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Customer Service and Webinar Support FAQs

Customer Service FAQs

Question: What is your Privacy Policy?

Answer: HeartMath Institute recognizes the importance of protecting the privacy of all information provided by users of our Web sites, subscribers to our mailing lists, registrants for our events, participants in our surveys and contests, and all of our customers. We have created this policy out of a fundamental respect for our users’ right to privacy and to guide our relationships with our customers. This Privacy Policy statement discloses the privacy practices for all products and services owned by HeartMath Institute.

Question: I want to place an order by phone. Who do I call?

Answer: If you feel more comfortable placing orders by phone, you may do so by calling toll free (800) 711-6221 or International customers call (831) 338-8500 between 9:00 a.m. and 5:30 p.m. Pacific Time.

Question: I am unable to open your PDF files. What can I do?

Answer: Adobe updates its software often to make it easy to open your PDF. So, it depends on what version of Adobe Acrobat® you have. You need version 5.0 or higher in order to open the PDF file. You can download a free copy at: http://www.adobe.com/products/acrobat/readstep2.html.

If you need additional assistance, please email us at info@heartmath.org, or call us and ask for a support person by calling toll free (800) 711-6221 or International customers call (831) 338-8500 between 9:00 a.m. and 5:30 p.m. Pacific Time.

Question: I have questions about my order. Where can I get help?

Answer: HeartMath will do everything we can to assist you with your orders. We have a special page with answers to questions about orders. The Order FAQ’s button is on the left side of the HeartMath Institute’s Store home page. Click here to go immediately to Order FAQ’s.

If you need additional assistance, please email us at info@heartmath.org or call us and ask for a support person by calling toll free (800) 711-6221 or International customers call (831) 338-8500 between 9:00 a.m. and 5:30 p.m. Pacific Time.

Question: Can you explain your 60-day no-risk policy?

Answer: HeartMath Institute wants you to be completely satisfied, and that’s why we stand by our 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 the manufacturing on all emWave® products, CD’s, DVD’s, and videos. Please click 100% Guaranteefor more details.

Question: What is the process for returning a product?

Answer: We are happy to accept returns. If you want to return an item, a return authorization must be issued by the HeartMath Institute within 60 days of the shipping date of the original order. 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., between 9:00 a.m. and 5:30 p.m. Pacific Time, or send an e-mail to: Returns@heartmath.orgto obtain a return authorization number and expedite your return.

Please click Return Policy for more details and instructions about returning a product.

Question: Whom do I call or write for technical support on a technology product?

Answer: HeartMath has tried to anticipate most technical problems and provide answers online at (our sister, for-profit company) HeartMathLLC Support page: http://www.heartmath.com/support/.

To submit a technology ticket, go to http://www.heartmath.com/support/ticket/, or call technical support (800) 538-0984; International calls 1 (831) 338-8772.

We understand, however, you may have additional questions. If you can’t find the solution you need, please email us at info@heartmath.org or call us and ask for a support person by calling toll free (800) 711-6221 or International customers call (831) 338-8500 between 9:00 a.m. and 5:30 p.m. Pacific Time.

Question: I need help finding specific information about HeartMath and its offerings?

Answer: There are several ways to find all kinds of information about the HeartMath Institute, its programs, tools, technology, research, special funds and much more. For starters, try the “search box” at the top of each Web site page when visiting HeartMath Institute – the official Web site of the HeartMath Institute.

Question: How can I get the downloadable items I purchased?

Answer: First, go to the HeartMath Institute Store and click on My Account on the upper right. Under the “Orders” list, click on My Downloads to retrieve any online products you’ve purchased. If you’re not logged into your account, do that first. The login button is on the upper right side of the HeartMath Institute Store home page, near the My Account button. If you’re still having problems retrieving your downloads, call us and ask for a support person, toll free at (800) 711-6221, or International customers, call (831) 338-8500 between 9:00 a.m. and 5:30 p.m. Pacific Time.

Question: Is your Web site secure?

Answer: Yes. HeartMath Institute web site is secure. For more detailed information, click Private Policy.

Question: How can I tell if the Web page I’m on is secure?

Answer: When you are on a secure Web page, the URL link you are using will begin with https:// instead of http://. The “s” stands for secure.

The HeartMath Institute uses 128-bit SSL (secure socket layer) encryption provided by Verisign (the world leader in Internet security) and Netsuite (the world’s largest ASP (application service provider). When you are on the checkout tab, which is a secure zone, any information transmitted to us via this zone is encrypted so no one can read it as it travels across the Internet.

Question: How do I know that it’s safe to give you my personal information?

Answer:  No customer information provided to us will be shared with any third party. We do not rent, sell or give out our clients’ information.

The only time you will be asked for personal information, besides first and last name or email address, is during checkout. During the checkout process, you will be on our secure server, which is housed in a highly secure Oracle datacenter. 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. The HeartMath Institute Store is also “Hacker Safe” certified. This means our systems are tested every day by a third-party company called ScanAlert to ensure our systems are not hackable using any known intrusion methods.

Webinar Support FAQs

Question: How do I join a Webinar?

Answer: Joining a Webinar on a PC or Macintosh® (Mac) is easy. When you receive a Webinar e-mail invitation, click the registration link and register for the Webinar. You can then join the Webinar at the scheduled time by clicking the “Join a Webinar” button or link in your confirmation e-mail, which will be automatically sent to you after registering. You do not need to pre-install any software prior to joining the Webinar.

Question: Do I need special equipment to join the Webinar?

Answer: Participants wishing to connect to audio using VoIP will need a fast Internet connection, microphone and speakers. (A microphone is not necessary if you only want to listen.)

Question: Do I need a computer to attend the Webinar, or can I simply listen to it over the telephone?

Answer: If you only want to listen, call the number in the e-mail notification, enter the access code number and hit the pound sign. You do not need a personal identification number (PIN).

Question: Will the Webinar be recorded?

Answer: Yes, and a download link will be sent within a week to all who register for the Webinar. So, be sure to register even if you can’t attend.

Question: Do I have to download the Webinar to view it?

Answer: Yes. The file is an mp4 and must be downloaded to your computer.

Question: Are Webinars posted on the HeartMath Institute’s Web site?

Answer: Most are posted within a week of delivery. For Public Webinars, click here or for Members Only Webinars, click here.

Question: Do I need a PIN?

Answer: If you desire to communicate with the presenter, you need the audio PIN. If you are only listening, you don’t need to enter the PIN.

Question: If the presenter’s audio is too low for me, what can I do to get more volume?

Answer: Turn up the internal volume control on your computer, or turn up your speakers. If you are using a telephone, adjust your headset or change its position.

Question: Will there be any long-distance charges?

Answer: Yes, if you choose to use your telephone. If you select Mic & Speakers in the audio section of the control panel on the day of the Webinar, you can listen through your computer speakers and there will be no long-distance charges.

Question: Do I need to set my browser to accept cookies to attend a Webinar?

Answer: Yes. You will need to adjust your browser’s privacy settings to accept cookies. We primarily use cookies to provide you with secure access to Webinars. You do not need to pre-install any software prior to joining the Webinar.

Question: Can Mac users join a Webinar?

Answer: Yes, Mac computer users can attend Webinars.

System Requirements:

  • Mac OS X 10.6 (Tiger®) or newer
  • Safari 3.0 or newer, Firefox 2.0 or newer (JavaScript™ and Java™ enabled)
  • Cable modem, DSL or better Internet connection
Power PC G4/G5 or Intel processor (521 MB of RAM or better recommended)