Managing Your HeartMath Order: Shipping, Returns, & Cancellations
Shipping, Returns, and Order Cancellation Policy
We understand that you may have questions about your order after it's been placed. This guide provides comprehensive information on shipping, making changes to your order, and our return process. Our goal is to make your experience as smooth as possible.
Shipping Information
Order Tracking & Status
Once your order is shipped, you will receive a shipping confirmation email containing your tracking number. You can also check your order status by logging into your account on our website. If you haven't received a confirmation email, please check your spam or junk folder before contacting support.
International Shipping
We are happy to ship our products to customers around the world. Here are a few key details for international orders:
- Shipping Origin: All orders, including those to the EU, are shipped from our facilities in the United States (Boulder Creek, California, and Rockwall, Texas).
- Carriers: We use carriers like UPS and USPS for international deliveries, including to countries like Turkey.
- Customs, Duties, and VAT: Please be aware that international orders may be subject to customs fees, duties, or VAT upon arrival in your country. These charges are the responsibility of the recipient and are not included in the shipping cost unless specifically collected at checkout. We cannot provide estimates for these fees, so we recommend contacting your local customs office for more information.
Expedited Shipping & Local Purchases
We offer expedited shipping options for faster delivery. You can view the available options, transit times, and costs during the checkout process. Please note that HeartMath products are sold exclusively through our official online store. We do not have physical stores or authorized third-party retailers for local purchases.
Making Changes to Your Order
We process orders quickly to ensure you receive your products as soon as possible. Because of this, our ability to make changes is limited once an order has been placed.
- Changing Shipping Address or Correcting Email: If you need to change the shipping address or correct a mistake in your email address, please contact our Customer Support team immediately. Once an order begins processing or is in transit, we are unable to change the address.
- Adding Items to an Order: Our system does not allow for items to be added to an order that has already been placed. A new order would be required for any additional items.
- Cancelling an Order: To request a cancellation, please contact Customer Support as soon as possible. If the order has already shipped, you will need to follow the return process once you receive it.
- Gift Orders: If you are shipping an order directly to a client or as a gift and wish to exclude paperwork, please specify this in the order instructions at checkout or contact our support team for assistance.
Returns & Refunds
We offer a 60-day satisfaction guarantee on our products. If you need to make a return, please follow these steps.
Return Policy
- You can return eligible devices within 60 days of the order date.
- Products must be in their original packaging and in undamaged condition to be eligible for a refund.
How to Start a Return
To initiate a return, please email our Customer Support team at support@heartmath.com with your order number. We will provide you with a Return Authorization number and a shipping label to send the product back to us.
Refund Process
Once we receive your returned item and confirm its condition, a refund will be issued to your original method of payment. Please allow for standard processing times for the refund to appear on your statement.
How to Contact Us
For any assistance with your order, including changes, cancellations, or returns, please contact our Customer Support team. Be sure to include your order number for faster service.
- Email: support@heartmath.com
- Phone: 1-800-450-9111