Damage During Shipping

Be sure to check your order carefully once it arrives for any shipping damages. If you opted for the Route Shipping Protection, you can submit claims directly to Route via the link in the email sent once your order was placed. Route claims for damaged items must be placed within 15 days of the confirmed delivery date. Photos of damage must be included in the claim. Click HERE to be directed to Route’s Claim Center.

If you did not choose Route Shipping Protection at Checkout, please contact the team at USPS regarding any packages that were damaged upon delivery. 

Faulty / Missing / Incorrect Items Received
In order to provide customers with a refund, replacement, or exchange on a faulty product, we require physical evidence of the issue (photo/video). If you are unable to provide us with evidence of the issue, or no longer have the product/disposed of it, we will not be able to assist you with a return, replacement, or exchange per our return policy.

If you receive your order and the products are missing, incorrect, or faulty upon arrival please reach out to our Customer Support Team within 5 business days of receiving the shipment. Please include specific details and photos of products, the problem with the order, and an image of the FULL packing slip, including the order number, order details, and the signed initials. If one of the devices you received was faulty, please include photo and video evidence of it not working in the email to Customer Support. Email – CustomerService@TheHempDoctor.com. If one of your devices stops working within 30-days of delivery and you contact us before that time, we can offer you a refund or exchange once the item has been returned and the proper information has been provided.  

Unfortunately, we are unable to process returns for missing or incorrect items if we are not contacted within 5 business days of the confirmed delivery date. We do not process returns on faulty devices if we are not contacted within 30 days of the confirmed delivery date. 

Product Return

Your satisfaction with The Hemp Doctor product is of the utmost importance to us. The Hemp Doctor wants you to experience the full benefits of their premium PCR Hemp Oil products. Therefore, if you use any of The Hemp Doctor’s products and are not 100% satisfied, The Hemp Doctor will provide you with a full refund on the product once it is returned as long as you submit the request within 30 days of the confirmed delivery date and the container/device has 50% or greater of the product remaining, most productsare eligible for refund or exchange! Contact us at CustomerService@TheHempDoctor.com, to request a refund. The Hemp Doctor would be more than happy to answer questions and make suggestions on what product may better suit your needs.

Remember that you will need to pay for shipping the item you send back to us. We will only cover costs for exchanges or returns on products that we have proof of being faulty, as mentioned above. We realize that paying return shipping may be inconvenient, and we understand that this can often be a frustrating cost. However, please keep in mind that we are a small mom & pop business. We are not a large corporation that deals in such high volume that we can offer free shipping and free or reimbursed return shipping. We would genuinely love to do this, but it is simply not something that a small business such as ours can afford to do. But we offer very personal and friendly customer service and the quickest order turnaround we can provide.

Please also note that upon returning a product to us for a refund, we will not refund the initial shipping charge on the order. You will receive a refund on the product itself, as it has already been shipped accordingly, and this cannot be refunded. 

Items purchased at our physical store must be returned to the store where they were purchased with a receipt. We are unable to process returns at our store without a receipt or the original card used to purchase the items. Items purchased online must be sent back to our returns department and are not eligible for in store return.

*Any item(s) that were purchased at a separate location that carry our products are not eligible for returns or exchanges. We are not able to replace items if they were not purchased directly from our company either online or in one of our retail locations.*

*All flower products are final sale and are not eligible be returned for an exchange or refund. This can be evaluated on a case by case basis if absolutely necessary, but please take note of this before opening the product. *

For all other returns, please complete the Return Process below.

Returns Process:

1) Email us at customerservice@TheHempDoctor.com ASAP to alert us that you will be returning your product within the 50%, 30-day timeframe and to ensure your item/order is eligible for a return/exchange. Please provide your order number, reason for the return, whether you would prefer a refund or exchange, and any additional information you think may be helpful. Any items/orders sent back without prior authorization will be reviewed once we obtain the proper information.

2) In the package, please include a note with your name, order number, and whether you would like a refund or exchange. Once you have shipped your product back to us, please email the tracking number to customerservice@TheHempDoctor.com so we can keep an eye out for it.

3) Once we receive your package back at our facility and confirm its condition, we will issue a refund for the unopened product and email you a confirmation. Please allow 7-10 days for the refund to post to your statement.

If you have any questions regarding our return policy, please email customerservice@TheHempDoctor.com.

Return Shipping Address:

THD Returns Department

163 McKenzie Road, Mooresville, NC 28115

Please note merchandise must be postmarked for return or exchange within 30 days of confirmed delivery. Products will be evaluated upon their return to ensure they meet our policy requirements.

* Items marked “Final Sale” cannot be returned or exchanged. All flower products are marked as Final Sale! Flower is not eligible for returns or exchanges! (to be evaluated on a case-by-case situation if necessary). 

*Clothing items purchased from our site are final sale. There are no returns or exchanges accepted on these products, so please be sure to check out our size chart before purchasing. 

Returns will be refunded to the original form of payment or to store credit if your purchase was made under an active account. The customer is responsible for the return shipping costs as stated above.

Customer Service Contact Info:

Email – CustomerService@TheHempDoctor.com |  Phone – 1-888-206-3832 option 1 for Customer Service