Frequently Asked Questions
About this website and how to order
Many people use two different size batteries. There are also couples who both use hearing aids with different size batteries. We designed this website so you can take advantage of the greater discounts we provide regardless of battery sizing.
You can mix the sizes as long as the batteries are of the same brand.
For example a box of Zenipower size 13 and a box of Zenipower size 312 will be calculated as 2 boxes of Zenipower batteries. The price will be correctly calculated on your cart.
You can mix the sizes as long as the batteries are of the same brand.
For example a box of Zenipower size 13 and a box of Zenipower size 312 will be calculated as 2 boxes of Zenipower batteries. The price will be correctly calculated on your cart.
No. You do not pay for shipping or rural delivery. From North Cape to Stewart Island and even the Chatham Islands. No delivery charges applies!
There are a few possibilities why your credit card has been declined:
Banking issues:
For all these please contact your bank.
Input errors:
- Not enough funds on your card
- Exceeded the credit limit amount
- Card has not been activated - Some banks need you to activate your card prior to first use.
For all these please contact your bank.
Input errors:
- Incorrect number - The numbers you typed in are incorrect. Have a close look at the numbers on your card.
- Incorrect security numbers - You typed in the wrong number from the back of the card. The ones you need are the last 3 digits on the white strip on the right side of your signature. If the numbers are on the left side of your signature, you are holding the card upside down (typing 9 instead of 6 for example). The numbers on the back of the card change every time you get a new card. Typing numbers from your previous card instead of the new one will result in the card being declined.
- Wrong expiry date - Typing in the ‘valid from date’ instead of ‘valid to date’ is also a common mistake.
No. We send an order only to one address. If you want to split an order you will need to create two separate orders. Any discounts are calculated on individual orders only.
Yes. Please indicate this on the delivery notes when you place the orders. For example ‘Please combine this order with the order for Mrs Smith’
Please email us as soon as possible to info@hearnz.co.nz with your name and customer number and a note to explain what the mistake was (such as wrong size batteries etc.)
If the order has not been processed - we will amend your order.
If the order has already been processed - you will need to courier your order back to us. Once we receive the order back we will invoice you for the extra handling and courier fee (minimum $15). Once paid we will amend your order and send the correct product to you. Please note: delay might be caused due to clearance of funds. We will only accept back products received in the condition sent to you. Any open boxes of batteries will NOT be replaced.
Please accept our apologies.
Please email us as soon as possible to info@hearnz.co.nz with your name and customer number and a note to explain what the mistake was (such as wrong size batteries etc).
We will send the correct order and a courier bag for the return of the incorrect products.
Please note: If the product sent is the product on the invoice it means you ordered an incorrect product. In this case please refer to the question : What happens if I made a mistake on my order? (the question above this one).
Please email us as soon as possible to info@hearnz.co.nz with your name and customer number and a note to explain what the mistake was (such as wrong size batteries etc).
We will send the correct order and a courier bag for the return of the incorrect products.
Please note: If the product sent is the product on the invoice it means you ordered an incorrect product. In this case please refer to the question : What happens if I made a mistake on my order? (the question above this one).
We dispatch most orders on the day they are placed as long as it is on a working day (Mon-Fri) and before 2.00pm. Orders placed outside those hours will be dispatched the next working day. Delivery is usually within two working days. Rural deliveries might take a bit longer. You can trace your parcel by clicking on the ‘Trace my order’ link on the email we sent you on dispatch.
Your order goes through three stages:
Paid – Once you complete the payment your order’s status will be ‘Paid’. You will receive an email advising you the order was placed.
Processed – your order status changes to ‘Processed ‘once we have printed and packed your order. You will not get an email regarding this; however logging online you will be able to see the status of your order has changed.
Dispatched – once our courier picks your order up from our office, it is scanned. The status changes to ‘Dispatched’ and an email will be sent to you advising of this. The email will include a link and a tracking number so you can trace your order. If you click on the link you will get onto the courier website, which will show where your order is.
Most orders will be delivered within the next two working days. Rural deliveries might take a bit longer.
Paid – Once you complete the payment your order’s status will be ‘Paid’. You will receive an email advising you the order was placed.
Processed – your order status changes to ‘Processed ‘once we have printed and packed your order. You will not get an email regarding this; however logging online you will be able to see the status of your order has changed.
Dispatched – once our courier picks your order up from our office, it is scanned. The status changes to ‘Dispatched’ and an email will be sent to you advising of this. The email will include a link and a tracking number so you can trace your order. If you click on the link you will get onto the courier website, which will show where your order is.
Most orders will be delivered within the next two working days. Rural deliveries might take a bit longer.
We scanned your parcel as dispatched. This is the reason you got the email, however the courier has not yet scanned the parcel as picked up (some packages only get scanned by the courier once delivered to the courier depot). Please give it more time and check again. If your parcel still does not show on the courier website two hours after you received the email, please reply to the email to let us know that the parcel has not yet scanned as picked up.
Yes. Click on the ‘Tracking my parcel’ link on the email sent to you when your order was dispatched. Once you are in the courier website you can click on ‘update me’ option and follow the instructions.
Certainly. Simply log into your account on our website and look at any of your previous orders. You can re-print any of those. Alternatively you can check the link sent to you on the email confirming the order has been placed or the email showing your order has been dispatched.
There is a minimum order of $40 on our website. This is due to the fact that we do not charge for shipping. We send all our orders by courier.
Please log into your account using your old email address.
Click on 'My Account'.
You can then change your email address.
If you also forgot your password, please email us on info@hearnz.co.nz quoting old email address and new email address and request a new password. We will change your email address for you and give you a temporary password.
Click on 'My Account'.
You can then change your email address.
If you also forgot your password, please email us on info@hearnz.co.nz quoting old email address and new email address and request a new password. We will change your email address for you and give you a temporary password.
It is your responsibility to check the details on your order are all correct.
Please check your address is correct and also that you ordered the correct products.
We dispatch the exact products to the exact address as per the invoice.
We do not change any details on the invoice therefore it is up to you to check these are correct.
If you made a mistake please contact us immediately and we will endeavour to correct any mistakes as long as the parcel has not left our premises yet.
Please check your address is correct and also that you ordered the correct products.
We dispatch the exact products to the exact address as per the invoice.
We do not change any details on the invoice therefore it is up to you to check these are correct.
If you made a mistake please contact us immediately and we will endeavour to correct any mistakes as long as the parcel has not left our premises yet.
Shipping address:
If you want to change the shipping address (only for the current order):
Once proceeding to the checkout, simply type in the address you wish the order shipped to in the shipping address prior to proceeding to payment. This only changes the address for that order, not any future orders.
It is not advisable to leave your permanent address and only type the other address in the Delivery Instructions as this will result in both showing.
The delivery notes are more for instructions such as "the brick house in the corner" or "please leave by front door" for example.
Permenent address:
If it is a permanent address change (you moved house for example), please change your address by clicking on 'My Account', changing it there and clicking on Save changes.
If you want to change the shipping address (only for the current order):
Once proceeding to the checkout, simply type in the address you wish the order shipped to in the shipping address prior to proceeding to payment. This only changes the address for that order, not any future orders.
It is not advisable to leave your permanent address and only type the other address in the Delivery Instructions as this will result in both showing.
The delivery notes are more for instructions such as "the brick house in the corner" or "please leave by front door" for example.
Permenent address:
If it is a permanent address change (you moved house for example), please change your address by clicking on 'My Account', changing it there and clicking on Save changes.
About our batteries
Many people use two different size batteries. There are also couples who both use hearing aids with different size batteries. We designed this website so you can take advantage of the greater discounts we provide regardless of battery sizing.
You can mix the sizes as long as the batteries are of the same brand.
For example a box of Zenipower size 13 and a box of Zenipower size 312 will be calculated as 2 boxes of Zenipower batteries. The price will be correctly calculated on your cart.
You can mix the sizes as long as the batteries are of the same brand.
For example a box of Zenipower size 13 and a box of Zenipower size 312 will be calculated as 2 boxes of Zenipower batteries. The price will be correctly calculated on your cart.
We get fresh stock on a regular basis. and do not keep stale stock. Most of our batteries have a shelf life of 2-3 years.
Unfortunately all hearing aid batteries start losing their capacity once the sticker is removed.
Re-applying the sticker does not stop this from happening.
Yes. During really cold months you might find you need to blow on the back of the battery you are about to place into your hearing aid in order to activate it.
Hearing aid batteries use zinc-air technology and are dependent on oxygen permeating the battery to activate it. There is also a lot more moisture in the air which can condense into your battery so it will take a lot longer for your battery to warm up.
Hearing aid batteries use zinc-air technology and are dependent on oxygen permeating the battery to activate it. There is also a lot more moisture in the air which can condense into your battery so it will take a lot longer for your battery to warm up.
How long is a piece of string? As a rule of thumb, the larger the battery the longer it lasts just because it has larger capacity. Other variables you need to take into account are:
The hearing aid itself - Some take more power out of a battery than others.
The condition of the aid - well maintained aids prolong the life of the battery. For example wax blockage means you need more power from the battery in order for the sound to get through the blockage.
How many hours per day you use the hearing aid - some people wear their aids only when going out. Others might sleep with the aids on. Logically those who use the aids less will find they replace the batteries less frequently than those who use them more.
The hearing aid itself - Some take more power out of a battery than others.
The condition of the aid - well maintained aids prolong the life of the battery. For example wax blockage means you need more power from the battery in order for the sound to get through the blockage.
How many hours per day you use the hearing aid - some people wear their aids only when going out. Others might sleep with the aids on. Logically those who use the aids less will find they replace the batteries less frequently than those who use them more.
Unfortunately we do not sell batteries for those devices. Best to call the company you purchased the device from.
About HearNZ
Yes. Hear NZ is a New Zealand owned, based and operated company.
We are based in Auckland.
Sorry. We provide online service only.
We use Courier Post, which is part of New Zealand Post and yes they do deliver to post office boxes.
Yes. Please feel free to email us at info@hearnz.co.nz with any suggestions or queries.
How to get the best out of your hearing aid and batteries
The short answer is to keep your hearing aid well maintained.
Use a drying kit to draw moisture out of the aid during the night.
Use a tool set to clean out any wax residue.
Use a drying kit to draw moisture out of the aid during the night.
Use a tool set to clean out any wax residue.
Best to store the aid in the drying kit to help draw out the moisture in and around the aid’s components.
No. The best conditions for the batteries are a dry cool place, but not in the fridge.
About hearing aid accessories
A drying kit is great for prolonging the life of your aid and saving on the cost of the batteries.
The ear has a moist environment. Moisture and electronics is not a good combination and using the drying kit will draw moisture from your aid thus prolonging the life of your aid.
Have a look at the information and instructions for the kits under the product itself.
The ear has a moist environment. Moisture and electronics is not a good combination and using the drying kit will draw moisture from your aid thus prolonging the life of your aid.
Have a look at the information and instructions for the kits under the product itself.
Special hearing aid battery testers are a good idea. Some aids omit a sound when the battery is low, others also omit the sound when the aid’s programme changes. This is confusing as one does not always know when the battery needs changing. Testing your battery will ensure you do not throw away a battery before it is depleted. Make sure you use a tester specifically for hearing aid batteries as they are different than normal batteries. You can search for hearing aid battery testers under ‘Accessories’ on the top menu.
Caution: Batteries with the tabs on may appear flat. In order to test the battery you will need to remove the tab, however removing the tab activates the battery. Make sure you then use the battery as re-applying the tab does not stop the battery from running flat.
Caution: Batteries with the tabs on may appear flat. In order to test the battery you will need to remove the tab, however removing the tab activates the battery. Make sure you then use the battery as re-applying the tab does not stop the battery from running flat.
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