Frequently asked questions

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. 


1 (800) 483-3123 


 Click here to chat

(Mon-Fri, 9am-4pm MT) 



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? 

Use the steps below to reset your password from your desktop, laptop, tablet or mobile 


1.      Go to Login page. 

2.      Click on the Forgot password hyperlink below Password. 

3.      Follow the onscreen instruction, enter your email and click Send.  

4.      Wait for a system-generated email before logging in with your new password. 


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 (MST) and are typically shipped the same day Mon-Fri. Anything received after 2pm will typically be processed and shipped the following day. If you have an urgent need after 2pm please call customer service: 1(800) 483-3123.

Please note: some orders may require a longer processing time and processing time may be impacted by a high volume of orders.

Most orders arrive 2-3 days after orders are placed, however you may select overnight shipment for an additional charge. Standard shipment to Canada can take up to 7 business days. Overnight shipping is not available to Canada. All delivery dates we quote or provide are estimates only.


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? 

After logging in to Cochlear Store, go to My profile and click on the My orders tab to view your orders placed via Cochlear Store. 


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. Opened components can be exchanged within 90 days of ship date. Opened Accessories cannot be exchanged (exception: Snugfit and ear hooks can be exchanged for a different size). 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 unencryptable hashing algorithm. 


Payment Information: We do not store your payment information. Once submitted, your payment information is run immediately over SSL and never recorded.