Orders FAQ

The best way to order a HeartMath product is to choose and order it directly from the online store at:  https://store.heartmath.com/ Secure Online Shopping: Our online shopping offers industry-standard SSL-encryption and is fully guaranteed. Methods of Payment: VISA, AMEX, Discover, MasterCard PayPal Apple Pay Google Pay Sezzle (3rd party payment plans) Terms only on pre-approved accounts For assistance in placing an order: Email: orders@heartmath.com Fax: 831-338-9861 Toll-free: 800-450-9111 (Mon - Fri 9 to 5:30 Pacific Time) Telephone: 831-338-8700 Mail: HeartMath Order Department 14700 West Park Avenue Boulder Creek, CA 95006 PLACING ORDERS AND SHIPPING: Orders are placed through our Web Store: www.store.heartmath.com You are not required to set up or sign into an existing account to place an order (use Guest Checkout). However, if you are a trainer, reseller or using a targeted promotional code, login is required to recognize your status and activate applicable discounts. At any point while placing an order or after placing the order you can reach out to support@heartmath.com via an email to get any issue addressed. You can also reach customer support over phone on 1-800-450-9111 between 9 am and 5 pm PT. ORDER AND SHIPPING CONFIRMATION You will receive an email confirmation once an order has been successfully placed, which will include the order number, payment info, billing / shipping address and shipping method. Please make sure all the details are correct such as the item number, quantity, shipping address etc., as we are unable to redirect goods once they are in route. Orders are processed and shipped within 2 business days of receipt. Once the order is prepared for shipment, you will receive a shipping confirmation email with shipping address and tracking information, as applicable. For orders shipping outside the US, we provide the ability for you to pay in your local currency, access low shipping rates and have fully landed costs (VAT, Duties/Taxes) calculated and collected at checkout. Our webstore’s Geo-Locator will recognize and auto select the country the order is being placed from, but if using a VPN or drop shipping to a different country, it is advisable to change the “Ship To” Country selector in the upper left-hand corner to the destination country for accurate landing cost calculations. NOTE: When using this service, you are strictly limited to no more than 4 devices containing Lithium-Ion Batteries and only 2 units per package. Orders for 3- or 4-units containing Lithium-Ion batteries will be shipped in two boxes. If you are a reseller needing to order and ship larger quantities of items containing Lithium-Ion batteries, you can either place multiple orders of 4 devices each or switch the country selector to USA and use the regular bulk quantity shipping options which will not display local currencies or calculate and collect Duties and Taxes. In this scenario, import duties and taxes will apply upon delivery of orders. These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on several factors, such as:

• Country/location of origin of the purchased product
• Local VAT rates
• Local import taxes

WHERE WE SHIP We currently ship from our warehouses in Boulder Creek, California and Rockwall, Texas to over 100 countries. We offer Free domestic ground shipping within the continental U.S. for orders over $49. Faster delivery options are available for a fee. We offer low-cost express shipping rates on international orders. Shipping Duration: U.S. Free Standard Shipping: 3-7 days transit. Please note that order processing may take up to 2 business days after the order is placed for standard shipping. Priority shipping: 1-3 days transit. The shipping cost is calculated at the time of placing the order. CANADA Standard International: 5-7 days transit. The cost is calculated at checkout. Please note that order processing may take up to 2 business days after the order is placed for standard shipping. INTERNATIONAL ORDERS International Trackable: 7-21 days transit. Fully landed cost is calculated and collected at checkout. Please note that order processing may take up to 2 business days after the order is placed for standard shipping. TAXES WITHIN U.S. Applicable sales tax will be charged. Taxes are calculated according to shipping destination and itemized on the Order Summary page. TAXES/ DUTIES FOR INTERNATIONAL ORDERS As an International customer, you can shop in your local currency and make use of our improved international shipping rates as well as prepay all duties and taxes at the time of checkout.

• Our guaranteed landed cost shipping service allows you to prepay all taxes in local currencies and there will be no additional charges when you receive your order.
• All you need to do is prepay the duties/taxes at checkout.

What is my order status? You can track the status of your order at anytime by logging into the HeartMath Store and click on - Account. Click here to Login and track your order. From your Account, you can see any of your orders, the status of that order and any associated tracking numbers. RETURN POLICY Returns on eligible items are accepted within 60 days of order date. Items must be returned in their original packaging. To return an item, please contact: support@heartmath.com Please remember to include your order number for faster service. RECEIVING A REFUND A refund will be issued once we have received the returned items. Any items that are damaged when we receive them are not eligible for refund. Refunds do not include any shipping or handling charges, except in the case of faulty or damaged items. Refund will be credited to the original form of payment used for the original transaction. Please note that credit card refunds may take 7 to10 business days for the bank to complete, depending on their processing times. REPLACEMENT POLICY: HeartMath Technology products are covered under a Technological Warranty for a period of one year against damage or defects. Loss of device after being delivered is not covered under warranty. We also provide optional extended warranty covering accident protection for 1 year, 2 years and 3 years that you can purchase while placing an order for the product. CONTACT INFORMATION If you have any questions, please contact HeartMath at support@heartmath.com. You can also reach customer support over phone at (800) 450-9111 between 9 am and 5 pm Pacific Time.

Frequently Asked Questions:

I can’t sign into my account, what should I do? If you receive a message that says your email address/password isn’t recognized, follow the steps below:

• Make sure you are using the same email address and password you registered with – you may have more than one account so please check.
• Check that you don’t have your caps lock on in error and / or are using any special characters that you chose correctly.
• If you can’t remember your password click on the ‘forgot password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.
If you still can’t sign in, please contact Customer Support at (800) 450-9111 or support@heartmath.com giving as much detail as you can about the issue. Can I cancel my order? Cancellation request should be made as soon as possible before an order has been shipped. If an order has not been shipped, we are able to cancel the order. However, we may not be able to cancel an order once it has been shipped. In such instances you can return the package once you receive it and we can then process a refund to your account. Why was my order cancelled, I did not request for cancellation? There are various reasons why an order may have been cancelled such as:
• Unverified information
• Payment declined
• Tech issues
• Incorrect address
Sometimes an order does not process – this could be due to two possible reasons:
1. The time lapse between ordering the item and confirming payment
2. And sometimes due to technical reasons
To prevent this from happening again, we request that once the item is selected you proceed to payment confirmation as soon as you can. Credit Card Payments We only charge your credit card once the order has been submitted, so if your order has been cancelled, you will be refunded or the payment will be voided. PayPal Payments Payments made via PayPal are immediate, so if an order was cancelled, a refund will have been issued. Can my delivery address be changed? If your order has not yet shipped, then we should be able to update your address, so long as the delivery country/location remains the same. If the delivery country/location needs to be changed, then the order must be cancelled and resubmitted due to customs/duties/tax calculations. To make delivery address changes, call Customer Support at (800) 450-9111 or email support@heartmath.com immediately. Can I add an item to my order? We are unable to change orders once they have processed through our system. Regrettably this means we are unable to add an item to your order. If you wish to purchase an additional item, please place a new order. Can I remove an item from my order? Our system processes orders immediately, which means we’re unable to change orders. Regrettably this means we are unable to remove an item from your order. If you no longer require any of the items ordered, you may return them to us for a full refund. For more information on how to return your order please reach out to support@heartmath.com Can I change my billing address? For your financial security, we are unable to make any changes to the billing details after an order has been placed. If you have received an order confirmation, then your order is processing and should ship to you very soon. Once shipped, you will receive an email containing tracking information for your reference. Can you change the amount on my invoice? We are unable to make any changes to invoices. We are required by law to indicate on all commercial invoices and official documents, full and accurate details of the order including price. Can I upgrade my shipping to Express? We are unable to change orders once they have processed through our system. Regrettably this means we are unable to change the shipping method selected at the time an order is made. Where is My Order? It can take between 1-2 business days (not including weekends and national holidays) for us to prepare a package for delivery. This is applicable across domestic and International Orders. Once your order ships, you will be sent an email containing tracking information. To track your order, please click on the link that has been sent to you via an email. Alternately you could check for the details on your HeartMath account. Or, click on the link: Where’s my order? at the top of the page. Tracking Instructions - Sign in to your account: If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation. The investigation to locate a package may take few days. If for any reason it is determined the parcel is lost in transit you will be issued a full refund or a replacement can be sent once you confirm the shipping address. My package is not moving on the tracking link Courier Deliveries: Standard couriers can take up to 48 hours to generate information to their tracking website and updates are not continuous. If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation with the shipper. Why did my order not ship? It can take between 1-2 business days (not including weekends and U.S. national holidays) for us to prepare a package for delivery. Once your order ships, you will be sent an email containing tracking information. My tracking shows delivered, but I don’t have my package. If the tracking indicates that the package has been delivered, we request that you check with a member of your household or a neighbour, as perhaps one of them collected or signed for the package. If there is no sign of the package, please contact us so that we can open an investigation. What happens if I’m not home to accept my delivery? If you are not in when your parcel arrives, the courier will usually try again, or will leave a card with details on how to pick up your order or rearrange delivery. How long does it take to deliver to my country/location? Delivery times depend on:
• Destination country/location
• Shipping method selected
You can choose between different shipping options at our checkout. An estimated delivery time and cost will be displayed for each option. There is no guaranteed delivery date for orders sent via postal services. We aim to meet the delivery times quoted but during busy periods, deliveries may take a little longer. Occasionally circumstances beyond our control, such as extreme weather conditions or customs inspections, can result in delivery delays. My package has been - Returned to Sender Please click on the flag icon on our homepage and select your delivery country/location. Shipping costs are calculated automatically at checkout and depend on:
• Destination country/location
• Size/weight of the package
• Shipping method selected
We offer several different shipping methods including standard and express. The prices for each available option will be displayed at checkout. Product inquiry: I received a damaged item In order for us to follow up with our shipping partner, we kindly ask you to send photos to support@heartmath.com:
• The damaged item
• The inner and outer packaging
I received an incorrect item in my order. Please share the details of the package received.
• The packing slip enclosed with the order.
• The product received.
Be assured that as soon as we receive this information, we will follow up to resolve this issue and send replacements as applicable. I received a faulty /defective item Please contact Customer Support to help you troubleshoot the issue and have it addressed. If the device is found to be faulty within the warranty period, a replacement will be sent. Refunds: How can I return an item? If you would like to return an item, you can contact our customer support team within 60 days from the date of purchase. Customer support will provide a Return Authorization (RA)# and a shipping label, along with instructions to return your order. The item(s) must be sent back using a trackable shipping method. I made a return and have not been refunded. For returned items, it can take up to 7 to 10 business days after receiving your return for the funds to credit back to your original payment method. Should your refund not be processed within the 14 business days, please contact us with the tracking number for the returned package so that we can investigate further. Credit Card Refunds Please allow up to 7 business days for the funds to credit back to your payment method. PayPal Refunds These are usually immediate, so if you have received confirmation that a refund was issued but do not see it in your account, please contact us by sending an email to support@heartmath.com