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Ultimate Ears Update

by UEPro Admin

UPDATED April 7th, 2020

To support local efforts on social distancing, beginning Saturday, March 14, Logitech closed our offices in California, including our production facility in Irvine, CA. Logitech employees and contractors will continue to work from home.

We are committed to supporting the Ultimate Ears community and will fulfill orders, including Fitkits, to the best of our ability during this time. We will keep you updated, including the exact date the office will reopen.

Please contact us with any questions or concerns at uecustomhelp@logitech.com


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

Q: What should I do with my Fitkit?

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?

Due to our office closure, shipping time for Fitkits has been affected. We are doing our best to have Fitkits shipped as soon as possible. We will send out emails to keep you updated, including tracking when your Fitkit ships. Our apologies for the inconvenience.

 

Q: Are you still taking orders?

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?

For all return inquiries, please reach out directly to UEcustomhelp@logitech.com to initiate the return process and receive detailed instructions.

 

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

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?

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?

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?

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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