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.
What does “Trust Earned Naturally” mean?
The Stanley Brothers, creators of Charlotte’s Web, were pioneers in creating hemp and CBD products for health and wellness. As such, they’ve naturally earned the trust of the many they serve.
What is hemp extract?
An extract is a preparation method that concentrates an ingredient—in this case, hemp. Hemp extract consists of phytocannabinoids and plant matter such as terpenes and flavonoids.
Below is a list of the concentrations of our hemp extract oils.
7 mg CBD per 1 mL oil
Contains at least 11 mg of hemp extract per 1 mL
17 mg CBD per 1 mL oil
Contains at least 28 mg of hemp extract per 1 mL
There are 50 mg CBD in 86 mg of hemp extract
60 mg CBD per 1 mL oil
Contains at least 120 mg of hemp extract per 1 mL
Is Charlotte’s Web organic?
Although we are not organic certified, we practice as such in hopes of becoming organic certified in the future.
All pesticides, mildewcides, and herbicides used on our plants are 100% organic (Hemp is a fibrous plant that holds on to everything put on it so we are very careful of spraying harsh chemicals on the plants).
What are cannabinoids?
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. These compounds are key players in normal immune and central nervous system functioning. There are more than 80 identified cannabinoids.
A system within the human body called the endocannabinoid system (ECS) has receptors that these compounds fit into, using cannabinoids to support cells and healthy immune system function, despite fluctuations in our external environment.*
Hemp produces more than 80 different phytocannabinoids naturally. Of the 80+ non-psychoactive phytocannabinoids, Cannabidiol (CBD) is the most widely known. Others include Cannabigerol (CBG), Cannabichromene (CBC) & more.
Charlotte’s Web whole-plant extracts tap a unique assortment of hemp’s phytocannabinoids, plus terpenes, flavonoids, and other valuable hemp compounds to support the body.*
What is the Endocannabinoid System?
The Endocannabinoid System (ECS) is a collection of cell receptors within a mammal’s body. Scientists discovered this system in the 1990s.
Phytoannabinoids work with the mammalian Endocannabinoid System (ECS), which is a vast receptor system that helps support homeostasis and health.* This receptor system exists in the immune system, the central nervous system, and within many organs. The ECS accepts our bodies’ own endocannabinoids as well as the phytocannabinoids found in hemp.
The ECS is designed to support cells and healthy immune system function, despite fluctuations in our external environment.*
A human’s endocannabinoid system 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.*
A phytocannabinoid is a compound that fits into a phytocannabinoid receptor. Hemp produces over 80 different cannabinoids that work to support the endocannabinoid system.*
Charlotte’s Web products are whole-plant extracts that include a range of beneficial compounds found in hemp, including phytocannabinoids and other phyto-compounds (such as terpenes and flavonoids) that work to support your health.*
To support our bodies endocannabinoids, CW’s natural phyto-cannabinoids can be introduced to support the ECS’s major receptors, CB1 and CB2. This helps to maintain proper balance, allowing for immune system support.*
What is the Entourage Effect?
The Entourage Effect is a phrase coined in 1998 by two Israeli scientists to describe their findings that taking the entire spectrum of natural chemicals found in cannabis is more beneficial than only taking a single molecule compound.
Charlotte’s Web products are whole-plant extracts that include a variety of phytochemicals. These beneficial compounds include a range of phytocannabinoids, terpenes, and flavonoids.
What is cannabidiol (CBD)?
Cannabidiol, or CBD for short, is a non-psychoactive phytocannabinoids. Phytocannabinoids are chemical compounds found in hemp plants. There are over 80 different phytocannabinoids.
Research shows significant potential for phytocannabinoids to support health & wellness.* Hemp contains other beneficial phytocannabinoids.
What is Hemp Oil?
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 whole plant 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 and health.* It exists in the immune system, many organs, and the central nervous system. The ECS accepts our bodies’ internal endocannabinoids as well as the phytocannabinoids found in hemp.
Charlotte’s Web Hemp Extract Oil is available without a prescription and is sold or shipped to all 50 states.
What are the recommended servings for Charlotte’s Web Paws?
Charlotte’s Web Paws 100mL Suggested Use:
Charlotte’s Web Paws 30mL Suggested Use:
How should I store my Charlotte’s Web™?
Charlotte’s Web does not need to be refrigerated, but if you prefer to take it when it chilled you can store it in the fridge without that impacting the product. We recommend storying your CW anywhere that the bottle isn’t exposed to constant light and or heat. For further inquiries please contact our Customer Care team at [email protected], or call Customer Care at 1-855-790-8169.
How should I use the included dropper to administer the Hemp Oil?
Some of our Charlotte’s Web™ hemp extract bottles come with an included 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 in contact with the interior and exterior of your mouth. It is recommended that you clean the dropper after each use, especially if it comes in contact with your mouth, with an alcohol swab to ensure proper storage of the product.
Will Charlotte’s Web™ CBD products cause me to fail a drug test?
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, for example 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 health care provider before consuming any hemp products if you are subject to drug testing.
Why isn’t there an expiration date on Charlotte’s Web Hemp Oil products?
We continually evaluate the long-term stability of our products, and preliminary data shows that if stored properly, there is no observed degradation of Charlotte’s Web™ hemp products up to 1 year.
I would love to start selling Charlotte’s Web oil products, where do I start?
Please visit the Retailer Signup page and follow the instructions. If you are approved, a Charlotte’s Web representative will contact you.
Are there any side effects from giving my dog Charlotte’s Web extract oil?
There should be none as long as the suggested serving allotments are followed. 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 Charlotte’s Web batch results?
Looking for batch results? All batch records from May 1st, 2018 are available to download here. Batch results from before May 1st, 2018 are available upon request. Please email Customer Care at [email protected] with your batch number to receive a copy of your batch result.
Can I use Charlotte’s Web extract oils for my cat?
To date, our experience as a company is with humans and dogs, however if you decide to try Charlotte’s Web extract for your cat please contact your veterinarian.
Who are the Stanley Brothers?
Stanley Brothers are the founders of Charlotte’s Web. Joel, Jesse, Jon, Jordan, Jared, Josh and Austin are seven brothers from Colorado. In 2012 they developed the genetics for Charlotte’s Web, a non-psychoactive hemp plant.
In 2013, the brothers achieved global media recognition through Charlotte’s groundbreaking story, which was featured in Dr. Sanjay Gupta’s CNN documentary WEED, as well as The View, 60 Minutes, The New York Times, The Wall Street Journal, and many more.
What is CBD oil?
CBD is short for cannabidiol. It is a mighty phytocannabinoid found in hemp and known for supporting body and mind in many ways.
CBD specifically comes from the flowers and leaves of the hemp plant. (Not to be confused with oil that comes from hemp seeds, which contain no cannabinoids.)
Why it works – The human body has a vast network of receptors, called the endocannabinoid system, which helps us maintain overall wellness and keep many of our physical processes moving in the right direction. CBD fits into the receptors, helping the body complete in its efforts to keep us in good health. Learn more about the Endocannabinoid System.
Questions About Hemp
What is the difference between CBD and Hemp Extract?
Hemp extract and cannabidiol (CBD) are different. To further explain, full-spectrum hemp extract is a concentrated form of the hemp plant and has all the components it had, in a concentrated form. CBD is one component of the hemp plant known as a phytocannabinoid. 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. Of the 86 mg of hemp extract, we guarantee that at least 50 mg is CBD per 1 mL.
Included below is a breakdown of all of 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.
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.
CBD Isolate contatins 30 ml= approx. 20 mg CBD per ml of oil,
600 mg per the entire bottle (Isolate contains CBD, not Hemp Extract)
Charlotte’s Web Hemp Infused Balm and Hemp Infused Cream – topical products are formulated to offer a minimum of 120 mg 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.
Product Related Questions
Can my cat or other pets take your pet line?
The pet products we offer currently are designed to support canine wellness. We are continually evaluating ways to expand our offerings and develop new products to serve the Endocannabinoid Systems of many mammals. Stay tuned for more from Charlotte’s Web™ for your favorite pet! Speaking of the Endocannabinoid System, learn more about how it works here!
What are the functional ingredients of your pet products?
Our new pet chews for canines feature ingredients blended specifically to support your dog in the ways they need it. Our Calming Chew in Chicken Flavor includes Valerian Root, Passionflower, Chamomile, and our Charlotte’s Web™ Hemp Extract. The Hip & Joint Chew in Chicken Flavor includes Glucosamine HCl, Chondroitin Sulfate, Turmeric Root, and Charlotte’s Web™ Hemp Extract. Our Senior Chew in Chicken Flavor includes DHA, EPA, Vitamin E, Elderberry Powder, and Charlotte’s Web™ Hemp Extract.
How should I decide what pet product is best for my dog?
You know your fur baby better than anyone. As you observe their health from day to day, you can see what areas of wellness are most important for maintaining. We’ve added more products to our pet line so that you can care for your pup in a variety of ways.
Our new chicken-flavored chews were formulated with botanical blends to support your dog in various ways, whether they need help for Calm, Senior or Joint care:
- Calming: helps with stress surrounding travel, separation, and more
- Hip & Joint: eases stiffness caused by dogs’ normal daily routine
- Senior: naturally supports brain health
For topical needs, our Balm in a soothing scent was designed to support canines with sensitive skin. It supports skin health and helps maintain normal skin moisture.
Those who already love our hemp extract oil for dogs will be pleased to have two different strengths and two flavor options.
Are there differences in your pet products?
A lot. We have many different ways to share our full-spectrum hemp extract CBD with your dog — oils, chews, and a topical balm. Our oils come in chicken-flavored and unflavored options. We have chews with various botanical blends for different functional benefits. And last but not least, our oils are now available in a pump top to make sharing with your dog even easier.
I use Charlotte’s Web™ PAWS, do you still offer that product?
Yes, our unflavored hemp extract oil, previously known as PAWS, is still available. Now it’s our Charlotte’s Web™ Hemp Extract Drops 17mg for Dogs.
Do you sell 60mg/1mL CBD Oil online?
Yes! We sell 60mg/1 mL CBD Oil, currently offered in three flavors in the 30mL package size: Mint Chocolate, Orange Blossom, Lemon Twist. The Mint Chocolate is also available in 100mL.
What’s the difference between Charlotte’s Web 60mg/1mL CBD Oil and Original?
Our 60mg/1mL CBD Oil is CO2-extracted while our Original Formula continues to be IPA-extracted.
Does the Isolate contain THC?
This product is tested by high performance liquid chromatography to ensure it contains no more than 13 parts per million of tetrahydrocannabinol (THC). If you are subject to testing for THC please visit this pagefor more information prior to using this product.
How much CBD is in each serving of the Isolate?
The CBD content of our Isolate is 20mg/mL. Serving size is 1mL or 2 droppers full.
What extraction process is used for the Isolate?
We use a proprietary process that allows us to isolate CBD from the hemp extract.
What’s the difference between the Charlotte’s Web Isolate and other Charlotte’s Web products?
Our CBD Isolate is THC-Free.* Unlike our other full spectrum products, the Isolate does not contain additional phytocompounds such as other phytocannabinoids beyond CBD, terpenes, and flavonoids.
*This product is tested by high performance liquid chromatography to ensure it contains no more than 13 parts per million tetrahydrocannabinol (THC). If you are subject to testing for THC please visit this page for more information prior to using this product.
How much oil does the dropper hold?
The dropper on all 30mL bottles holds .5mL of Hemp Extract Oil
The dropper on all 100mL bottles holds 1mL of Hemp Extract Oil
Dropper use: Gently squeeze the rubber end and release. The dropper will be half full which indicates a “full dropper” (Oil will not fill the entire dropper).
How many servings are in each bottle of Hemp Extract Oil?
The 30mL bottles contain 30 1mL servings. The dropper on all 30mL bottles holds .5mL of oil.
The 100mL bottles contain 100 1mL servings.The dropper on all 100mL bottles holds 1mL of oil
Can the color of my hemp extract CBD oil vary from batch to batch?
Products that are made with ingredients grown in nature sometimes vary slightly from batch to batch. Charlotte’s Web product are not made with any additives or dyes to standardize the color of our products. That said, you’re left with only 100% natural CBD oil the way nature intended. If you experience a color difference from product to product that is due to the natural, seasonal variation in our hemp crops. We thoroughly test each batch to ensure that the amount of hemp extract stays consistent in each product.
What is Charlotte’s Web?
Charlotte’s Web is the name of the proprietary hemp genetics developed by the Stanley Brothers and is the core of Charlotte’s Web products. All Charlotte’s Web products include whole-plant hemp extracts from Charlotte’s Web plants. The extracts contain a unique blend of cannabinoids plus terpenes and flavonoids. Cannabinoids are phyto-compounds that are produced by the hemp plant.
The Stanley Brothers developed a variety of hemp to provide health benefits without psychoactive effects. This was initially called “Hippie’s Disappointment,” until the Stanley Brothers met Charlotte Figi and her family. As a result of Charlotte’s very positive feedback after using their extract, the Stanley Brothers renamed their proprietary hemp, Charlotte’s Web.
One of the most commonly known cannabinoids in hemp is non-psychoactive cannabidiol (CBD). Cannabinoids work with the mammalian Endocannabinoid System (ECS), which is a vast receptor system to support homeostasis and health.* It exists in the immune system, the central nervous system, and within many organs. The ECS accepts our bodies’ own endocannabinoids as well as the cannabinoids found in hemp.
Check out our blog for more information on the difference between Charlotte’s Web CBD oil vs. hemp seed oil vs. marijuana or for tips on How To Shop For Quality Hemp CBD Oil.
Our products comply with all applicable State and Federal regulations.
What is the right product for me?
Charlotte’s Web™ is the World’s Most Trusted Hemp Extract™ and at any strength you can feel confident that you will be giving your body support from phytocannabinoids and phytochemicals. If you are new to using Charlotte’s Web™ hemp extracts, you might like to try the 7mg/1mL CBD Oil. It is a great introduction to the qualities found in our products at an affordable price. If you have tried Charlotte’s Web in the past, regularly consume hemp products, have a generally active lifestyle, or are just looking for phytocannabinoids and phytochemicals, the 17mg/1mL CBD Oil is perfect for you. If you live a very active lifestyle and are looking to maintain optimal mental and physical performance, the Original Formula Hemp Extract Oil is the Charlotte’s Web™ product for you. Formulated with the most advanced concentration of phytocannabinoids and phytochemicals, this is the product that made Charlotte’s Web™ the World’s Most Trusted Hemp Extract™.
How should I decide which hemp extract to purchase?
Charlotte’s Web™ is the World’s Most Trusted Hemp Extract™ with any product you can feel confident that you will be supporting your body with phytocannabinoids and phytochemicals.* If you are new to Charlotte’s Web, we suggest using our product finder to help you select the best product for you.
What are the ingredients in Charlotte’s Web 7mg/1mL CBD Oil?
7mg/1mL CBD Oil – 100mL Mint Chocolate
7mg/1mL CBD Oil – 30mL Mint Chocolate
7mg/1mL CBD Oil – 100mL Olive Oil
7mg/1mL CBD – 30mL Olive Oil
7mg/1mL CBD – 30mL Orange Blossom
7mg/1mL CBD – 30mL Lemon Twist
What are the ingredients in Charlotte’s Web 17mg/1mL CBD Oil?
17mg/1mL CBD Oil – 100mL Mint Chocolate
17mg/1mL CBD Oil – 30mL Mint Chocolate
17mg/1mL CBD Oil – 100mL Olive Oil
17mg/1mL CBD – 30mL Olive Oil
17mg/1mL CBD – 30mL Orange Blossom
17mg/1mL CBD – 30mL Lemon Twist
What are the ingredients in Charlotte’s Web Original Formula CBD Oil?
Our Original Formula CBD Oils contain 50mg of CBD per mL
Original Formula CBD Oil – 100mL Mint Chocolate
Original Formula CBD Oil – 100mL Olive Oil
Original Formula CBD Oil – 30mL Olive Oil
Original Formula CBD Oil – 30mL Mint Chocolate
What are the ingredients in Charlotte’s Web 60mg/1mL CBD Oil?
60mg/mL CBD Oil – 100mL Mint Chocolate
60mg/mL CBD Oil – 30mL Olive Oil
60mg/1mL CBD Oil – 30mL Lemon Twist
60mg/mL CBD Oil – 30mL Orange Blossom
What are the ingredients in the 15mg CBD Oil Liquid Capsules?
15mg CBD Oil Liquid Capsules – 30 count
15mg CBD Oil Liquid Capsules – 60 count
15mg CBD Oil Liquid Capsules – 90 count
What are the ingredients in the 25mg CBD Oil Liquid Capsules?
25mg CBD Oil Liquid Capsules – 30 count
25mg CBD Oil Liquid Capsules – 60 count
25mg CBD Oil Liquid Capsules – 90 count
How much hemp extract is in Charlotte’s Web topicals?
Our Charlotte’s Web™ Hemp-Infused topical formulas contain 300 mg of hemp extract per ounce.
Are Charlotte’s Web topicals considered full spectrum?
Yes, the Charlotte’s Web topical formulas are made with full-spectrum hemp extract.
What does “plant-based cannabinoids” mean?
Plant-based cannabinoids refers to compounds that come directly from plants. On our packaging, it’s how we denote the amount of CBD inherent in each product. CBD (Cannabidiol) is one of many beneficial compounds found in hemp. Science has shown that CBD, along with many of the other compounds found in hemp, can play an important role in wellness.
What’s the difference between the balm stick and balm in a tin?
Charlotte’s Web Hemp-Infused Balm Stick tends to be a bit stiffer than our Hemp-Infused Balm (Tin), and you can apply it with the applicator, rather than with your fingers.
Are your topical creams good for sensitive skin?
Yes, our Hemp-Infused Cream is ideal for sensitive skin and was formulated with nourishing botanicals like aloe vera, coconut oil, oat extract, sea buckthorn oil, and full-spectrum hemp extract.
How do I use the roll-on most effectively?
Our Hemp-Infused Roll-Ons, available in Peppermint and Lavender, are ideal for small areas like the temples, forehead or wrists. You can apply day or night, as needed—just avoid contact with your eyes.
What ingredients are in Charlotte’s Web roll-ons?
Our Peppermint Hemp-Infused Roll-On is formulated with peppermint oil, menthol, eucalyptus oil, rosemary oil, and full-spectrum hemp extract. Our Lavender Hemp-Infused Roll-On is formulated with lavender oil, bergamot oil, chamomile oil, and full-spectrum hemp extract.
How do I use the cooling gel most effectively?
Our Hemp-Infused Cooling Gel was formulated for a more mindful wellness routine and features menthol, arnica, and full-spectrum hemp extract. Our two-ounce, airless pump dispenses a dime-sized amount of product per use, which we recommend using anywhere on the body you want a cooling effect for serious soothing. Avoid contact with eyes.
What’s the difference between the new Charlotte’s Web cream and the old CW Hemp and Charlotte’s Web creams?
The short answer is more CBD! We’ve reformulated our cream to include more ingredients to help support skin health, as well as 750 mg of CBD per bottle. Ingredients include aloe vera, coconut oil, oat extract, sea buckthorn oil, and full-spectrum hemp extract.
What’s the difference between the new balm and the old balm?
Our new and improved formula now features more CBD! Our old balms included 60 and 180 mg of CBD respectively per tin, while our new ones feature 150 and 450mg of CBD.
We’ve also added a new balm formula in our Hemp-Infused Balm Stick, which features menthol, peppermint oil, turmeric oil, ginger oil, and full-spectrum hemp extract for additional support.
Can I use Charlotte’s Web topicals on my face?
Our topical formulas were designed for body use, not facial application. Our scented formulations feature natural botanicals like menthol and cinnamon, which tend to feel soothing on your body, but may be a bit much if you try them on your face.
Were any of these topicals tested on animals?
No. Our topical formulas underwent zero animal testing.
Are your topical formulas vegan-friendly?
Yes! All of our topical formulas were formulated with vegan ingredients, except for the beeswax present in our balms and balm stick. Our topicals are also considered gluten-free, free of parabens, and free of 8 major allergens.
Can I take Charlotte’s Web with prescription medications?
As with any dietary supplement, we recommend consulting your physician prior to adding cannabinoids with naturally occurring CBD to your daily routine.
Are all Charlotte’s Web products tested for glyphosate?
Yes. All our extracts and/or final products are tested for glyphosate.
Order Related Questions
How do I apply for an exemption from Health Canada?
Apply for an exemption from Health Canada
Ask your doctor to write a letter to Health Canada acknowledging the intent to use Charlotte’s Web. 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.
Email the signed letter with your request for an exemption for Charlotte’s Web to [email protected]
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.
In what states is tax charged?
We charge sales tax in a number of 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. The following states will be charged tax when placing orders on charlottesweb.com: AL, AZ, AR, CA, CO, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MA, MN, MS, MO, NE, NV, NM, NC, ND, NY, OH, OK, RI, SC, SD, TN, TX, UT, VA, WA, WI, WV.
What Shipping & Handling methods do you offer?
We offer Ground, 2-Day and Next Day Air Shipping & Handling services. We’re pleased to offer Free Shipping & Handling on orders over $74.00. Our processing time has increased slightly. It may take up to five days for your order to be processed and shipped. We’re doing everything we can to get your product to you safely and as quickly as possible. Thank you for your patience. If you have additional Shipping & Handling questions, please call us at 855-790-8169.
Does Charlotte’s Web Hemp Oil ship to all 50 US States?
Charlotte’s Web products are sold or shipped to all 50 states.
Can I modify my order after it has been placed?
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.
Can I return a Charlotte’s Web product?
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 actually 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 for another product or receive a full refund.
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 auto email will notify you of that transaction.
If you purchased our product through a Charlotte’s Web distributor or retailer, go to the original purchase location for any return or exchange.
Shipping & Handling to Canada
Health Canada has begun granting personal exemptions to qualifying Canadians. If approved, you can import Charlotte’s Web™ to Canada!
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.
Why did I receive a “Tracking Error” in my shipment confirmation email?
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.
What are the exclusions on promotional offers?
You can purchase up to five products per cart. 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.
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 five products. Discount codes cannot be applied to Bulk or Bundled products as these are already discounted. Lastly, discount codes cannot be combined with Reward Dollars. Discount codes and Harvest Dollars 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.
For every $100 spent (before tax), you’ll earn a $5 reward which can be applied to a future purchase. During double or triple rewards points promotional periods, you’ll earn $10 or $15 for every $100 spent. Rewards are earned in $5 increments. You may use Rewards Points on an Autoship subscription orders. To check your current Rewards Points balance, visit https://www.charlottesweb.com/reward/customer/info/ . Rewards Points expire 365 days after they are earned.
During Harvest Dollars earning periods, you can earn a $20, $50, or $100 gift certificate by spending $100, $250, or $500 that can be used on a future purchase. Please see the fine print in Harvest Dollars earning window emails for exact earnings and redemption dates. Harvest Dollars can be earned by purchasing all products on the website. However, they cannot be combined with other offers.
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.
You’ll also have the option to add a Discount Code to your cart during the checkout process after you enter your Shipping Information.
How do I redeem my Rewards Points?
During checkout, after you’ve entered your address, you’ll be prompted to add payment information. On this screen, if you are logged in to your account and have Rewards Points available for use, you’ll be prompted to use your Rewards Points.
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. To remove Reward Points, you must go back to ‘View & Edit Cart’ and click the ‘X’ to remove the Reward Points entered.