Frequently Asked Questions

Order FAQs

How to Place 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

Secure Online Shopping: Our online shopping offers industry-standard SSL-encryption and is fully guaranteed.

Methods of Payment:
American Express
VISA
Master Card
Discover Card
Checks drawn on U.S. banks

Shipping
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.

If duties or taxes are assessed, most countries will collect from the recipient a customs clearance and delivery fee, in addition to the duties and taxes. This fee is authorized by international postal agreements to reimburse the delivery service for the costs it incurs in clearing the items through customs and collecting duties at the time of delivery. The duties, taxes, and fee, if applicable, are not included in the postage paid by the mailer.

Returns
If you are not completely satisfied with your purchase, you may return it within 30 days for a full refund, less the shipping and handling fees. Returned products must be in new condition and in original packaging, including all original parts.

Returns for any defective or damaged product must be made within 30 days of the receipt of the order. Before returning a product to HeartMath, please call (800-450-9111) to obtain a Return Authorization number (RA#) and shipping instructions. Office hours are 9 AM to 5 PM (PST), Monday thru Friday. All returns or replacements must have this number assigned to them in order to be processed.

To insure proper credit, include a copy of your invoice, your RA# and a brief reason for the return. If you no longer have your invoice, include a note with your name, address, phone number, reason for the return and RA#.

Backorders
If we can't fill your order immediately because an item is either not yet released or out of stock, we'll notify you via e-mail, fax, telephone or mail.

What is my order status?
You can track the status of your order at anytime by entering in your order number and billing ZIP/postal code. Click here to track your order.

Forgot your password?
Just click on the following link and enter your e-mail address and you will be e-mailed a new password. Click here to receive a new password.

Do I have to pay sales tax?
We charge applicable sales tax for orders shipped to California. Sales tax is automatically computed on product(s).

Pursuant to the Digital VAT Directive, as of 1st July 2003, European customers will be charged VAT (Tax) on all downloadable digital products and services, including software at 17.5%.

What address should I enter in the billing information screen?
For credit card verification, you must enter the address exactly as it appears on your credit card statement. You do not need to enter a middle name or initial.

Should I put spaces or dashes in the Credit Card number?
No. Your card number should be entered in as a continuous string of numbers.

Why are you not accepting my credit card?
There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit or a credit card computer, either on our end or your bank’s end, may have encountered a machine error. If you do have problems, you can contact Customer Service. Please provide them any error message numbers you may have received, as well as the order number from the shopping cart.

What is your refund policy?
HeartMath offers a 30-day return policy for both physical and downloadable products.

How do I cancel my order?
If you paid by credit card, and need to cancel your order please contact Customer Service at: (831) 338-8700 Please remember to include your order number for faster service.

How do I request a refund?
HeartMath will accept requests for replacements or refunds within thirty (30) days of your order or within thirty (30) days of licensing a product via downloading. All requests for refunds or replacements will be subject to approval at the sole discretion of HeartMath LLC.

To request a replacement, contact Customer Service. Please provide the order number listed on the Online Purchase Confirmation. Refund requests will only be granted through this email address and only if all of the above information is submitted within 30 days of your original purchase.

When will the credit appear on my card?
Your refund credit will appear on your card within 48 hours of us approving your refund.

emWave Personal Stress Reliever FAQs

How is the emWave Personal Stress Reliever different from a heart rate monitor?
The emWave is very different from handheld devices that simply measure heart rate. The emWave Personal Stress Reliever analyzes your heart rhythms for “coherence”, a term used by scientists to describe a highly efficient physiological state in which the nervous system, cardiovascular, hormonal and immune systems are working efficiently and harmoniously. A heart rate monitor only provides you with information about your average heart rate.

How does using this stress management device differ from deep breathing?
While rhythmic breathing exercises can help control your heart rate and have a calming effect on the body, shifting attitudes and emotions take more than that. Research shows that the key to learning how to neutralize and counter the effects of stress is by actively adding a positive feeling such as appreciation, care and compassion to the process. Experiencing positive emotions has a much broader range of health and wellness benefits than simply forcing the system into coherence through rhythmic breathing. Generating feelings of appreciation, care or compassion adds a dynamic element for stress management. Using the breathing pacer found in the emWave in conjunction with generating positive emotions helps synchronize your nervous system and creates positive changes in your heart rhythm patterns to create and sustain the coherence needed for stress relief.

What are some of the benefits I could expect from using the emWave and how much time does it take to see results?
Frequent users of the emWave Personal Stress Reliever report:

• stress reduction
• increased energy and resilience
• greater mental clarity for decision-making and creativity
• enhanced emotional balance and improved listening ability
• better, more restful sleep

Most people get into medium or high coherence within a few short sessions and feel a reduction in stress. Using the Quick Coherence® technique, which you can read about in the manual or learn from the Coherence Coach CD included in the package, is highly recommended as it accelerates the process of learning tools for stress management. Practicing stress management techniques is the key, but results generally come quickly. Additionally, emWave includes four challenge levels so that as you practice you can continue to refine your ability to eliminate and counter the negative effects of stress.

How is the emWave different from other stress management devices?
There are certainly other stress management devices designed to help people with stress and HeartMath's position is that we are very much in favor of any stress management devices or stress management techniques that can help with the mounting global stress problem.

What distinguishes the emWave from many other stress managment products is the significant body of published scientific research that has been incorporated into its development. Our 15 years of experience, validation and practical applications demonstrate the effectiveness in all of the stress management products that HeartMath offers. Additionally, emWave is just one of many products found in the HeartMath system. The system — consists of tools, stress management techniques and proven PC based technology (Freeze-Framer Interactive Learning System). All HeartMath products and services compliment each other and have been used for stress managment and increasing performance by hundreds of thousands of people in over 50 countries, and applied in Fortune 100 corporations, health care systems, government agencies and school systems. emWave is an extension of this system and carries with it the breadth of credibility and proven results associated with HeartMath.

Has HeartMath done studies to support the benefits of the emWave?
HeartMath has done numerous studies on the effect of positive emotions on stress, physiology and human performance. These studies have been published in prestigious journals including Stress Medicine, American Journal of Cardiology, Preventive Cardiology, Journal of the American College of Cardiology, Integrative Physiological and Behavioral Science and Harvard Business Review.

What is the PSR actually measuring?
Both the PSR and the emWave Desktop measure your Heart Rate Variability: the time-intervals between the heartbeats. Whenever we are stressed, these time-intervals become jagged and irregular, sending a chaotic pattern throughout our body. And we feel this: our body becomes tense. HeartMath has done a lot of research on the effect of emotions on our body and when we experience positive emotions such as care, gratitude, appreciation and compassion, those time-intervals in our Heart Rate Variability Pattern become very smooth and sine-wave like. This creates a much more orderly and balanced pattern in our internal systems, creating a state of coherence. We experience this as a more calm, harmonious state.

What does it mean when the blinking light at the bottom goes from blue to red?
At that moment the unit is showing you it is not receiving enough signal to measure and display your coherence level. A simple remedy is to take your finger of the sensor, rub your fingerpad to increase the circulation underneath your skin, and then lightly cover your finger sensor again. Or, if you are using the ear sensor, please take your sensor of the earlobe, rub your earlobe to increase the circulation there and then replace the sensor on the fleshy part of the earlobe. You should see the light at the bottom blink both blue and red while it is recalibrating to you, and after a few seconds it should continue to blink blue. This lets you know it now has a good signal and is receiving enough information.

My unit suddenly turns dead when I use it./ My unit suddenly turns off while I'm using it. What is going on?
When your unit suddenly turns off, it can mean two things. First, it may mean your unit has not been receiving enough signal to continue a reading. If this is the case, the light at the bottom will have turned red (see the answer above). If it doesn't receive enough information for 10 seconds the unit will shut off to retain its battery. In this case, simply rub your earlobe or fingerpad and restart your session.

Second, it may mean your unit is in a different mode all together. Often people access the 'Advanced Mode' inadvertently, accessing a specific setting called the 'Stealth Mode'. The Stealth Mode can be very useful when you are in situations where you don't want to attract attention, since you won't see any of the blinking and moving light feedback on your unit. But getting into this mode by accident can be confusing and disconcerting, however, it is easily remedied. To find out if you are in the Stealth Mode, turn on your unit and listen to the number of beeps it makes. If you hear two beeps, the first answer given above will apply, however, if you hear three beeps, your unit is in the 'Advanced Mode'. To get your unit out of this mode, back into the 'Basic Mode', simply press and hold the top of the sensor button (closest to the word 'emWave') for at least 10 seconds. You will hear four tones. After you hear these four beeps, your unit has been reset into the 'Basic Mode'. It will now work normally again.

Can I save my session or transfer data from my PSR to my computer software program?
No, at this moment the emWavePSR does not interface with the computer software program and operates as a stand alone unit.

My lights are suddenly acting strange. / I think my unit is broken, it doesn't work like it normally does./ Uh oh, I did something to my PSR and now my lights are doing something weird. What does this mean?
First of all, if you are seeing lights, it means your unit is not broken! It simply means you have accessed the 'Advanced Mode' of the PSR. The 'Advanced Mode' doesn't mean 'more difficult', it simply means it is displaying your information in a slightly different way to give you more information and the make your practice more interesting. To know for sure if you are in the 'Advanced Mode', turn your unit on and listen to the number of beeps. If you hear three beeps, it means you have landed in this 'Advanced Mode'. To get your unit out of this mode, back into the 'Basic Mode', simply press and hold the top of the sensor button (closest to the word 'emWave') for at least 10 seconds. You will hear four tones. After you hear these four beeps, your unit has been reset into the 'Basic Mode'. It will now work normally again.

Can I use the emWave along with other stress management practices?
Yes, emWave works well as an adjunct to other stress managment practices. It can easily provide verification of the effectiveness of many other approaches to counter the effects of stress and can be used as a friendly facilitator of other stress management methods.

Do I need to be experienced with technology in order to use the emWave device?
No. emWave Personal Stress Reliever is very simple and easy to use. The Quick Start Guide and the owner's manual provide clear instructions on how to easily operate and immediately benefit from your emWave.

Is there training available to help me learn about my HeartMath product?
Yes. There is a free Personal Stress Reliever® e-Training, a free emWave® PC Stress Relief System Orientation Class as well as personal HeartMath instruction.

Aside from helping to reduce stress, are there other applications for using the emWave that I can benefit from?
The applications of the emWave Personal Stress Reliever include more than stress managment. Increasing your coherence level — which is the primary goal of using the emWave — increases performance. Whether or not you feel the negative effects of stress, you can use it to improve mental clarity which will have a positive effect on business, communications and creativity. Additionally, emWave provides a great way to improve performance in sports. It trains you to more easily enter into a high performance state that athletes call “The Zone”.

Our 30-Day No-Risk Guarantee
If you are not completely satisfied with your purchase, you may return it within 30 days for a full refund, less the shipping and handling fees. The product must contain all of its parts and be in a satisfactory condition suitable for resale.

Question 1: What is the emWave Desktop?
Question 2: What is emWave Desktop used for?
Question 3: What is included in the purchase price of emWave Desktop?
Question 4: What are the minimum system requirements in order to run emWave Desktop?
Question 5: What are the new features of emWave Desktop since Freeze-Framer 2.0?
Question 6: Does emWave Desktop have a satisfaction guarantee?
Question 7: How do I purchase emWave Desktop?
Question 8: Is there training available to help me learn about my HeartMath product?
Question 9: Do you ship emWave Desktop internationally?
Question 10: How do I become a reseller of the emWave Desktop?
Question 11: Is the emWave technology like biofeedback?

Question 1: What is the emWave® Desktop?
emWave Desktop system is the latest version of our emWave PC and emWave Mac products combined into one product. Formerly known as the Freeze-Framer®, emWave Desktop is a software with hardware program that collects pulse data through pulse sensor that plugs into your computer. The software then translates the information from your heart rhythms into user-friendly graphics displayed on your computer monitor allowing you to watch in real time how thoughts and emotions affect your heart rhythms. emWave Desktop is based on decades of research and incorporates the same patented HRV measurement and coherence scoring process as the Freeze-Framer system and is being used by ten's of thousands of people in over 50 countries.

Revitalize and Rejuvenate

• Quickly re-balance mind, body and emotions as you reduce stress.
• Build resilience through improved health, stamina and well-being.
• Avoid burnout in chaotic and changing environments.
• Maximize creativity and innovation.
• Boost performance and increase mental clarity and memory.  
• Be less reactive, think more clearly, make better decisions- especially under pressure.

The Tools for Success

• Real-Time Heart Rate Variability Monitor
• Four challenge levels to help you raise your baseline coherence levels
• Coherence Coach® tutorial for learning and applying the Quick Coherence® technique.
• Interactive Games that help you transform stress into creative energy
• Emotion Visualizer® provides stunning colorful images which vary according to your emotional state and coherence level.
• Data storage showing coherence levels for session and history review

Quickly and easily install the software, plug in the sensor and start to have fun with this new and unique interactive ability to see and control your body's most powerful system—the heart.
Click here to find out more about how emWave Desktop works.

Question 2: What is emWave Desktop used for?
What would you like to improve? Your work performance; your school work; your golf game; your creative efforts; your health; your fitness; your work, home or social relationships; your peace of mind?

The overwhelming pace and intensity of life affects all of these things today. The emWave Desktop technology can help you break through stress that's preventing you from feeling good, being in control, and achieving your goals

Find out how global companies use emWave Desktop to retain key talent, strengthen customer relations and improve employee health and performance.
Click here for more information on how emWave PC is being used.

Question 3: What is included in the purchase price of emWave Desktop?
Package Includes:

• emWave® Desktop software CD for both the PC & Mac application
• In-depth computer-based tutorial
• USB module with pulse sensor that attaches to your ear
• emWave Practice Plan
• Free technical support
• Free telephone training class

*An optional finger sensor can be purchased separately which you can switch with the ear sensor.

Question 4: What are the minimum system requirements in order to run emWave Desktop?
System Requirements:

Mac

• OS X v 10.4 (Tiger) or later
• 1.0GHz or faster G4, G5 or Intel processor
• CD or DVD Drive
• One available USB Port.
• Internet Access Recommended

PC

• Windows XP SP3 or newer Operating System
• 1.0GHz or faster Processor
• 1 GB RAM
• CD or DVD Drive
• One available USB Port.
• Internet Access Recommended

Question 6: What are the new features of emWave Desktop since emWave PC?
Here are a few of the most popular new features in emWave PC:

• New stream lined user interface.
• Easily change users with a pull down menu.
• Mix and match the screens in your view.
• Auto saves every session.
• Replay and review previously recorded sessions easily from the review screen.
• Easily add a title and information to your session.
• Games, Visualizer and Coherence Coach are just one click away.
• Improved export functionality.
• Enhanced Database options.
• Auto updater.

For all the details go to http://www.heartmathstore.com/item/6020-X/emwave-desktop-software-kit

If you have any questions, give us a call at: (800) 450-9111, (831) 338-8711 (International)

Question 7: Does emWave Desktop have a satisfaction guarantee?
Yes, HeartMath offers a 30-day money-back guarantee (not including shipping costs) if you are not completely satisfied with your results.
Click here for more information on our store policies.

Question 8: How do I purchase emWave Desktop?
The link below will take you to our HeartMath Store site where you can purchase emWave Desktop online via our secure online ordering system.
Click here to purchase emWave Desktop.

Question 9: Is there training available to help me learn about my HeartMath product?
Yes. HeartMath offers free training classes over the phone every Tuesday afternoon.

To get call information go to
Question 10: Do you ship emWave Desktop internationally?
Yes, HeartMath can ship emWave Desktop anywhere in the world.
Click here for more information on our store policies.

Question 1: Can I use the same hardware as I used with emWave PC or Freeze-Framer?
Question 2: How does emWave Mac install?
Question 3: How do I learn how to use the emWave Mac?
Question 4: Is it possible to record notes in sessions as it was with emWave PC?
Question 5: What is included in the emWave Mac Software vis a vis features of the program?
Question 6: If I'm having trouble with my emWave Mac software, who do I contact?
Question 7: Can I transfer my emWave PC data into the emWave Mac?
Question 8: Hardware requirements for Mac
Question 9: Is there an Emotion Visualizer in the emWave Mac?

Question 1: Can I use the same hardware as I used with emWave PC or Freeze-Framer?
As long as you have the USB style sensors, either the older Pod, or the new Module, you will be able to use your existing hardware. The older Serial port sensor is not supported.

Question 2: How does emWave Mac install?
Insert the program CD into the CD drive in your Mac. This will cause an icon of a CD with "emWave Mac" as the title to appear on your desktop. Double click this icon, and the program installer will launch. Follow the directions and in a few minutes, you will be using the emWave Mac.

Question 3: How do I learn how to use the emWave Mac?
There is an emWave Mac orientation class offered free of charge every Wednesday at 2:00 p.m. Pacific Time. To join, dial: (712) 432-0075, and then use the access/PIN code: 651449 to enter the meeting.

Question 4: Is it possible to record notes in sessions as it was with emWave PC?
If you should want to include notes in a given session, the blue Inspector button at the top right hand corner of the screen will cause a pop-out window to appear. You can then enter any information that you wish. You must be in a session to enter the information.

Question 5: What is included in the emWave Mac Software vis a vis features of the program?

• 5 different views to watch your heart rhythms change as you shift into a positive emotional state and your coherence level increases.
• Coherence Coach - audio instruction, visual imagery and an adjustable breathing pacer for learning and applying the HeartMath Quick Coherence® technique.
• Interactive games – the same three unique games that are in the emWave PC.
• The four Challenge Levels to help you raise your baseline coherence.
• The tutorial and quick start guide.
• Data storage showing coherence levels and heart rate for session and history review.

Question 6: If I'm having trouble with my emWave Mac software, who do I contact?
In the emWave Mac dropdown, there is a "Support Online" option. This will take you directly to the emWave product support site. If you prefer to call, the number is 800-538-0984. Ask for Technical Support.

Question 7: Can I transfer my emWave PC data into the emWave Mac?
Yes; his feature will be available in the first update, due out in the next few weeks.

Question 8: Hardware requirements for Mac:

• Mac OS X v10.4 (Tiger) or later
• 1.0 GHz or faster G4, G5 or Intel processor
• At least 1 GB of RAM
• All Macs newer than 3 years are supported. If older than 3 years, on the Menu bar, Click on the upper left apple icon and select "About This Mac." Look for "Processor" and make sure it's 1.0 GHz or faster, and says "Intel" or "G4" or "G5".

Question 9: Is there an Emotion Visualizer in the emWave Mac?
Not at this time.