FAQ

Billing

No. After purchasing a product or accessory from our online store, you will receive an “Order Processing” email with a summary of your purchase and a credit card processing statement. From there, we will process your credit card the day your product and/or accessory ships. Once your credit card is processed, we will send you an “Order Complete” email receipt with your order, tracking, and billing information and a notification saying that your credit card was charged successfully.

Yes. Credit cards are charged immediately after completing an online purchase of any subscription.

We do not provide the option to charge directly from a bank account. We only allow credit card purchases from the online store at this time.

If a credit card fails to process, we will contact you requesting a valid credit card number. Any products or accessories that are part of your order will not be shipped until your payment is processed successfully.

If you purchase a cloud subscription, we will process your credit card every month starting the day you purchase the subscription. If a card cannot be processed during one of the monthly billing cycles, we will disable your subscription and contact you asking you to update your credit card information in your account. Once this information is updated and the credit card is processed successfully, we will re-enable your subscription.

Log into your account by clicking “My Account” at the top right corner of our site. Once you are logged in, click “Payment Methods” located on the sidebar. From here, you can update any saved credit cards or add new credit cards.

Shipping and Returns

U.S. Domestic:

UPS Ground

International:

UPS Standard, UPS Worldwide Express, UPS Worldwide Express Plus, UPS Worldwide Expedited Standard, UPS Worldwide Saver

Yes. Once we ship your order, you will receive an “Order Complete” email with your tracking number and a link to the UPS tracking page.

Note: The following lead times are just estimates and may be subject to change. If you would like, you may Contact Us before purchasing to receive a lead time estimate for what you would like to purchase.

Accessory orders generally ship 1 business day after they are purchased.

A single D-Check generally ships within 2 business days of purchase.

A single SMART TONE Audiometer generally ships within 1 business week of purchase.

Orders for multiple accessories and/or products, including SMART TONE packages, may take longer.

To find out the transit duration for an order, go to the UPS Grounds Maps, select your estimated shipping date, type “55415” in the “Zip Code” text edit box, then select “Shipped from this ZIP code.” Click “Submit” to see a transit map for your order’s estimated transit duration.

No returns will be accepted by the Seller unless return authorization is given in writing. Claims for warranty service must state a verifiable reason for the claim.

Seller will accept returns for unused goods in resaleable condition within 30 days of the invoice date. The determination of what items are new and are resaleable is made solely by Seller. Returns of uncalibrated items are subject to a 10% restocking charge, and returns of calibrated items are subject to a 25% restocking charge.

For return authorization, Contact Us.

Unless a separate warranty statement is made in the documentation included with the product, the warranty for new products is for a period of one year from date of invoice, and covers parts and labor to make the product functional. It does not include incoming or outgoing freight, or any labor incurred at the site of use. Any parts repaired or replaced are warranted for the remainder of the warranty period, or 30 days from date of invoice, whichever is longer. Fixed-price repair services where parts are not separately billed may use reconditioned parts.

Orders for repairs are warranted not to fail for causes related to the repair performed for a period of 30 days from date of invoice. Any failure for an unrelated cause is not warranted. The warranty covers parts and labor to make the product functional. It does not include incoming or outgoing freight, or any labor incurred at the site of use.

For warranty service or repair service, Contact Us.

We can ship to and take orders from anywhere in the world via phone call.

Our online store can handle domestic and most international orders with the exception of Canada and South Africa.

If you are unable to purchase from our online store, please call us at (612) 548-5556 to inquire about and/or purchase any of the products found in the store catalog. 

SmartMove Cloud Subscriptions

New SmartMove Cloud subscription charges are processed within 2 business days. Once your card is processed successfully for a SmartMove Cloud subscription, we will send you a “Subscription Activation” email with activation instructions, a confirmation code, and a link to a profile creation form. Once you enter the confirmation code into the form and fill out the rest of your information, including a username and password, you will be able to log into SmartMove Cloud right away.

You will receive a Read-Me-First card in the box along with your SMART TONE audiometer. Along with SMART TONE installation instructions, this card will include a confirmation code, an account creation form URL, and instructions about how to create your SmartMove Cloud Free account. Follow these steps to create your SmartMove Cloud Free account.

You will be charged a monthly fee starting on the day you purchased SmartMove Cloud. The recurring charge will be on the same day in subsequent months.

For example, if you purchase SmartMove Cloud on October 25th, your first payment will be processed within 2 business days of your checkout and your next payment will be due November 25th.

You will receive an “Order Processing” and an “Order Complete” email each month to confirm your monthly payment.

No. We do not allow you to downgrade SmartMove Cloud subscriptions at this time.

Since you prepaid for 24 months of SmartMove Cloud, we will deduct the prepaid monthly amount of $18.54 per month from your Premium account and charge $41.41 per month for the remainder of your prepayment duration. 

After your Cloud 24 account expires, we will begin charging you $59.95 per month for your SmartMove Cloud Premium account.

Since you prepaid for 60 months of SmartMove Cloud, we will deduct the prepaid monthly amount of $16.58 per month from your Premium account and charge $43.37 per month for the remainder of your prepayment duration. 

After your Cloud 60 account expires, we will begin charging you $59.95 per month for your SmartMove Cloud Premium account.

You can terminate your subscription by calling Smart Diagnostic Devices at 612-548-5556.

No. All Cloud 24 and 60 products purchased from a dealer are final. If you terminate a Cloud 24 or 60 subscription before the subscription expires, you will not receive a refund for the unused time of your subscription.

No. All monthly fees are final. Whenever you pay a monthly fee, you are paying for the next month of service. If you would like to terminate your subscription before your paid month of service is complete, you may inform us and we will terminate your subscription at the end of your current month’s billing cycle.

Note: The following information can be found in the SmartMove Cloud BAA.

Upon notification and authorization of Account Termination, the Smart Diagnostic Devices Site Administrator will send an email to the Customer/Owner of the account; stating that their account access will be disabled 30 days after the termination date. The account owner can use this time to offload/download their data during that 30-day window.

At 30 days, the Smart Diagnostic Devices Site Administrator will send an email notice to the account owner; stating that their account has been disabled. If the account owner has not offloaded/downloaded their data prior to this date, they will now need to contact the Smart Diagnostic Devices Site Administrator to set up a date and time for the account owner to retrieve their data. A warning will be included stating that the account data will be purged within 90 days from the date of termination. At 90 days from the termination date, the data will be purged from the account and Customer will no longer have access, nor will Smart Diagnostic Devices have the ability to retrieve or provide any Customer data (however, it may not be purged from site backups until an additional 365 days has elapsed), subject to the following limited exception: PHI directly related to Customer support requests previously submitted to Smart Diagnostic Devices support may not be purged for up to five years from Account Termination.

As such, (i) Smart Diagnostic Devices will extend the protections of this Agreement to such PHI and limit further uses and disclosures of such PHI to those purposes that make the return or destruction infeasible, for so long as Smart Diagnostic Devices maintains such PHI; and (ii) Customer will comply with its obligations under this Agreement with respect to any PHI retained by Smart Diagnostic Devices after the termination or expiration of this Agreement. This section will survive any termination or expiration of this Agreement.

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(612) 548-5631