Answers about orders, returns and setup

You get an email with your tracking number the moment your order leaves us. Shipping times are in our shipping policy.

Every order ships free with Fast Tracked Shipping. Shipping times are in our shipping policy.

You get an email with a tracking number and a live link the moment it ships. You can also use our tracking page.

We ship to the United States from this store. Shipping is free, and our 90-day home trial and 2-year warranty apply.

You have 90 days from delivery to try them at home. If they are not right for you, you can send them back for a refund. To qualify, tell us briefly why, wear them for at least 21 days (unless they are faulty or hurt), and try one fix we suggest, such as a different ear tip size. There is no restocking fee.

Email [email protected] with your order number and a short reason. A person replies in less than 24 hours with one fix to try. If you still want to return them, we send the return instructions. It is all done by email, with no phone call or video call. Please wait for the instructions before you mail anything.

You do, for a home-trial return. Returns go back by mail, and we do not send a return label. Use a tracked service and keep the receipt. If we confirm an item is faulty, damaged or not as described, we pay you back the reasonable tracked shipping cost.

Within 14 days after we receive and check your return. It goes back to the card or wallet you paid with. Your bank may take a few more days to show it.

No. There is no restocking fee and no administration fee. Used ear tips and wax guards do not need to come back. If an essential part is missing or damaged, we tell you about any deduction before we refund.

Original Medicare doesn’t cover hearing aids. Some Medicare Advantage plans give a hearing aid allowance, but only through their own network. You can pay for Certus with your HSA or FSA card.

Certus is HSA/FSA eligible, because hearing aids are an eligible medical expense. You can pay with your HSA or FSA card at checkout, like any other card. We email an itemized receipt for your HSA or FSA. We do not bill insurance plans.

Costco is a fair choice, and for severe hearing loss it is the better one. A pair there costs about $1,400 to $1,800, plus the membership, and you go back to the hearing center for appointments. A pair from an audiologist runs $4,000 to $7,500. Certus costs far less, comes to your door, and you set it up yourself at home.

Many people try AirPods Pro first, and they are good on calls. Owners say the battery lasts about 5 to 6 hours of hearing help, and they get uncomfortable over a full day. Everyone can see them, too. Certus One and Certus Pro last 16 hours on a charge and sit hidden in the ear. Certus Max puts calls and music in both ears for about 15 hours a day.

Yes. Certus Max pairs over Bluetooth with Android phones and iPhones, the same way earbuds do. Phone calls, video calls and music play in both ears. Certus Pro uses Bluetooth for its app only, and calls stay on your phone. Certus One has no Bluetooth.

Yes. Certus One has one button and nothing to pair. Certus Pro runs a five-minute hearing check in the free app, one ear at a time. Certus Max is set from its touchscreen case or the app. A son or daughter can set them up for a parent in one sitting. If you get stuck, email us and a person will walk you through it.

Yes. A real person answers email 7 days a week, with replies in less than 24 hours. Every pair has a 2-year warranty, and you can add a Lifetime Warranty at checkout. Ear tips, wax guards and cleaning tools are sold here in the 12-Month Care Kit. Certus One needs no app at all, so there is nothing that can be shut off.

Faults. If a hearing aid or case stops working properly through normal use within two years, we repair or replace it.

Loss, and damage from accidents or water beyond normal daily wear. Ear tips and domes wear out, so they are not covered. Spares come in the box.

Yes. Add the Lifetime Warranty at checkout. Your 2-year warranty never ends: both hearing aids, the batteries and the charging case, for as long as you own them. Any fault is repaired or replaced free, shipping both ways included. One-time payment, no registration.

Yes. Certus One, Certus Pro and Certus Max are certified OTC hearing aids for adults with mild to moderate hearing loss. OTC means over the counter: you buy them without a prescription, a hearing test or an appointment. That is a regulated category with real requirements behind it. A cheap “sound amplifier” has none of that. It turns every sound up at once.

For Certus One, no: it works completely on its own, with one button. For Certus Pro, yes, once: the five-minute setup and hearing check run from the free Certus app on iPhone or Android. After that, Pro works all day on its own, and you open the app only to change volume or listening mode. Certus Max is made for phone calls and music, so you need a phone with Bluetooth. You can change its volume and mode on the touchscreen case.

Only Certus Max. It pairs with iPhone and Android phones over Bluetooth, like earbuds, and plays calls, video calls, music and audiobooks in both ears. Certus Pro uses Bluetooth for its app only: calls stay on your phone. Certus One has no Bluetooth.

Take the aids out of the case so they switch on, open Bluetooth on your phone and choose Certus Max, the same way you pair earbuds. You only do it once; after that they reconnect by themselves. Stuck? Email us and a person will walk you through it.

Up to 15 hours a day of hearing. Streaming uses more: about 5 hours of calls or 6 hours of music. The touchscreen case refills the aids 4 to 5 times.

Start with the one that feels snug but comfortable. Five sizes come in the box. If the sound is thin or it whistles, go one size up; if it presses or aches, go one size down.

Keep the aids sitting in the open case next to your phone, with Bluetooth switched on, and follow the QR guide from the box. Pairing happens once and takes about a minute. If it does not take, close the case lid, wait ten seconds, open it and try again. Still stuck? Email us and a person will walk you through it.

No, and we would rather say so before you buy. Certus is designed for mild to moderate loss. For severe or profound loss, see an audiologist for prescription hearing aids.

Almost always the tip or dome is not sealing. Try the next size up: 12 tips come with Certus One, 5 dome sizes with Certus Max. A good seal stops the whistling.

Certus One and Certus Pro: 16 hours per charge, and 60 hours with the case, which is about four more full charges away from a wall outlet. Certus Max: up to 15 hours a day, about 5 hours of calls.

No. There is nothing to pair, download or update. Put them in and they work. Certus Pro and Certus Max use the free app.