Shipping Policy

Last updated: September 22, 2026

This policy applies to orders placed directly on nilohearing.com. NILO is operated by WS AUDITION.

1. Where we deliver

We deliver to the U.S. destinations available at checkout. Enter your complete delivery address to see the delivery options available for your order.

If your address is not accepted or no delivery option appears, please contact us before placing an order. We do not currently offer delivery outside the United States and its territories.

2. Shipping charges

Standard shipping is free for orders containing NILO Air or NILO Pro hearing aids to supported U.S. destinations.

For orders containing only accessories, any shipping charge is displayed at checkout before payment.

Additional delivery options, if offered, and their prices are shown at checkout. Applicable sales tax and any other charges collected by NILO are disclosed before you place your order. We will not add a shipping charge to an accepted order without your agreement.

3. Preparation, shipment and delivery timing

Please review the shipment and delivery information displayed on the product page or at checkout before ordering. Order preparation and carrier transit are separate stages: a transit estimate stated as “after shipment” begins when the package is handed to the carrier.

We will ship within the timeframe stated when you order. If no shipment timeframe is stated, we will ship within 30 calendar days after receiving a properly completed order. This is the default shipment deadline when no other timeframe is stated, not an estimated delivery time.

If we cannot meet the applicable shipment deadline, we will notify you before that deadline, provide a revised shipment date if available, and give you the choice of agreeing to the delay or canceling for a prompt refund. If we cannot provide a revised date, we will explain that in our notice.

If you decline a delay, or do not provide consent where required, we will cancel the affected unshipped items and promptly refund the amounts paid for those items and any associated shipping charges. We will not require you to accept store credit.

Carrier estimates can be affected by circumstances such as severe weather or service disruption. Contact us if your delivery is delayed so we can investigate. This does not remove your rights under applicable law.

4. Tracking your order

When your order is dispatched, we will email a shipping confirmation with tracking information. Tracking updates may take time to appear after a label is created.

Creating a shipping label does not, by itself, mean the carrier has received your package.

If you cannot find your shipping confirmation or need help understanding a tracking update, contact us with your order number.

5. Address corrections and delivery difficulties

Check your delivery address carefully before placing your order, including any apartment, suite or unit number.

If you need to correct an address or request cancellation, contact us as soon as possible. We will try to help, but changes may no longer be possible once shipment has been arranged. Your applicable return and other consumer rights remain available.

If a package cannot be delivered or is returned to the sender, contact us so we can review the situation and explain your options. Any proposed additional charge for redelivery will be disclosed for your agreement before it is incurred.

6. Missing, damaged or incorrect deliveries

Contact us if your package has not arrived, tracking shows delivery but you cannot locate it, or you receive a damaged, incorrect or incomplete order.

Please provide your order number and a description of the issue. Photos of the item, shipping label and packaging can help where practical. Keep the packaging while we investigate if possible.

We will work with you and the carrier to resolve the issue and arrange a replacement or refund where appropriate under our policies and applicable law. A tracking scan alone does not prevent you from reporting or disputing non-delivery.

There is no special short reporting deadline in this policy that removes your legal rights, although contacting us promptly helps us investigate.

7. Your home trial and returns

Your 45-day home trial begins on delivery, not when you place the order or when the shipping label is created.

Return eligibility, return-label charges, refund timing and the treatment of original delivery charges are explained in our Returns & Refunds policy.

Please contact us before sending a return. We will provide the appropriate instructions and return address. Do not send products to our registered office or to Shopify.

8. Contact

For help with shipping or delivery, contact:

NILO — WS AUDITION
Email: contact@nilohearing.com
WhatsApp: +1 (940) 618-1889

Please include your order number if you have already placed an order.

The delivery terms provided when you place your order apply to that purchase. Later updates to this policy do not reduce your rights for an existing order. Nothing in this policy limits mandatory consumer rights.