FREQUENTLY Asked Questions
Who are your Partner Clinics?
The Hearing Care Shop is proud to offer our customers the full support of our network of over 200 professional audiology Partner Clinics, in locations across Australia.
At our Partner Clinics, you’ll find accredited, experienced audiologists and audiometrists, who can provide you with expert advice, face-to-face support and a wide range of professional hearing services.
Are all your Partner Clinics accredited?
Yes. In order to join our network, Partner Clinics and their clinicians must be fully accredited to provide services under the government Office of Hearing Services (OHS) program, with membership to Audiology Australia, the Australian College of Audiology and/or the Hearing Aid Audiometrist Society of Australia.
Why are you cheaper?
As The Hearing Care Shop is an online business, our overheads are lower than clinics – which means we can pass those savings on to our customers. Plus, because we are a nationwide provider, we’re able to sell more products, allowing us to negotiate greater discounts with manufacturers.
What’s more, when you purchase a hearing aid from a clinic, you’ll find the cost of additional appointments for either 6 or 12 months is included in your hearing aid price. As this cost is averaged out, you may end up paying for services you don’t need!
With THCS, you have three appointments included in the price of your hearing aids. After that, your appointments are charged by the Partner Clinic, based on your appointment type – so you only pay for the services you use. The cost of appointments can range from $40 to $125, and our experience has shown that hearing aid users generally only require 1-2 appointments per year.
Are the ‘crossed out’ retail prices on your website real?
Yes! The crossed out price displayed next to our online price shows you what you are likely to pay for the same product at a clinic. We have not inflated the crossed out prices, nor made them up. In fact, there are times when these crossed out prices are still lower than the price some of our clients have been quoted.
Where do you get your retail pricing from?
Our staff members have extensive experience working in the audiology industry. We have knowledge about the pricing set at by retail clinics. Of course, the pricing will differ from clinic to clinic, but our prices reflect what we know certain clinics charge.
Are there any hidden costs?
No. The price you see on our website is the price you pay when you make your payment online. For hearing aids, the price includes three appointments and a number of additional products and services. For a list of these, visit the Get Started page.
Do I have to pay for my appointments?
For hearing tests: If you do not have a government-issued Pension or Veteran card, there is a charge for the comprehensive hearing test (45-60 min). The cost is stipulated by the Partner Clinic and paid directly to them. When you make an enquiry with us about a hearing test booking, we will advise you of this cost.
For hearing aid purchases: There is no cost for your first three appointments (fitting and two follow ups), as this is included in the purchase price of your hearing aids.
Additional appointments after the initial three are charged by the Partner Clinic directly and the price is dependent on your appointment type. The cost of appointments can range from $40 to $125, and our experience has shown that hearing aid users generally only require 1-2 appointments per year.
ONGOING SUPPORT & AFTERCARE
What ongoing support is available for my hearing aid purchase?
When you purchase a hearing aid from The Hearing Care Shop, we will connect you with one of our local audiology Partner Clinics, where you’ll be taken care of by a qualified hearing professional.
Your clinician will get to know you and your unique hearing situation, program and fit your hearing aid, and provide ongoing aftercare and support. You are fully supported with your online purchase!
Why do you not offer FREE in-clinic Hearing Test?
Many clinics offer ‘free hearing test’ but majority of these are either a ‘screening (tests only a few frequencies and decibels) or come with strings attached, including not getting a copy of your report.
At The Hearing Care Shop we like to be upfront with our customers. We refer you to your closest Partner Clinic for a paid hearing assessment, which includes a consultation and a copy of your report. You are then free to progress to the next step as you wish and in your own time.
FREE ONLINE HEARING TEST
Our online hearing test is free to take and only takes 7 minutes. Using headphones or ear buds, our online test can accurately test your hearing in a similar format as an in-clinic assessment.
PAYMENT & SECURITY
What payment methods do you accept?
We accept the following payment methods, via the secure online payment provider, eWAY:
- Visa, MasterCard
- Debit Card
- Direct Bank Transfer
How can I be sure my payment will be processed securely?
At The Hearing Care Shop, the security of your online purchase is a top priority. All online payments are processed through the secure payment gateway, eWAY – one of the most trusted payment gateways on the internet – and none of your payment details are ever stored with us.
How do I know the details I enter on your website are secure?
The Hearing Care Shop website has an SSL Certificate implemented by GeoTrust®*. When on the payment page, a locked padlock icon will appear next to the website url in the bar above. This means the details you submit on the form is fully encrypted and the information sent from your web browser to our server is always secure.
*GeoTrust® is the world’s second largest digital certificate provider, trusted by more than 100,000 customers in over 150 countries to enable secure online transactions and conduct business over the Internet.
What currency are your prices in?
All prices shown are in Australian Dollars.
Why are some products listed as ‘including taxes’?
Hearing aids and most hearing aid consumables are classified as exempt from GST. Where GST is applied to an item, it is shown in the stated price.
REBATES & SUBSIDIES
Are there any rebates available to me?
You may be eligible for a rebate for your hearing aid, assistive devices, and audiology consultations, from the following organisations:
- Private health insurance
- Australian Government Hearing Services Program for Pensioners & Veterans provided by the Office of Hearing Services (OHS)
All our Partner Clinics are fully accredited with the Office of Hearing Services and Medicare.
Can I receive a subsidy if I hold an Australian Pension or Veteran’s (DVA) card?
YES, The Hearing Care Shop has a network of Partner Clinics that are accredited by the Australian Government to provide Pensioners and Veterans with:
- A FREE hearing test, assessment and consultation
- A range of FREE or subsidised hearing aids
- FREE hearing aid fitting and ongoing aftercare appointments
- A range of FREE assistive listening devices, such as TV headphones
- Subsidised annual battery and maintenance service
Conditions apply under the Australian Government Hearing Services Program.
If you would like to check your eligibility for the OHS program, visit the Pensioners and Veterans webpage.
What is the cost of shipping?
When you make a purchase from The Hearing Care Shop, shipping is FREE on all orders – no matter what products you purchase or the size of your order.
Why can’t my hearing aid be delivered directly to my address?
To ensure the best results from your hearing aid, it’s important the device is fitted by a certified hearing care professional. This means we are unable to deliver hearing aids directly to your personal or business address.
Only hearing aids in our Tele-Health Home Fitting range can be delivered directly to you – either at home or work.
How will my products be delivered?
All products are delivered via Australia Post and will ship within 2 business days of your order being received.
Where do you deliver to?
We deliver to all states and territories across Australia. We are unable to ship to international destinations.
When will I receive my items?
Items posted via Regular Mail at Australia Post are typically received within 3 to 7 days from the dispatch date, depending on your location.
Items posted via Parcel Post (for high valued or large items) at Australia Post are typically received within 2 to 5 days from the dispatch date, depending on your location.
RETURNS AND REFUNDS
Can I return or replace an item?
The Hearing Care Shop offers refunds on certain products. If you are not fully satisfied with your purchase of a hearing aid or hearing aid accessory (remote control or streamer), please return your product to The Hearing Care Shop or to one of our Partner Clinics within 30 days from the date of purchase to be eligible for a refund* (please note, a $50 handling fee applies).
Consumable items (domes, cleaning tools, batteries) for hearing aids, headphones and streamers can only be exchanged if you purchased the incorrect product**.
*Product and packaging must be free of damage and show no signs of wear. All original parts, accessories and one year’s supply of consumables must be included with the hearing aid/accessories when returned to us.
**Packaging must remain unopened and undamaged for these items.
Who pays for postage if I return a product?
Return postage for all items returned to The Hearing Care shop for a refund or replacement must be arranged and paid for by you.
What is the warranty cover?
All hearing aids come with a standard 3-year manufacturer warranty for defects, while remotes and streamers come with a 1-year manufacturer warranty for defects. Simply return the defective device to your Partner Clinic and they will send it to the manufacturer for repair.
Should I insure my hearing aids?
YES! As hearing aids are expensive (and very small), we highly recommend you protect your investment by adding your hearing aid to your home content insurance policy. Speak with your provider about their terms and conditions.
What about insurance if I travel?
If you are travelling either domestically or internationally, you should consider getting your hearing aid added to your travel policy. This is because your home content policy may not cover hearing aid loss while travelling. Speak with your provider about adding your device to your travel policy.
What is the manufacturer’s insurance for loss or damage?
If you lose or damage your hearing aids within the first year of purchase, you may be able to apply for manufacturer’s insurance (not available for all models). The manufacturer will replace the hearing aid with the same product, on one occasion only.
Insurance will only apply if:
- no other insurance was taken out on the hearing aid (home content or travel)
- it is still within one year from the date of purchase
- the hearing aid was purchased in Australia
- the hearing aid was lost or damaged within Australia
Please note, a statutory declaration must be completed and the manufacturer’s decision is final. If your claim is accepted, an excess will apply per hearing aid (differs for each manufacturer), in addition to a programming and fitting appointment charge by the Partner Clinic. Manufacturer excess ranges from $500 to $700 PER aid.
CONTACT US & LOCATION
How do I contact The Hearing Care Shop?
You can get in touch with The Hearing Care Shop via phone on 1300 919 664 or by completing the website contact us form (due to spam emails, our email address is not shown on our website).
Where is The Hearing Care Shop located?
The Hearing Care Shop is an online business. We operate by referring you to your local audiology clinic in our network of 200 Partner Clinics located throughout Australia.