Frequently Asked Questions
Here are some of the most frequently asked questions we receive at Charlotte's Web™.
Don't see the answer to your question here? Trying getting in touch with our Customer Care Team.
An extract is a preparation method that concentrates ingredients and compounds—in this case,
from hemp. Hemp extract consists of phytocannabinoids such as terpenes and flavonoids from
the hemp plant biomass.
Below is a list of the concentrations of our hemp extract oils.
17 mg CBD per 1 mL
oil
Contains at least 28 mg of hemp extract per 1 mL, providing 17mg of naturally
occurring phytocannabinoids
Original
Formula
Contains at least 86 mg of hemp extract per 1mL, providing 50mg of naturally
occurring phytocannabinoids
60mg/1mL
CBD Oil
Contains at least 120 mg of hemp extract per 1 mL, providing 60mg of
naturally occurring phytocannabinoids
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!
The hemp for all our products is grown using organic farming practices. Some products are not able to be USDA Certified Organic due to other ingredients used in production, such as:
Capsules: The hemp extract inside our capsules and the capsule shell are organic It’s only the adhesive that seals the capsules that is currently not organic.
Original Formula: The hemp extract used in our Original Formula is extracted using a different process called isopropyl alcohol (IPA) extraction, which is not eligible for organic certification. We don’t want to change a thing in how we produce that formulation because we know many use it to maintain their wellness. We work closely with our cultivation and science teams to ensure we can constantly improve the products without impacting the extraction profile.
By November 1, 2021 any tinctures formulated with CO2 extracted hemp extract — in all sizes and flavors — will be USDA Certified Organic, but we’ll start shipping them out before then.
Cannabinoids are a
group of fatty compounds found in hemp but also produced by other plants and the human body.
They are the primary chemical compounds produced by the cannabis plant.
Hemp can produce more than 100 different phytocannabinoids naturally. Of the 100+
non-intoxicating phytocannabinoids, Cannabidiol (CBD) is
the most widely known. Others include Cannabigerol (CBG), Cannabichromene (CBC), Cannabinol (CBN) and,
more.
Charlotte's
Web full-spectrum extracts tap a unique assortment of hemp's phytocannabinoids, plus
terpenes, flavonoids, and other valuable hemp compounds to help support the body. *
Cannabinoids interact directly or indirectly with the Endocannabinoid System (ECS), which is
present in all living beings except insects.
The Endocannabinoid System (ECS) is a collection of cell
receptors within a mammal's body. Scientists discovered this system in the 1990s.
Phytocannabinoids work with the mammalian Endocannabinoid System (ECS), which is a vast
receptor system that helps support homeostasis and overall good health. * This receptor
system exists throughout the entire body, including the immune system, the central nervous
system, and within many organs. The ECS accepts our body’s self-produced endocannabinoids as
well as the phytocannabinoids found in hemp.
The ECS is designed to support cells and healthy immune system function, in reaction to
fluctuations in our external environment. *
A human's ECS affects many regions of the body, including functions of the immune system,
the central nervous system (including the brain), organs, connective tissue, and glands.
The ECS supports various biological tasks, including energy & balance, immune function,
memory, metabolism, sleep, and the function of the autonomic nervous system. *
Charlotte's
Web™ products are full-spectrum extracts that include a range of beneficial compounds
found in hemp, including phytocannabinoids and other phytocompounds (such as terpenes and
flavonoids) that work to support your body’s endocannabinoid system.
Supplementing with cannabinoids from plants (phytocannabinoids) can support our body’s
endocannabinoids, and the ECS's major receptors, CB1 and CB2. This helps to maintain proper
balance. *
The Entourage Effect is a phrase coined in 1998 by two Israeli scientists to describe their findings that taking a range of natural compounds found in cannabis is more beneficial than just taking a single molecule compound alone.
Charlotte's Web products are full-spectrum extracts that include a variety of phytochemicals. These beneficial compounds include a range of phytocannabinoids, terpenes, and flavonoids.
Cannabidiol or CBD for short, is non- intoxicating phytocannabinoid. Phytocannabinoids are chemical compounds found in hemp plants. There are over 100 different phytocannabinoids that can be found in hemp.
Research shows significant potential for phytocannabinoids to support general health & wellness. *
Hemp Oil is the essential oil produced from the leaves, buds, and stem of the hemp plant. Hemp oil can be extracted by both mechanical and chemical means. In the extraction process, the oil retains a range of the phytocannabinoids, terpenes, and flavonoids found naturally in hemp. Oil that comes from only the seeds of hemp—hemp seed oil—does not include all of the same plant compounds and is primarily composed of dietary fats.
Charlotte's Web is a full-spectrum hemp extract with a full spectrum of phytocannabinoids, terpenes, and flavonoids. Phytocannabinoids are phyto-compounds produced by the hemp plant. Cannabinoids work with the mammalian Endocannabinoid System (ECS), which is a vast receptor system to support homeostasis. * The ECS accepts our body’s internal endocannabinoids as well as the phytocannabinoids found in hemp.
Learn more about the difference between Charlotte's Web Cannabidiol (CBD) vs. Hemp Seed Oil vs. Marijuana.
HEMP EXTRACT DROPS W/17MG CBD FOR DOGS:
CALMING CHEWS FOR DOGS:
HIP AND JOINT CHEWS FOR DOGS:
CHEWS FOR SENIOR DOGS:
Charlotte's WebTM products do not need to be refrigerated, but if you prefer to take it when chilled, you can store it in the fridge without it impacting anything. We recommend storing your item where the bottle isn't exposed to constant light and/or heat. For further questions, please contact our Customer Care team at info@charlottesweb.com or call us at 1-855-790-8169.
Charlotte’s Web™ hemp extract tinctures come with a dropper for easy use. Keeping the dropper clean and void of any bacteria is essential for your health and the preservation of the hemp extract. If you choose to use the dropper for oral application of our hemp extracts, take special care to keep it from coming into contact with your mouth. It is recommended that you clean the dropper after each use with an alcohol swab to ensure proper storage.
Much like the consumption of poppy seeds may lead to a positive drug test for opioids, the consumption of certain hemp products may lead to a positive drug test for tetrahydrocannabinol (THC). THC is inherently present in trace amounts in hemp plants. The legal limit of THC in hemp is no more than 0.3%.
Furthermore, the underlying science behind the conversion of certain cannabinoids, for example cannabidiol (CBD), when consumed, to other related cannabinoids, like THC, is not yet fully understood. Although the risk is low, individual biochemistry, the possibility of conversion of cannabinoids, and the possibility of trace, but legal, amounts of THC inherent in hemp products, we strongly suggest consulting your healthcare provider before consuming any hemp products if you are subject to drug testing.
Click here to learn more about, Does CBD Show Up on a Drug Test?
Please visit the Retailer Signup page and follow the instructions. If you are approved, a Charlotte's Web representative will contact you.
There should be none if following the suggested serving amounts. If too much hemp extract oil is given to a dog, then temporary drowsiness may occur. Additionally, too much oil, not hemp extract, can cause dogs to have an upset stomach and potential diarrhea. Stick to the recommended serving sizes to ensure a happy pup!
Looking for a Certificate of Analysis? All testing records from May 1st, 2018 onward are available to download here. Testing results from before May 1st, 2018 are available upon request. Please email Customer Care at info@charlottesweb.com with your lot number to receive a copy of your Certificate of Analysis.
Click here to learn more about How to Read a Certificate of Analysis
CBD is short for cannabidiol. It is a mighty phytocannabinoid found in hemp and known for supporting the body and mind in various ways. *
CBD specifically, comes from the flowers and leaves of the hemp plant. (Not to be confused with hemp seed oil that comes from hemp seeds and contains no cannabinoids.)
Why it works: The human body has a vast network of receptors, called the Endocannabinoid System (ECS), which helps us maintain overall wellness and keeps many of our physical processes moving in the right direction. CBD works with those receptors, helping to keep us in good health. * Learn more about the endocannabinoids system.
Click here to learn more about What is CBD oil.
Full-spectrum hemp extract includes all the beneficial compounds the hemp plant has to offer, including phytocannabinoids, terpenes, flavonoids and phytosterols. CBD is just one of hemp’s many phytocompounds. Our Charlotte's Web™ proprietary hemp is naturally high in CBD. For example, our Original Formula has approximately 86 mg of hemp extract per mL which provides at least 50 mg of CBD per 1 mL.
Included below is a breakdown of all our products:
7 mg CBD per 1 mL oil contains at least 11 mg of hemp extract per mL. Of the 11 mg of full-spectrum hemp extract, you will receive at least 7 mg of CBD per serving.
17 mg CBD per 1 mL oil contains at least 28 mg of hemp extract per mL. Of the 28 mg of full-spectrum hemp extract, you will receive at least 17 mg of CBD per serving.
Original Formula oil contains at least 86 mg of hemp extract per mL. Of the 86 mg of full-spectrum hemp extract, you will receive at least 50 mg of CBD per serving.
60 mg CBD per 1 mL oil contains at least 120 mg of hemp extract per mL. Of the 120 mg of full-spectrum hemp extract, you will receive at least 60 mg of CBD per serving.
THC Free oill contains 25 mg of hemp extract per mL. Of the 25mg of hemp extract, you will receive the full 25 mg of THC free full-spectrum hemp extract per serving, without THC.
15 mg CBD Oil Liquid Capsules contain at least 24 mg hemp extract which includes at least 15 mg of CBD per capsule.
25 mg CBD Oil Liquid Capsules contain at least 40 mg hemp extract which includes at least 25 mg of CBD per capsule.
Full Spectrum 17 mg Hemp Extract for Dogs contains 25 mg of hemp extract per mL. Of the 25 mg of hemp extract, your pet will receive at least 17 mg of CBD per serving.
Charlotte's Web Hemp Infused Balm and Hemp Infused Cream topical products are formulated to offer a minimum of 300mg CBD per ounce.
Please visit this page and enter the lot number of your product to view the COA.
If you're new to taking CBD oil products and are wondering when you can expect to see results, check out our blog: When To Expect Results From Charlotte's Web CBD Oil.
Apply for an exemption from Health Canada
Ask your doctor to write a letter to Health Canada acknowledging the intent to use Charlotte's WebTM product. The letter must include the following:
- That the physician is aware of the use of Charlotte's Web (they must refer to Charlotte's Web by it's full name, not CBD, CW, etc)
- That the patient will remain under the physicians care
- The name, address, and license number of the physician
- The full name & mailing address of the applicant
- The full name of the patient receiving the oil
Have your doctor fill out this form letter:
I follow PATIENT_NAME of PATIENT_ADDRESS in my clinic. I am aware they are
planning on using Charlotte's Web and I will continue to follow them as they do
so.
DOCTOR_NAME
LICENSE_NUMBER
DOCTOR_ADDRESS
Email the signed letter with your request for an exemption for Charlotte's Web to hc.exemption.sc@canada.ca.
If your request is approved, please visit our Canadian site, proceed to checkout and upload your documents when prompted. Your order will be reviewed for proper documentation prior to being processed.
Note: Health Canada considers each application on a case by case basis. Not all cases will be approved for an exemption.
We charge sales tax in several states in accordance with local laws, such as certain states requiring a dietary supplement tax. The tax rate and laws vary depending on the state that we ship to.
Please note: We are currently using UPS Mail Innovations for all ground shipping orders, which involves both the U.S. Postal Service and UPS. All orders start out with UPS, but some do get routed to local post offices for final delivery. Our warehouse team will issue all customers a USPS tracking number, which can be used on either shipping company’s website for detailed tracking. Ground Shipping & Handling generally takes 5-7 business days from the time an order is placed to arrival at your door.
Shoprunner customers receive free 2-day shipping & free returns on all purchases over $50. UPS 2nd Day Air and Next Day Air shipping is not available for PO Boxes. For quick delivery, use a physical address for expedited shipping, as ground shipping is only available for PO Box deliveries.
Charlotte's Web products are sold or shipped across the United States.
Yes, we do ship to PO Boxes via UPS Ground Shipping only. UPS 2nd Day Air and Next Day Air shipping is not available for PO Boxes. For quick delivery, use a physical address for expedited shipping, as ground shipping is only available for PO Box deliveries.
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.
At Charlotte's Web, we stand behind our products 100%. We work hard to ensure that our quality is second to none, and thousands of our customers agree that this difference is something you will experience. We’re so convinced our products will make a difference you can feel, that if any product doesn’t meet your expectations, we want you to send it back within the first 30 days of delivery and we will happily give you the opportunity to exchange it for another product or receive a full refund. It's that easy.
Contact us within 30 days of receiving your product shipment. We’ll email you a label to print out, place on your package, and ship back at no cost to you. Once we receive the returned product, a refund will be issued, and an automated email will notify you of that transaction.
If you purchased our product through a Charlotte's Web™ distributor or retailer, just go to the original purchase location for any return or exchange. Unfortunately products purchased in retail locations cannot be returned through Charlotte's Web customer service or via charlottesweb.com. Only items purchased through our website can be returned through our customer service representatives.
Please note: There are no returns or exchanges on Final Sale items.
Click here to learn more about our return policy.
Health Canada has begun granting personal exemptions to qualifying Canadians. If approved, you can import Charlotte's Web to Canada!
Already approved?
Add items to the cart and upload your documentation on the checkout page. Complete and submit the order.
Charlotte's Web will review your documents.
If your documentation is approved, your order will automatically be processed and shipped. If your order is denied due to improper documentation, you will be notified and your order will be refunded.
** At this time, your order is restricted to olive oil based products due to Health Canada's restrictions on product flavoring.
You may have incorrectly received a Tracking Error in your shipping & handling confirmation email. To see if your tracking information is correct, please take the following steps:
1. Copy and paste the tracking number provided by Charlotte's Web via email
into Google, Bing or any other search engine and search for the number.
2. If the tracking information from USPS or UPS is updated, then your
tracking number is correct.
3. If the tracking information is not updated, please contact us and we can provide
an update for you.
Please note: We are currently using UPS Mail Innovations for all ground shipping orders, which involves both the U.S. Postal Service and UPS. All orders start out with UPS, but some do get routed to local post offices for final delivery. Our warehouse team will issue all customers a USPS tracking number, which can be used on either shipping company’s website for detailed tracking.
From time to time, Charlotte’s Web likes to
offer its family of customers promotional codes to save on hemp extract. While we do our
best to make the experience simple on our website, we understand that there may
be questions as well. If you have any questions, please feel free to contact our Customer
Care Team.
Discount Codes:
The limit is one discount code per order. All online discount codes have a designated
expiration date and can only be used once per customer. Furthermore, most codes can only be
applied to carts with up to ten products. Discount codes cannot be applied to bulk, bundled, overstock, or sale
products as these are already discounted. Lastly, discount codes cannot be combined
with reward points. Discount codes cannot be used on Autoship subscription orders as these
are already discounted. Please note: Some discount codes require you to be logged into your
Charlotte’s Web™ account. Other exclusions may apply.
Reward Points:
We're happy to offer our Charlotte's Web™ Loyalty Reward program and strongly encourage you
to use your points when available. Each dollar spent earns you 1 reward point. You can also
earn points by referring a friend and leaving a review on the site.
Once you hit 200 points, you can redeem it for $10 off your next order. All Rewards Points
can be redeemed in increments of 100 during checkout in the Order Summary. You can choose
the rewards points balance you wish to redeem per order between 200, 300, 400, 500, or 2000
points. Rewards points cannot be used in addition to other offers. For more information,
learn how it works
here.
How do I redeem a promo code?
In your Shopping Cart, you’ll see the option to add a Discount Code. Add the Discount Code
and select Apply Code.
Please note: Discount codes cannot be applied to Starter Sizes Oils, Bulk or Bundled
products as these are already discounted here!
You’ll also have the option to add a discount code to your cart during the checkout process
after you enter your shipping information.
Once you’ve selected to use your Rewards Points, the option to add a Discount Code will be
removed as Rewards Points cannot be combined with Discount Codes.
Oregon:
Oregon law restricts the sale of consumable hemp items containing 0.5 mg or more of THC, which includes full-spectrum hemp-derived CBD products (excludes THC-free products), to anyone under the age of 21. “Consumable hemp items” include anything that is made to eat, drink, or inhale.
Virginia:
Virginia law restricts the sale of products containing an industrial hemp extract that contains THC, which includes full-spectrum hemp-derived CBD products (excludes THC-free products), to anyone under the age of 21.
Minnesota:
Minnesota law restricts the sale of products containing any cannabinoid or THC extracted or otherwise derived from hemp to anyone under the age of 21.
Rhode Island:
Rhode Island law restricts the sale of hemp-derived consumable CBD products to anyone under the age of 21. “Hemp-derived consumable CBD product” is defined as any product meant for ingestion by a human or animal, including, but not limited to, concentrates, extracts, and hemp infused foods and products, which contains cannabidiol derived from a hemp plant.
Louisiana:
Louisiana law restricts the sale of adult-use consumable hemp products containing 0.5 mg or more of THC, which includes full-spectrum hemp-derived CBD products (excludes THC-free products), to anyone under the age of 21. “Adult-use consumable hemp product” is defined as any consumable hemp product that contains more than 0.5 mg of THC per package.
Colorado residents will notice an extra charge on their receipt because the state recently passed a bill charging residents a $0.27 fee on most home delivery orders. The fee is meant to help pay for Colorado’s transportation infrastructure.