Shipping and Delivery Policies

Shipping Policy: In-stock items will generally ship within 24-48 hours and may be tracked by looking at the order online. Items on Back-order will generally ship within 2-6 weeks, contact us for exact times. when your order ships you will receive an automatic system email advising you that the order is on the way to you.

Is it safe to receive a package from any area where COVID-19 has been reported?

Yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, traveled, and exposed to different conditions and temperature is also low.

Delivery Policy: All Deaf & Hear Alberta items are hand packaged and verified for delivery by Deaf & Hear Alberta staff in Calgary. If there are any items on back-order or not included with your shipment, this will be indicated on the shipping materials as well as in your account on the Deaf & Hear Alberta store. If your items are damaged in transit or if there is a problem with the product when it arrives, please contact Deaf & Hear Alberta immediately so that we can file appropriate documents with the shipping company for insurance purposes and work with you to get you the product you ordered in the condition you expect it in.

Return Policy

Item must be returned:




If the item is returned within 14 days of purchase, a full refund will be issued excluding any delivery charge(s), extra duties, shipping fees, and processing fee.

Exchanges will be accepted only if the item is faulty and returned within 30 days.

NOTE: To comply with good hygiene practice, Deaf & Hear Alberta does NOT accept returns of personal use items such as pillows, sleep masks, headphones/headsets, ear buds, any form of hearing protection or bed shakers.

– All products to be returned must be in good condition and in original packaging. Items may be returned for credit as outline below:

Phonak Restocking Fee Schedule:

1-30 days after 30 days trial period – 15% restocking fee

31-90 days after 30 days trial period - 25% restocking fee

91-365 days after 30 trial period – 50% restocking fee

An additional 5% Processing Fee may be applied if you paid for your Phonak items by Credit Card or Debit (please see below).

Credit Card and Debit Purchases:

Deaf & Hear Alberta is charged bank processing fees for both the initial purchase and for refunds. Therefore, a 5% Processing Fee is charged for all returned items purchased with a Credit Card or Debit Card.

Cash or Cheque Purchases:

All cash and cheque purchases are refunded by cheque. Refund cheques take approximately 10 business days for approval and processing.


To Return an Item: Please contact Deaf & Hear Alberta by email at or by phone 1-866-471-2805 ext. 215 for a Return Merchandise Authorization (RMA) number before sending or bringing the item back to us. The RMA number must be displayed on the returned product's packaging; returns will not be accepted without an RMA number.

Return Packages to:

Deaf & Hear Alberta

Equipment Department Returns - RMA#

63 Cornell Road, N.W.

Calgary, AB T2L 0L4