FAQ
How do I contact you?
Choose your method for contacting Oticon Medical Customer Service:
Call: 1-866-964-6086 (M-F 8:00am – 6:00pm EST)
Email: CustomerService@OticonMedical.com
Mail to Headquarters:
Oticon Medical Canada
11- 500 Trillium Drive,
Kitchener, ON, Canada, N2R 1A7
Can I purchase a Ponto Sound Processor from Oticon Medical?
Yes, you can purchase a Ponto Sound Processor directly from Oticon Medical. Sound Processors are not sold online, so to place your order, please call Oticon Medical Customer Service at 1-866-964-6086 .
Do I need a prescription to purchase?
If you are purchasing a processor, please be aware that because a bone anchored sound processor is a regulated prescription device (Rx) it can only be dispensed by order of a medical professional. If you wish to purchase your Ponto sound processor directly from Oticon Medical we ask you to obtain a prescription from your hearing health provider prior to ordering from Oticon Medical. We will not be able to complete and ship your order unless this prescription has been received at our office. The prescription must contain name, address and signature of the prescribing hearing health provider. For all other products, including accessories, batteries, etc., a prescription is not needed.
What do I do if I am having difficulties locating what I need?
OOticon Medical Customer Service Representatives will be happy to assist you, please contact us at 1-866-964-6086 (M-F 8:00am – 6:00pm EST) or CustomerService@OticonMedical.com
What are your shipping policies?
Online sales are only available for billing and shipping addresses in the US. Online orders are processed until 2pm (EST) and are shipped the same day Mon-Fri. Anything received after 2pm will be processed and shipped the following day. Most orders arrive the next day by Purolator. If you have an urgent need, please call customer service at 1-866-964-6086.
Can I purchase an Extended Warranty from Oticon Medical?
Yes, you can purchase an extended warranty directly from Oticon Medical as long as your device is currently under original or extended warranty. Extended Warranties are not sold online, so to place your order, please fill out the form on the Web Shop and one of our Customer Service Representatives will contact you to process your order. You may also call Oticon Medical Customer Service at 1-866-964-6086.
How do I track my order online?
Once you are logged in to the site, go to My Account > My Orders to view the status of your orders placed on the Web Shop.
How do I Return or Exchange an Item?
To receive a credit, less shipping, handling and insurance charges, please call 1-866-964-6086 to request a Return for Credit form. The form must be filled out and returned along with the product.
What is your Return and Exchange Policy?
Oticon Medical Accessories can be returned or exchanged within 90 days of the shipment date at no charge. Oticon Medical processors may be returned within 90 days of shipment date at no charge.
What security measures do you take to protect my information?
The Oticon Medical Shop uses SSL (Secure Socket Layer) encryption when transmitting certain kinds of information, such as financial services information or payment information. An icon resembling a padlock is displayed on the bottom of most browsers window during SSL transactions that involve credit cards and other forms of payment. Any time our Store asks for a credit card number during checkout for payment, it will be SSL encrypted. The information you provide will be stored securely on our servers. Your password is protected and stored using a hashing algorithm. We do not store your payment information. Once submitted, your payment information is run immediately over SSL and never recorded. We have implemented measures designed to secure your Personal Information from accidental loss and from unauthorized access, use, alteration and disclosure. All Personal Information you provide to us is stored on our secure servers behind firewalls.