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Thank you for supporting our Non-Profit Charitable Organization! All funds are re-invested back into our programs and services.
Thank you for supporting our Non-Profit Charitable Organization! All funds are re-invested back into our programs and services.

Shipping & Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

We do not cover the costs associated with returning or exchanging items.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at equipment@deafandhearalberta.ca or by phone at 1-866-471-2805 ext. 215 for a Return Merchandise Authorization (RMA) number. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting an RMA return will NOT be accepted.

You can always contact us for any return question at equipment@deafandhearalberta.ca or phone 1-866-471-2805 ext. 215.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned to comply with good hygiene practices.  Deaf & Hear Alberta does NOT accept returns of personal use items such as pillow speakers, headphones/headsets, earbuds, protective or foam covers, any form of hearing protection, or bed shakers. Please get in touch if you have questions or concerns about a specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

PHONAK Items Only – All products to be returned must be in good condition and in original packaging. Phoank Roger items may be returned for credit as outlined below:

Phonak Restocking Fee Schedule:
1-30 days  – 15% restocking fee
31-90 days – 25% restocking fee
91-365 days  50% restocking fee

Shipping

All orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

Occasionally our shipping providers experience delays due to a high volume of shipments or problems outside of our control such as weather delays.  We will do our best to keep you updated however your best resource is to refer to the tracking information we have provided you. 

Domestic Shipping Rates and Estimates

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.  

In-store pickup

You can skip the shipping fees with free local pickup at 63 Cornell Road NW, Calgary, Alberta. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1-3 business days. We will send you an email when your order is ready along with instructions. 

Our in-store pickup hours are 9 am to 3 pm Tuesday to Thursday. Please have your order confirmation email with you when you come.

International Shipping

We do NOT offer international shipping at this time.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 12 days of receiving your shipping confirmation email, please contact us at equipment@deafandhearalberta.ca with your name and order number, and we will look into it for you.

Shipping to P.O. boxes

Please choose Canada Post for shipment to PO boxes.  Courier companies do not deliver to PO boxes.