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.

Order Processing & Shipping

  • What Are Customer Service Hours?
    • Our Customer Service Hours for online orders are Monday – Friday, 10 AM – 5 PM. We are a small Mom-and-Pop business, working diligently to process every order and assist each customer as quickly as possible. We truly appreciate your patience and understanding.
    • Mooresville Store Hours are Monday – Saturday, 9 AM – 8 PM, and Sunday, 11 AM – 5 PM
    • Concord Store Hours are Monday – Saturday, 10 AM – 7 PM and Closed on Sundays
  • When Can I Expect My Order To Arrive?
    • Typically, our team can process each customer’s order within 1-5 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 and checkout pages. We will update that information as often as possible. 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?
    • If you selected Priority Shipping at checkout, you should receive your package within 1-5 business days. Flat Rate Shipping, or Free Shipping, can take anywhere from 2 – 10 business days; however, shipping times are not guaranteed. Once your order leaves our facility, you will receive an email with the USPS tracking number. Please allow the team at USPS 1-2 business days to update any tracking information. Packages are not taken to the post office until the end of the business day, and then they are transferred to the main distribution hub in the city, so please take this into consideration after your order has been booked! If you have any questions regarding the shipping process, please get in touch with your local post office or customer support at the USPS website.
    • Shipping times may vary depending on availability and season, this information is updated on the cart and checkout pages.
  • Is The Packaging Discreet?
    • YES! We ship in plain boxes with no mention of ‘The Hemp Doctor,’ Hemp, CBD, etc., on the outside of the package for your privacy and to prevent theft.
  • Do You Offer Free Shipping?
    • YES! All orders with a subtotal of $50 after discounts are eligible for Free Shipping!
  • 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!
  • 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 may be able to correct the shipping address. 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.
  • 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 [email protected] 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.

Return Address:

THD Returns Department

163 McKenzie Road Mooresville, NC 28115

  • Can I Place An Order Over The Phone?
    • Unfortunately, we are unable to take phone orders at this time. Due to the nature of our products, we must verify that you are of legal age to make a purchase. If you are having trouble placing your order, feel free to contact us via telephone at 888-206-3832 extension 1 for customer service or via email at [email protected], and we will do our best to assist you.
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Route Protection

  • What is Route?
    • 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 if 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! We began adding this as an option for customers, as we were having issues with orders going missing during transit. 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. If you do not file a claim, we will not be able to either 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 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. 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.

Subscribe & Save Questions

If you have questions or want to learn more about our Subscribe & Save program, please read the following FAQs. Our 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. Then, go to a Subscribe & Save eligible product and select Subscribe & Save before adding it to your cart. You can select your desired delivery frequency on the product page before you add it to the cart or in the cart once you have added that product!
  • What are the benefits of using Subscribe & Save?
    • Subscribe & Save provides a discount on regularly scheduled deliveries of eligible The Hemp Doctor products! You don’t have to worry about running out or set 420 reminders to remember to reorder your favorite products every 2, 3, 4, 5, or 6 weeks!
  • How can I tell which products are eligible for Subscribe & Save?
    • Eligible products will have a “Subscribe & Save” message by the price wherever the product appears on the website, and there will be a “Subscribe & Save” button on the product page as an option above the Add to Cart button. Eligible products will be offered as a limited-time “Special Promotion” or an unlimited-time “Ongoing Promotion” for Subscribe & Save.
  • 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, and the product will be shipped within two weeks if it becomes available. If not, you’ll be reimbursed for prepaid fees.
  • What if there are issues with my delivery address or payment?
    • We’ll notify you via email and put your subscription on hold until the issue is resolved.
  • How is payment handled for Subscribe & Save orders?
    • The cost is billed to your payment method on the order processing day, minus the Subscribe & Save discount and applicable sales tax.
  • What if the payment method fails?
    • If your payment method fails, your order will be marked as “pending payment” and the subscription will be placed on hold. Luckily, you can correct this in your account! You can take your subscription off of hold, and the select to renew the payment again; here, you can alter your payment method for the order and push the order through. If the failed payment method is currently saved to your account, you can go to the “payment methods” tab in your account and remove the old card information, and input the new one for use on future orders.
  • How can I terminate my subscription?
    • You can terminate your subscription anytime by logging into your account and clicking ‘Manage Subscription.’ Termination won’t affect already shipped orders. A minimum of two (2) orders are required before you can cancel a subscription. Extenuating circumstances are eligible for review per customer service.
  • Can I modify 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.
  • Can The Hemp Doctor change the Subscribe & Save Products or benefits?
    • Yes, they 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?
    • They may terminate your subscription at their discretion, but it won’t affect already shipped orders.
  • Can the Terms and conditions change?
    • Yes, the Terms & Conditions can change, but the current version on our website applies to future subscriptions.

Please note that this is a summary, and you should refer to the full Terms & Conditions for complete details and legal information.

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General Questions

  • How Is This Legal?
    • Thanks to the Agricultural Improvement Act of 2018, H.R. 2, or the 2018 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 our products are made using Hemp Derived compounds and contain less than .3% Delta 9 THC. While Delta 8 THC is legal under hemp laws that mirror H.R. 2, not all states have such laws. Some states specifically ban Delta THC products, so it’s essential to check your local laws and regulations before ordering.
  • 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 all 50 states, and the U.S. territories PR and VI. However, we do ask that you please look into your local laws and regulations regarding the products you are interested in. Despite being federally legal, many states and even counties have varying restrictions on hemp products, so it is important to find this information prior to placing an order with us!
    • We do not ship outside of the United States or the two eligible U.S. territories, and we do not accept freight forwarding addresses either.
  • I’m New To This Stuff; What Effects Should I Expect?
    • Great Question! It all depends on you and the products you try. We always suggest starting low and slow, low milligrams, and slowly increasing your dosage (for edibles, this means waiting the maximum time between doses as well, around 1-2 hours). Efficacy varies from person to person, and each compound affects each person differently. 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. Not to worry! 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 [email protected], 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 our products should have some psychoactive effect in the sense that they have the ability to alter your state of mind. CBD 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 and relaxation. THC, HHC, THCP, and like 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 our blog posts and YouTube channel, which have fantastic educational content about our products, and the world of hemp and THC!

Loyalty points/Store Credit

  • How can I apply change my loyalty points into store credit to be used on an order?
    • We are glad you asked! 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 then 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. If you redeemed your points in your account, they can be applied on the checkout page underneath “discounts”, when you click this, it will show how many credits you have available to apply, and you can again enter the desired amount. Redeeming points alone will not apply them to your order, as it is the store credit that must be applied at on the checkout page in order for it to take an amount off of your order.
    • Once store credit has been applied, you will see the entered amount taken off from your order in the order total. If you do not see it applied, make sure you pressed the “apply” button after entering the amount of credits you wished to use. If you refresh your page at all during the checkout process, this will remove the store credit discount from your order, and it will need to be applied again.
    • If you accidentally checked out and only redeemed your points into store credit, but did not apply it to your order, unfortunately we would not be able to apply it after the charge has gone through. Worry not! These credits are still available in your account, and can be used on any future orders*. You can see these available in the store credit tab on your account.
      • *Store credits cannot be applied towards subscription orders
Customer Service Contact Info:
Email – [email protected] |  Phone – 1-888-206-3832 option 1 for Customer Service
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