Hi, we’re Liz and Owen.
We’re building mote ourselves, so when you write to us, one of us reads it. Below are the things people ask us most.
mote is still being built, so some answers are plans. We’ll keep this page updated as we test. If your question isn’t here, just email us. We’d love to hear from you.
Liz & Owen
Before it arrives
When will my mote ship?
Batch 1 is planned for Q1 2027, in the order people joined the waitlist. We’ll email you before we take any payment, and again with tracking the day it leaves us.
Where do you ship?
We’re planning to ship Batch 1 to the US, Canada, the UK, the EU and Australia. Somewhere else? Join the waitlist anyway. It tells us where to go next.
How much is shipping, and how long does it take?
Standard shipping is free and usually takes 3 to 7 business days. Express is there at checkout if you’re in a hurry, and you’ll see the cost and date before you pay.
Will I pay import duties or taxes?
No surprises at the door. Sales tax, VAT and import duties are worked out and included at checkout, so nothing extra is collected on delivery.
When it’s in your hands
How do I get started?
Snap mote onto the back of your iPhone, plug in its cable, then open the mote app and sign in. We’ll put every setup step on this page before Batch 1 ships, so you can see exactly what it takes.
Do I need an app and an account?
Yes, both. iPhone doesn’t let an accessory take photos out of the Photos app on its own, so the mote app does the moving. There’s no subscription.
Is it safe to delete photos from my phone?
Nothing leaves your phone until you confirm it; iPhone always asks first. We’re building mote to check every photo after it’s copied. Until then, the honest advice is the same as for any drive: keep a second copy of anything you can’t replace.
If something’s not right
Changed your mind?
Send it back within 30 days of delivery and we’ll refund you in full, no reason needed. Email us and we’ll send a prepaid label.
What should I do with my files before sending it back?
Move anything you want to keep back to your phone or computer, then use “Erase mote” in the app. We wipe every unit that comes back, but once it leaves you we can’t recover your files.
When will I get my refund?
Within 5 business days of us receiving it, back to the way you paid. Your bank may take a few more days to show it.
What if it stops working?
You’re covered for two years. If mote fails under normal use because of something we got wrong, we’ll repair or replace it, including the drive, the cable and the magnetic mount. Email us your order number and what happened, and we’ll take it from there.
What isn’t covered?
Drops, water and other accidents, normal wear on the finish, loss or theft, and repairs done elsewhere. The warranty covers the hardware, not the files on it, so please keep a second copy of anything precious. Your consumer rights still apply on top.
Write to us.
Anything at all, big or small. One of us will reply within one working day.