1. Pre-sales
Q: Do you have an offline store?
A: Waterfall is an online hearing aid company. We are currently in the process of preparing offline stores in the United States.
Q: Where are your locations/headquartered?
A: Waterfall is exclusively an online hearing aid retail company. We base in 20450 STEVENS CREEK BLVD CUPERTINO, CA 95014.
Q: What are the ways to contact the Waterfall Customer Support team?
A: Email: info@heywaterfall.com
The Customer Hotline: +1（800）8860559.
Q: How are Waterfall hearing aids so affordable？
A: We have our own manufacturing facility. This enables us to produce high-quality hearing aids, comparable to the more-costly traditional hearing aids, at a much lower price point.
Q: How will hearing aids help me?
A: While hearing aids can improve how much you hear, the biggest impact is often your ability to understand others- no more saying "what" all the time, or feeling frustrations loud settings.Our customers fnd renewed enjoyment in restaurants, concerts, and family gatherings. Beyond the everyday benefits, wearing hearing aids has been linked to long-term health benefits, such as healthier brain function.
To speak with a Product Advisor to see if Waterfall hearing-aids is right for you, give us a call anytime at info@heywaterfall.com. We'd love to hear from you!
2. Trial and Warranty
Q: What is the warranty coverage and terms?
A: Waterfall offers a 1-year limited warranty on all hearing aids and charging cases (accessories are not included). This warranty covers defects in materials, workmanship, or product quality not caused by user damage.
The warranty begins on the date the devices are delivered. If a defect is found within this period, we will repair or replace the device free of charge. Please note: for orders beyond the trial period, shipping costs apply.
Q: When does the 45-day trial period start?
A: The 45-day trial period, or right-to-return period, starts on the day the product is delivered.
Q: What is the ear sound repair process during the warranty period?
A: Most repairs are due to wax, dirt or debris build-up and can be avoided with proper cleaning and maintenance.
If your hearing aids are found to be faulty during the warranty period, first refer to the User Manual for Troubleshooting and Cleaning suggestions.
If troubleshooting and cleaning do not resolve your issue, contact Customer Service at info@heywaterfall.com
If a product issue is identified from the inspection, a replacement set of hearing aids will be sent to you, at no additional repair cost. If no product issue is detected, you will be responsible for covering any repair expenses.
3. Shipping and Delivery
Q: Where are the products shipped from?
A: Our products ship from US local warehouse, products will be shipped within 1~2 business days.
Q: What is delivery time?
A: The product will be shipped within 1~2 business days upon receiving the order and you can expect to receive it in 5 to 7 business days.
Q: Are there any shipping costs?
A: No, we provide free shipping on all orders made on Waterfall.
Q: How do I track my order?
A: Once your order ships, you will receive an email with tracking information.
4. Refunds and Replacements
Q: What is the return process?
A: To initiate a return, contact Customer Support at info@heywaterfall.com
Once the return is approved, you will receive a return label via email. You will print off the label and follow the instructions for shipment.
There will be no refund, or right to return after the 45-day trial period has expired.
Q: Can I return my Waterfall hearing aids?
A: Yes. You may opt to return your Waterfall hearing aids within the 45-day trial period, as long as the device is in its original condition and has not been damaged, lost, or modified in any way.
Q: Will I get a refund when I return my hearing aids?
A: Yes. If the returned product is found to be in good, original condition, and has not been damaged, lost or modified in any way, you will receive a full refund on your purchase price. This return/refund policy will only apply during your 45-day trial period.
