Covid Impact FAQ

Due to recent office closures, our turnaround time for processing orders is delayed. We apologize for any inconveniences this may pose and appreciate your patience during this unprecedented time. 



Q: What should I do with my Fitkit?

A: If you still have your Fitkit and haven’t yet sent it back to us, you can either hold onto it until we notify you that our facilities are back up and running or you can contact our support team at uecustomhelp@logitech.com to request a new shipping label that will route your Fitkit to a UPS holding facility until we’re able to retrieve it. 

 

4/5/20 Update:

 

A: You can send your Fitkit back to us using the included prepaid shipping label. If you need a new label for any reason, please contact us and we can send you a PDF label to print at home. 

 

Q: I placed an order but my Fitkit hasn’t shipped. When can I expect it?

A: Due to our office closure, shipping time for Fitkits is delayed.. We are doing our best to have Fitkits shipped as soon as possible. We will notify you via email when your Fitkit ships.

 

  1. Are you still taking orders?

A: Yes, we are still processing orders, but due to current circumstances our production capacity is very limited. We expect delays in production and in shipping Fitkits. Our customer support team will follow up on each order placed with a better outlook on when the Fitkit will be shipped. 

 

4/5/20 Update:

A: Yes, we are still processing orders, but due to current circumstances our production capacity is limited. We expect delays in production and in shipping Fitkits. You will receive a confirmation email when your Fitkit ships. 

 

Q: Where do I return my monitors for a refund?

A: For all return inquiries, please reach out directly to UEcustomhelp@logitech.com to initiate the return process.

 

Q: I have my audiologist impressions where do I send them to?

A: Please reach out to UEcustomhelp@logitech.com and request a shipping label. This will allow us to route your impressions to the correct location and track delivery in our system for the quickest possible process. 

 

Q: I sent my order in for repair when can I expect it?

A: We are still processing repairs and working to ship them as quickly as possible, but we are not able to estimate delivery dates at this time. You will receive a shipping notification once your repair order ships. 

 

Q: My Fitkit tips were rejected, will you still be sending out another Fitkit?

A: Yes, as soon as we are able to resume regular Fitkit shipping we will send you new molding tips or a new Fitkit as needed. 

 

4/5/20 Update:

A: Yes, we will send you new molding tips or a new Fitkit as needed, but we may be delayed in sending them. 

 

Q: I need a Fit adjustment, will my 30-day return period be extended?

A: Yes, if your Fit Adjustment is initiated within the 30-day window, an extended 30-day return window will begin the day you receive your pair of corrected Ultimate Ears. 




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