Frequently Asked Questions

Common Shipping Questions


Which shipping company do you use?

We use either Canada Post or UPS, depending on which option saves you more money.


How long does shipping take?

We use different shipping companies, depending on the size of your item and your location. A tracking number is provided once the item is shipped and, and orders usually arrive within 10 business days.


I haven’t received a tracking number. When can I expect my delivery?

You will receive a tracking number when your order ships from our warehouse.  If you have not received a tracking number within 5 business days of placing the order please contact us at [email protected].


Can I ship to a P.O. box?

Yes, via Canada Post. To make sure that orders being sent to P.O. boxes and rural route addresses get to their proper destination, please include a physical street address or highway number with your order. Items that are over 30kg will only be available for pick-up at the local courier pick-up depot.


Do you ship outside of Canada?

Yes, we ship anywhere that Canada Post and UPS deliver.


Do you offer Express Shipping?

Not at this time.


Can I ship to a different address other than my own?



Can I ship to multiple addresses on one order?

No. You will need to place a separate order for each location.


What if I missed my delivery?

If you missed your delivery, here’s what will happen:

  1. You’ll receive a delivery notice card telling you where and when you can pick up your order. For some items, the carrier will contact you to set a delivery appointment or to confirm pickup of the order.
  2. Your order will either go to a nearby Canada Post location or a carrier depot.
  3. When you pick up your order, make sure you bring your order number and valid photo I.D.


If my package gets lost, who do I contact?

You can contact our HearingLife Shop Support at [email protected]. We will contact the shipping provider and open an investigation on your behalf. We will provide more information within 2 business days. Please note: Investigations can only take place within 90 days of the order.



Common Return and Exchange Questions


My item is not working. What do I do?

Please contact our TeleSupport team for technical assistance. They can be reached at 1-833-TELESUP (835-3787) and [email protected]

The TeleSupport team will troubleshoot the issue and determine if a repair or exchange is needed.


How do I return or exchange an item?

Eligible purchases can be returned and exchanged for 14 to 30 days from the date of purchase. Contact Support at [email protected]

Please provide your name, product ordered and reason for return or exchange. A support representative will contact you within 2 business days to provide information on how to return the item.


Once we receive the product, we’ll process the refund to your original method of payment in 5 business days or send a replacement depending on your preference.


Please note: Items that are "final sale” are not eligible for return or exchange. If you believe a "final sale” item is not working correctly, please contact [email protected] for technical assistance.


I received a return label. How long is it valid for?

A return label is valid for 5 business days after we email it to you.


When will I receive my refund if I ship something back using a return label?

Within 5 business days after the order arrives back to us.


Do you refund shipping fees?

We do not refund shipping fees unless the item is proven to be defective.



Contact Us


For questions or assistance with your order – contact Support at [email protected]


For assistance with your item – contact TeleSupport at 1-833-TELESUP (835-3787) and [email protected]