FAQ

Questions About Us

Where are you located?

We're based in sunny Los Angeles, California, the creative capital of the world.

What warranty do I have on your products?

Our products are designed to ease your technical woes, not add to them. That's why all of our products feature a standard 30-day return period and a 1-year manufacturers warranty against any defects. Reach out to support@movophoto.com for help.

Read more about our warranty

Can I call you with a question?

Yes, we welcome phone calls! You can reach us 1-800-354-1739, from Monday - Friday 8am - 5pm PST.

Can I buy something in person at your office?

No. We're exclusively an online retailer. You can buy Movo products on our website.

Shipping

Where do you ship from?

Orders are processed and shipped from our warehouse in California, Monday - Friday, 8am - 5pm.

International orders are shipped to our international hub in Pennsylvania. From there, the package is sent to your destination.

Read more about our shipping policy

How much is shipping?

We offer free standard shipping (3-5 business days) on all orders and free 2-day shipping on orders over $75 in the continental United States, as well as APO/FPO.

International shipping rates are calculated based on weight and location. You can view rates at checkout before placing your order.

Do I have to pay taxes?

Taxes are only charged for orders shipping to California.

We are not responsible for and can offer no specific advice on import fees, duty, Customs or taxes that you may be charged when your merchandise reaches you outside of the United States and urge you to consult your local government import office with any questions.

Returns and Exchanges

What is your return policy?

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:
-Items with obvious signs of use
-Any item not in its original condition, is damaged or missing parts for reasons not due to our error
-Any item that is returned more than 30 days after delivery

Read more about our return policy

Can I make an exchange?

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@movophoto.com.

How do I send the product back?

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We are unable to guarantee that we will receive your returned item.

When can I expect my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Technical Questions

I have an iPhone without a headphone jack, am I able to use external microphones?

Yes! All microphones using a 3.5mm jack will work with the Apple 3.5mm to Lightning adapter.

I'm recording on my phone and I can't hear the audio. Is the mic broken?

Before you freak out, check and make sure that you've unplugged the microphone from your phone. If it's still plugged in, your phone will treat it like a pair of headphones and won't play any audio through the external speakers.

I'm getting unwanted wind/background noise, what can you recommend to solve the problem?

One suggestion is adding a furry windscreen to your microphone to add additional noise diffusion. You can also try to configure the audio settings on the microphone or edit in post production.

I have the smartphone cable plugged in correctly to my phone, why is it not recognized?

Cameras and smartphones use different types of inputs. Cameras and recorders will use a TRS input, while smartphones and tablets will use TRRS. You will need to make sure that the microphone you purchase is compatible with the device you want to use. Many of our microphones exclusively use either a camera output cable or a smartphone cable, while others will include both. In cases where both are included, you will want to ensure that you are using the correct cable and that it is in the correct direction. (the smartphone cable should be labeled)

In some cases, the preset camera app on your phone may not be compatible with external microphones. In these cases we recommend you download a third party recording app that is compatible with external microphones, such as OpenCamera.

I'm experiencing interference and drop outs with a wireless system, what can I do?

To address interference issues, turn the camera volume down to the lowest audible setting and rely only on the volume controls on the microphone. Sometimes the competing signal causes distortion.

There are a couple of things that can drop outs. First off, make sure that all the connections are completely secure. Also, make sure the batteries are charged. Obstruction and distance can cause this as well. Check to make sure there is no major obstruction between the transmitter and receiver, and that the distance between them isn't farther than recommended. Please note that any obstruction between the devices can shorten the effectiveness of transmission from a long distance.

It may also be possible that there is dropout due to the frequency being used by another nearby device. Try using the mic in a different location to see if the same issue occurs, or change the frequency channel (if available) to see if it makes any difference.

Product Specific Questions

How do I power my XLR lav microphone?

Many of our XLR lav mics, such as the LV4, LV6, and LV8 are not battery powered, but instead, get their power from the source they are plugged into. These mics require 48V of phantom power to function. Make sure you have phantom power turned on in the port you are plugged into, or the lav mic will not work.

How do I attach the VXR10 shock mount?

We recommend putting it onto the mic by placing your thumb centrally under the circular portion of the shock mount that the mic sits in, (as opposed to pushing from the sides or the base) and then pushing down on the mic using an index finger on both sides. Push down quickly and evenly with both fingers, lining the shock mount with the narrowest part of the microphone. This should help keep the mount from snapping.

If you have a broken shock mount and need a replacement, please reach out to customer support regarding this. Assuming you are within our one-year warranty period, we will offer you a replacement mount at no charge.

Alternately, you can purchase the replacement shock mount.

Is the GM100/GMA100 compatible with the GoPro 5, 6, 7, etc.?

No. The GM100/GMA100 adapter is only compatible with the GoPro Hero 3, 3+, and 4.

I lost the hub mount for my MB600, MB700, MB1000, MB2000, etc. Can I have a replacement?

Unfortunately, lost parts are not replaceable under the warranty. However, you can purchase the replacement hubs.

My viewfinder VF25, VF30-V2, VF40 is blurry, how can I fix it?

Make sure to remove the plastic protective sheet from the lens.

Can I add a second transmitter for my WMIC80

You can add a second transmitter using the WTH8 wireless handheld mic or if you need it to be a lav, you could use the WXR8 XLR Plug-in transmitter, and an XLR lav like the LV4.

Still Have Questions?

Monday - Friday 8am - 5pm PST
800-354-1739
support@movophoto.com

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