FAQ

General Information

What is AUDIOAID.com?

A: AUDIOAID.com is a transactional website specializing in the sale of products linked to hearing health. Additionally, it offers a directory of important information related to hearing aids, accessories available on the market and hearing health. In short, it is an essential decision tool and a means to obtain many products easily, at the click of a button.

Do you give advice about hearing loss on an individual basis?

A: Unfortunately, we do not provide information on an individual basis. The information posted on AUDIOAID.com does not constitute a medical or an audiological recommendation. We shall not be held responsible for damages caused by products or information on the AUDIOAID.com website. We recommend you ask for the services of a hearing aid acoustician, an audiologist or an ENT doctor (Ear Nose and Throat) if you have questions or doubt about our products, services or information.

Can I see the products?

A: You can come examine the products at our office in Montreal. The address is 3115, Victoria street, Lachine. Our opening hours are from Monday to Thursday, 9AM to 5PM and Friday from 9AM to 4PM. We are closed on Saturday and Sunday.

Is my personal information safe?

A: All the information pertaining to your payment is not stored on our website. Your private information, such as the type contained in your profil, is entirely confidential. You can always choose to sign up or not for our newsletter, which will be transmitted via email following your subscription. You can, at all times, refer to our Privacy Policy.

About the newsletter and email recipient list

A: When you create an account on AUDIOAID.COM, you can choose whether to sign up for our newsletter and for various promotions sent by email. If you no longer wish to receive the newsletter or the promotional offers, you can unsubscribe under "My Account", “Newsletter” section, or click on the “Unsubscribe” in the email you received. Please note that AUDIOAID.COM reserves the right to inform its clients of the status of their orders and other notification services through : .

Payment Methods

What payment methods do you accept?

A: We accept the following payment methods : Visa®, Mastercard®, PayPal®.

I’m having trouble completing my payment with a credit card.

A: Please check that you properly entered the information from your card (incl. spelling) when you go to checkout. If the problem persists, please contact your credit card provider.

How can I use a discount coupon?

A: Please write the code on your discount coupon in the Coupon Code box during checkout.

Is my payment secure?

Your payment is 100% secure. We use PayPal as a payment intermediary. Paypal provides a secure payment page that conforms to PCI DSS security standards. No data related to card-number-storing or transactions is ever stored on the AUDIOAID website. Data encryption for the transaction occurs on PayPal’s secure payment page. The AUDIOAID website stores information related to your user account, which you can create and manage from the AUDIOAID website, as well as information related to your orders (ordered products, quantities, prices and totals).

How can I cancel my order?

A: Processing your order begins immediately after receiving and confirming online payment for your order. Our processing time is 3-5 business days. During this processing time, you can cancel your order by contacting one of our customer service representatives. However, if you have received a tracking number by email, it will no longer be possible to cancel your payment: you must wait to receive your order, then return it to us in accordance with our Returns, Exchanges and Refunds Policy.

Shipping, Returns, Exchanges and Refunds

What are the shipping fees?

A: Shipping fees vary according to the shipping destination and the type of product ordered. You can view the shipping fees at Checkout when entering your shipping address. AUDIOAID.com will not be held responsible for any possible customs fees.

Where can you ship to?

A: We can ship anywhere in Canada and the United States.

Do you deliver to community mailboxes?

A: Yes, we deliver to community mailboxes. If the package is to big, it will be sent to the postal office of your area.

My delivery date has passed. What is going on?

A: AUDIOAID.COM cannot be held responsible for the slowness linked to the postal service provider. Please allow more time for the delivery during severe weather and if you are located further away from large cities.

I still haven''t received a shipping confirmation email. What is going on?

A: It always takes between 3 and 5 business days to prepare and ship orders. As soon as your order has shipped, you will receive an email with a tracking number.

I never got my order. What should I do?

A: Please check with your nearest post office. If the order remains impossible to find, please contact one of our customer service representatives..

What is your policy on returns and exchanges?

A: We have prepared a flexible and simple policy regarding returns and exchanges. Please click here to know more.

Orders

What is the status of my order?

A: This information will be automatically sent to your account under "My Orders". Please click on “Order History”, where you can keep track of your order.

Will taxes apply to my order?

A: Yes. The law requires that AUDIOAID.COM apply all applicable sales taxes according to the destination of your order.

When will I get my order?

A: Once shipped, an order can take anywhere between 3 and 14 days to arrive at destination. You can, at any time, track the status of your order with the tracking number provided by email.

I got my order, but it’s not what I ordered, or items are missing. What should I do?

A: Please contact one of our customer service representatives as soon as possible so we can help you find a solution.

Product Information

How can I know that a product is right for me?

A: You can, at any time, consult with a hearing health professional, such as a hearing aid acoustician, an audiologist or an ENT doctor (Ear, Nose and Throat) to ask them questions about the products available on AUDIOAID.COM. Additionally, you can contact one of our customer service representatives, who will happily assist you. You can also come by our office in Montreal to see the products directly. Our opening hours are from Monday to Thursday, 9AM to 5PM and Friday from 9AM to 4PM. We are closed on Saturday and Sunday.

Can I get information on the products?

A: The information on the products is usually located in the "Overview" and "Features" tabs, which you can find by clicking on your desired product. For more information, you can contact our customer service by telephone or email. We will gladly share all the information we have about the product you are interested in. Furthermore, you can subscribe to our newsletter, which will provide you with information on existing and upcoming products. Subscribe to our newsletter by clicking here.

Contact us :

Shipping fees vary according to the shipping destination and the type of product ordered. You can view the shipping fees at Checkout when entering your shipping address. AUDIOAID.com will not be held responsible for any possible customs fees.

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