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About ELEHEAR
Do you have an offiline store?
ELEHEAR is primarily an online hearing aids company. We are currently preparing our offline stores in the United States; for now we only operate through our official website at elehear.com and you can place orders through our online store.
Where are your locations?
ELEHEAR is an online hearing aids company and we have teams based in China, United States (US) and the Philippines. We are currently preparing our offline stores in the US; for now we only operate through our official website at elehear.com and you can place orders through our online store.
Where is ELEHEAR products being manufactured?
Our products are manufactured in China with our support team based primarily in the United States and another in the Philippines.
Where can I find reviews for ELEHEAR products?
You can learn more about ELEHEAR products from our users' experience on our website, as well as on Facebook Group at this link in the community sharing.
What are the ways to contact the ELEHEAR Customer Support team?
You can get in touch with our Customer Support team either through the web form at this link, the ELEHEAR App or email (for pre-sales enquiry at contact@elehear.com, or after-sales matters at support@elehear.com). You can also call the Customer Hotline at 888-669-1099 during our operation hours between 8am to 4pm (CST), available on Monday to Friday.
How is ELEHEAR hearing aids affordable?
We have our own manufacturing facility, which enables us a better cost control and set high-quality hearing aids comparable to costly, traditional ones (but for thousands less in terms of the cost).
Where is ELEHEAR headquartered?
ELEHEAR has two headquarters - one in Shenzhen, China and another in Minneapolis, United States with main offices around North America.
The China HQ primarily focused on production and R&D, while the United States HQ for sales and support operations.
What are the ways to contact the ELEHEAR Customer Support team?
You can get in touch with our Customer Support team for pre-sales enquiry at contact@elehear.com, or after-sales matters at support@elehear.com. You can also call the Customer Hotline at 888-669-1099 during our operation hours between 8am to 4pm (CST), available on Monday to Friday.
What is AI VocClear technology?
ELEHEAR VocClear AI technology is a synergistic system composed of six integral components that collaborate to enhance speech comprehension and minimize listening effort. These groundbreaking innovations include AI Feedback Control, Directionality, Directionality Enhancer, AI Noise Reduction, Speech Enhancer and Amplification. These six modules work together to make it easier for users to comprehend speech in noisy environments, thereby reducing the effort required for listening and enhancing overall communication.
What is ELEHEAR AUD Care Pack (formerly Audiologist Care Support)?
Getting hearing aids is not a once-and-for-all solution. Complementary services are equally important to make sure your hearing aids are perfectly tailored to your own lifestyle and preferences. That is where our AUD Care Pack comes into play, serving you every step of the way from audiologist consultation to remote adjustments and technical support, all of which can be done digitally with no office visits required.
Why is ELEHEAR hearing aids more affordable than other hearing aids from a hearing health professional?
ELEHEAR hearing aids are more affordable than many traditional hearing aids because they are sold over-the-counter (OTC). This means they bypass the need for a hearing care professional involvement in the fitting and tuning process, which can often add significant costs. Additionally, ELEHEAR leverages advanced AI technology to provide high-quality sound amplification, which can be more cost-effective than traditional methods. However, it is important to note that while OTC hearing aids can be a great solution for many, they may not be suitable for everyone, especially those with severe or complex hearing loss.
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Product & Features
Does the Alpha Pro allow phone calls on the hearing aids?
Yes, you can make phone calls with our Alpha Pro. Do ensure that your phone has Bluetooth version 5.3 or below (Bluetooth 5.3 is backward-compatible with lower Bluetooth versions). However, successful connectivity also depends on specific circumstances and device compatibility.
Does the Alpha series hearing aids come in different/other colors?
Currently, our Alpha series is only available in Dark Grey. We have more color options in the planning so stay tuned! Subscribe to our newsletter to receive the latest information about ELEHEAR.
Is the Alpha series available with different tube sizes?
Our Alpha series are OTC RIC hearing aids. We provide a standard receiver with wire and the receiver is non-replacement. The length of the wire is similar to the 2B wires used in BTE hearing aids. However, for special request on the tube sizes, kindly contact our Customer Support team at contact@elehear.com and it shall be considered on a case-by-case basis on reasonable terms.
Can the Alpha series be used for severe level hearing loss?
The Alpha series are OTC hearing aids designed to suit mild to moderate hearing loss.
What is the max dB output for the Alpha series?
The max dB output is ≤ 112dB + 3dB for the Alpha series.
How big is the Alpha series hearing aid?
The size of the Alpha series hearing aid is 15mm in length, 8mm in width, and 33mm in height.
What is the dimension of Alpha and Alpha Pro hearing aid?
The dimensions for both Alpha and Alpha Pro hearing aids are 15mm in length, 8mm in width, and 33mm in height.
How different is the Alpha series compared to other brands?
The Alpha series incorporates advanced AI technology to enhance speech understanding. Additionally, its design is incredibly sleek and discreet. The charging case doubles as a power bank, providing up to seven additional charges to the hearing aids.
Is it possible to adjust the dB levels at different frequencies, and independently on each side?
You can adjust the preferences in different preset scene parameters through the ELEHEAR App, for both or independently on each of the hearing aid.
Does the Alpha series offer tinnitus sound masking?
The Alpha series do not specifically offer a tinnitus sound masking feature. However, they do incorporate advanced AI technology for noise reduction, which can help to minimize background noise and enhance speech understanding.
Is the Alpha series water resistant or waterproof?
The Alpha series offer a certain level of water resistance similar to IPX5. This means that they can withstand light splashes of water or sweat during everyday use. However, do note that they are not recommended for use in water or in situations with strong water flow.
Are the Alpha series amplifiers or hearing aids?
The Alpha series are OTC hearing aids that incorporate advanced AI technology to enhance speech understanding, designed to suit mild to moderate hearing loss.
Do the Alpha series have directional hearing?
Yes, the Alpha series have directional hearing.
Do I need to take a hearing test in order to set up the hearing aids to my hearing condition?
It is not compulsory to take a hearing test in order to set up the hearing aids. However, it is recommended that you take the online hearing test as our audiologist will give you a call to provide guidance on how to use the hearing aid and share important instructions with you. They will use that result to ensure that you have the necessary support and information for optimal usage of the device.
Do you offer In-The-Ear (ITE) hearing aids?
Currently, our Alpha series is only available in Receiver-In-Canal (RIC) hearing aids.
Do I need a smartphone or cell phone to use Alpha series hearing aids?
For the ELEHEAR Alpha, you do not need to connect with any phones to use. For the ELEHEAR Alpha Pro, you can connect the hearing aids to your phone if you want to use the Bluetooth feature. Otherwise, you can use the hearing aids without connecting to the phone too.
Can you tell me more about the noise cancellation / reduction feature on your hearing aids?
Our noise cancellation / reduction program is based on a "Hybrid" algorithm, which contains an artificial neural network and a noise suppressor. The neural network extracts some meta information from captured signals and the noise suppressor reduces the level of noise, while protecting speech by using meta-information. Our noise suppression has seven levels, with the noise reduction level between 6dB to 20dB.
How long can the hearing aids last?
Our hearing aids can last about 5 years on average. However, it can perform even longer with proper care and maintenance - that is to store, clean, and care for your hearing aids properly. Regular cleaning goes a very long way.
What are included with my hearing aids purchase?
When you purchase hearing aids from ELEHEAR, you will receive: a Pair of Hearing Aids, a Charging Case, Ear Caps (Small, Medium, Large), a USB-A to USB-C Cable, a Multi-function Tool Pen, and a Wax Cap Tool.
What is the battery usage performance for the Alpha series?
The Alpha series is a rechargeable series with each charge supporting up to 20 hours of battery performance, and the charging case provides seven additional charges to the hearing aids. Typically, the full charge provides about 20 hours of usage time with a 1.5-hour charge. Note that Bluetooth usage will drain the battery more quickly.
What sizes of ear domes do you have?
We offer ear domes in three different sizes - Small, Medium, and Large.
Are the hearing aids accessories available for purchase?
Yes, you can purchase the accessories separately on our website at https://elehear.com/collections/accessories.
Do I need a dry box for my hearing aids?
The dry box is a great investment for your hearing aids as it keeps your hearing aids free from moisture and condensation, extending their lifespan and keeping them sounding at their best.
Can you wear hearing aids if you wear glasses?
Yes, you can use our hearing aids while wearing glasses. We designed our hearing aids with comfort and adaptability in mind, aiming to minimize any interference between the hearing aids and glasses. The hearing aids should fit snugly and comfortably.
How should hearing aids fit and how to know if your hearing aids do not fit properly?
Hearing aids are designed to fit snugly in your ear and they should feel comfortable and secure, allowing you to wear them throughout the day without discomfort or irritation. Watch out for these signs as they will tell you that your hearing aids do not fit properly:
- Pain or discomfort
- A sore spot
- Buzzing or whistling
- Problems with sound or volume
- Earwax buildup
- Devices do not stay in place
Will hearing aids restore my hearing to normal?
Hearing aids do NOT restore normal hearing, unlike eyeglasses or contact lenses which can restore 20/20 vision. Hearing aids improve your hearing by amplifying all sounds, including soft sounds and background noise.
Do I need to wear two hearing aids?
You should use two hearing aids if you have hearing loss in both ears. It is also recommended for users to put on two aids as it reports a higher level of satisfaction than those who put on a single hearing aid.
Is OTC hearing aids the same as amplifiers?
The two are not the same - OTC hearing aids are like hearing amplifiers which they will not require a prescription. However, unlike amplifiers, OTC hearing aids are designed to correct hearing loss where it identifies the specific sounds you have trouble hearing, and the ELEHEAR Alpha series are OTC hearing aids designed to suit mild to moderate hearing loss.
How do I put on and remove the hearing aids?
The most important thing is to make sure your hands are clean and dry to avoid transferring any dirt or moisture
to the hearing aid. We would highly recommend users to put on or remove the hearing aids while they are on a sofa
or bed to prevent the hearing aids dropping on the ground, causing damages.
To wear the hearing aids, place the hearing aid body over the top of your ear. Then, pull down and back on your
earlobe to ease insertion. Hold the receiver wire near the dome and gently push the dome into your ear canal. When
inserted properly, the dome should not be visible in your canal. Use your pinky to ease insertion.
To take off the hearing aid, remove the dome first using the receiver wire. Then, gently remove the body from
behind your ear. Try to minimize pulling on the wire as much as possible.
You may refer to the how-to video
https://www.youtube.com/watch?v=rMGxnGX2U6A&list=PL8PwP40WDoPyCf4EJxMr5yPDRQKa-ppdr&index=5
regarding the wearing of the hearing aids.
What is the purpose of the ear dome?
The purpose of the dome is to seal the ear canal to prevent feedback and trap in necessary amplification. The dome
also keeps the hearing aid fit and snug.
For more information on ear domes, you may read up
https://elehear.com/blogs/all/the-importance-of-hearing-aid-domes.
Which ear dome do I choose?
The dome is a small silicone tip for the end of your hearing aids. Domes come in a variety of sizes and styles.
The proper choice of dome style and size can help with sound quality and comfort.
There are three styles of dome: Open, Closed and Double dome. The domes differ in ventilation, or how much natural
sound let in. Each hearing aid is fitted with size Medium to start. Additional Small, Medium and Large sizes will
be included in your box. If you are getting squealing (feedback) or if the Medium dome is too loose or too big,
try a smaller or larger size.
For more information on ear domes, you may read up
https://elehear.com/blogs/all/the-importance-of-hearing-aid-domes.
How do I change the ear dome?
To remove the dome, hold the receiver with one hand and gently pull the dome off with the other hand. To replace the dome, line up the dome hole with the spigot of the receiver. Gently push the dome on. Tug on the dome to make sure it is securely locked onto the receiver before inserting into your ear.
You may refer to the how-to video here regarding the replacement of ear dome. For more information on ear domes, you may read up here.
What do the buttons on the hearing aid do?
The toggle button on the hearing aids controls three things: power on/off, adjusting volume, and switching modes. Both hearing aids are adjusted simultaneously.
Power On/Off: To power on, open the charging case and the hearing aids will turn on when taken out. Alternatively, press and hold the volume up button for 3 seconds. To turn off the hearing aids, put them in the charging case and close the lid; they will be powered off automatically. Otherwise, press and hold the volume up button for 5 seconds to shut down.
Volume Adjustment: You can adjust the volume to increase or decrease the sound level. When the volume reaches its highest or lowest point, you will hear a 'dingding' sound.
Mode Switch: To change modes, press and hold the volume down button for 3 seconds. You will hear a sound indicating the new mode.
You may refer to the how-to video on operating the hearing aids here.
How do I change the wax cap?
If your hearing aid is not working or if the sound is very low, the first thing you should do is change the wax cap.
To replace the wax cap, take off the ear dome from the receiver. The wax cap tool has two ends - one for removing the old wax cap and the other for installing the new wax cap. Insert the empty end into the old wax cap on the hearing aid, take out and dispose of the old wax cap. Use the other end with the new wax cap and put the white part into the receiver's end. Press it firmly, remove the tool and dispose of it.
You may refer to the how-to video on changing the wax cap here.
Will you damage the rechargeable hearing aids by leaving them in the charger overnight?
No, the hearing aids will not be damaged and you can leave them in the charger overnight. However, we recommend removing the devices from the charger if you will not be using them for an extended period of time. If you leave the hearing aids in the charger for days, it can significantly affect the battery life.
Will the hearing aids be damaged by leaving them in the charger too long?
Similar to all electronic devices, it is not recommended to leave the hearing aids charging in the charging case for a long period of time. Even if unplugged, the battery will drain faster if left in the charging case for an extended period of time. If you are not using the hearing aids for a few days, we recommend leaving them out of the charging case.
What is the battery shelf life of the rechargeable batteries in the hearing aids?
The rechargeable battery stays within the hearing aid for the life of the device and it is meant to last as long as the hearing aids, about 3 years.
How do I charge the hearing aids?
It takes 1.5 hours for the hearing aids to fully charge. The three dots light indicator will stay lit on when it is fully charged. You can also charge them overnight while you are sleeping. The battery should last about 20 hours once fully charged.
Charging The Hearing Aids: Insert the hearing aids into the charging case and securely close the lid. This will initiate automatic charging of the hearing aids. A complete charging cycle for the hearing aids requires 1.5 hours. Under default settings, the battery lasts for up to 20 hours.
Charging The Charging Case: To achieve a complete charge, connect the charging case to a power source. This process requires a maximum of 2.5 hours to charge both the hearing aids and the charging case to a full charge.
How do I answer the phone calls with my hearing aids?
For the initial batch of Alpha Pro hearing aids sold in 2023, you will have to answer the phone calls through the phone itself. For the later batch of Alpha Pro, phone calls can be answered by double tapping on the volume down button on the hearing aid itself.
How do I turn the hearing aid on / off?
To power on, open the charging case and the hearing aids will turn on when taken out. Alternatively, press and hold the volume up button for 3 seconds. To turn off the hearing aids, put them in the charging case and close the lid; they will be powered off automatically. Otherwise, press and hold the volume up button for 5 seconds to shut down.
Is Alpha or Alpha Pro right for my hearing loss?
The Alpha series are OTC hearing aids that incorporate advanced AI technology to enhance speech understanding, designed to suit mild to moderate hearing loss. If you are unsure of your hearing loss situation, you can take our online hearing test to find out if you are the right candidate. Visit our website to access the hearing test.
Does Alpha Pro support firmware updates?
No, the Alpha Pro does not support firmware updates.
Are ELEHEAR hearing aids FDA registered?
Yes! Our hearing aids are FDA registered, designed to aid adults 18 years old and above with mild to moderately severe hearing loss.
Can Alpha hearing aids be adjusted?
No, the Alpha hearing aids cannot be adjusted, unlike the Alpha Pro hearing aids where adjustments can be made through the ELEHEAR App.
How do I control Alpha Pro hearing aids?
You are able to control your Alpha Pro hearing aids, such as volume and hearing programs, with your mobile phone through the ELEHEAR App.
Does Alpha and Alpha Pro hearing aids support audio streaming?
Audio streaming is only available on Alpha Pro hearing aids, where it allows you to stream high-quality audio wirelessly from any Bluetooth devices such as iOS and Android mobile phones.
Can Alpha Pro be connected to multiple devices?
Yes, you can pair multiple devices simultaneously, but only one can be actively connected at any one time.
How do I stream my TV audio to my Alpha Pro hearing aids?
Simply connect your Alpha Pro hearing aids to your smart TV via the TV's Bluetooth settings. The Alpha Pro does support Bluetooth up to version 5.3, which theoretically allows the hearing aids to connect to TV for streaming. TVs typically have lower-quality Bluetooth capabilities compared to smartphones, which might lead to more frequent connection issues. Do note that attempting to use the hearing aids with a TV may lead to compatibility problems and potential frustrations due to connectivity issues.
Is Alpha series hearing aids rechargeable?
The Alpha series hearing aids, both the Alpha and Alpha Pro, are rechargeable hearing aids using built-in lithium-ion batteries. Unlike traditional hearing aids, there is no need for replacing disposable batteries.
Can Alpha series hearing aids help with my tinnitus?
Hearing aids are not intended to treat tinnitus. Hearing loss and tinnitus often occur simultaneously. However, for Alpha Pro hearing aids, we are launching the tinnitus therapy solution through the ELEHEAR App, which will help to minimize and soothe tinnitus.
How can I adjust the volume of the hearing aids?
You can adjust the volume of the hearing aids using the volume up and down buttons on the hearing aid itself. If you are currently streaming music via Bluetooth, you will not be able to adjust the hearing aids volume. Ensure that you are not streaming music or disconnect the Bluetooth connection before using the up and down buttons to adjust the hearing aids volume.
How can I adjust the volume when I am streaming music via Bluetooth?
You can use the volume control on the connected device, such as a mobile phone, to adjust the volume.
Do I need to have a mobile phone to use ELEHEAR hearing aids?
No, you do not necessarily need a mobile phone to use our hearing aids. Both the Alpha and Alpha Pro hearing aids can function independently without a mobile phone. However, if you wish to take advantage of additional features such as adjustments on volume, noise reduction level, and directionality, you will need a mobile phone to access the ELEHEAR App for the Alpha Pro hearing aids. Nonetheless, even without a mobile phone, these hearing aids are designed to enhance your hearing experience.
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Bluetooth
Can the Alpha Pro be connected to all Bluetooth devices apart from smartphones?
The Alpha Pro can be connected to all Bluetooth devices as long as the device has Bluetooth version 5.3 or below (Bluetooth 5.3 is backward-compatible with lower Bluetooth versions). However, successful connectivity also depends on specific circumstances and device compatibility.
What are the requirements for Bluetooth connection?
"Make sure your phone supports Bluetooth connections. The version required is version 5.3 or below (Bluetooth 5.3 is backward-compatible with lower Bluetooth versions). Do note that not all phones work well with Bluetooth devices. "
Can I listen to phone calls and music through my Alpha Pro hearing aids?
Yes, definitely! Once you have paired your Alpha Pro hearing aids to your phone, you will be able to listen to music, videos, podcasts, as well as making and receiving phone calls.
Can I listen to phone calls and music through my Alpha hearing aids?
Unfortunately, no. The Alpha is not Bluetooth enabled. To enjoy Bluetooth streaming and connectivity, try Alpha Pro.
How do I connect the Alpha Pro hearing aids to my phone?
Place the hearing aids in the charging case and keep the lid open. Ensure that Bluetooth is enabled or turned on in your phone’s Bluetooth settings. Select “ELEHEAR Alpha Pro” from the list of available devices. Your Bluetooth connection is now ready. You should now be able to use Bluetooth through your hearing aids. Phone calls, music, podcasts will now stream through your hearing aids.
What is a Bluetooth hearing aid and how does it work?
Bluetooth hearing aids enables connection to other devices, such as smartphones, tablets, or computers and allows users to stream audio directly from devices such as phone calls and music. Bluetooth hearing aids can also be controlled through ELEHEAR App, allowing adjustments to settings like the volume and switching between the different programs or modes. With Bluetooth technology, it has greatly improved the functionality and convenience of hearing aids, allowing a seamless integration with other devices and a more personalized listening experience.
How will Bluetooth streaming affect the battery life on the Alpha Pro hearing aids?
If you use your hearing aids to stream calls wirelessly, you can expect a rise in battery drainage. Battery drain will be affected by how often you connect your hearing aids to the ELEHEAR App, and how frequently the App is used for adjustments to your hearing aids, including the frequency and duration of phone call streaming (and/or audio streaming). If the battery is running low or you are concerned about running out of battery power, you can adjust on the hearing aids itself manually as opposed to using the App.
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ELEHEAR App
What does the ELEHEAR App do?
The ELEHEAR App facilitates a seamless connection between the phone and the hearing aids through Bluetooth technology, where users can pair their hearing aids with the App to enable an effortless control and customization. Once connected, the App allows users to adjust various settings, including volume and sound modes. This streamlined connection enhances user convenience, providing a user-friendly interface for managing their hearing aids effectively.
How do you pair the Alpha Pro hearing aids to the ELEHEAR App?
Download the ELEHEAR App. You will see a “Welcome” page. Tap “Connect my hearing aids". Follow the instructions to pair your hearing aids to the App.
Is ELEHEAR App compatible with my mobile device?
The ELEHEAR App is compatible with both iPhone (iOS 13 and later) and Android smartphones (Android 6 and later).
How do I download the ELEHEAR App?
The ELEHEAR App is available in App Store and Google Play. Alternatively, you can click the link below to download the app.
iOS https://apps.apple.com/us/app/elehear/id6446886717
Android https://play.google.com/store/apps/details?id=netinfo.jp.elehear&hl=en_US&gl=US
Do I need internet connection for using the ELEHEAR App?
Some features of App require internet access, such as software update, online support, and synchronization of hearing profile.
Can Alpha Pro work without the ELEHEAR App?
You are required to access the ELEHEAR App during the initial setup of your Alpha Pro for synchronization of hearing profile and the App ensures your hearing aids are optimally programmed to your hearing level, providing you the best possible hearing experience. After the initial setup, you may use your hearing aids without using the App. The ELEHEAR App is designed to enhance the overall user experience by providing additional controls and customization options, but it is not neccessary to operate the hearing aids. Other than controlling your Alpha Pro with the App, you can also use the buttons on the aid itself to adjust volume and change between the hearing aid programs.
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Maintenance & Troubleshooting
Phone calls are not routing to my hearing aids on iPhone, what should I do?
You can set up to route call audio to Bluetooth devices either by default or switch to a specific Bluetooth device during calls.
By Default:
To receive calls via Bluetooth devices, you must ensure two things. First, you must connect your Bluetooth device to your iPhone. Secondly, you must configure the settings to route the call audio to your device by default. Open the "Settings" app and select "Accessibility". Then, select "Touch". Select "Call Audio Routing" and tap on "Bluetooth Headset". That is it! The next time you pick up a call while connected to your Bluetooth device, you will hear the other person’s voice on your Bluetooth device by default.
Switch During Calls:
Tap on the "Audio" icon on your call screen, then select the appropriate option (i.e., ELEHEAR Alpha or Alpha Pro).
How to prevent moisture from damaging your hearing aids?
Moisture can cause many issues to your hearing aids so it is important to prevent your device against moisture damage.
- Extra earwax production traps more moisture in the ear as it takes longer for the ear to dry. Paying more attention to earwax production and change the accessories regularly to keep it wax-free.
- Use a dry box as it can remove moisture from the hearing aids.
- Sweating can also be an issue so we do not recommend wearing the hearing aids when working out or during sweat-breaking activities if it can be avoided.
How often and how should I clean my hearing aids to keep them in tip-top condition?
Regular, routine cleaning and maintenance are the keys to a pair of long-lasting hearing aids.
Daily / Weekly:
- Ensure your hands and ears are clean when putting on the hearing aids.
- Wipe your hearing aids and hearing aid domes with a dry cloth to remove dirt and oil after each use.
- Gently brush any openings/crevices on the hearing aids with the Multi-function Tool Pen.
Monthly:
- Replace the ear domes every 2-3 months. The need for replacement is that an old dome loses its shape and does not seal the aid properly.
- Change the earwax guard every month, or anytime you are unable to hear out of the hearing aid. The earwax guard is the most important protector of your device from ear wax.
How to properly store the hearing aids?
Our hearing aids come with a charging case which doubles up as a storage case and we recommend keeping the aids in the case when not worn. If you live in a very humid climate, or are likely to get your hearing aids wet, we recommend storing the device in a dry box overnight. Avoid storing the hearing aids in high places to prevent damages from dropping on the ground. Keep the hearing aids away from children and pets.
What should I do if the hearing aids are not working?
You can restart the device and try again. If the problem persists after restarting, charge the hearing aids for 2 hours and try again. If the product still does not work, please contact our Customer Support team at support@elehear.com or you can call us directly at 888-669-1099 for further assistance.
What should I do if there is sound distortion?
It is normal to feel a bit strange during the initial period of wearing hearing aids, which may lead to a perception of sound distortion. Generally, it takes around 3 to 4 weeks to adapt to the product. If you experience sudden sound distortion, it may be due to a program anomaly. Please restart the device and try again.
What should I do if there is excessive background noise?
Try switching to another mode of use. If the problem persists, please contact our Customer Support team at support@elehear.com or you can call us directly at 888-669-1099 for further assistance.
What should I do when faced with "feedback" noises such as irregular beeping, squeaky, whistling, etc?
You can lower the volume by adjusting the volume levels on your hearing aids to a more comfortable level. At times, a constant hum can occur when the volume is set too high. In addition, use the double-layer ear domes as it will help the hearing aids fit snugly in your ear canal, reducing the interference caused by external sounds and vibrations.
What should I do if the Bluetooth connection fails?
If the Bluetooth on your mobile phone is turned on and you are unable to connect to the hearing aids, you can try the following:
With Charging Case:
- Enable the Bluetooth on your mobile phone.
- Put the hearing aids back into the charging case and close the lid.
- Wait for 5 seconds before removing the hearing aids. The hearing aids will now be connected automatically to your mobile phone.
Without Charging Case:
- Enable the Bluetooth on your mobile phone.
- Press and hold the volume up (+) button for more than 5 seconds on both the left and right hearing aid to power off.
- Now, press and hold the volume up (+) button for 3 seconds on both the left and right hearing aid to power on. The hearing aids will be connected automatically to your mobile phone.
You can follow our instructional video at https://youtu.be/SaQxqU6A-wA?si=6WdnKSiqGHsFxzC4 for detailed operational guidance. If the issue persists, please contact our Customer Support team at support@elehear.com or you can call us directly at 888-669-1099 for further assistance.
What should I do if one side of the Alpha Pro hearing aids does not appear on the ELEHEAR App?
Make sure you have established a Bluetooth connection between the hearing aids and your device. Should the ELEHEAR App shows only one side of the hearing aids available for adjustments, try resetting the Alpha Pro for establishing a new Bluetooth connection.
Device Reset
- Put the hearing aids back into the charging case and keep the lid open.
- Press and hold the reset button on the charging case for 12 seconds. The Alpha Pro will be reset.
Connect To Bluetooth
- On your mobile phone settings under Bluetooth, ensure the hearing aids are connected.
- Open the ELEHEAR App, you will see both hearing aids connected.
If the issue persists, please contact our Customer Support team at support@elehear.com or you can call us directly at 888-669-1099 for further assistance.
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Order & Payment
Is the selling price for a pair of hearing aids or just one hearing aid?
The selling price is for a pair of hearing aids with the charging case.
Can I purchase only one hearing aid instead of a pair?
Our hearing aids are sold in a pair. However, for special request to purchase individually (i.e., one hearing aid), kindly contact our Customer Support team at contact@elehear.com and it shall be considered on a case-by-case basis on reasonable terms.
Do you accept installment payment?
Yes! You can choose to pay with Klarna where your purchase will be split into 4 interest-free payments, paid automatically every two weeks.
Do you accept FSA or HSA payment?
You can contact our Customer Support team at contact@elehear.com for more information.
Do you accept insurance payment?
You can contact our Customer Support team at contact@elehear.com for more information.
I am trying to order and purchase online but it does not go through, what can I do?
If you are experiencing any issues in placing your order online, do ensure that all the required information is entered correctly. If the issue persists, do contact our Customer Support team at contact@elehear.com. Alternatively, you can call us directly at 888-669-1099 for assistance in completing your order.
Do you accept debit card payment?
Yes, we accept debit card payment.
Do you offer Military or Veterans discount?
Yes, you can contact our Customer Support team at contact@elehear.com for the discount details.
Are hearing aids covered by insurance?
Hearing aids coverage may be included in certain insurance policies so it is advisable to contact your insurance provider to check on hearing aids benefits.
Are there any additional fees or taxes I should be aware of?
No, we do not impose any additional charges or fees. However, do note that tax might be applicable according to the tax laws in certain states.
Do I need to create an account to proceed checkout?
No, creating an account is not compulsory for you to proceed checkout. It is highly recommended to create one before making a purchase as this could ease your shopping experience. You can check your order information later.
What payment methods do you accept?
We accept a variety of payment methods - Visa, Mastercard®, American Express, Union Pay, Shop Pay, Apple Pay, Google Pay, PayPal, Klarna.
Are there any financing or payment plan options available?
We partnered with Klarna to provide installment payment "Pay in 4" as an alternative payment option. "Pay in 4" allows you to split your purchase into 4 interest-free payments, paid every 2 weeks. Choose "Pay in 4", and pay just 25% upfront. The first payment will be taken from your credit card, debit card or bank account when your order is shipped. The remaining three payments will be automatically charged every 2 weeks afterwards, with no interest or fees if you pay on time.
When will my payment be charged?
Your payment will be charged as soon as you complete the checkout process and your order is confirmed.
What should I do when my payment is declined?
Your payment may be declined for various reasons. We suggest you to double check the following:
- Contact information (e.g., phone number, email address)
- Payment information (e.g., card details, security code, billing address)
- Sufficient funds in your bank account
- Card limits or restrictions
How do I get my order confirmation and delivery update?
After you place an order, you will receive an email confirmation about your order. You will receive a delivery confirmation email with your tracking number when the package is shipped.
Is it safe to buy ELEHEAR hearing aids online?
Absolutely yes! We welcome you to have a free consultation with our EleCare specialist via support before your purchase if you are unsure whether you need hearing aids. With our professional support team and all-inclusive services, you can get specialized hearing care just as good as in clinic, yet in a more convenient way. The best practice is to make full use of our remote care services so that your hearing aids can always work at their best and your concerns can always be addressed without even the slightest delay.
Do I need to pay for ELEHEAR AUD Care Pack (formerly Audiologist Care Support)?
ELEHEAR AUD Care Pack (formerly Audiologist Care Support) is totally free of charge for all ELEHEAR users. You can access our one-time free remote care service by booking a session via the website or email.
Do you have a store where I can purchase ELEHEAR hearing aids?
We are currently preparing our offline stores in the US; for now we only operate through our official website at elehear.com and you can place orders through our online store.
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Shipping & Delivery
Where are the products shipped from?
Currently, we ship directly from the China factory to our customers.
Where do you ship to?
Currently, we only ship to US addresses. However, we are opening up to more locations to cater to more regions globally. Do note that we CANNOT ship to P.O. Boxes and we require a street address for delivery.
What is delivery time?
The product will be shipped within two business days upon receiving the order and you can expect to receive it in 5 to 7 business days.
Do you have expedited shipping options?
You can contact our Customer Support team at contact@elehear.com for more information.
Are there any shipping costs?
No, we provide free shipping on all orders made on elehear.com.
Can I place an order to be shipped to an international address?
"No, international addresses are currently not supported. We only ship our products within the United States. However, for special request to ship internationally, kindly contact our Customer Support team at contact@elehear.com and it shall be considered on a case-by-case basis on reasonable terms."
How do I track my order?
"When your order is shipped, you should receive an email with tracking information. Click on the provided tracking number to track the status of your shipment on the carrier’s website. You can also check the detailed shipping information in your account or via the tracking facility here on our Support Center."
Do I need to sign for my delivery upon receiving my order?
No, our shipped orders do not require a signature for delivery.
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Refund & Return
What is the return process?
To initiate a return, please contact our Customer Support team at support@elehear.com and once approved for a return, you will be given a return label. For more information, kindly refer to our refund policy.
Will I be charged for the shipping cost of returning the product?
Return shipping costs for repair, exchange, and return for refund will be covered by ELEHEAR for products that are within the 45-day trial period. For products after the 45-day trial, you will be accountable for all return shipping expenses sent in for repair, even for products within the one-year warranty period. Note that refunds for return will be applicable after the 45-day trial.
Can I return my ELEHEAR hearing aids?
Yes, you can return the device within the 45 days trial period after delivery, as long as the device or accessory is in its original condition and has not been damaged, lost or modified in any way. Please contact our Customer Support team at support@elehear.com to help you with your return request.
Would I get a refund when I return my hearing aids?
Yes, a refund will be made. If you return the product in the condition it was received, without any damage due to misuse, and your return request is made within the 45 days trial period, you will be entitled to a full refund.
When will I receive my refund?
Refunds will be processed in the method of payment used at the time of purchase and paid within 7-10 business days after your return is accepted.
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Trial & Warranty
What is the warranty coverage and terms?
We offer a 1-year limited warranty that covers quality, material and workmanship defects for the products, including the hearing aids and charging case (accessories not included). The warranty begins on the date that the new devices are received. If your hearing aids are found to be faulty or not working properly during this period, repair costs are covered and there are no charges associated with the repair, unless the device has been misused.
When does the 45 days trial period start?
The 45 days trial period starts from the day the product is received by users.
Do you have theft and loss coverage?
While we do not offer replacement due to theft or loss, kindly contact our Customer Support team at contact@elehear.com for special request to purchase individually (ie one hearing aid) and it shall be considered on a case-by-case basis on reasonable terms.
What is ELEHEAR repair process during the warranty period?
Most repairs are due to earwax, dirt or debris build up and these can be avoided by proper cleaning and maintenance. If your hearing aids are found to be faulty or not working properly during this time, refer to the user manual for troubleshooting and cleaning. If you have tried to clean your device and think it may need a repair, contact our Customer Service team for assistance at support@elehear.com or by calling our helpline at (888) 669-1099. If a product issue is identified from the inspection, a replacement set of hearing aids will be sent at no additional repair cost. Conversely, if no product issue is detected, you will be responsible for covering any repair expenses, including all return shipping expenses.
Note : You will be accountable for all return shipping expenses within the one-year warranty period.
What happens if my hearing aids are faulty?
If your hearing aids are not working properly, you can:
- 1. Refer to the user manual for basic troubleshooting,
- 2. You can report the issue you have through Contact Us on the website or ELEHEAR App,
- 3. You may contact our Customer Service team for assistance at support@elehear.com.
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Online Hearing Test
Is it required to obtain an online hearing test in order to purchase the ELEHEAR hearing aids?
The Alpha series are OTC hearing aids, designed to suit mild to moderate hearing loss. It is recommended that you take the free online hearing test on our website at elehear.com/pages/hearing-test and with the result, our team will better assist you in choosing the right product for you.
Is the online hearing test available on the ELEHEAR App?
We only offer online hearing test on our website at elehear.com/pages/hearing-test for all users.
How long does it take for the online hearing test result to load?
The online hearing test result is immediate upon completion and the hearing test will take approximately 5 minutes to complete.
Do you offer online hearing test?
We offer free online hearing test on our website at elehear.com/pages/hearing-test for all users.
How does the online hearing test work?
The online hearing test is free and will provide you with a comprehensive hearing loss profile for each ear. It offers the level of detail necessary for the better customization and adjustments of hearing aids to your hearing needs.
What is required for taking the online hearing test?
You need a stable internet connection, a computer / tablet / smartphone, ear-bud headphones, a quiet environment and 5 minutes to take the online hearing test.
When do I need to take an online hearing test?
If you never had your hearing tested before and wonder if you need hearing aids, we would suggest you to take the free online hearing test at elehear.com/pages/hearing-test as it will let you know if our hearing aids can help with your current hearing loss. Do note that the online hearing test is for informational purposes only and not to replace a professional clinical hearing test.
What can I learn from an online hearing test?
An online hearing test gives you a preliminary assessment of your current hearing condition and it is not a replacement for a clinical evaluation conducted by a hearing professional such as an audiologist. The online hearing test can provide valuable insights such as:
- - An estimation of your hearing condition
- - Awareness of your hearing health and care
- - Whether preventive measures and further actions are required
- - Whether ELEHEAR hearing aids will be suitable for you
Important : An online hearing test have limitations and cannot replace a professional hearing assessment. Factors like the quality of your headphones or speakers, environmental noise, and the absence of bone conduction testing can affect the accuracy of the screening results. If you suspect you have hearing difficulties or your online screening results indicate a potential issue, it is crucial to consult an audiologist or hearing care professional for a comprehensive evaluation and personalized recommendations.
Is the online hearing test the same as a professional hearing assessment?
No, the online hearing test cannot replace a professional hearing assessment. The online hearing test have limitations with factors like the quality of your headphones or speakers, environmental noise, and the absence of bone conduction testing can affect the accuracy of the screening results.
Do I need to take an online hearing test if I have a clinical-based audiogram?
No, you do not have to if you have a copy of your clinical-based audiogram within one year. We suggest that you take a clinical hearing assessment every year. If the clinical hearing assessment is not within one year, you can also take our online hearing test to see if your hearing loss has changed.
Can tinnitus affect my online hearing test results?
Yes, tinnitus can affect your test results by making it harder for you to identify the sounds you hear during the test.
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