Hearing Aid Online Orders & Local Care Policy

1.1 Online Product Selection

Hear Florida’s online shop allows a patient to identify a preferred prescription hearing-aid manufacturer, model, technology level, style, color, quantity, and available accessories.

The online selection is the patient’s initial preference. It is not a final clinical recommendation and does not replace professional hearing testing, ear inspection, counseling, programming, or physical fitting.

The final hearing aids delivered may differ from the initial online selection when the patient approves a change after professional evaluation and consultation.

1.2 Eligibility and Service Area

Online prescription hearing-aid ordering is intended for patients who can complete the required in-person evaluation, fitting, and delivery process through a participating Hear Florida Hearing Aid Center.

Hear Florida may contact the patient to confirm:

• Identity and contact information
• Age and legal authority to complete the purchase
• Requested Hear Florida location
• Ability to attend required in-person appointments
• Product availability
• Payment or financing status
• Insurance, managed-care, voucher, or third-party benefit intentions
• Other information reasonably necessary to process the order

An order may be declined or canceled when Hear Florida cannot lawfully or reasonably complete the required evaluation, fitting, delivery, payment, or local-care process.

1.3 Selecting a Hear Florida Location

The patient selects a preferred Hear Florida Hearing Aid Center during checkout or appointment scheduling.

The selected location will ordinarily coordinate the patient’s evaluation, consultation, fitting, payment completion, in-person delivery, and included follow-up care.

When an order contains both a prescription hearing aid and one or more accessories, the entire order must be picked up at the same selected Hear Florida location. Accessories ordered without a hearing aid may remain eligible for shipping or local pickup, as shown during checkout.

A patient may request a different Hear Florida location before delivery, subject to appointment availability, product location, staffing, and any required transfer of records or inventory.

1.4 Order Review and Acceptance

Submission of an online order is a request to purchase the selected products under the terms displayed during checkout. It does not guarantee product availability, clinical appropriateness, financing approval, benefit eligibility, or final acceptance.

Hear Florida may review the order before acceptance to confirm pricing, inventory, patient information, selected location, payment status, and the ability to complete the required professional-care process.

If a material pricing, inventory, technical, or order-entry error is identified, Hear Florida will contact the patient. The patient may approve the corrected order or cancel the affected order.

2.1 Required Professional Evaluation

Before final fitting and delivery, the patient must complete the professional evaluation required by Hear Florida and applicable law.

Depending on the patient’s needs, the evaluation may include:

• Case-history review
• Otoscopic inspection of the ear canals
• Pure-tone air- and bone-conduction testing
• Speech-recognition or speech-understanding testing
• Speech-in-noise testing
• Assessment of listening needs and communication goals
• Review of ear health, hearing history, dexterity, vision, and lifestyle
• Referral for medical evaluation when indicated

Additional testing or medical clearance may be requested when clinically appropriate or required for a particular patient, product, age group, or medical condition.

2.2 Final Product Recommendation

The final recommendation may consider hearing-test results, speech understanding, ear anatomy, ear health, acoustic needs, technology preferences, connectivity requirements, lifestyle, budget, and available hearing benefits.

After consultation, the patient may keep the original online selection or approve a change in manufacturer, model, technology level, style, color, receiver, dome, earmold, acoustic coupling, accessory, or service option.

The final decision remains with the patient. Hear Florida will explain material product, service, and price differences before completing a revised order.

2.3 Programming and Physical Fitting

Prescription hearing aids are programmed and physically fitted for the individual patient before or at delivery.

The fitting process may include:

• Selection and adjustment of receiver strength and wire length
• Selection of domes, venting, retention, or earmolds
• Individualized programming based on hearing results
• In-ear calibration or other appropriate verification
• Feedback and acoustic-performance checks
• Comfort, retention, loudness, and sound-quality adjustments
• Device-use, care, insertion, removal, and charging instructions

Programming and physical fitting may be refined during follow-up visits based on real-world experience and patient feedback.

2.4 In-Person Delivery and Pickup

Prescription hearing aids purchased through Hear Florida must be picked up and delivered to the patient in person through a Hear Florida Hearing Aid Center.

Hear Florida does not mail prescription hearing aids directly to the ultimate consumer in Florida.

If a cart includes both a prescription hearing aid and a normally shippable accessory, the entire order will be designated for local pickup at one selected Hear Florida location. This avoids splitting the patient’s order between shipment and clinical delivery.

At or before delivery, the patient will receive the applicable purchase documentation, product information, warranty information, trial-period terms, and other disclosures required for the transaction.

The hearing-aid trial period begins on the delivery date stated in the applicable written purchase agreement.

2.5 App, Phone and Accessory Setup

When available and compatible, Hear Florida will assist with installing and setting up the manufacturer’s hearing-aid app on the patient’s smartphone.

When the hearing aids are purchased through Hear Florida, we will also assist at no additional charge with:

• Pairing a compatible smartphone to the hearing aids
• Confirming supported phone-call streaming
• Confirming supported media streaming
• Reviewing basic app controls and commonly used features
• Pairing and testing compatible assisted-listening devices or wireless accessories

These services depend on compatibility among the hearing aids, smartphone, operating system, app, wireless accessory, mobile carrier, and manufacturer-supported features.

Hear Florida cannot guarantee that every phone, app feature, streaming function, accessory, operating-system version, or third-party service will be compatible or remain compatible after a software, hardware, carrier, or manufacturer update.

Professional setup services for separately purchased accessories may involve an additional fee when the related hearing aids were not purchased through Hear Florida. Any fee will be disclosed before the service is provided.

3.1 Online Payment, Reservation and Financing

Depending on the product and checkout option selected, a patient may pay online or choose Reserve Order — Pay at Pickup.

Choosing the reserve option holds the selected items for order review and appointment coordination. No payment is collected and no CareCredit financing authorization is created by selecting that option. Payment, including approved CareCredit financing when available, may be completed in person at pickup after the final product selection and purchase terms are confirmed.

When payment or financing is initiated online, an authorization may be reviewed, adjusted, voided, refunded, or replaced if the final product selection or purchase amount changes, inventory is unavailable, the order cannot be completed, a verified hearing benefit requires a different transaction pathway, or the financing provider requires a revised authorization.

Estimated financing payments are not a credit offer, approval, or guarantee. Actual financing terms depend on the provider, credit approval, purchase amount, and plan selected.

3.2 Product and Price Changes

If the patient approves a lower-priced final selection, Hear Florida will adjust the order and apply the appropriate refund or credit.

If the patient approves a higher-priced final selection, the patient must approve and pay or finance the additional amount before or at delivery.

Changes to custom products, accessories, financing, promotions, or benefit pathways may also change the final amount.

The final purchase price is based on the products, custom components, accessories, services, and professional-care package ultimately selected and delivered.

3.3 Insurance and Hearing Benefits

Patients who intend to use insurance, a Medicare Advantage hearing benefit, managed-care program, voucher, allowance, discount program, or another third-party hearing benefit should contact Hear Florida before completing a private-pay online order.

Third-party programs may require separate product selections, prices, provider participation, authorizations, documentation, ordering procedures, warranties, trial periods, service packages, and billing methods.

Private-pay online prices generally cannot be combined with or retroactively converted to an insurance benefit, managed-care benefit, voucher, allowance, or other discount unless Hear Florida expressly confirms the arrangement in writing.

Benefit eligibility and coverage are not guaranteed until verified by the applicable plan or benefit administrator.

3.4 Product and Appointment Availability

Same-day pickup or delivery may be available for select hearing-aid makes and models when the product is in stock and all required evaluation, programming, fitting, payment, and appointment requirements can be completed that day.

Availability varies by product, location, clinician schedule, inventory, and patient needs. Same-day service is not guaranteed.

Special-order colors, custom products, earmolds, replacement devices, products requiring additional clinical work, and items that are not currently in stock may require additional processing time.

When an item is delayed, discontinued, backordered, or unavailable, the patient may approve an available alternative, wait for the selected product, or cancel the affected portion of the order, subject to the applicable agreement and any work already completed on custom products.

4.1 Cancellation Before Delivery

A patient may contact Hear Florida to request cancellation before the hearing aids are delivered.

Refund eligibility and any permissible deductions depend on the status of the order, the written purchase agreement, applicable law, financing requirements, custom products, accessories, and services already performed.

Custom earmold costs are nonrefundable once the earmolds have been ordered.

Hear Florida will disclose applicable cancellation terms in the written purchase documentation.

4.2 Hearing-Aid Trial Period

Hear Florida provides a 45-day hearing-aid trial period unless a different period is required or expressly stated in the applicable written purchase agreement.

The trial period begins when the prescription hearing aids are delivered to the patient.

When hearing aids are being repaired, remade, or adjusted during the trial period, the treatment of that time is governed by applicable law and the written purchase agreement.

Patients should contact Hear Florida promptly during the trial period when experiencing comfort, fit, sound-quality, connectivity, or performance concerns so appropriate adjustments or product options can be discussed.

4.3 Returns and Refunds

Hearing-aid returns, exchanges, cancellations, refunds, payment credits, financing credits, accessories, missing components, damage, and refund timing are governed by the applicable written purchase agreement and the Hear Florida Returns & Refunds Policy.

Custom earmold costs are nonrefundable.

Refunds are ordinarily issued to the original payment method or financing account, subject to provider processing requirements.

Products should be returned with all included hearing aids, chargers, cases, cables, accessories, manuals, and other components identified in the purchase agreement.

4.4 Custom Products and Earmolds

Custom products, custom hearing aids, special-order products, and other patient-specific components may be subject to separate cancellation, remake, return, or refund terms.

Custom earmold costs are nonrefundable once the earmolds have been ordered. This applies even when the related hearing aids are later exchanged, returned, or canceled.

Other custom-product charges or completed professional services may also be nonrefundable when disclosed in the written purchase agreement and permitted by applicable law.

Hear Florida will explain the applicable terms before completing a custom order.

5.1 Included Local Care

The products and professional services included with an online hearing-aid purchase are those stated on the applicable product page and written purchase agreement.

Depending on the product and offer, included care may include:

• Professional hearing evaluation
• Hearing-aid consultation and product selection
• Receiver, dome, venting, retention, or earmold selection
• Individualized programming and in-ear calibration
• Physical fitting and orientation
• App, phone, streaming, and compatible accessory setup
• Follow-up adjustments for the stated coverage period
• Lifetime hearing-aid clean and checks
• Manufacturer warranty and identified loss-and-damage coverage
• Other services or accessories expressly identified in the offer

Included care may vary by manufacturer, product, technology level, offer, insurance pathway, managed-care program, or written purchase agreement.

5.2 Patient Responsibilities

To help Hear Florida complete the order and provide effective care, the patient is responsible for providing accurate information, attending required appointments, reporting relevant changes, following care instructions, reporting concerns promptly, reviewing applicable documents, and returning all required components when requesting a return.