Shipping and delivery
1. WHAT ARE THE SHIPPING COSTS?
Hearprof covers the shipping costs. You don’t pay any shipping fees.*
However, you are responsible for return shipping costs.
2. CAN I TRACK MY DELIVERY?
Yes, all your items are shipped with Track & Trace. You can track your order through the order status page, which you’ll receive a link to via email once your order has shipped.
Please note it may take some time for the Track & Trace status to become available.
3. WHAT ARE THE DELIVERY TIMES?
Hearprof aims for fast product delivery. If you place an order on a business day before 3:00 PM, we strive to process your order the same day. Many of our items are shipped directly from our suppliers. Therefore, the average delivery time is 10–15 business days.
4. WHAT IF I’M NOT HOME DURING DELIVERY?
If your package cannot be delivered, it will be held at a DHL location for 7 days (BPost for Belgian orders). You’ll receive a notification from the courier with the pickup location. After these 7 days, the package is returned to our warehouse.
For unclaimed or returned packages, Hearprof reserves the right to deduct €15 from your refund amount to cover costs.
5. WRONG ADDRESS
It is the customer’s responsibility to ensure the delivery address provided is correct. We process and ship orders quickly, so there is only a small window of time to correct an incorrect delivery address. Please contact us immediately if you believe you’ve entered the wrong address.
6. LOST/STOLEN/RETURNED PACKAGE
If a package is lost or cannot be delivered for logistical reasons, we will always send a new package before applying our refund and return policy.
We are not responsible for lost or stolen packages. If your tracking information indicates that your package was delivered to your address but you did not receive it, please report this within 14 days of the stated delivery date. A DHL investigation will be initiated, and we’ll keep you informed until the investigation is completed.
7. DEFECTIVE PRODUCT
We’re sorry! Unfortunately, it can happen that your product is damaged during transport. In this case, we’ll send you a replacement package free of charge, but we cannot issue a refund. If the replacement is also damaged, we’ll provide a full refund of your purchase amount.
8. WRONG PRODUCT
Occasionally, you might receive the wrong product. If this happens, we’ll send you a replacement package free of charge, but we cannot issue a refund. If the replacement is also incorrect, we’ll provide a full refund of your purchase amount.
9. ORDER CANCELLATION
Unfortunately, it is not possible to cancel orders because they are processed and shipped immediately.
Questions About Your Order
Do you have questions about your order? Please check our FAQ page first. If your question isn’t answered there, feel free to contact us!
You can reach us via email at support@hearprof.com.