Order & Shipping FAQs
How do I place an order?
There are a couple of ways to place an order. The most common method is to place an order directly online. Follow these simple steps:
- Visit shop.ekohealth.com.
- Click on the product you’re interested in.
- Once you’re on the product landing page, click ‘Add to cart.’ The item will now be in your shopping cart.
- Proceed to checkout by clicking on the shopping cart icon.
- Ensure the quantity and product is correct. Then click checkout.
- Please enter in your shipping address; shipping cost will be auto-calculated.
- Select your preferred delivery option.
- Enter in your card information.
- Enter in your billing information.
- Click ‘Pay Now’ once you’ve verified all the information is correct.
For any tax exempt requests or bulk purchases, please contact our sales team to get that process started.
How can I cancel my order?
- If you wish to cancel your order or change the shipping address, please send an email with the Subject Line “Cancel Order” to firstname.lastname@example.org. You can also try calling during our business hours 844-356-3384 and we will assist you.
- If your order has already shipped and you wish to cancel, we will either reroute the package (if possible) or you will be responsible to ship it back for a refund.
I just placed an order, how long does it take for my order to be fulfilled?
We try our very best to pack up your order and have it leave our warehouse within 2-3 business days. If your order is fulfilled after 1:30 pm, it will ship next business day. Please note that fulfillment time will vary depending on the volume of orders placed. Typically, we experience delays around the holidays, special promotions, or product launches.
Once my order is fulfilled, how long does shipping take?
For domestic orders: Your shipping options are listed on the checkout page and are as follows:
- FedEx 2Day: 2 business days by 4:30 p.m. to most areas, and by 8 p.m. to residences
- FedEx Standard Overnight: Next business day to most areas.
How can I update my shipping address?
- If your order has shipped and you need to change/correct the address, we will do our best to re-route it but cannot always guarantee it. If your order cannot be re-routed or has already been delivered to the incorrect address, you will be responsible for the following cost to re-ship your order (+ any additional shipping costs):
- $90 for DUO ECG + Digital Stethoscope
- $70 for CORE Digital Stethoscope
- $60 for CORE Digital Attachment
How can I track my order?
Once your order has been fulfilled, we will send you an email with your online tracking information.
My order is wrong! I am missing an item/I received the wrong product
We’re so sorry if this happened to you. We do our very best to make sure orders are packaged correctly. Please submit a ticket here with your order number and photo of all the products received and we will ship you the right items immediately.
My tracking states that my order has been delivered but I have not received anything! What can I do?
We’re so sorry about any inconvenience and understand this can be a very frustrating experience. Eko is here to help.
Please confirm the shipping address on the tracking and make sure to also check your surrounding area and with your neighbours. If you’re still unable to locate your parcel, please submit a ticket here. Eko will open an investigation with the courier on your behalf to locate your missing parcel. Please note that investigations can take up to 3 business days to conclude.
We will be happy to re-ship your order if needed and can only do so once the investigation closes.
Can you ship with Signature required?
Yes, we can! Submit a ticket here to make that request.
Can I schedule a pick up from Eko’s warehouse?
No, unfortunately we do not allow people to pick up orders at our warehouse.
My tracking has not updated in over 3 business days? What should I do?
We’re so sorry that your order is delayed. We understand that this can be a very frustrating experience. Eko is here to help.
Weather storms or big events can cause delays in different parts of the world that are outside of our control. We will be glad to call the courier on your behalf and send you updates as we hear from them. The best solution in these circumstances is to wait. If we’ve determined that the package is lost, Eko can look into re-shipping the order.
What clearances do Eko products have?
- FDA Cleared - Eko CORE, Eko DUO, and Eko Analysis Software are cleared by the FDA for sale in the United States.
- CE Marked - Eko CORE and DUO are CE Marked for sale within the European Union.
- Health Canada Approved - Eko CORE and DUO are Health Canada approved for sale in Canada.
- TGA (Australia) Approved - Eko CORE and DUO are TGA approved for sale in Australia.
- MDSAP Certified - Eko has been audited per the requirements of the Medical Device Single Audit Program (MDSAP).
- ISO 13485:2016 Certified - Eko maintains an ISO 13485 certified Quality Manufacturing System
- Learn more about Eko quality and regulatory here
What payment methods do you accept?
We accept major credit cards including VISA, MasterCard, AMEX, Discover as well as Paypal, Amazon Pay, and AfterPay
How does AfterPay Work?
You can choose to complete your order using AfterPay, which will charge you in 4 interest-free payments. For more information on how AfterPay works, please reference here.
Can I use my FSA/HSA card to purchase?
Yes! You can use FSA/HSA cards to complete your purchase online.
Are Eko stethoscopes FSA/HSA eligible?
Yes. Eko stethoscopes are FSA/HSA eligible. You can purchase from us directly and pay with an FSA/HSA card or you can file for reimbursement. You can also browse to see if our devices are listed on the FSA store here: https://fsastore.com/.
Can I use a gift card and pay off the remaining balance with another card on my order?
No, unfortunately orders must be paid off with one single transaction.
Can I use multiple promo codes on my order?
You may only use one discount code per order.
I’ve canceled my order. How long does it take to get my refund?
It can take between 1-2 weeks for us to process your refund once we receive your returned package. You will be notified with an email as soon as we process your refund. It can take up to another 5-7 business days for the refund amount to be reflected in your bank account.
LBL 218, Rev bB, June 2, 2021