Frequently Asked Questions

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Product related FAQ:

Baby was removed, yet the app still shows “Baby In”?

Proceed to disconnect sensor cable from the car seat module and wait for three seconds. Please connect the sensor cable back and wait until the beep sound completes for proper sensor calibration. If the situation persist, unplug the car seat module and press the reset module for three seconds then release. After the release, a beep sound will be heard.

 

How many people can download the app and activate?

A maximum of two (2) people are allowed to download and activate the app. The activation will be done via a 5 x 5 alphanumeric activation key (XXXXX-XXXXX) provided inside the packaging box. We recommend to take a picture of the serial number and activation key. If you want to add additional persons to use the app, please use the contact form in the Support section of www.gardienalert.com/Support. When contacting us, please provide the following information:

 Product owner’s name

 Product owner’s email

 Product’s serial number located in the sensor unit as well as the packaging box

 Phone number where app is installed

 

Which Smartphone devices are compatible with the Gardien Alert system?

The Gardien Alert Smartphone Application has been designed to work with all iOS based devices and most Android Base Phone Devices. For Android based devices, lab tests have shown that the system performs at its best when using Samsung Branded Smartphone devices.

 

I want to uninstall the app?

You can uninstall the app at any time, but once uninstalled, the smartphone can no longer monitor the presence of the baby. The app can be downloaded again, but it needs to be set up again the same way it was installed the first time.

 

Can I use the product while talking over the phone?

Yes. The product will continue to monitor the baby while talking over the phone.

 

The product is not doing anything?

Proceed to unplug the car seat module from the car seat. Please press the reset button for three seconds then release. After this is complete, a beep sound should be heard. Module can be plug back to car seat.

 

Baby was placed on car seat, but the app shows “Baby Out”?

Please make sure the sensor is properly located in the car seat. The sensor should lay as flat as possible within the area were the baby is located. Please make sure that always the sensor is located and fixed using the aperture within the sensor par to the seat belt. If the problem persist, proceed to disconnect sensor cable from the car seat module and wait for three seconds. Please connect the sensor cable back and wait until the beep sound completes for proper sensor calibration. If the situation persist, unplug the car seat module and press the reset module for three seconds then release. After the release, a beep sound will be heard.

 

The sensor pad got soaked during use, will the pad get damage?

No, the sensor pad is designed to resist any liquid spills. The sensor will still work in the detection of the presence of the baby. It is strongly recommended that the pad does not get soaked. The pad was designed to resist considerable quantities of liquid, yet as any electronic product, any excess of liquid within the sensor pad could compromise the functionality of the sensor readings. If the pad gets soaked, it is recommended to remove the pad from the soaked area, wait for the pad to get dry, then install back. The smartphone as well as the car seat module will alert you in case you forget to connect sensor pad.

 

Can I machine wash and dry the sensor pad?

No, the sensor pad can only be cleaned via hand wash or wipe.

 

Can my baby suffocate with the cable included with the product?

Please make sure you always monitor the use of the product under the presence of the baby. The installation of the product and design is intended for the product to be located underneath the car seat.

 

Is there any possibility that the baby can get an electric shock?

No, the product is certified by the FCC to ensure that we are in compliance with the respective design codes to prevent any type of accidents of this nature. As any electronic product, no liquids should be spilled on the sensor unit to prevent product failure. As part of the product design, the car seat module will be located at the back or bottom of the car seat which significantly reduces the probability of a massive product failure or accident.

 

Will other wireless/Bluetooth products interfere or compromise the performance of Gardien Alert?

No, the product is designed to prevent any other device to interfere with the performance of the product.

 

Can I add another sensor unit to the smartphone app?

Yes, you can add a maximum of two (2) sensor units. The app will monitor both at the same time on the back end, but will only display the information about the primary device the user wants to monitor at all times. The user can select which device to monitor at any time.

 

What if I change my smartphone, but I have the same phone number?

You need to download and install the app the same way you installed on the previous phone. Always follow the guidelines provided in the app. Our website will have the product instructions for easy download. Please use the contact form in the Support section of www.gardienalert.com/Support.

 Product owner’s name

 Product owner’s email

 Product’s serial number located in the sensor unit as well as the packaging box

 Phone number where app is installed

 

What if I change my phone number?

Since the product was already registered with the previous phone number, please use the contact form in the Support section of www.gardienalert.com/Support:

 Product owner’s name

 Product owner’s email

 Product’s serial number located in the sensor unit as well as the packaging box

 Phone number where app is installed You will receive an email with confirmation

that you can proceed to register the app. The target is to respond as soon as possible.

 

The smartphone ran out of battery? Will the product still work?

The smartphone app depends on the phone to be ON at all times. The app will not work if the smartphone is OFF. The car seat module will continue to work and will provide sound alerts, but it is strongly recommended to have the smartphone ON for the product to perform at the highest performance possible.

 

Is the smartphone and/or the product collecting any personal information?

The smartphone is only collecting for security purposes the phone number and the wireless service provider currently in use. Also, the smartphone app is collecting data of the actions taken by the product such as:

 Detection of baby

 Detection of sensor connection

 On/Off status of the smartphone’s Bluetooth

 On/off of GPS location

 Any emergency alerts generated

 On/Off of the smartphone

Beside the actions happening on the smartphone when the product is in use (baby detected and monitored in car seat), noting else is been monitored or recorded.

 

Does the device needs to be connected to the car’s battery?

No, the product is self - powered by a CR2 battery type that can be found at most convenience store.

 

How long will the battery last?

Based on a daily use of two hours, the product is designed to last about six month-ten months before a battery change.

 

Can the product be stored?

Yes, but please remove the batteries if the product is planned to be stored for over fourteen days or more.

 

What happens if I turn off the Bluetooth of the smartphone?

The smartphone app depends on the information sent from the car seat via Bluetooth. By turning off the Bluetooth, the app will no longer have communication with the car seat system. The app was designed to let you know when turning off the Bluetooth.

 

My smartphone is connected to the Bluetooth of the car, is this a problem?

No problem. You can have your cell phone connected to the Bluetooth of the car and the system will continue to work at the same time. Lab test showed that while connected to the Car’s Bluetooth and when answering a phone call, a few vehicles with certain system factory setup prevented Gardien Alert from continuing to monitor the sensor pad and the Baby.

 

I turned off the GPS on the smartphone, will this affect how the system works?

The GPS is used by the smartphone app to let the emergency contact know an approximate location where the baby is located in the event of an emergency. If the GPS is turned off, the system will continue to work, but the location will not be sent to the emergency contacts.

 

Is the smartphone app using the GPS location for other purposes?

Definitely not. The GPS is only used when the baby is in the car seat and only if an emergency situation is triggered. Besides this, nothing else is been done with the GPS. As indicated, for optimal performance, it is recommended that the GPS is turned ON when baby is in car seat.

 

I am concerned that the Bluetooth and GPS will drain the battery of the smartphone?

We have tested the app with the most used smartphones today and they have showed that the average battery consumption of the smartphone is less than 1% on a 24 hours period. This means that the app does not reduce significantly the battery levels of the smartphone.

 

Can I move the product to another car seat?

Yes. That’s one of the main features of the product. It allows the user to easily move the product to any car seat and any car.

 

I turned the Bluetooth off before I remove the baby from the car seat?

The app will send a notification that the Bluetooth has been turned off with a baby in the car seat. The user can either turn the Bluetooth back on or simply close the notification sent by the app if the baby will be removed. Once the Bluetooth is off, the smartphone will no longer monitor the presence of the baby.

 

How many emergency contacts can I add in the app?

A total of six (6) emergency contact can be added in the app. You can add and remove contacts as desired. It is strongly recommended to add reliable contacts that can react promptly to the situation. Recommended contacts are: Co-workers Family members Friends

 

What is the maximum weight the baby needs to be for the system to work properly?

There is no limitation on weight. The sensor can work with babies over 2 lbs.

 

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Shipping and availability FAQ:

When will my order ship?

In most cases, your order will ship within 1-2 business days. We will send you an email when it ships along with a confirmation email that has your delivery service information and tracking number. In the case that we cannot meet the 1-2 business day shipping goal, we will notify the customer via email the reason for the delay and the next estimated ship date. When possible, we will ship your entire order in one shipment. If you have any questions, please contact our Customer Support Team, we are happy to help you.

 

What shipping methods are available?

We only offer USPS.

 

Do you ship internationally or to military addresses?

At the moment, we are only performing shipments in Puerto Rico and the USA. Worldwide shipments are planned for a later time once we obtain the required compliance and certifications.

 

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Warranty & Returns FAQ:

Can I cancel my Gardien store order?

Once an online order is placed on the Gardien store, it cannot be cancelled. We send all new orders to our warehouse to be packed for shipping as soon as possible.

 

Can I make changes to my Gardien store order?

After you place an order it can’t be modified. This includes canceling the order, adding or removing items, changing the credit card used for payment, or changing the delivery address.

 

How can I return my product?

Gardien offers a 30-day money back guarantee. If you are not completely satisfied with your product purchased from the Gardien store, you can return it within 30 days of the purchase for a full product refund. To initiate a refund and to arrange for the return of the product, please contact Gardien support.

 Product owner’s name

 Product owner’s email

 Product’s serial number located in the sensor unit as well as the packaging box

 Phone number where app is installed

 

Where can I read the Gardien store terms and conditions?

If you'd like to read through the Gardien store terms and conditions, click the link below. 

Where can I learn more about Gardien product warranties?

The length of your Gardien product hardware warranty is the same if you purchased your products from the Gardien store or from one of our partners or resellers. The table below outlines basic warranty information; Products Covered Length of Coverage Sensor unit One (1) year from the date the customer perform the purchase of the unit. Sensor pad Sixty (60) days from the date the customer perform the purchase of the unit.

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Is the EDR a black box?

No, the EDR is not a black box like on an airplane. It does not record sounds or conversations and does not have the capacity like an airplane black box. The EDR is only to record certain events to allow a better understanding of the product when used under emergency circumstances.

 

What causes the EDR to record?

The EDR will collect data when the following events occurred such as: low battery, baby in car seat, baby removed from car seat, low or high temperature events.

 

Why is the EDRs installed in Gardien Alert products?

EDR have the capability to serve several purposes, such as assisting in the product performance, quality control or safety research. The data collected will help understand with high precision how the product is performing under critical operations such as an emergency event when the baby is in the car seat.

 

How does the EDR record information?

The product will arrive the end user with the battery already installed. This means that the product is ready to start collecting data from the moment any of the events described above are triggered. The data is stored in a permanent memory each time an event is triggered such as: baby is placed on car seat. In the case of severe physical or electronic impacts to the product, the internal EDR components could be compromised resulting in incomplete data transfer to the permanent memory. In the case of the smartphone, the data will be stored in a secure and encrypted external database.