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Order FAQ's


Do you have a money-back guarantee?

Yes, we offer a 60-day, 100% Satisfaction Guarantee. This means that if you buy a product from us and are unhappy with its performance for any reason, you may return it for a complete refund or credit within 60 days of the date of shipment. We also offer a 1 year warranty (from date of original purchase) against defects in manufacture on all emWave® products, CD’s, DVD’s, and videos. Click for more »

How do I know that it's safe to give you my personal information?

The Institute of HeartMath Store is "Hacker Safe" certified by ScanAlert and is tested daily. The only time it is safe to give your credit card or personal information and the only time we will ask you for these things is when you are on a secure page. You will notice that the URL you are on no longer starts with http:// but now starts with https:// – the "s" stands for secure. We never rent, sell or give out our clients’ information. Click for more »

Do you offer free shipping?

At times we will offer free shipping on selected items. Free shipping is via UPS Ground anywhere in the United States.  Note: These free shipping methods do not ship to P.O. Boxes, only to street addresses.
We usually ship within 1-2 business days.
We ship orders Monday to Friday, excluding holidays, via UPS and USPS – the United States Postal Service. Click for more »

What methods of payment do you accept?

We accept Visa, MasterCard, American Express, Discover and PayPal. Your card will be billed in U.S. Dollars. Click for more »

How do you handle back-ordered items?

If an item comes up as "Out-of-Stock," we have temporarily run out of it. You may however, still order the item. If you’ve ordered multiple items, we will hold your order if the out-of-stock item is due to arrive within two business days, so we can ship your complete order. If back-ordered items are not expected to arrive within two business days, the in-stock items in your order will ship separately. As soon as items are back in stock, they will be sent automatically and we’ll pay the shipping charges. Click for more »

When will I receive my order?

Orders are processed & shipped within 2 working days of receipt. Please keep this in mind for shipping requests that are more urgent and adjust shipping methods accordingly. Click for more »

How do I return an item?

If you would like to return an item, please call us toll free at (800) 711-6221 within the U.S., or 1-831-338-8500 outside the U.S. Or send an e-mail to to obtain a return authorization and instructions to insure a prompt refund. Click for more »

What if I received incorrect or damaged items?

If you received the wrong item, or the item you received is damaged, we will ship the correct item or a replacement item to you at no additional cost. In either case, we will arrange return shipping at our expense. Click for more »
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How can I save/retrieve the items in my shopping bag?

If you close your Internet browser with items in your bag, they’ll be gone when you return to our Web store unless you register or log in before closing your Internet browser.

If you wish to save items in your shopping bag for a later time, simply log in or register if you haven’t already. Once you are signed in, items in your shopping bag will be saved, so when you return to the site and log in, your items will be in your shopping bag even if you’ve closed your browser, left the site or cleaned out your cookies. Click for more »

Shipping Information

We usually ship within 1-2 business days. We ship orders Monday to Friday, excluding holidays, via UPS and USPS – the United States Postal Service. For special free shipping offers, U.S customers receive free shipping via UPS Ground.  Note: These free shipping methods do not ship to P.O. Boxes. Click for more »