Frequently Asked Questions

FallCall Solutions, LLC is a company that was conceptualized by the founding physicians in response to a variety of observations:
• Mobile technology is becoming more accessible to all age groups and is being used as our primary means of communicating between loved ones with increasing frequency
• There are increasing numbers of geriatric trauma patients presenting to hospitals across the nation. Many of these patients report delays in communicating with those that can help them in both emergent and non- emergent situations. To address these, we wanted to build a company that would create simplified technologic relationships between elders and their caregivers on widely adopted mobile ecosystems. “FallCall Solutions, LLC” was the result.

Why is the Trelawear wireless mobile device and service better than other traditional Personal Emergency Response Devices?

There are several reasons Trelawear's mobile wireless emergency alert system is better for emergency response than a traditional emergency alert device:
1. Trelawear pendants are attractive, discreet & simple to use: increasing compliance.
2. After your Trelawear pendants is paired to the FallCall Application, if you activate an emergency with a button push, within seconds a trained emergency response agent will contact you and will already know Who You Are, Where You Are and have all your Care Group contacts. If you do not answer the phone, emergency services will be contacted and your call group will be notified!
3. Trelawear pendants are easy to activate: all that is needed is your smartphone! No extra equipment, no complicated activation process-everything is completed in your App on your smartphone!
4. Trelawear emergency response monthly subscriptions are affordable with no contract or cancellation fees. Significantly less expensive than traditional emergency response plans.
5. Trelawear wireless mobile pendants work inside and outside your home, making them the perfect solution to maintain an active lifestyle. 

Do I need a smartphone? Yes

Trelawear pendants require an iPhone or Android smartphone to be used to activate the Emergency Response functionality through the FallCall Detect App on your iPhone® or FallCall Lite App on your Android smartphone

What subscription plans from FallCall are available that work with Trelawear?

Trelawear pendants are supported by an affordable monthly subscription option from FallCall once you download either the FallCall Detect App for your iPhone or FallCall Lite App for your Android smartphone. For either plan there are No Contracts, Cancellation Fees or equipment needed, other than your smartphone!

• 24/7/365 Central Monitoring Station service plus your Care Group (up to 5 people) for $19.99 per month, or $119.94 for a 6 month service plan. 

Note: Subscription plans on the FallCall Detect App includes innovative Fall Detection technology available through your Apple Watch.

Do I need to purchase a FallCall monitoring service subscription? Yes

In order to activate the emergency response feature, you will need to sign up for an affordable monthly monitoring service subscription plan on either the FallCall Detect App (iPhone) or the FallCall Lite App (Android). There are no contracts or cancellation fees!

How close does my phone need to be to the pendant in order for the emergency alert service to be active?

Our tested wireless range is up to 100 feet (range fluctuates dependent upon location) for providing an open line of communication to the US based Emergency Response Center should you ever press the alert button in an emergency. 100 feet is approximately 1/3 a football field.

Does the service work in areas with no cellular coverage? No

The FallCall Detect and FallCall Lite App service will not work in geographic areas without cell coverage, as the service is based on cellular technology. If you travel out of range, your App will notify you. Once you travel back within range, your App will automatically reconnect , but we suggest you check your App to ensure your device has been re-connected. On some rare occasions you may need to manually reconnect your device.

Are Trelawear pendants waterproof? No

Trelawear pendants are not waterproof. They are splash resistant but are not recommended to be worn in the shower and should not be submerged, like in a pool.

Can I go to sleep wearing the pendant? No

Trelawear pendants are not recommended to be worn at bedtime. We suggest you store your pendant near you on your nightstand.

Do I need to charge the pendant? No

Trelawear pendants run on a coin cell wireless battery, which is guaranteed to last up to one year from your date of purchase. You will be alerted on your FallCall App when the battery is running low so you can replace your pendant within 30 days.

Does this work outside of the U.S.? Limited

As of right now, the service works only in the United States and Australia.

Does my Trelawear pendant work with most cellular providers? Yes

Once your Trelawear pendant is paired with the FallCall Detect or FallCall Lite App on your smartphone, and you sign up for a subscription plan, the emergency alert function will be active for all major cell service carriers including Verizon, AT&T, Consumer Cellular, and T-Mobile among others.

If I buy a pendant, do I need to use FallCall service or can I just wear it as a piece of jewelry?

You may purchase the pendant and wear it as a beautiful piece of jewelry, however the only way for the emergency response feature on the pendant to work is by downloading the FallCall Detect App on your iPhone® or the FallCall Lite App on your android smartphone and signing up for a monthly monitoring service plan.

What is Trelawear's Shipping Policy?

Devices purchased on Trelawear.com are shipped free for standard shipping via USPS which takes approximately 2-5 business days depending upon final shipping destination. You may also choose an option for 2 day shipping to all U.S. locations via UPS for an additional charge of $18.

What is Trelawear's return and exchange policy?

Items returned in their unused and original condition purchased from Trelawear.com can be exchanged or returned within 30 days of purchase as long as the device is unused, not damaged and returned in its original packaging.

Returns by mail will be processed within 2 business days of receipt of your item(s) by Trelawear. You will receive an email notification once your return is processed. Please note that payment processing may take up to 3-5 additional business days for the credit to be applied.

If you receive notification on the FallCall App that your wireless battery is running low you may purchase a new one of your choice at 50% off the MSRP quoted on the Trelawear.com website. Your subscription service will continue with your new device once paired to your App on your phone. Email info@trelawear.com and you will be issued a special one-time code to use at checkout when purchasing your new device.

How do I contact Trelawear Customer Service?

For FallCall Solutions App Set Up and Customer Support Assistance:

Phone: 203-736-7647 Monday-Friday 9:00am-6:00pm EST.

Email assistance: fallcallhelp@fallcall.com

For Central Monitoring Center Customer Support: Available 24/7/365 

Phone: 877-510-3079.  If you activate an emergency alert this will also be the call back # on your cell phone, and in most cases your phone will also say Response Center.

Are Trelawear pendants FCC certified? Yes

FCC Statement 

This device complies with Part 15 of the FCC Rules. Operation is subject to the following two  conditions:(1)This device may not cause harmful interference, and(2)This device must accept any  interference received, including interference that may cause undesired operation 

FCC Caution 

To assure continued compliance, any changes or notifications not expressly approved by the party  responsible for compliance may void the user’s authority to operate his equipment.(Example-use  only shielded interface cables when connecting to computer or peripheral devices) 

FCC Section 15.105 Information to the user. 

This equipment has been tested and found to comply with the limits for a class B digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation.This equipment generates uses and can radiate radio frequency  energy and, if not installed and used in accordance with the instructions, may cause harmful interference to  radio communications. However, there is no guarantee that interference will not occur in a particular installation.If this equipment does cause harmful interference to radio or television reception, which can be  determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures: 

--Reorient or relocate the receiving antenna. 

--Increase the separation between the equipment and receiver. 

--Connect the equipment into an outlet on a circuit different from that to which the receiver is connected. --Consult the dealer or an experienced radio/TV technician for help.  

Instant Care, Inc. 

9750 Birch Canyon Pl 

San Diego, CA 92126 

877-424-4050 

Warning: contains coin battery 

The product comes with a non-replaceable battery 

Remove and immediately recycle or dispose of used batteries according to local regulations and keep away from children. Do NOT dispose of batteries in household trash or incinerate. Even used batteries may cause severe injury or death. 

Call a local poison control center for treatment information. 

Battery type: CR2032 

Battery voltage: 3V 

Non-rechargeable batteries are not to be recharged. 

Do not force discharge, recharge, disassemble, heat above 60°C (140°F) or incinerate. Doing so may result in injury due to venting, leakage or explosion resulting in chemical burns.  

Have any additional questions?

Please email us at info@trelawear.com and our customer service team will be happy to answer them.