Frequently Asked Questions

How long is an earmold guaranteed?

• All our earmolds carry a guarantee against defects in material or workmanship for one year.

What is the warranty period on an earmold?

• An earmold is warranted against feedback or ill fit, conditional upon the following:
  • That the problem is reported within 4 months (growth spurts in children excepted, please).
  • That a new impression is sent with the number and date of the order to be remade, including a full description of the problem.
  • That the original mold is returned as credit for the remake.

When is a remake free and when is there a charge?

• A remake is free when:
  • An earmold breaks or cracks from normal use within one year.
  • An earmold causes discomfort within 120 days of purchase.
  • An earmold allows feedback within 120 days of purchase.
  • An earmold is lost in transit to the dispenser or the consultant.
  • The laboratory sends a mold that is the wrong style or material.

• A remake is not free when:
  • An earmold is over one year old.
  • An earmold is damaged either by the dealer or the client
  • A style, material or colour change is requested
  • An earmold causes discomfort after 120 days of purchase.
  • An earmold allows feedback after 120 days of purchase.
  • A CROS or HFE mold is ordered and feedback occurs.
  • Returning the earmold for a simple adjustment could avoid a remake.

Are there special terms available for volume purchases?

• Earmolds are not returnable for cash credit.
• Interest on overdue accounts is charged at a rate of 1.5% per month.
• 5% discounts apply only where 20 or more molds, excluding remakes, have been ordered during the month and paid for within 10 days of invoice, with no outstanding balance from previous months.

If I want to change the Style AND Material of an order, what is the charge?

• This change constitutes an entirely new order and is a full price charge.
  

How long are impressions kept at Emsee?

• Impressions in good condition are kept for a period of two months.

Is there an extra charge for rush service?

• You never pay extra at Emsee for occasional rush service except overnight shipping charges.

If a remake is necessary, why must I complete a new order form?

• A new order must be filled out completely, including the remake information at the bottom left of the form, in order to provide you with the best opportunity to receive a new mold, which matches the needs of your client most closely. That includes returning the unsatisfactory mold so that our technicians can compare the differences between the old mold and the new impression, a process that is necessary to provide a good fit.

I have a client with a mold/material that I do not recognize, what can I do to match it?

• Send the old mold to Emsee with the appropriate instructions and we'll match it as closely as possible.

I have an existing headset that I would like to retrofit with custom ear buds; can this be done?

• Most headsets have the potential to be retrofit with custom ear molds. The benefits include a better fit, greater comfort, and more external noise exclusion. Of course, the headset should be sent along with the impressions to be used.

How can I get my earmolds to last longer?

• Aside from the fact that you should NEVER leave your earmold or hearing aid where the dog can get at it (they love chewing on these things), proper maintenance of your earmold is critical to maximizing it's life expectancy. The newest materials are great for reducing feedback problems, but at some cost, which is the fact that many of the softer (and better sealing materials) don't last as long as the hard ones.
  

You can get the most out of these products by maintaining them properly and that's easy to do just by following these few simple steps:

1. Remove any loose wax or other debris that may collect on your earmold at the end of each day with a small brush. (A soft old toothbrush does an admirable job here.)
2. Wipe off the mold with a slightly damp cloth and dry it totally afterward. Alcohol should never be used because it dries out the material, which could cause it to crack prematurely.
3. One drop of light oil, such as baby oil or mineral oil should be applied to the entire surface and then wiped off with a clean, dry cloth.
4. Check the mold regularly for stress cracking or the appearance of sharp or rough edges. These can often be easily corrected by your hearing health care professional.
5. If you see moisture building up in the tubing, use a dry kit or have the tube changed to a "stay dry" type, which is made of polycarbonate, rather than conventional PVC.
6. Have your aid and earmold checked regularly by your hearing health care professional in order to reduce the chance of requiring a major repair or replacement before it's necessary.
   
   

Any Questions?

Please feel free to call us on our Toll Free line or use this on-line comment connection to ask your specific question. Be sure to include your name, telephone, fax or e-mail so we can get back to you!