FAQs

Manage my Account

How do I update my personal information?

You will see your name, a “Manage” button and an icon of a cog in the top right of your screen. Please click there to update your personal information including:

      • Name
      • Date of Birth
      • Address
      • Email
      • Contact number
      • Username
      • Password
      • Contact preferences

 

Ordering

I don’t live in Australia or New Zealand but I want to access the Cochlear Online Store.

Due to local regulatory restrictions, Cochlear is only able to provide access to the Cochlear Online Store to Australian  and New Zealand residents.

If you are not living in Australia or New Zealand, please contact your local Cochlear country office to find out if there is an Online Store available in your country.

 

I am unsure if my order went through properly.

If your order is successful, you will receive an order confirmation email to the same address as your myCochlear username within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder.

Alternatively, log in to your account, click the arrow near the “My Cart” icon and click “My Orders” to view all previous orders.

For further assistance, contact our Customer Service team on 1800 620 929 (AUS) or 0800 444 819 (NZ). 

 

How do I change my order once I have already completed my purchase?

Please contact Customer Service on 1800 620 929 (AUS) or 0800 444 819 (NZ) as soon as possible if you wish to change your order after you have received an order confirmation number.

 

Can I make a warranty claim through the Online Store?

If the item was purchased through the online store, visit Terms and Conditions of Sales for Australia or New Zealand, Returns section. For purchases in your clinic, you should visit your clinic regarding repairs under warranty. For enquiries, please call Customer Service on 1800 620 929 (AUS) or 0800 444 819 (NZ) or email us at customerservice@cochlear.com.

 

I would like to upgrade my sound processor. Can I do an online store order to upgrade my device?

Ordering your upgrade sound processor via the online store is currently not available in Australia or New Zealand. If you want to upgrade your sound processor to take advantage of the latest Cochlear technology, please talk to your hearing healthcare professional.

 

Security

Is my personal information secure?

Cochlear is committed to protecting the privacy of your personal information in accordance with applicable privacy and data protection laws. Read our privacy policy to learn more about how we keep your information secure in our Privacy Policy. 

 

Do you store my credit card details?

No, Cochlear will never store your credit card details.

 

Delivery

How can I obtain free shipping?

Please refer to shipping policy. If you have any questions, please call Customer Service on 1800 620 929 (AUS) or 0800 444 819 (NZ) or email us at customerservice@cochlear.com

  

What delivery company do you use?

We use StarTrack, who team with Australia Post in Australia. In New Zealand we use DHL.

 

How do I check on the status of my delivery?

Log in to your account, click the arrow near the “My Cart” icon and click “My Orders” to view all current and previous orders, including the status of your current order. 

Contact Customer Service on 1800 620 929 (AUS) or 0800 444 819 (NZ) or email us at customerservice@cochlear.com

 

How long will it take to deliver my order?

Standard deliveries are usually dispatched within 48 hours of receipt of order if ordered Monday to Friday, and usually arrive 3 to 14 days after shipping. (Please keep in mind that arrival will depend on your post code and location. Please allow extra time for non-metropolitan area deliveries. Rechargeable battery shipments may take longer due to shipping regulation requirements)

 

Do you ship internationally?

Due to local regulatory restrictions, Cochlear is only able to provide access to the Cochlear Online Store to Australian and New Zealand residents.

 

Can I change my delivery address after I have placed my order?

Please contact Customer Service on 1800 620 929 (AUS) or 0800 444 819 (NZ) as soon as possible if you wish to change your order delivery address after you have received an order confirmation number.

 

Payment and Pricing

Does Cochlear store my credit card information?

No, Cochlear will never store your credit card details.

 

Is the online store secure?

The Cochlear online store uses SSL (Secure Socket Layer) encryption when transmitting financial and payment information. An icon resembling a padlock is displayed on the bottom of most browser windows during SSL transactions that involve credit cards and other forms of payment. Every time our Store asks for a credit card number during checkout for payment, it will be SSL encrypted.

 

Do you offer a Loyalty system?

No, the Australian or New Zealand Cochlear Online Store does not currently offer a loyalty system.

 

How do I use a promotion code or discount code?

In the “My Cart” screen, as well as throughout the checkout process, you will see a “Coupon Codes” field where applicable promotion codes and discount codes can be entered.

 

What currency does the Cochlear Online Store use?

Currency in the Australian Cochlear Online Store is in Australian Dollars. Currency in the New Zealand Cochlear Online Store in in New Zealand Dollars.

 

Do your prices include GST?

In Australia and New Zealand, all prices are inclusive of GST.

 

Returns and Exchanges

How do I return or exchange an item?

Visit Terms an Conditions of Sales, Returns section or call Customer Service on 1800 620 929 (AUS) or 0800 444 819 (NZ) or email us at customerservice@cochlear.com for more information on how to return or exchange an item.  

 

Contact and More Information

Who do I contact if I have questions about my order?

For further assistance, contact our Customer Service

Phone: 1800 620 929 (AU), 0800 444 819 (NZ)
Fax: +61 (0)2 9428 6555
Email: customerservice@cochlear.com

Address: 1 University Avenue, Macquarie University
NSW 2109, Australia
PO Box 1444, Macquarie Centre
NSW 2113, Australia

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