Order Processing
Please allow 24 hours to process your order. Expect an email within 24 hours to notify you that your order is on its way. Please place your order by 10.00am EST and we will aim to ship your order on the same day.
US Shipping
US Shipping Rates and Estimates. Please note, all delivery timeframes are a guideline given to us by our courier and are not guaranteed. Public holidays may cause disruption.
| Shipping Option | Estimated Delivery Time | Price |
|---|---|---|
| Standard (untracked) | 7 to 10 business days | $4.95 |
| Express (tracked) (under $199) | 3 to 6 business days | $12.95 |
| Express (tracked) (over $199) | 3 to 6 business days | $0.00 |
International Shipping
| Shipping Option | Estimated Delivery Time | Price |
|---|---|---|
| Standard | 7 to 20 business days | $20 |
International Shipping rates and estimates. Please note, all delivery timeframes area guidelines given to us buy our courier and are not guaranteed. Public holidays may cause disruption. Customs charges may be applicable outside of the UK and must be paid before the package can be received.
Christmas Deliveries
The last day for Christmas delivery is Sunday 15th December if Express shipping is used. Standard Delivery is not guaranteed. Although we will aim to get your product/s to you before Christmas if ordered via Express Delivery before Sunday 15th December, HearCareDirect.com cannot 100% guarantee this due to courier estimates. If in doubt, please contact us at support@hearcaredirect.com
Refunds, Returns, and Exchanges
We accept returns received up to 30 days after your delivery date if the item is unused and in its original condition, we will refund the full order amount minus the shipping costs for the return. We will not refund your original postage cost unless your item has arrived damaged through no fault of your own. We will require photographic evidence of any damaged products.
Consumable items that have been opened are excluded from our Returns Policy due to health and hygiene reasons, making them no longer sellable. This means we cannot refund these items once opened and/or used. This includes receiver wires, domes, retention locks, tubing, ear hooks and wax guards. Any packages we receive damaged or with items missing will not be refunded.
Faulty receiver wires are not covered in our returns policy. If the receiver wire has been used and is returned as faulty, no refund will be given. If the receiver wire does not work on receipt, please email us within 4 days of receipt of your order and we may be able to provide you with a replacement.
Please email us the details of your return to support@hearcaredirect.com. Returns without emails will not be actioned. Our returns address is:
Hear Care Direct
4291 Express Lane
Suite GB6946
Sarasota
Florida
34249
Reasons for Returns/Exchange:
Product No Longer Required
If you change your mind or find that your product is not compatible with your hearing aid/suitable for your needs, we offer a 30-day returns/exchange policy, providing the items are in an unused, re-sellable condition, in their original packaging with all original accessories included. A failure to follow these terms may result in us withholding a percentage of your refund value to cover the cost of replacement, or in the worst case scenario, we will not offer a refund at all.
Unfortunately, we do not offer free returns at this time. All returns costs are the responsibility of the customer and we will not be liable for your returned product until it arrives safely at our location. Because of this, please ensure all returned goods are sent to us using a tracked shipping service, so the package can be located should the order go missing. A lot of couriers offer insurance on tracked postage, should your parcel go missing in transit.
After 30 days, unfortunately we are unable to accept unwanted returns/exchange products.
Faulty Products
In the case that your product has a manufacturing fault, is under warranty and still within 30 days of your delivery date, you may return or exchange this item.
An alternative service for faulty items is the check-in service, which includes sending the item back to the manufacturer and them either repairing or replacing the goods, should they find a fault with it. This only applies to products that come with a manufacturer warranty. We (HearCareDirect) do not offer a retailer warranty at this time.
After the 30-day return or exchange period, we will be required to directly contact the manufacturer in order for your device to be serviced along with the terms and conditions of the manufacturer’s warranty. You will need to send the device back to us, and we will send it off for replacement/repair and send it back to you once complete.
If you are unsure about the warranty on your product, providing you have purchased the device from us, please get in touch and we can give further advice.
Faulty Hearing Aid Receiver Wires
No manufacturer offers any warranty on receiver wires due to the consumable nature of the product. Neither the manufacturers or us as the retailer can guarantee how the item is used, and what day-to-day wear and tear it is subject to. Because of this, receiver wires are not covered under the 30-day guarantee.
DOA (Dead on Arrival) Hearing Aid Receiver Wires
Although we do not cover receiver wires under our 30-day faulty guarantee, we do understand that in some rare instances, the receiver wires may not be working upon arrival. If this happens, you must contact us within 5 days of receiving the receiver to notify us of the issue, and we will send a replacement unit out to you. We understand that some of our customers order more than one at a time to ensure a spare is always available; if this applies to you and you order more than one receiver wire at a time, we would kindly ask that upon receiving the receiver wires, you test all of them at the time of delivery to ensure they are in full working order and then safely store the spares to avoid any disappointment, as we will not refund faulty receiver wires outside of the 5 day DOA guarantee.
Repairs
If HearCareDirect is arranging a repair on your behalf, we will require the item to be sent to our US warehouse for us to send on to the manufacturer.
Damaged Products
If your order arrives damaged, please email us as soon as possible at support@hearcaredirect.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Please take care when opening/using all products, as we will not refund or exchange items if they have been accidentally damaged.
If you’re unsure on how to use your product, you can contact our experts for advice either through phone or via email.
Phonak Roger iN Returns
Phonak Roger iN devices, such as but not limited to, Roger On iN, Roger Select iN, Roger Table Mic iN, all require the integrated receiver/license to be installed within the hearing aid(s). If you purchase a Roger iN device and within the 30-day returns policy you are not happy with the product, to be eligible for a refund you MUST visit an audiologist and have them unpair the Roger iN device from your hearing aid before you return the product.
If you cannot visit your audiologist within the 30-day returns policy to do this, please get in touch and where possible, we will endeavour to facilitate a longer returns window (within reason and this date will be agreed exclusively by us, HearCareDirect, and will be at our own discretion).
All iN devices are tested upon receipt – if we receive a Roger iN device that has NOT had the receivers uninstalled from your hearing aid, and reinstalled back into the device, we will send the item back to you to get this action done, as we have no way of doing this and must be done by an audiologist. Only once this has been done will we refund your purchase.
Phonak Roger X Receiver Returns
When the Phonak Roger X Receiver (Type 03) is paired with a compatible Phonak hearing aid, the receiver licenses held within the X receiver get uploaded to the hearing aid. To unpair the product, you will need to get the X receiver unpaired from your hearing aids, and installed back into the X receiver. If you purchase the Phonak Roger X Receiver (Type 03) and wish to return it, you must ensure that the device is correctly unpaired and that the receiver license is installed back into the X receiver, otherwise we will not be able to refund your order and we will instead send the product back to you at your own cost, to be unpaired by an audiologist. Non-Phonak aids and external devices aren’t affected by this, and can be returned without the need to unpair the device.
Contact Us
If you have any further questions, please don’t hesitate to contact us at support@hearcaredirect.com.