Starting a return or exchange is simple. Here's exactly how to do it.
Step 1: Make Sure You're Within the Return Window
Returns are accepted within 30 days of delivery. Check your shipping confirmation email to confirm your delivery date.
If you're outside 30 days but believe you have a warranty issue, see our Warranty Information article instead.
Step 2: Email Us to Start Your Return
Send an email to Care@OTCHealthMart.com with the following information:
Subject line: Return Request — [Your Order Number]
Your name and the email address used to place the order
Order number (found in your order confirmation email)
Which product you're returning (iHear TReO, Matrix model, etc.)
Reason for return (this helps us improve and offer solutions if applicable)
Whether you want a refund or an exchange
Step 3: Receive Your Return Instructions
We'll reply within 1–2 business days with:
The return shipping address
Instructions for packaging your return
A return authorization number (write this on the outside of your package)
We recommend using a trackable shipping method for your return. OTCHealthMart.com is not responsible for returns lost in transit.
Step 4: Ship Your Package
Pack your hearing aids securely, including all accessories.
Ship to the address provided in your return instructions.
Email us the tracking number once shipped so we can monitor arrival.
Step 5: Refund or Exchange Processing
Refunds are processed within 5–7 business days of receiving your return.
Exchanges are shipped as soon as possible after we receive your original item (typically within 2–3 business days).
Questions at any step? Reply to your support email thread or contact Care@OTCHealthMart.com.