Frequently asked questions
Manage my Account
How do I update my personal information?
Once you are logged in you will see your name in the top right of your screen. Select ‘Manage my details’ in the menu to update your personal information including:
- Name
- Date of Birth
- Address
- Contact number
- Username
- Password
- Contact preferences
Ordering
I don’t live in New Zealand, but I want to access the Cochlear Online store.
Due to local regulatory restrictions, Cochlear is only able to provide access to the Cochlear online store to New Zealand residents.
If you are not living in New Zealand, please contact your local Cochlear country office to find out if there is an online store available in your country.
I am unsure if my order went through properly.
If your order is successful, you will see a confirmation screen after you place your order. You will also receive an order confirmation to the email address you entered in the check out within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder.
For further assistance, contact our Customer Service team on 0800 444 819.
How do I change my order once I have already completed my purchase?
Please contact Customer Service on 0800 444 819 as soon as possible if you wish to change your order. Please have handy the order confirmation number from the order confirmation screen or the order confirmation email if you have it.
Can I make a warranty claim through the online store?
If the item was purchased through the online store, visit Terms and Conditions of Sales Returns section. For purchases in your clinic, you should visit your clinic regarding repairs under warranty. For enquiries, please call Customer Service on 0800 444 819 or email us at customerservice@cochlear.com.
I would like to upgrade my sound processor. Can I do an online store order to upgrade my device?
Yes, you can and to help you navigate the way to your new sound processor, our team can help guide you and get you started.
Choose which sound processor best suits your needs, along with the colour and funding pathway and submit a 'request for information. Our team of experts will then contact you and guide you through all your options and be with you every step of the way.
Security
Is my personal information secure?
Cochlear is committed to protecting the privacy of your personal information in accordance with applicable privacy and data protection laws. Read our privacy policy to learn more about how we keep your information secure in our Privacy Policy.
Do you store my credit card details?
No. Cochlear does not store your credit card details.
Delivery
How can I obtain free shipping?
We offer free shipping to orders over $100.
What delivery company do you use?
We use DHL in New Zealand.
How do I check on the status of my delivery?
We will send an email to you when you place your order and when we ship your order.
To check your order status online, log in to the Cochlear Store, go to My profile and click on the Orders tab to view your orders placed via Cochlear Store.
Alternatively, you can contact Customer Service on 0800 444 819 or email us at customerservice@cochlear.com
How long will it take to deliver my order?
Standard deliveries are usually dispatched within 48 hours of receipt of order if ordered Monday to Friday, and usually arrive 3 to 14 days after shipping. (Please keep in mind that arrival will depend on your post code and location. Please allow extra time for non-metropolitan area deliveries. Rechargeable battery shipments may take longer due to shipping regulation requirements)
Do you ship internationally?
Due to local regulatory restrictions, Cochlear is only able to provide access to the Cochlear online store to New Zealand residents.
Can I change my delivery address after I have placed my order?
Please contact Customer Service on 0800 444 819 as soon as possible if you wish to change your order delivery address after you have received an order confirmation number.
Payment and Pricing
Is the online store secure?
The Cochlear online store uses SSL (Secure Socket Layer) encryption when transmitting financial and payment information. An icon resembling a padlock is displayed on the bottom of most browser windows during SSL transactions that involve credit cards and other forms of payment. Every time our Store asks for a credit card number during checkout for payment, it will be SSL encrypted.
Do you offer a loyalty program?
No, the Cochlear online store does not currently offer a loyalty program.
How do I use a promotion code or discount code?
In the “View cart” screen you will see a “Enter promo code” field where applicable promotion codes and discount codes can be entered.
What currency does the Cochlear Online store use?
Currency used in the New Zealand Cochlear online store is in New Zealand Dollars.
Do your prices include GST?
Yes. All prices are inclusive of GST
where applicable. A break down of GST will be shown in the check out.
Returns and Exchanges
How do I return or exchange an item?
Visit Terms and Conditions of Sales, Returns section or call Customer Service on 0800 444 819 or email us at customerservice@cochlear.com for more information on how to return or exchange an item.
Contact and More Information
Who do I contact if I have questions about my order?
For further assistance, contact our Customer Service
Phone: 0800 444 819
Fax: +61 (0)2 9428 6555
Email: customerservice@cochlear.com
Address: 1 University Avenue, Macquarie University
NSW 2109, Australia
PO Box 1444, Macquarie Centre
NSW 2113, Australia