The Otofonix Protection Plan is an additional service offered to customers that provides protection against accidental damage and defects for their hearing aid devices. The protection plan covers accidents such as getting the unit wet or damage caused by a pet, as well as manufacturer defects that may occur after the manufacturer's warranty has expired.

The protection plan also includes unlimited repairs for the duration of the plan, and customers can purchase the plan up to 45 days after the date of purchase of their hearing aid device.

We take pride in providing fast and efficient repair services for our products, with a 24-hour turnaround time. If we are unable to repair or troubleshoot an issue, and the unit is either under warranty or protected by our protection plan, we will replace the unit with a new one.

We offer customers a 45-day window after the purchase date to decide whether they want to purchase the protection plan, so they do not need to add it at the time of purchase. If a customer returns a unit within 45 days of purchase and has purchased a protection plan, they will receive a full refund on the protection plan amount as well.

However, if a customer crosses the 45-day mark, they cannot return the unit for a refund, and therefore, the protection plan cannot be returned either.

Our protection plan covers accidental damage, such as getting the unit wet or damage caused by a pet, such as a cat or dog chewing the unit. In such events, the customer must send the damaged unit back to receive a replacement. If a customer claims that the unit was damaged by a pet and there is nothing to send back, the protection plan will not cover the replacement. We may make an exception on a case-by-case basis, but our protection plan policy does not allow for a replacement if we cannot verify the damaged unit.

Customers who experience any issues with their unit can contact us for support. Our support team will try to troubleshoot the issue, and if it cannot be resolved, we will email the customer an RMA (return merchandise authorization form). Customers can then ship the unit back to us, and we will either repair the unit within 24 hours or provide them with a replacement.

Please fill out the form on the Become a Partner page, and a member of our Wholesale Team will contact you to set up your account.

In order to be approved as a wholesaler for our products, you must be a registered business with the ability to engage in resale. To determine eligibility, we offer an evaluation process where we assess whether the wholesaler can enhance the value of our brand and whether their target market aligns with our product offerings. If both criteria are met, the wholesaler will be granted approval.

Yes! Our wholesale partners benefit from comprehensive support, including training and marketing materials. After you place an order, we send you a variety of items, such as flyers, silicone ear displays with acrylic stands, dummy hearing aids, and empty product boxes, that can be showcased in your stores. Furthermore, we offer online training sessions via Zoom or phone calls, to educate your store sales personnel about our products' features, as well as to train your employees on how to address common customer queries.

There is no minimum quantity for wholesales to start with, however we recommend to order at least 2 of each of our models.

All of our hearing aid models are available for wholesale.

Yes! We offer discounts on bulk orders, which are based on the quantity ordered and any current promotions. Additionally, we provide incentive buys periodically throughout the year.

If customers purchase hearing aids from our wholesalers, they can rely on Otofonix for warranty and technical support. To initiate this process, customers must furnish proof of purchase. If they do not have it, they should contact the store where they made the purchase to obtain it. Phone support is available to customers regardless of the warranty status, and proof of purchase is not required for this service. However, proof of purchase is mandatory for repair or replacement requests. In case of a refund, customers must approach the store where they purchased the hearing aids.

To initiate the ordering process, registered wholesalers should email the purchase order to us. We will respond with an invoice that outlines the payment terms and once payment is received, we will ship the items listed on the purchase order.

We make every effort to ship orders as quickly as possible. If an order is placed before 3pm CST on a business day, we will ship it the same day, utilizing the fastest and most feasible shipping method available. We are also able to accommodate wholesalers who have accounts with shipping providers like USPS or FedEx and prefer to use their accounts for shipping. In the event that an order is received after 3pm CST, we will ship it the following business day. 

Please note that lead times for larger wholesale orders may vary. We will work closely with you to provide an accurate estimate of the lead time for your specific order.

We accept product returns from wholesalers within one year of purchase, subject to a 10% restocking fee. The wholesaler is responsible for the cost of return shipping. However, if the product is being returned due to a manufacturer defect, we will replace the unit without applying any restocking fee.

Because our Hearing Aids are so comfortable to wear, it is not uncommon for us to hear that it was accidentally worn into the shower or in the rain. Should this happen the devise is not necessarily damaged beyond repair. The following are helpful tips in case you should get your hearing aid wet. Remove the battery and leave the compartment door wide open Wipe the shell with a soft dry cloth Dry the hearing aid using a fan or hairdryer on the “cool” setting NOT “hot”. Place the unit in a sealed plastic baggie filled with uncooked rice Leave it overnight. The rice acts as a dehumidifier and soaks up the water. Insert a new battery.

If your hearing aid will not stay properly seated in your ear canal, the possible reason could be:

1) The hearing aid is not properly seated in your ear canal, or

2) The ear dome and/or sound tube is too small. 1)

In this “Getting Started” video we demonstrate how to properly ensure it does not fall off. (You can fast forward to 2:22 to see the demonstration).

Alternatively, how does the ear dome feel? It should feel like it fits like a glove, not too tight, not too loose. Adjust appropriately.  Too loose = bigger dome.

If you need a larger sound tube, the next largest size was included in the box. If you need a size not included in the kit, please call Otofonix Customer Support at (704) 380-0508 and we will promptly send you additional sizes.

Loud buzzing may occur when: 

The battery voltage gets low. You will hear a series of musical tones indicating that the battery is low. We have noticed a loud buzzing may occur even without hearing the low battery indicator tones. If you do not have a fresh battery available, try opening the battery compartment door for 10 seconds and then closing again (similar to rebooting a computer).

Turning the hearing aid off and then on again may solve the buzzing until the battery can be replaced.

Buzzing may also occur if the hearing aid gets wet. If the hearing aid gets submerged in water or excessive rainfall (or shower) it is not likely that it can be restored. Please call Customer Service at (704) 380-0508 for further assistance.