FAQs

How do I contact you?

Choose your method for contacting Cochlear Americas Customer Service:

Hours: Mon-Fri 6am to 6pm and Sat 8am to 12pm, Mountain Time. 

Call

1 (800) 483-3123

Chat

 
Cochlear Online Chat

(Mon-Fri, 9am-4pm MT)

E-mail

customer@cochlear.com

 

I was registering and I received a message "We were unable to locate any matching records." What should I do?
Our customer service team will be happy to assist you, please contact us at 1(800) 483-3123 or chat online.

 

What happens if I forgot my Username or Password?
On the store login page (www.cochlearstore.com) click on the 'Forgot Username/Password' link. Enter your user name or email address. You will receive an email with a system generated password. Once you login with this new password, you can change the password to be something you will more easily remember by selecting the 'Account Profile' link and then clicking on 'Personal Details'.

 

What are your shipping policies?
Online sales are only available for billing and shipping addresses in the US and Canada. Online orders are processed until 2pm (MT) and are shipped the same day Mon-Fri. Anything received after 2pm will be processed and shipped the following day. If you have an urgent need after this time please call customer service: 1(800) 483-3123. Most orders arrive 2-3 days after orders are placed, however you may select overnight shipment for an additional charge. Please note: Standard shipment to Canada can take up to 7 business days. Overnight shipping is not available to Canada. Service Agreements: shipping charges do not apply

 

Can I make a warranty claim through the Web Store? 
Any orders placed on this web site are treated as replacements and will be charged accordingly. If you believe you are covered under warranty and in need of replacement parts, please call Cochlear Customer Service at 1(800) 483-3123.

 

How do I track my order online? 
Once you are logged in to the site, go to Account Profile/ Track Orders to view your orders placed on the Webstore.

 

How do I Return or Exchange an Item? 
To initiate a request, please call 1 (800) 483-3123 for a Return Material Authorization (RMA) number.

 

What is your Return and Exchange Policy?
Unopened products can be returned or exchanged within 90 days of the shipment date at no charge. Open products cannot be returned or exchanged. All processor upgrades include a 90 day trial period.

 

What security measures do you take to protect my information?

Secure Socket Layer (SSL): The Cochlear Store 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.Password:Your password is protected and stored using an un-encrytable hashing algorithm.Payment Information: We do not store your payment information. Once submitted, your payment information is run immediately over SSL and never recorded.