Providing the right information upfront helps us solve your issue faster and avoids back-and-forth delays.
For Order-Related Issues (Tracking, Shipping, Cancellations)
Please include:
Order number (from your confirmation email — format: #XXXXX)
Email address used to place the order
Description of the issue (e.g., "My order hasn't arrived and it's been 10 days")
For Returns and Exchanges
Please include:
Order number
Product name and model (e.g., iHear TReO, Matrix Model X)
Reason for return (e.g., doesn't fit comfortably, sound quality issue, changed my mind)
Whether you want a refund or exchange
For Technical Support / Troubleshooting
Please include:
Product name and model
Description of the problem (be as specific as possible — e.g., "Left hearing aid turns on but produces no sound")
Steps you've already tried (e.g., "I recharged it and tried a reset")
Your phone make and model (if the issue involves Bluetooth or app connectivity)
Photos or videos if the issue is visible (e.g., physical damage, charging indicator not working)
For Billing Issues
Please include:
Order number
Amount charged vs. amount expected
Screenshot of the charge if available
For Warranty Claims
Please include:
Order number and date of purchase
Description of the defect
Photos or video demonstrating the issue (very helpful for faster resolution)
General Tips
Send your email to Care@OTCHealthMart.com with a clear subject line (e.g., "Return Request — Order #12345").
The more detail you provide upfront, the faster we can help.
We respond within 1–2 business days.
We appreciate your patience and look forward to helping you.