Emsee Labs of Canada

FAQs

All of our earmolds carry a warranty against feedback or poor fitting for a period of 3 months from the day the client picks it up, to a maximum of 4 months after leaving our lab (Growth spurts in children excepted, please!) You must send us both the original mold and a new impression, along with a detailed explanation of the problem. In addition, all of our earmolds carry a guarantee against defects in materials and workmanship for a period of one full year. Earmolds are never returnable for cash credit.
A remake is free when:
  • An earmold inexplicably 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, material, or colour. (Colours may vary slightly from order to order; minor shading differences are not covered.)

A remake is not free when:
  • An earmold is over one year old.
  • The original mold, date and code # are not included with a remake request.
  • An earmold is damaged either by the dealer or the client.
  • An earmold is lost by either the dealer or the customer, or when shipped out from the dealer's office.
  • 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, IROS, HFE, or Hollow Canal mold is ordered and feedback occurs.
  • Returning the earmold for a simple adjustment could avoid a remake.
A new order must be filled out completely, including the remake information at the bottom left of the form and a detailed audiogram, 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.
To change either the style or material, we will charge half the cost of the replacement mold. If you wish to change both the style and material, this constitutes an entirely new order and is charged at the full price.
5% discounts apply where 20 or more molds (excluding remakes) have been ordered during the course of a calendar month and paid for within 10 days of invoice, with no outstanding balance from previous months. Interest on overdue accounts is charged at a rate of 1.5% per month.
Silicone-based impressions in good condition are kept for a period of two months. Acrylate-based impressions (Such as Audalin) in good condition are kept for a period of one month. To prevent additional delays, please contact the lab to verify that impressions are still in a condition to be re-used.
You never pay extra for occasional rush service at Emsee, except overnight shipping charges if applicable.
Send the old mold to Emsee with the appropriate instructions and our technicians will match it as closely as possible.
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 must be sent along with the impressions to be used.
Aside from the fact that you should NEVER leave your earmold or hearing aid where pets can get at it (they love chewing on these things), proper maintenance of your earmold is critical to maximizing its life expectancy. The softer 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:
  • 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.)
  • 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.
  • 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.
  • 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 before becoming larger.
  • 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.
  • 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.
The following may be used as a guide to choosing an earmold if you have any concerns about what may be the most appropriate style, material and venting option for a particular loss. Obviously, few fittings would fit exactly into one category, however, by referring to the chart below, you may save yourself some deliberation time.
LossMildModerateSevereProfound
MaterialsAcrylics,
PVCs
Acrylics,
PVCs
Hard/Flex
Softex, Ultraflex
Silicone, Silicone II
Silicone
Silicone II
Ultraflex
StylesCanal Tip
Semi-Canal
Half-Shell
Skeleton
Skeleton
Full Shell
Full Shell
Shell with Helix Lock
Canal LengthRegular
Short
Regular
Long
LongLong
VentingLargeMedium
Small
Small
Pressure
Pressure
None