FAQ

How Can We Help You?

 

Why should I choose Ear11.com Affordable Hearing

Being in business for over 18 years has taught us that customers like you come first. We are genuinely trying to help you overcome any hearing loss issues that you may have – and save you money in the process.

We understand that when you are shopping for top quality, digital hearing aids there is a lot of competition and that price is an important consideration. Generally speaking, local hearing centers tend to inflate their prices several times over their original cost, so that they can cover overhead and other miscellaneous costs while still maintaining huge profit margins. They do this by offering extra or additional services that are often unnecessary. At EAR11.COM Hearing, we do not feel this is best for the customer – because our goal is help people hear better AND save money in the process.

We strive to keep our hearing aids at affordable prices by NOT doing what others do. We do NOT

  • charge for fitting fees
  • charge sales tax
  • charge pre-paid future office visits
  • offer hearing aids with unnecessary (and often expensive) features

As a result, your hearing aids come to you at a cost you can afford. That is our promise to you and we are confident that our hearing aids will help improve your hearing loss.

We have literally helped thousands of customers and provided them with a hearing loss solution that has changed their lives forever. Take a look at what people are saying about us;

 

How can I place an order?

At EAR11.COM Hearing, we are committed to making the order process hassle-free, convenient, and fast.

It takes only a few minutes to place your order whether you choose to do it yourself using our easy, intuitive website OR by calling 800-920-7539  and speaking to our friendly, knowledgeable team of customer support representatives waiting to help you hear better. For your convenience we also offer email support or online chat to help get you started.

 

All of our products are available at ear11.com and your shopping experience can be completed on your computer, tablet or smartphone in 4 easy steps:

Choose the type of product (Hearing Aids or Hearing Aid Accessories) you are searching for from header at the top of each page

Select the specific product you would like by clicking the View Product button

Click the Add to Cart button on the product page

Click the Checkout or Cart button in the top right corner for easy, quick, and secure payment processing

1-2-3-4 …. it’s that simple and you are on your way to hearing more clearly.

If you run into problems or have questions along the way, our friendly staff is available Monday through Friday from 8:30am – 5:00pm Mountain Time to provide their assistance.

Phone: 800-920-7539

Email: info@ear11.com

 

What payment methods do you accept?

We accept wide range of safe, simple online payment options through our secure server including all major credit and debit cards.

Additionally, we also accept check and money order payments. Please contact us at info@ear11.com (or call us at 800-920-7539) for complete details regarding ordering and non-credit card payments.

We also accept CareCredit as a payment form. However, to do this customers must call or email us to place their order because there is not an automated process on our website to complete CareCredit orders.

NOTE: CareCredit is a healthcare credit card designed for your health, beauty, and wellness needs. It’s a way to pay for the costs of many treatments and procedures and allows you to make convenient monthly payments. To use CareCredit, you must setup your CareCredit account prior to placing an order with us. Visit them at www.carecredit.com for more information.

 

 

If I need to return an item, what should I do?

Step 1: Contact EAR11.COM Hearing. Before sending items to us for return, we highly encourage you to contact us and provide us with the reason for your return. Oftentimes, through discussion we can help to correct any issues that may have arisen and contributed to the reason for a return (ie. something wasn’t working correctly and we can troubleshoot over the telephone). If a return is warranted, please let us know if you would like an exchange or a payment refund. A Return Merchandise Authorization (RMA) Number will be assigned to you. This number is required to be included in your return correspondence to us.

Step 2: Prepare your return. Repack all contents in their original packaging. For some purchases that consist of several individual items, make certain that you return all items in the package received. Attach a return label to the outside of your package concealing all original shipping labels. Please note that we do not provide return labels. Our return address is included in the original paperwork we sent to you with your order, either on the invoice or the return form.

Step 3: Send your return back. Choose your preferred shipping carrier. To ensure on-time delivery, please:

  1. Attach your return label to outside of the package concealing all original shipping labels on the package you received.
  2. Insure the full value of the package you want to return.
  3. Acquire a tracking number for your package.
  4. Forward the package to the our return address.
  5. Safely keep the pack slip with you until your return has been successfully processed.

Please note that EAR11.COM does not cover return shipping, or will not be held responsible for items that are lost or damaged in transit.

If your original payment was made with a credit card, and you choose to get a refund, your credit card will be credited during processing. Due to the nature of processing credit card payments, the refund payment may not appear on your statement until after one or two billing cycles.

                                                     

How does the warranty work?

Every hearing aid we sell comes with either a 6 month or 1 year warranty against manufacturer defects. Damage that is NOT the direct result of manufacturers’ defects is not covered under the warranty.

If the hearing aid stops working properly please remove the tube completely, then put a fresh battery in. Turn the volume to 4 and cup the aid in your hand. If it whistles, the hearing aid is working fine, but there is a blockage in the tube. Tubes can be purchased for all of our hearing aids from this site.

If the hearing aid is sent to us and only a cleaning is needed for an otherwise properly working hearing aid; there will be a charge of $54 to clean one aid and $59 for a pair including return shipping.

If the aid is still not producing sound with the tubing removed, please call 1-800-920-7539 to set-up a repair service. In warranty repairs are free; the user just covers shipping. Out of warranty repairs are available in most situations and cost between $75 and $199 per aid.

 

Will there be a customs fee added to my international order?

EAR11.COM Hearing DOES NOT charge a custom fee! However, certain countries outside of the United States DO charge additional fees, such as customs fees and independent carrier fees. These fees are out of our control, so we encourage you to please contact your local branch office of the Postal Service or customs office to find out what kind of fees you can expect based upon the type of products you wish to order.

 

Where can I try the hearing aids?

You can try them in the comfort of your own home. We ship them directly to you with a Risk Free, 30 day money back guarantee. Additionally, each hearing aid comes with a manufacturer’s warranty of either 6 months or 1 year depending on the specific hearing aid. This gives you the opportunity to experience whether or not the hearing aids you purchased are best suited for your hearing loss level.

 

When will my order be shipped?

Most orders of in stock items will be processed and shipped within 2 – 5 business days. Our normal business days are Monday – Friday, excluding holidays. For shipments within the United States, we ship via USPS.

Once we receive your payment and confirm that we have received your FDA waiver statement, we pull the items for your order together, inspect and test them, and then finally package them for shipping. Our goal is to guarantee 100% customer satisfaction, and the extra effort we provide allows us to make sure that happens.

Please note – Since we cannot process your order until we have received payment, if you are paying by check or money order, you should mail your check as soon as possible with your order number written on it. Once we receive it, we will proceed with preparing your order for shipping. We reserve the right to cancel your order if your check/money order payment is not received within 30 days.

                                                                           

What is an ear hook?

An ear hook is a clear plastic attachment to the hearing aid that couples the hearing aid to the tubing.

 

What does shipping cost?

For Domestic Shipping you can select from:

  • 1-2 day Express shipping for a flat rate of $25.00 USD
  • 2-7 day First Class shipping for a flat rate of $4.00 USD.

For International shipping you can select from:

  • $45.00 USD for Express shipping
  • $25.00 USD for Priority shipping
  • $10.00 USD for First Class shipping (Unavailable for hearing aid orders)

Please note that there are several countries outside of the United States and Canada that we do not currently ship to. If the countries you are shipping to DOES NOT appear in the Country drop down menu on the Shipping Information portion of the checkout process, then we do not ship to that country and we will be unable to process your order.

 

 

What are refurbished hearing aids?

Refurbished hearing aids are pre-owned hearing aids reconditioned by the manufacturer to like-new working order, and feature a six-month repair warranty. Refurbished hearing aids are a great way to save a substantial amount over the cost of new hearing aids.  EAR11.COM only have new hearing aids on hand, but however sometimes will sell hearing aids that’s refurbished and hardly used.  You will be able to view them on our hearing aid website.

 

I cannot login because I forgot my password – what should I do?

Go to the Account login screen and click on the Forgot your password link. You will need to remember the username OR email address that was used to originally create your account. If you do not remember the username or email address, please call us at 1-800-920-7539 (or send an email to info@ear11.com), so we can verify your identity and help retrieve your password.

 

How will you ship my order?

All of our orders, both domestic and international, are shipped via the United States Postal Service (USPS).

The standard and least expensive option for domestic orders is First Class. Expected delivery time is between 2-7 business days after we have processed your order. There is an option for upgraded Express shipping for an additional charge. Typical shipping time for Express deliveries is 1-2 business days after order processing.

For international orders that include hearing aids, the standard delivery option is Priority. The expected delivery time after processing is 6-10 business days. For non-hearing orders ONLY a lower cost First Class option is available as well. In both cases, if faster delivery is required, there is also an Express shipping option available for an additional charge.

PLEASE NOTE: On an International orders, the expected delivery time is often delayed due to customs regulations that are beyond our control

 

How often should I change my tubes and domes?

They may be changed as often as you feel it’s needed, however we recommend changing them every 3 months. Regular visual inspection can oftentimes extend the use or alert you if they need to be cleaned.

 

How often do hearing aids need to be cleaned?

All of our digital hearing aids were designed for the user to be able to simply clean on their own. In order to receive optimal performance from your devices, we recommend a maintenance schedule that includes a frequent (almost daily) general wipe down with a cleaning swab dipped in alcohol. We also suggest cleaning the tubes and domes every 2-3 days with a cleaning filament. The process is simple and should only take a few minutes, however it will help your hearing aids last longer and insure they provide you with clear sound.

While cleaning a hearing aid may take less than a minute, the cost of cleanings at a hearing center often costs $25-$45. If it is advertised as “free”, it’s likely that a large fee for service was added to the initial cost of the hearing aid purchase. If you would like for us to clean your hearing aids, please call us at 1-800-920-7539 to arrange sending your hearing aids to us. Charges to have one aid professionally cleaned with new tube and dome is $35 or a pair for $58. Hearing Aid Cleaning prices include return shipping.

 

How do I know that I am getting the right hearing aid for me?

First, we are available through phone or email from 8:00am – 5pm CST. We have a series of questions we ask to help us determine which hearing aids will work best for your specific circumstance.  We also have a great Buyers Guide that can help you find the proper devices and answer further questions. Finally, if you have a copy of a recent hearing test, you can fax or email it to us and our specialists will review it and tell you which hearing aids might work best for your hearing loss.

 

How do I avoid whistling or feedback?

EAR11.COM Hearing Aids are equipped with feedback reduction as well as noise reduction.  That said, whistling is common with any hearing aids and there are simple steps one can take in order to reduce or eliminate it.

  • First, make sure that your ears are completely free of wax.
  • Next, find the proper sized (preferably closed or tulip style) dome that will be comfortable, but also create a seal in the ear canal.
  • Then, make sure (with the dome flush into the ear canal) that the hearing aid is resting comfortably behind your ear.  If it is resting on top, feedback is more likely and can be stopped just by replacing the tube with one that is longer.
  • Finally, if the hearing aid is equipped with a ‘trimpot’ marked with an H, turn the trimpot counter clockwise until the whistling stops.

If you have completed these steps and are still experiencing issues with feedback or whistling, we encourage you to contact our customer support team at 1-800-920-7539 so that we can further assist you.

 

How can I get help with my hearing aids after I buy them?

We have trained Hearing Specialist available for support Monday through Friday from 8:00am – 5:00pm Mountain Standard Time. Please call them at 1-888-570-2740.

 

How can I check the status of my returned items?

Prior to us receiving your returned item, the tracking number that was provided to you by the carrier of your choice when you shipped the item back to us, is the only way that your package can be tracked.

Once we receive your returned items, we will begin processing your refund/exchange in a timely fashion.

If a refund is being made to your credit card, then we will initiate that refund directly with the bank or credit card that the order was made with. Due to the nature of processing credit card payments, the refund payment may not appear on your statement until after one or two billing cycles.

If a refund is being issued by check, please allow 3-5 business days for us to process the refund, issue the check and send it back to your mailing address. Your refund will be sent via the USPS and delivery times may vary.

If the item you are returning is being exchanged for another item, be sure to ask your customer service representative when the new items will be shipped. Generally speaking, we will need to receive the item being returned to us before the corresponding refund will be issued. This means that we need to receive it within the required 30-day return date and verify that it is undamaged and complete. This also means that if you are doing an exchange for a different product and have not yet returned the original to us, you will be charged in full for the new product. Then once we receive the product being returned, your refund will be issued.

During this process, our customer service team can act as your point of contact.

 

Does EAR11.COM Hearing accept payment by insurance?

Unfortunately, at this time, EAR11.COM does not accept insurance. However, we will work with you and provide any appropriate paperwork that you may require if your insurance company will reimburse you for the purchase. To do this, you would need to contact your insurance company first and make sure that they would accept an out-of-network claim.

Having said that, based on our low prices and quality digital hearing aid products, we may still be your best choice when compared to the out-of-pocket cost required for higher priced hearing aids that may be only partially covered by your insurance through other suppliers.

Do you ship to Canada?

Yes! We love our neighbors to the north!

Can I pay in installments instead of making a one-time payment?

Yes, you can – however the installation agreement will not be directly through EAR11.COM.

Our customers have the freedom to use PayPal’s Bill Me Later service, which is nearly identical to a credit card. With this service, you are able to make payments to Paypal in monthly installments.  To take advantage of this option you must have a credit line established with Paypal PRIOR to completing your purchase with EAR11.COM To learn more, visit PayPal’s website.

 

Are these real hearing aids?

Yes!  EAR11.COM Hearing only sells true FDA registered digital hearing aids.  They are NOT sound amplifiers, hearing helpers, or the like.  We only sell real hearing aids.

 

Are these hearing aids Analog or Digital?

Every hearing aid we sell is digital.

 

            Didn’t find your answer?

Here are several ways you can contact us.

We are open Monday – Friday from 7:00am – 5:00pm (CST)

Call Us

1 (800) 920-7539

We have representatives available Monday – Friday from 7:00am – 5:00pm CST to help answer any questions you may have or to place any phone orders.

Email Us Directly

We have representatives available during our business hours (Monday – Friday 7:00am – 5:00pm Central Standard Time) to help answer your questions you may have or to place phone orders.

info@ear11.com