Frequently Asked Questions
The law doesn’t require it, but we think it’s a good idea. You can talk to your regular doctor or an audiologist to determine your actual hearing level. You might get an audiogram, and we can certainly use that to get you to the right hearing aid. However, you can also talk to one of our licensed dispensers or take our hearing questionnaire to narrow down your choices.
NOTE: The information presented on this website and in literature created by Hearing Help Express is not intended to be medical advice and should not be relied upon as such. Federal law allows anyone 18 years old and older to obtain a hearing aid without consulting a medical doctor, by signing a standard “medical waiver” designed by the FDA.
This is a common misconception. In fact, we sell the same hearing aids through the mail that we sell directly to audiologists. You can pay them for their time (insurance, rent, payroll, etc.) or you can order the same devices directly from us. That’s been our business model for nearly 40 years.
You can’t beat our value, but they are not free. We do offer a free, 45-day trial, which means you get more than a month to test any of our hearing aids to make sure they’re the right fit for you.
We call it a “zero-risk” trial, because if you do send them back within 45 days, we don’t charge you a thing. On the other hand, we’re pretty confident that if you follow our recommendations, you’ll be satisfied with your new hearing aids.
We’re working on that. In the past, if you didn’t subscribe to certain publications, there’s a chance we might have stayed off your radar. Many folks don’t really pay attention to ads for hearing aids until they’re in need of one, either. Meanwhile, we’ve been saving people tons of money on top-quality hearing aids. (More than 750,000 customers since 1979.) Hopefully, you’ll be hearing more about us now.
Our headquarters is located in Northern Illinois – the heart of the Midwest. All of our customer service representatives, management, and shipping operations are here.
Also, we don’t have a long, obnoxious phone menu to navigate. When you call, you should get right through to a live person who can address your needs, or transfer you to someone who can.
Whether ordering a product or calling for support, you have a team of hearing health experts looking forward to helping you to improve your hearing.
Most of the time, insurance policies and Medicare do not cover the cost of hearing aids, nor do they reimburse for them. Most Americans pay out of pocket for hearing aids.
If your insurance policy does cover hearing aids, we can work with you. Contact your insurance company first and make sure that they would accept an out-of-network claim. Then, we can provide the appropriate paperwork that your insurance company may require to reimburse you for the purchase. Click here for more information on insurance claims.
ITE = in-the-ear. This means that the entire device fits in your ear – no tubes or external parts.
BTE = behind-the-ear. This means that the electronic part sits behind your ear, with a clear tube extended over the top, and into the ear canal.
There’s yet another type of hearing aid called “receiver in canal” (RIC) but it’s still a BTE device. In a RIC, the tubing also contains a wire which powers the receiver in the tip.
Since 1979, we’ve sold directly to our customers, avoiding the middleman. Selling directly by mail keeps our costs low, so we can charge less for top-quality devices. And now, we are a wholly-owned subsidiary of medical device manufacturer, Intricon, Inc. (IIN), the best of the best.
100% real, and on file at our headquarters. We ask all of our customers to provide feedback to make sure we’re best meeting their needs. It’s no coincidence that we have thousands on file, with approvals to publish them. We look forward to hearing your feedback, too!
You can return a hearing aid in original condition within your 45-day home trial period for a full refund of your purchase price. Batteries and accessories can also be returned in original condition within 30 days.
To return products:
1. Call 1-800-221-2099 for a return authorization number (RMA). We’d appreciate an opportunity to either fix an issue or suggest a different product.
2. Pack your hearing aid securely in a sturdy box along with a note that clearly states: your name, complete address, what you are returning (so we know what should be in the box), your RMA, and the reason for returning it.
3. Send returns to:
Hearing Help Express, Return Department
1714 Sycamore Road, PO Box 586
DeKalb, IL 60115-0586
NOTE: DO NOT MAIL HEARING AIDS IN AN ENVELOPE! You are responsible for the safe return of items you are returning. For your protection, we recommend shipment with some type of insured mail.
We offer a few options:
Free shipping (5-10 business days)
Priority (2-5 business days)
Express (1-3 business days)
We also offer international shipping – please contact us for terms.
We offer some payment flexibility:
- Pay for your hearing aid(s) in full, up front, and get an additional discount.
- Pay 1/4 of the total cost for the hearing aid(s) up front, then pay the rest in 3 monthly installments. (For example, a $499 hearing aid would be $124.75 a month for four months.)
- You can also call us to arrange special payment terms.
NOTE: items other than hearing aids (batteries, cleaning kits, etc.) are paid in full when ordered.
Protecting the safety of your personal information is important to us. We use a variety of technical, administrative and physical safeguards so that you can enjoy your shopping experience without having to worry about the loss of, misuse of, or unauthorized access to your information.
Information we collect and how it is used
We collect information when you communicate with us and when you use our products, services and sites. This includes information you provide such as name and contact information, images, voice recordings, reason for contacting us, driver’s license number, Social Security Number and payment information.
We use the information we collect to deliver and maintain products and services; to establish, monitor and maintain your account and billing records; measure credit and payment risk; provide account-related services; help you with service-related issues or questions; help us improve and personalize our services; research and develop new products and services; authenticate you; determine your eligibility for new products and services, and deliver marketing offers to you.
Information we collect may be aggregated or otherwise de-identified for business and marketing uses by us or by third parties. For example, aggregate or de-identified data may be used to improve our services, measure and analyze the use of services, and to help make services and advertising more relevant to you.
When you contact us or we contact you, we may monitor or record that communication or keep a record of the transaction to help us train employees or other support resources or systems and to better serve you. When you communicate with us, we may use artificial intelligence guided by humans, such as chat bots, to respond to your inquiry. If you communicate with us through third-party services like Facebook Messenger or Twitter Direct Message, your communications are also governed by these companies’ privacy policies.
When you establish an online account or register on our sites or apps, we may collect information about your user identification, password, and secret questions and answers. We use this information to authenticate you when you sign in.
Information provided to us by third parties
When you purchase products or apply for service with us, we may obtain credit information about you from outside credit reporting agencies to help us with customer authentication and credit-related decisions.
Hearing Help Express obtains information from outside companies including demographic and interest data (such as gender, age range, education level, sports enthusiast, or frequent diner), as well as information such as device type, city, and state. We use this data and combine it with other information we have about you to help make marketing offers more relevant to you, and to help us better analyze customer information for business modeling purposes.
We also obtain contact information and other marketing lead information from third parties, website “refer-a-friend” options or social media platforms and may combine it with information we have to contact you or direct Hearing Help Express marketing offers to you.
Information collected on Hearing Help Express websites and apps
When you use our websites and apps, information is collected about your device and your visit including browsing, searching, and buying activity as you interact with our sites and apps; IP address; mobile telephone, device numbers and identifiers; account information; web addresses of the sites you come from and go to next; and information about your connection, including your device’s browser, operating system, platform type and Internet connection speed. We use this information for operational, performance measurement and other business purposes; and to help us deliver more relevant marketing messages on our websites. This information is also used to tailor the content you see, manage the frequency with which you see an advertisement, tailor advertisements to better match your interests and understand the effectiveness of our advertising. We also may use this information to assess the effectiveness of our sites and to help you should you request help with navigation problems on our sites.
Information you provide
When you contact us for information, we may use the information you supply to provide you with information about Hearing Help Express services, programs and offerings. Certain promotions may require that we disclose information such as contest winners or provide information for prize fulfillment, and as required by law or permitted by the promotion’s official rules.
We also collect information from you when you participate in surveys or provide other feedback to us regarding our products or services, or when you register to receive news or public policy updates. We use this information only for the purpose for which you provide it.
Hearing Help Express may send you emails about your account or about products, services, and promotions that may be of interest to you. We may collect information when you open these emails or click on links within the emails. This information is used to personalize the content of the emails themselves and make future communications and marketing more interesting to you. Please note that Hearing Help Express will not ask you to send sensitive personal or account information via email.
Information we share
Information shared with third parties:
Hearing Help Express uses vendors and partners for a variety of business purposes such as to help us offer, provide, repair, restore and bill for services we provide. We share information with those vendors and partners when it is necessary for them to perform work on our behalf. For example, we may provide your credit card information and billing address to our payment processing company solely for the purpose of processing payment for a transaction you have requested. We require that these vendors and partners protect the customer information we provide to them and limit their use of data to the purposes for which it was provided. We do not permit these types of vendors and partners to use this information for their own marketing purposes.
As described in more detail in other sections of this policy, Hearing Help Express also may share certain information with outside companies, for example, to assist with the delivery of advertising campaigns, or preparing and sharing aggregate reports. This information does not identify Hearing Help Express customers individually.
We may disclose information that individually identifies our customers in certain circumstances, such as:
- to comply with valid legal process including subpoenas, court orders or search warrants, and as otherwise authorized by law; in cases involving danger of death or serious physical injury to any person or other emergencies;
- to protect our rights or property, or the safety of our customers or employees;
- to advance or defend against complaints or legal claims in court, administrative proceedings and elsewhere;
- to credit bureaus or collection agencies to determine credit risk, for reporting purposes or to obtain payment for products and services;
- to a third-party that you have authorized to verify your account information;
- when you have authorized others to authenticate you or verify your account information;
- to outside auditors and regulators; or
- with your consent.
If Hearing Help Express enters into a merger, acquisition or sale of all or a portion of its assets or business, customer information will also be transferred as part of or in connection with the transaction.
Federal “Do Not Call” laws allow you to place your phone numbers on the National Do Not Call Registry to prohibit many telemarketing calls to those numbers. To add your numbers to this list, please call 1-888-382-1222 or visit the National Do Not Call Registry.
Marketing e-mail, text messages, postal mail and door-to-door calls
Marketing emails you receive from Hearing Help Express include an unsubscribe instruction (usually found at the bottom of the email) that you may use to opt out of receiving future marketing-related emails.
You may opt out of receiving marketing-related postal mailings or prevent door-to-door marketing solicitations from Hearing Help Express by calling 1-800-221-2099. You may opt out of receiving marketing-related postal mailing or prevent text message marketing by calling 1-800-221-2099. Please note that Hearing Help Express may use bulk mail service for some marketing mailings. These services deliver offers to all homes in a neighborhood or zip code. This type of mailing will continue even if you opt out of receiving marketing-related postal mailings.
Information used for online advertising
You have choices about whether certain information collected on websites, including Hearing Help Express, is used to customize advertising based on predictions generated from your visits over time and across different websites and apps. You may visit Digital Advertising Alliance’s Consumer Choices to learn more or to limit the collection of information by these parties. Similarly, many mobile devices offer controls you can set to limit the advertising use of information collected across mobile apps on your device.
Please note that many opt outs use browser cookies or device controls and are specific to the device and browser you are using. If you buy a new computer, change web browsers or devices or delete the cookies on your computer, you may need to opt out again. In addition, ads you receive may still be tailored using other techniques such as publisher, device or browser-enabled targeting. You should check the privacy policies of the products, sites, apps and services you use to learn more about any such techniques and your options.
You also can limit the collection of certain website information by deleting or disabling cookies. Most computers’ Internet browsers enable you to erase stored cookies, block all cookies, or receive a warning before a cookie is stored. Disabling cookies may prevent you from using specific features on our sites and other websites, such as ordering products or services and maintaining an online account.
Working together to keep children safe.
This site and the products we sell are not directed towards children. We do not knowingly collect any personal information from children under 18 years of age.
Information security and data retention
Hearing Help Express has technical, administrative and physical safeguards in place to help protect against unauthorized access to, use or disclosure of customer information we collect or store. Employees are trained on the importance of protecting privacy and on the proper access to, use, and disclosure of customer information. Under our practices and policies, access to sensitive personally identifiable information is authorized only for those who have a business need for such access. Personally-identifiable and other sensitive records are retained only as long as reasonably necessary for business, accounting, tax or legal purposes.
If you become aware of a security issue, please contact Hearing Help Express. We will work with you to address any problems.
Accessing and updating your information
We strive to keep our customer records as accurate as possible. You may correct or update your customer information by calling Hearing Help Express at 1-800-221-2099 or by accessing your account online and providing the updated information there.
Information sharing: Blogs and social networking
Some Hearing Help Express websites, apps and services may allow you to participate in blog discussions and other forms of social networking and to post reviews. These forums are accessible to others and information you post can be read, collected, shared, or otherwise used by anyone who accesses the forum. If you post content to information sharing forums, including any information about the movies you rent or view, you are doing so by choice and you are providing consent to the disclosure of this information.
By using this Site and doing business with Hearing Help Express, you consent to
the collection and use of your personal information as described herein. We reserve
the right to change, modify or amend this policy from time to time. If our privacy
policy changes, we will notify you by publishing the new policy on our Site together
with its effective date. Once effective, the new policy will apply to all personal
information we currently hold, whether collected before or after the new policy’s
effective date. Your continued use of this web site after any changes have been
posted indicates your agreement to the revised terms. We encourage you to periodically
Any customer service representative can answer questions about any of the policies
listed on this Site. You can also direct questions to:
Privacy Officer, 1714 Sycamore Road, PO Box 586, DeKalb, IL 60115-0586