Contact

Get in touch

We're Here to Help

Whether you have a question about your order, need help getting set up, or just want to know if Lucidity is right for you — we'd love to hear from you.

Email Us

contact@buylucidity.com

We respond to every email within 24 hours, Monday to Friday.

Response Time

Within 24 hours

Mon–Fri, 9am–5pm AEST. Weekend emails are answered first thing Monday.

Real People

No bots. No scripts.

Every reply comes from a real person on our support team who can actually help.

To help us get back to you faster, please include:

✓ Your order number (if you have one) — can be found in your confirmation email
✓ The email address you ordered with — so we can pull up your account quickly
✓ A brief description of the issue — the more detail you give us, the faster we can resolve it
✓ Photos (if applicable) — helpful for damaged items or fit issues

Common Reasons People Contact Us

📦

Where's my order?

All orders ship within 24 hours and arrive within 5–10 business days. You'll receive a tracking number by email once dispatched. If your tracking hasn't updated, email us with your order number and we'll look into it.

🔧

I need help setting up my Lucidity aids

No worries — most people are set up within 10 minutes. Tell us what's happening and we'll walk you through it step by step. Include which ear dome size you're using and what volume level you're on.

↩️

I'd like to return or get a refund

You have 45 days from delivery to decide. Email us with your order number and we'll send you a return address and instructions within 24 hours. Refunds are processed within 5–7 business days of receiving the return.

⚠️

My order arrived damaged or faulty

We're sorry to hear that. Email us within 48 hours with a photo of the damage and your order number. We'll ship a replacement at no charge — no need to return the damaged pair first.

🛡️

Warranty claim

Your Lucidity aids come with a 1-year warranty covering any technical defect or malfunction. If something stops working, email us with a description of the issue and your order number. We'll arrange a replacement.

❓

I have a question before buying

Not sure if Lucidity is right for your hearing loss? Want to know more about how the touch controls work, or whether they'll fit? Ask us anything — no pressure, no sales pitch. We'd rather help you make the right decision than make a quick sale.

Still not sure? Just email us.

No question is too small. We've helped thousands of people figure out if Lucidity is right for them — and we're happy to do the same for you.

Email contact@buylucidity.com

We reply within 24 hours, Monday to Friday.