FAQ
Knowledge is Power
FAQ
Knowledge is Power
How Is This Legal?
Thanks to the Agricultural Improvement Act of 2018,H.R. 2, or the2018 Farm Bill, Delta THC products are federally legal if the final product contains less than .3% Delta 9 THC on a dry weight basis. All of our products are made using Hemp Derived compounds and contain less than .3% Delta 9 THC. While THC is legal under hemp laws that mirror H.R. 2, not all states have such laws. Some states specifically ban certain Delta THC products, so it’s essential to check your local laws and regulations before ordering (see below).
Can You Ship To My State?
Great question! Since all of our products are federally legal, as noted above, we are allowed to ship to most of the 50 states. We have created a table with each state listed, and their legal status regarding CBD, D8, D9, and THCa. Many states are putting new THC and CBD laws into effect, so please review this information carefully, and do your own research if you still have concerns! Click here to view the chart.
*We do not ship outside of the United States. We are unable to ship to FPO/DPO military base addresses, and do not accept freight forwarding addresses. Due to HTS # our products can no longer be shipped to the Virgin Islands or Puerto Rico*
I’m New To This Stuff; What Effects Should I Expect?
It all depends on you and the products you try. Many factors come into play when trying to find the right fit, including tolerance, metabolism, each individual endocannabinoid system and receptors, the type of product you are trying, the specific compound, desired effects, even certain medications can affect the absorption of cannabinoids. We always suggest low and slow with all products when first trying them, that way you can gauge the way they make you feel before increasing your dose. Most products, unless they state they have a “fast onset” from nano-emulsification, will have a standard onset of about 1-2 hours.
We are here to help! Since it isn’t one size fits all, we would love to offer more personalized assistance. Send an email to CustomerService@TheHempDoctor.com, and we would be more than happy to help you find something that’s right for you!
Will This Get Me “High”?
Efficacy varies depending on each person and many factors, such as tolerance, metabolism, product type, delivery method, etc. All THC products should have some psychoactive effect in the sense that they have the ability to alter your state of mind. CBD on the other hand is a cannabinoid that does not have intoxicating properties. However, it has been shown to have calming properties, and consumers have found it helpful in easing anxiety, supporting relaxation, and it has natural anti-inflammatory properties. THC, THCP, and similar products may be intoxicating and produce feelings of euphoria. As always, we recommend starting low and slow to find the dose that you are comfortable with. If you have more detailed questions, we are available during customer service hours by phone or email at the contact information listed below. We also recommend looking into ourblog posts andYouTube channel, which have fantastic educational content about our products, and the world of hemp and THC!
Do You Use Harmful Ingredients In Your Products?
No! We do not use pesticides, chemicals, or other harmful ingredients in any of our products. A select listing of our products are also USDA certified organic, and some are vegan and gluten free. Ingredients are available on each product page and packaging label. All of our products are derived from organically farmed hemp, which then goes through a supercritical C02 extraction process. This process is what provides us with pure distillate, the key ingredient in creating our products! This distillate is mixed in with our edibles and gummies, and also used in all of our vape products. The blend of distillate may vary per product, so if you want a specific breakdown, take a peek at our lab results page, which lists the lab tests on all of the products we currently carry.
What Are Customer Service Hours?
Our Customer Service Hours for online orders are Monday – Friday, 9 AM – 5 PM.
For store location hours, please look up the location on Google, or refer to the bottom of our home page for more information.
Can I Place An Order Over The Phone?
Due to federal age restrictions, we require all customers to fill out an age verification form upon purchasing from us. Since we cannot confirm this information over the phone, and kindly ask that customers please do not send a photo of their ID to our customer service team, all orders must be completed online with proper verification. We apologize for any inconvenience.
Do You Offer Free Shipping?
We do offer free shipping! Due to increased shipping costs through USPS, we have had to increase our free shipping rates recently. Now, any orders with a total of $99+ will be eligible for free shipping once all discounts have applied. We are also implementing a free shipping option eligible on all subscriptions!
These prices will be effective as of July 9th, 2025
Why Have Your Shipping Rates Increased?
Unfortunately, in 2025 the USPS implemented several rate increases on all shipping prices for companies who ship through their service. We tried to hold off on raising our shipping costs for as long as possible, but it is now no longer substantial for us to retain the lower shipping fees. For this reason, we have had to increase our shipping prices to $12.95 for Priority Mail, but will keep Flat Rate Shipping at a $5.95 rate, while raising our Free Shipping option to be offered on orders $99+. We do sincerely apologize for any inconvenience this may bring to you, and appreciate your understanding regarding this adjustment.
Is There A Signature Requirement On My Order?
All orders that have a value of $200+ will be sent with a signature requirement. We do this to ensure the safety of packages, so that these products are not stolen in transit, and so that the customers’ products arrive safely. If you wish to waive the signature requirement before your order is shipped out, please add a note in your order notes, or reach out to our customer service team! Once your package has been booked for shipment with a signature requirement, it cannot be adjusted.
Can I Cancel An Order?
Yes, you may cancel an order as long as it is still in processing. We kindly ask that you please try to reach out within 24-36 hours of placing the order to ensure we can cancel it before the package is booked for shipment. If your package has already been booked for shipment and has a label, we cannot cancel the order.
I Accidentally Entered The Incorrect Shipping Address; Can This Be Changed?
Reach out to our customer service team as soon as possible to notify us of the error. If the order is still processing and has yet to be shipped, we will be able to correct the shipping address. However, once the shipping label has been created and you receive the email with the shipping notification, we cannot change or alter the order in any way. If your package ships to an incorrect address, it will likely come back to us through USPS return to sender. Please see below for our policy on “RTS” packages.
When Can I Expect My Order To Arrive?
Typically, our team can process customer’s order within 2-5 business days. Processing times vary depending on volume and availability and can be affected by the weekend or holiday hours. We have added the current processing times to our website’s cart, checkout, and intercom pages. Shipping times are separate from processing times and depend on the service you selected at checkout, and the team at USPS. Once your order has been marked as completed and leaves our facility, you will receive an email with the shipping notification and USPS tracking number for that package!
I Got The Email That My Order Shipped. How Long Until It Is Delivered?
All shipping times apply from the date the package is booked for shipment:
- Priority Shipping: estimated 1-5 business days
- Flat Rate or Free Shipping: estimated 2-10 business days
Shipping times are not guaranteed, and are based on USPS shipping time frames. Once your order leaves our facility, you will receive an email with the USPS tracking number.
Please note, we are responsible for providing you with your tracking information once your order has been booked. Orders are taken to the local USPS/UPS services at the end of each business day prior to being transferred to the main distribution hubs. We are not responsible for the package once it has been delivered to the carrier service for transit. We wholly rely on their services to safely ship and deliver our customers packages. We kindly ask that you please allow 24-48 hours for tracking updates once your order has been booked. If there are any oddities on the tracking information during transit, this would be due to an error from the shipping service. We are only provided with the same tracking details as our customers. Please contact your local post office directly or USPS Support for further tracking/package details.
Shipping times may vary depending on availability and season, this information is updated on the cart and checkout pages. Refunds are not offered on shipping charges, but can be reviewed for approval by the team if there are extenuating circumstances.
My Package Has Not Arrived Within The Estimated Shipping Time Frame, What Do I Do?
Please do note that shipping times only take effect when your package is booked , and that these time frames are calculated in business days – USPS is closed on Sunday’s and major holidays. If your package falls outside of the provided shipping times, and there are no extenuating circumstances such as holidays, weather delays, or the inability to deliver through USPS, there are further steps that can be taken depending on how long it has been since the last tracking update! Read below for information on options if you selected Route protection, or please feel free to contact our team with any questions/concerns you may have.
We automatically offer Route protection as insurance on packages, and generally recommend keeping it on your order to be safe, as anything can happen to the package during transit. If your order has gone 7+ days without a tracking update, or appears to be missing in transit, Route provides claim options in these instances, so that we can help guarantee the safety of your purchase. Customers do have the option to disable Route protection.
However, if you have unselected Route protection from your order, The Hemp Doctor is not responsible for reshipping or refunding lost, missing, or stolen packages. In this case, if your package has not had updates or is missing, you would have to file a claim through USPS or UPS for “missing mail”. This can be found on the USPS FAQ or Customer Inquiry pages.
For additional information on Route protection, please find the tab below, or visit this page.
My Package Was Marked As An Exception And Is Returning To The Sender; What Do I Do?
If your package was marked as “return to sender” via the shipping service USPS, please reach out to let us know. With RTS packages, we do have to wait for the product to arrive back at our facility before we can provide a refund or reshipment on the order, as we had already shipped the package accordingly. Once we receive that package back, we will reach out to let you know. We are happy to provide refunds on these packages, or offer to reship them once confirming the correct shipping address, free of additional charges.
Note: If you want to learn more about our Subscribe & Save program, please read the following FAQs. These Terms & Conditions are important, so we encourage you to read these carefully and visit the Subscribe & Save Terms & Conditions page for the full details and legal information.
How Can I Sign Up For A Product Subscription Through Subscribe & Save?
To create a subscription, you must first register for an account. From there, you can browse through the site and see all of our available subscription products. These will be advertised with a notation of being offered at “25% off for subscribe and save”. Once you make a product selection, on each product page you will see the choice to make a standard purchase, or the choice to subscribe. After you select the subscription option, you will be able to choose between a renewal time frame.
What Are The Benefits Of Using Subscribe & Save?
Subscribe & Save provides a 25% discount on regularly scheduled deliveries of eligible products! We are also offering the option to select free shipping on all subscriptions. In addition, you don’t have to worry about running out or setting 420 reminders to remember to reorder.
Can I Use Store Credit/Points, Or Other Coupons On A Subscription?
Unfortunately, subscriptions are the only type of purchase that points/store credits cannot be utilized on. Since the subscriptions are already marked down for 25% off each renewal, the payment is set identically each renewal unless the customers alters their subscription products in any way. Since credits are not always available in your account to be used on each order, we are not able to allow for it to be used when beginning the subscription, or on renewal purchases. The same goes for coupons, as the pricing is already marked down. We do apologize about this. If you have credits you would like to use, we recommend placing another “standard” order separately from your subscription!
How Can I Tell Which Products Are Eligible For Subscribe & Save?
Eligible products will have a “Subscribe & Save 25%” message by the listed price on each product block and page, and there will be a “Subscribe & Save” button on the product page as an option above the “Add to Cart” button. Not all products are available for subscriptions due to inventory purposes. The Hemp Doctor reserves the right to adjust or remove any products from subscription eligibility at any time, in which case, customers will be notified of changes through their renewal reminder emails, or will be contacted by our team directly.
How Long Does A Subscription Last?
Subscriptions for Special Promotion products last for the duration of the promotion. Subscriptions are valid as long as supplies last for the respective product. However, a minimum of two (2) orders are required for each subscription before you are eligible for cancellation.
What Happens If A Product Isn’t Available On The Scheduled Date?
You’ll be notified of any delays, in which our team will offer the option to swap to another available product in that same line, or a suitable replacement at the same price point. If the item is expected to arrive within 2 weeks, we can hold off on your renewal shipment and send it once available. Refunds on subscription renewals are also an option if you do not desire to change products for that period, or delay your shipment. If your subscription product continues to be out of stock, we will communicate this with you thoroughly, and offer “out of stock” letters, if we are not able to get in touch within our processing time frame.
What If There Are Issues With My Delivery Address Or Payment?
All address and payment methods can be corrected in your account dashboard, and saved to the account once corrected. If you need assistance, please contact us.
How Is Payment Handled For Subscribe & Save Orders?
The cost is billed to your saved payment method on file on the scheduled renewal date.
If your payment method fails, your order will be marked as “pending payment” and the subscription will be placed on hold. It will attempt to renew the payment every 24 hours for 7 days – after which it will remain on hold until a successful payment can be made. You can update the payment method in your account, or select “pay” on the renewal that failed, and update the payment information during that checkout section.
How Can I Terminate My Subscription?
You can terminate your subscription anytime by logging into your account and clicking the “cancel” option. Termination won’t affect already shipped orders. A minimum of two (2) orders are required before you can cancel a subscription. This means one parent order, and a minimum of one renewal order, both successfully processed and delivered. If you have not met this qualification, you will only see the option to “suspend”, which will place the subscription on hold indefinitely or until reactivated.Removing items from your subscription will not cancel it out; you must properly cancel it in your account settings, or place it on hold. Removing items will only remove them from the scheduled renewal, and you will still be charged any remaining fees once that renewal date arrives, and a blank order will process. For assistance or questions, please contact our customer service department.
Can I Modify Items Or Pause My Subscription?
You can modify or pause your subscription 1 day after your last shipment date and 3 days before your next shipment date. Subscriptions can be placed on hold once per pay period.
Removing items from your subscription will simply only remove them. This will not qualify as cancellation, and any remaining items -even shipping – left on the subscription, will be charged upon the next renewal date. Please be sure to properly modify your subscription, or contact our customer service team for assistance.
To add additional items to an existing subscription, visit the product page of the eligible item, and select the subscribe and save option. Once selected, so long as you are logged in and have an existing subscription, a check-off box will appear stating “add to an existing subscription”; click this option. Once you complete this order, it will then fall in line with the same subscription set-up you already have selected.
Can The Hemp Doctor Change The Subscribe & Save Products or Benefits?
Yes, we can change these at any time. You’ll be notified about changes, and your approval or objection is required within a specific timeframe.
What If The Hemp Doctor Terminates My Subscription?
We may terminate your subscription at our discretion, but it won’t affect already shipped orders. Our customer service team will have tried to contact you before this point if any items are not available or have been discontinued. Information will also be provided through your renewal reminder emails, which send 5 days prior to a renewal processing.
Can The Terms and Conditions Change?
Yes, the Terms & Conditions can change, but the current version on our website applies to future subscriptions.
What Is Buy More, Save More?
Buy more, save more, is our most recent discounted pricing option, made available on select products! Buy more, save more offers may vary in quantity and discounts depending on the product, and will be set between two to three tier pricing options. The higher the quantity, the higher the discount.
How Can I Participate?
All eligible products for our buy more, save more promotions will show available purchase tiers. Make sure to click on of these available options to receive your discount. Once a buy more, save more selection is made, this quantity cannot be stacked – only the eligible offers of BM/SM are available.
Individual product quantities may be added to the cart, outside of the buy more, save more offers, at their full price. Selecting a quantity of standard purchase items will not reflect the BM/SM discount, even if you have selected the same quantity as the discount. Please be sure to distinctly select the BM/SM option if you wish to receive a percentage off!
Are There Any Restrictions To The Buy More, Save More Discount?
Yes, if you have a buy more, save more offer added to your cart, no other discounts, coupons, or store credits can be applied to the order. This also may not be combined with subscription purchases. If you have another coupon you would like to utilize, or have other items in your cart that you wish to add a coupon for, that would have to be done in a separate order since discount stacking is not available.
How Do I Return A Product?
We offer a 30-day Money Back Guarantee on The Hemp Doctor products! The product must be sent back within 30 days of the confirmed delivery date and have 50% or greater of the product remaining to be eligible for refund or exchange. If you are unsatisfied for any reason, send an email to CustomerService@TheHempDoctor.com with the order number, the items you are sending back, the reason for the return, and whether you would like an exchange or refund. Then, ship the item(s) you wish to return to the return address and send the tracking number to the Customer Service email so the team can keep an eye out for that package and process that return as quickly as possible.
*Please check the Return Policy Page for Full Details.*
Can I Return A Product If I Purchased It From Another Vendor?
Unfortunately, we cannot accept returns on products if they were not purchased directly from us either in one of our retail locations or online. If you purchased an item from a separate vendor and it is not working, you will have to take it back to the store you purchased it from and see if they will accept a return or exchange on the product based on their store policy. If that store wholesales directly from us, they should honor our product return policies within 30 days of the purchase.
Do I Have To Pay For Return Shipping If The Item I Received Is Faulty?
No! As long as you can provide photo or video evidence directly to our customer service team within 30 business days of receiving the item, with proof that the device is malfunctioning, we are happy to provide you with an exchange on the item, or discuss our returns process for a refund if preferred.
For full details and information: Return Policy Page
Flower and concentrate products are final sale and not eligible for refunds/exchanges, unless the product is unopened, seal intact. All vape sales are final and will not be eligible for refunds/exchanges; if you are experiencing issues with a faulty device, please contact our team.
- 📨Email – CustomerService@TheHempDoctor.com
- ☎️Phone – 1-888-206-3832option 1 for Customer Service
How Can I Earn Points?
Points are earned on every order as long as you are logged in to your account and a member of the Lucky Joint Club! $1 spent = 1 point earned. Each point is worth 10 cents, so having 200 points in your account would equate to $20 in credit once redeemed. You also earn additional points by creating an account with us (+10), placing your first order (+10), and even by spending $200+ on an order (+50)!
- Points expire 365 days after they have been earned. To utilize points, be sure to redeem them into store credit.
- Points will be revoked only when refunds or cancellations take place on an existing order, or the points expire.
How Do I Redeem My Points?
We are glad you asked! This is a two step process, so we understand it may be a little confusing. To redeem loyalty points, you can access them in your account under “my points”, from here, you can enter the desired amount and redeem them. They will redeem into store credit, and you can view that this action was done in your points history, as well as under the “store credits” tab on your account. Your points history will show all of your previous points that have been used/redeemed.
After redeeming your points into store credits, you will be able to apply them during step 1 of checkout, just above your billing information section. It will state “apply store credit discounts“. Once you click that, a box will open up and list how many credits in dollar value you have available, and you can enter your desired amount, then select “apply”.
If you happen to refresh your page or your order fails to process at any time during the checkout process, any applied store credits or discounts will remove, and revert back to the standard price of the order. These will go directly back into your account, and they can be re-applied on step 1 of checkout, or used on a future order. Redeeming points alone will not apply them to your order, as it is the store credit that must be applied on the checkout page in order for it to take an amount off of your order. Points must be redeemed into credits before application is eligible.
For full details and step-by-step instructions, please review our Intercom Article on how to redeem and apply your credits to an order.
Where Can I Check My Points Balance?
Your points balance can be checked by visiting the “my points” tab in your account. Here you can view your entire points history, what order they were earned for, and when you redeemed them into credit.
When Do The Points Post To My Account?
Points are posted to your account as soon as you have begun to earn them! The only time there will ever be a delay is when we run our speciality “double points” days, which occur periodically – it can take 24 hours for them to apply after that promotion.
What Is Route Protection?
Route shipping protection is a third-party insurance and tracking provider that we offer our customers now at checkout. Route works to protect your package during transit and on the off chance anything were to happen to your package (e.g. not delivered, stolen, damaged during shipping), you would be able to file a claim with them to have your order reshipped or be reimbursed! With Route, as long as you pay the small protection fee at checkout, your entire order will be insured regardless of the shipping method selected at checkout, and you can file a claim without worrying about any additional charges.
The Route fee is $1.95 for orders less than $100, and for orders over $100 the charge is 2.5% of the cart total; this total will update along with your cart and this can be seen on both the cart and checkout pages. Route applies automatically to each order, but customers do have the option to disable Route protection. If you have unselected Route protection from your order, The Hemp Doctor is not responsible for reshipping or refunding lost, missing, or stolen packages.
If you select Route upon checkout, once your order is placed, you will receive an email from them with a tracking link and Route order number. They download their tracking information directly from the shipping providers that ship and deliver the packages (USPS/UPS). While orders are in processing, no updates will be sent from our company, or through Route, until the order has been booked for shipment. Tracking information can take 24-48 hours to update once the package leaves our facility at the end of the business day and is taken to the post office.
My Order Was: Not Delivered Properly / Stolen / Lost, Damaged.
As long as your selected Route, you’re in luck! There are a few options depending on the issue you have come across. You can file a claim through their website at claims.route.com; once you file the claim, they will review the information and either approve or deny it. If the claim is approved, you can decide if you would like the items reshipped, or if you would prefer to be reimbursed. If the claim is denied, this means that Route reviewed the information, and their team was not able to validate the information in the claim.
Stolen/Marked As Delivered, But Not:
If this is your problem, you will be able to file a claim between 5-30 days from the time your order has been marked as delivered. If you attempt to file a claim before the 5 day waiting period, they will not accept the claim. If you attempt to file a claim after the 30 day period, they will not accept the claim. It must be filed within this time frame.
Lost:
If your order is lost, you will be able to file a claim between 7-30 days after the last tracking update as long as there is no estimated delivery date (EDD) on the tracking. If there is an estimated delivery date that is unchanged, between 2-60 days from that update and EDD, you should be eligible to file a claim.
Damaged:
If your package arrives and it has been damaged during transit, you can file a claim within 15 days of receiving the package. You will be required to provide photo evidence of the damage to Route, or you may contact us with photo evidence of the damaged package, within 3 days of your delivery date.
If you have an problem with an order, please make sure you reach out to us with evidence of your issue, or file a claim through Route when eligible. If you do not file a claim for an eligible issue, we will not be able to reship or reimburse your package; filing a claim is a requirement in order for us to assist you in the case that anything happens to your order! If you have trouble completing this, please contact us as soon as possible.
Yes. Incorporated on September 11, 2018, and headquartered in Mooresville, North Carolina, The Hemp Doctor operates under an A+ accreditation from the Better Business Bureau (BBB). With over 100,000 returning customers, 5,000+ five-star Yotpo reviews, and a 4.6/5 rating on Trustpilot, The Hemp Doctor has cultivated one of the most loyal followings in the hemp space.
All The Hemp Doctor products are crafted following GMP-compliant manufacturing standards using U.S.-grown hemp. These undergo third-party DEA-certified lab testing, with the brand providing public Certificates of Analysis (COAs) for every item on the Lab Results page.
Yes. The Hemp Doctor is a legitimate website. It operates securely with a verified HTTPS connection. The site features clear privacy, refund, and shipping policies and accepts trusted payment methods.
Customers also consistently vouch for its credibility. The Hemp Doctor holds over 3,700 reviews on Trustpilot (4.6/5 stars) and thousands more on Yotpo, praising fast shipping and quality products. The company complies with the 2018 Farm Bill and state-specific regulations about hemp-derived products and requires adult signature verification for vape deliveries.
Yes. The Hemp Doctor is a legal business operating in compliance with federal and state hemp laws. We manufacture and ship products under the 2018 Farm Bill, with all of our offerings made from hemp (not marijuana).
We also respect state-specific hemp regulations for products sold with CBD, Delta-8, Delta-9, THCa, etc. The Hemp Doctor does not ship outside the US.
Yes! All orders are shipped discreetly in plain brown boxes, with no visible branding. The only identifier is the return address, listed simply as THD Returns Department.
The Hemp Doctor offers a broad range of hemp-derived cannabinoids, including THCA, Delta 9, Delta 8, CBD, CBG, and CBN in different formats of flower, vapes, pre-rolls, concentrates, beverages, gummies, edibles, tinctures, pet products, vape and flower accessories, and topicals. Browse all of their offerings on The Hemp Doctor shop page.
The Hemp Doctor operates four retail stores in North Carolina. Here are their addresses and contact numbers:
510 River Highway, Suite 16, Mooresville, NC 28117
1-704-360-4843
10 Concord Commons PI SW Concord, NC 28027
1-704-787-8036
9548 Mt Holly- Huntersville Rd, Huntersville, NC 28078
1-704-274-5394
109 E Innes St, Salisbury, NC 28144
1-704-603-4298
Customer Service Contact Info:
Email – CustomerService@TheHempDoctor.com | Phone – 1-888-206-3832 ext. 1
Along with our FAQ page, we also offer blog posts and an entire YouTube channel filled with educational content about CBD, THC, and other types of hemp derived products! If you are interested in some great information and fun content, please check it out and subscribe to see what new videos we release.
