Customer Support FAQS
Here you can find answers to frequently asked questions of our products.
About Products
What are your products?
Our products are advanced Over-the-Counter (OTC) smart Bluetooth hearing aids. You can conveniently purchase them directly from our official website, bypassing the need for a hospital or offline hearing center for testing and fitting, thus saving valuable time.
What are the advantages of your products?
Our products boast a unique three-core hardware structure:
- DSP (Digital Signal Processing) for optimized hearing aid algorithms
- BT (Bluetooth) for high-definition calling and music streaming
- AI (Artificial Intelligence) for intelligent environmental noise monitoring and assessment
Additionally, our smart remote fitting app enables users to perform professional-level adjustments and fittings at home. With self-developed software algorithms and hardware, including ultra-low latency and wide-frequency high-definition sound quality, our products offer unparalleled performance.
Who are your products suitable for?
Our products cater to individuals with varying degrees of hearing loss, covering mild, moderate, moderate to severe, severe, and profound hearing loss.
- Air: For mild to moderate hearing loss
- Real Extra: For mild to severe hearing loss
- Real Pro: For mild to severe hearing loss
What accessories or additional functions do your products have?
In addition to hearing aids, our products come with essential accessories such as charging cases, charging cables, and antimicrobial ear tips.
With features like waterproofing, sweat resistance, smart wearing checks, and anti-loss alarms, our products offer convenience and peace of mind.
How do I start buying hearing aids?
If you've undergone a hearing test before, we'll use the report to recommend suitable hearing aids.
If not, we recommend trying our Real Extra, which covers from mild to severe hearing loss.
What is the quality and warranty policy of your products?
We offer a 45-day risk-free trial and 1-year warranty.
- During the warranty period, repair and replacement costs arising from quality issues are covered by us (except for damage caused by human factors).
- Repairs outside the warranty period are free, but replacement costs are borne by the customer.
About Wearing Hearing Aids
Who should use these OTC hearing aids?
These OTC hearing aids are suitable for users aged 18 and above. If you are under 18, it's advisable to consult a doctor, preferably an ear, nose, and throat (ENT) specialist, for specialized care.
What precautions should I take before wearing the hearing aids?
Before wearing the hearing aids, check for earwax or signs of middle ear infection. If earwax is present, clean the ears thoroughly before wearing the aids. If you experience any issues such as ear drainage or signs of infection, refrain from wearing the hearing aids until the condition resolves.
What should I do if the hearing aids produce feedback (whistling)?
Our hearing aids feature an advanced feedback suppression system designed to minimize feedback in most situations. However, occasional feedback may still occur. If feedback occurs, follow these steps:
- Check for earwax blockage in the earpiece or microphone opening: Clean or replace the earwax guard as necessary.
- Ensure the earpiece is securely inserted in the ear canal to achieve a snug fit.
- Use ear tips that fit your ear canal size adequately.
- If feedback persists, adjust the feedback suppression settings using the "JIUYEE APP" to optimize performance.
What should I keep in mind during the first month of wearing the hearing aids?
To help you adjust to the hearing aids, it's essential to undergo a month-long adaptation process:
- Week 1: Wear the aids for 1-2 hours daily in quiet environments while conversing with family members.
- Week 2: Increase daily wear time to 3-4 hours, still in quiet settings such as parks or during conversations with family and friends.
- Week 3: Extend daily wear time to 5-6 hours, including relatively noisy environments like restaurants or supermarkets while interacting with strangers.
- Week 4: After adapting to various scenarios, you can wear the aids throughout the day for activities such as studying, communicating, or entertainment.
What should I do if I experience pain while wearing the hearing aids?
If you experience pain or discomfort when inserting the hearing aids, remove them immediately. When attempting reinsertion, carefully follow the instructions provided. If discomfort persists, contact us for assistance. If issues persist despite following our guidance, consult your hearing healthcare professional.
About Customer Service and Support:
How can I reach your customer service team?
If you need assistance or have any questions, please feel free to contact us through the following channels:
- Leave a message on our website
- Email us at: avenlink88@gmail.com
- WhatsApp: +1 332 272 8802
- Facebook: @AvenLink
What if I need help with using the hearing aids?
Our hearing aids are user-friendly. You can refer to the detailed instructions and instructional videos in here. For further assistance, you can reach out to us, and we'll provide remote support to help you with hearing tests and hearing aid adjustments.
How long does shipping take?
We typically start shipping within 3 business days after receiving payment. The exact logistics timeframe depends on the shipping conditions in your local area.
What is the sales range of your products?
We usually ship worldwide. If you don't find your country during the checkout process, please contact us promptly at: avenlink88@gmail.com