart Cases and will restock soon, so check back every few days to see if your color preference is available.

Ordering an Emme Smart Case with Afterpay

What is Afterpay?

Afterpay is a service that allows you to make purchases now and pay for them in installments over time.

How do I use Afterpay?

At Emme checkout, choose Afterpay as your payment method.

If you are using Afterpay for the first-time time, you will need to register with Afterpay and provide payment details. If you are a returning customer, log in to Afterpay to make your purchase.

How does the payment schedule work?

All customers are required to make their first payment at the time of purchase. For more information on payment schedules and Afterpay, click here for the Afterpay FAQ.

When will my items be delivered if I use Afterpay?

Afterpay orders are delivered as per Emme standard shipping time frame after you complete your order online.

How do I return or exchange an item purchased using Afterpay?

Please check that your return or exchange meets our Return Policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

Afterpay Terms and Conditions

Click here for Afterpay's complete terms.

 

FSA & HSA Health Benefits

Can I use my FSA / HSA Benefits?
Is the Emme Smart Case eligible for FSA or HSA?

Yes! The Emme Smart Case cost is covered by your Flexible Spending Account (FSA) or Health Savings Accounts (HSA).

How do I use my FSA / HSA benefits to purchase an Emme Smart Case?

You have a couple of options. You can purchase an Emme Smart Case directly from our website using your FSA / HSA debit/credit card or you can use any of our other webstore payment methods to purchase a smart case. Simply make your online purchase and then submit your receipt to your FSA / HSA administrator for reimbursement. Don’t forget to print or save your receipt!

What are Flexible Spending and Health Savings Accounts (FSA / HSA)

Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) are programs that allow you to put aside pre-tax money for health care expenses. If you don't know if you have an FSA or HSA, check with your employer or insurance company. Items you have purchased through your FSA/HSA will be virtually at a discount because you are using pre-tax income.

Shipping & Handling

How much is shipping?

Economy shipping (4-8 business days): Free
Express shipping (2-3 business days): $14.95

Where does Emme ship to?

Emme products can only be shipped, at this time, in the USA to the 50 States and District of Columbia. We are not able to ship internationally (the Emme App and smart case are not currently available internationally). We are not able to ship to US Territories and APO/FPO addresses at this time, although that may change in the future.

How long will my Emme order take to get to me?

You can expect economy shipping to take 4-8 business days and express shipping to take 2-3 business days. These estimates are not guaranteed.

Orders are shipped Monday through Friday from our distribution center in Rhode Island. Your order must be placed by 11:30 am EST to be processed for shipment the same business day. Orders placed after 11:30 am will be processed for shipment on the next business day.

The shipping time varies based on what type of shipping you select; where your case is being shipped to; and if there are non-business days between your order date and estimated arrival date. Saturday, Sunday, and Holidays are not considered business days.

Once your order has shipped, you will receive an email with the tracking number and an estimate on your Emme Smart Case. 

My Emme order hasn't arrived yet, what do I do?

First, please check your delivery tracking number you received after purchase and see if the order shows delivered. If it shows delivered, but you didn't receive your Emme order, please take a good look around for a small brown cardboard box about 8" x 5" x 2". If you cannot find the delivered box, please submit a help ticket with your name and order number and we will get back to you as soon as possible. If you see that your order is still pending in transit, it's on the way and should arrive in a couple of days.

Shipping Policy

Emme products can only be shipped, at this time, in the USA to the 50 States and District of Columbia. We are not able to ship internationally (the Emme App and smart case are not currently available internationally). We are not able to ship to US Territories and APO/FPO addresses at this time, although that may change in the future.

Emme, Inc. offers free economy shipping on orders within the United States. Orders are shipped Monday through Friday from our distribution center in Rhode Island. Your order must be placed by 11:30am PST to be processed for shipment the same business day. Orders placed after 11:30 am will be processed for shipment on the next business day. Saturday, Sunday, and Holidays are not considered business days.

Undelivered Packages

We are unable to reship packages that are returned to us by the carrier. Please consider this when entering your shipping address.

Other Terms

Shipments are not insured and a signature is not required so please track your shipment with the tracking number emailed to you.

The risk of loss and title for items purchased from Emme passes to you upon the delivery of the products by the carrier to your door.

Shipping delivery times are estimates and are not guaranteed.

Returns & Refunds

I would like a refund for my Smart Case from Emme.

If you are not satisfied with your Smart Case purchased from the Emme for any reason, please contact Customer Support at support@emme.com with your order number within thirty (30) days of receipt of your order.

Returns, Refunds and Cancellations Policy

While we at Emme fully expect for you to be thrilled with the Smart Case you purchased, we understand that sometimes plans change or a product may not be what you expect it to be. In that unlikely event, we invite you to review the basics on how Emme returns and refunds work.

Refunds for purchased Smart Cases are summarized below:

• Qualified refunds will include the purchase price and sales tax for qualified items minus a $9.95 shipping and handling fee.
• Shipping cost is not refundable.
• Your Smart Case needs to be returned within thirty (30) calendar days from the date you receive your Return Authorization Number (RMA) from Customer Support
• Your refund will be processed within fifteen (15) calendar days from the date we receive the Smart Case and confirm it is received in decent working condition.
• Refunds can only be processed to the same credit card used during the purchase.
• Emme will provide a return shipping label for an authorized refund.
• While the products are in your possession, you must take reasonable care of them until you return them to us.
• Products should be returned either with, or in their original packaging.
• You are only liable for any diminished value of the products resulting from the unnecessary handling, in excess of what is necessary to establish, characteristics and functioning of the products. We will assess this charge when the products are returned but this charge will not be more than the original contract value.

If you would like to review the full Emme Terms of Sale, please click here.

My Emme Smart Case needs repairs.

We're sorry to say we cannot repair and return your Emme Smart Case. However, we offer customers who buy a new Emme Smart Case a one-year replacement warranty. Your Smart Case is covered as long as it has not been modified, altered, or misused. Under this warranty, we will replace your Smart Case if it is defective in material or workmanship. If you have an issue, please contact Customer Support at support@emme.com. Please describe the issue and provide your order number in your email.

Warranty and Replacements

We offer customers who buy a new Emme Smart Case a one-year warranty, valid one year from date of purchase. Your Smart Case is covered as long as it has not been modified, altered, or misused. Under this warranty, we will replace your Smart Case if it is defective in material or workmanship. If you have an issue, please contact Customer Support at support@emme.com. Please describe the issue and provide your order number.