Frequently Asked Questions
Here are some of the most frequently asked questions we receive at Charlotte's Web™
General Questions
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An extract is a preparation method that concentrates ingredients and compounds—in this case, from hemp. Hemp extract consists of terpenes and flavonoids from the hemp plant biomass.
Below is a list of the concentrations of our hemp extract oils.17 mg hemp per 1 mL oil
Contains at least 28 mg of hemp extract per 1 mL, providing 17mg of naturally occurring hemp extractOriginal Formula
Contains at least 86 mg of hemp extract per 1mL, providing 50mg of naturally occurring hemp extract60mg/1mL Hemp Oil
Contains at least 120 mg of hemp extract per 1 mL, providing 60mg of naturally occurring hemp extract
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A number of the Charlotte’s Web products are certified organic, and we are adding more over time. We can proudly say that all our hemp is now grown on certified organic U.S family farms. We have always grown with sustainable organic practices, but now have the official certification at the farm!
Our farms abide by the highest quality standards, and we plant our crop only after the soil and water sources have first been tested extensively. We pledge to never use harsh synthetic pesticides on our plants. If we do need to use plant protection products, which is very, very rare, we ensure that they’re certified organic and will not impact our final product with any residues.
Just having certified organic hemp, however, doesn’t mean our products get to be certified organic. Every step in the manufacturing process must be certified organic as well for an organic seal to be allowed on the bottle. We are working diligently on this, so you could see a few products be certified organic before others are. If you're curious about what products are USDA certified organic, the answer is: some are currently and more will be in the future. Read on to learn more!
Order Related Questions
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Yes, we offer full and partial refunds.
Please inquire for more information about our Refund policy. -
A refund request can be submitted within a month after the purchase is made.
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When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.
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All Charlotte’s Web™ products come with a certificate of analysis (COA) on the packaging. You can look up your product’s COA here on our website.
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We offer three convenient shipping options to meet your needs:
- Ground shipping (5-7 business days): $8.99 and free on orders $75+
- Second Day Air (2-3 business days): $15.99
- Next Day Air (1-2 business days): $29.99
We can ship to P.O. Boxes via UPS Ground shipping only. Please note that orders to AK and HI may experience slightly longer delivery times.
Orders placed before 12pm MST ship on the same business day. Any orders placed after this time will be shipped on the following business day, excluding weekends and holidays. For more information, see our full Shipping Policy.
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We charge sales tax in several states in accordance with local laws. The tax rate and laws vary depending on the state that we ship to.
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Colorado residents will notice a $0.27 Colorado Retail Delivery Fee on their receipt. This fee is intended to contribute to Colorado’s transportation infrastructure.
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Once your order has been shipped, you will receive an email containing tracking information that you can reference for updates until delivery is completed.
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Sometimes packages are scanned under the wrong setting as the mail carrier is loading their truck for the day’s delivery which triggers the delivered email you received. Typically, the package shows up in the mailbox within 24-48 hours, but if you still haven’t received it, please let us know and we’d be happy to assist you.
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All products carry a 30-day satisfaction guarantee from when the product is delivered. If you are not satisfied with your purchase, please contact us and we’d be happy to assist.
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If you've placed an order and would like to modify the items or shipping address, please call our Customer Care team at 1-855-790-8169. If the order has not shipped, we can modify the order to your liking. If the order has shipped, you will then need to follow the return/exchange process.
Product Related Questions
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The legal status of hemp and hemp-derived products, including those containing hemp extract, may vary from state to state. However, the 2018 Farm Bill legalized hemp and removed it from the federal Controlled Substances Act.
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Charlotte’s Web uses hemp cultivated from family farms in the US. Each farm practices organic farming methods and regenerative agriculture. Our corporate headquarters and manufacturing facility is in Louisville, Colorado.
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At Charlotte’s Web ™, we uphold the highest standards of product quality and safety through rigorous testing processes:
- Third-Party Lab Testing: We engage reputable third-party labs to meticulously analyze our products. Explore our batch reports batch reports.
- Organic Certification: Our commitment to organic practices ensures that our products meet stringent organic standards. Learn more about our organic certification.
- NSF Certification: We're proud to be certified by NSF for sport, ensuring our products are reliable. Discover more about our NSF certification.
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We recommend that you store your Charlotte’s Web™ products in a cool, dark place.
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Our products are free of gluten, parabens, and the eight major allergens.
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