Frequently Asked Questions
Here are some of the most frequently asked questions we receive at Charlotte's Web™.
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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.
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 cwhemp.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.
We offer ground, 2-day and next day air shipping services. Packages with ground shipping generally take 7 business days from placing an order to arrival at your door. We're pleased to offer free shipping on orders over $74.99. Orders over $175 qualify for our free 2-Day shipping promotion through 11:59pm MST on Dec. 19, 2018 with discount code 2NDAYAIR. If you have additional shipping questions, please call us at 855-790-8169.
Charlotte's Web products are sold or shipped to all 50 states.
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.
Standard exclusions for promotions are as follows:
- Cannot be combined with reward points.
- Cannot be used on orders containing Original Formula.
- Cannot be used on bulk products.
- Cannot be used on Starter Bundles.
- Valid on orders with five or less items in the shopping cart.
- Cannot be combined with Subscription Program discount.
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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.
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 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 Charlotte's Web 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.
Due to high demand and our desire to offer our Original Formula to as many customers as possible, we have temporarily limited availability to one bottle per order. As we replenish our stock, we’ll remove that restriction and begin to fulfill multiple orders again. Thank you for your understanding, we appreciate your patience.
Our Maximum Strength CBD hemp oil is CO2-extracted while our Original Formula continues to be IPA-extracted.
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 see www.cwhemp.com/testing for more information prior to using this product.
The CBD content of our Isolate is 20mg/mL. Serving size is 1mL or 2 droppers full.
We use a proprietary process that allows us to isolate CBD from the hemp extract.
Our CBD Isolate is THC-Free.* Unlike our other broad 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 see www.cwhemp.com/testing for more information prior to using this product.
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).
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
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.
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.
Our products comply with all applicable State and Federal regulations.
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 Full Strength Hemp Extract 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 Extra Strength Hemp Extract 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™.
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.
Our Full Strength Hemp Extract Oils contain 7mg of CBD per mL
Full Strength Hemp Extract Oil Mint Chocolate 100mL
Full Strength Hemp Extract Oil Olive Oil 100ml
Full Strength Hemp Extract Oil Olive Oil 30ml
Full Strength Hemp Extract Oil Mint Chocolate 30mL
Our Extra Strength Hemp Extract Oils contain 17mg of CBD per mL
Extra Strength Hemp Extract Oil Mint Chocolate 100ml
Extra Strength Hemp Extract Oil Olive Oil 100ml
Extra Strength Hemp Extract Oil Mint Chocolate 30ml
Extra Strength Hemp Extract Oil Olive Oil 30ml
Full Strength Hemp Capsules 15mg - 30 count
Full Strength Hemp Capsules 15mg - 60 count
Extra Strength Hemp Capsules 35 mg - 30 count
Extra Strength Hemp Capsules 35 mg - 60 count
Our CW Hemp infused balms and creams contain 300 mg of hemp extract per oz.
Helianthus Annuus (Sunflower) Seed Oil, Melaleuca Leucadendron (Cajeput) Oil, Cinnamomum Camphora (Camphor) Bark Oil, Cinnamomum Cassia (Chinese Cinnamon) Oil, Eugenia Caryophyllus (Clove) Flower Oil, Mentha Arvensis (Horse Mint) Leaf Oil, Menthol, Cera Alba (Beeswax), Cocos Nucifera (Coconut) Oil*, Simmondsia Chinensis (Jojoba) Seed Oil*, Butyrospermum Parkii (Shea) Butter*, Hemp Oil CO2 Extract, Tocopheryl Acetate (Vitamin E).
Aloe Barbadensis (Aloe Vera) Leaf Juice*, Purified Water, Carthamus Tinctorius (Safflower) Oleosomes, Butyrospermum Parkii (Shae) Butter*, Cocos Nucifera (Coconut) Oil*, Vegetable Glycerin**, Cetearyl Olivate, Sorbitan Olivate**, Mangifera Indica (Mango) Seed Butter*, Lactobacillus Ferment (from Cabbage)**, Lactobacillus, Cocos Nucifera (Coconut) Fruit Extract**, CW Hemp Oil CO2 Extract, Mentha Piperita (Peppermint) Leaf Extract, Arnica Montana Flower
Extract, Curcuma Longa (Turmeric) Root Extract, Salix Alba (Willow) Bark Extract, Cimicifuga Racemosa (Black Cohash) Root Extract, Prunus Armeniaca (Apricot) Kernel Oil*, Simmondsia Chinensis (Jojoba) Seed Oil*, Glyceryl Stearate (Palm Oil Derived), Xanthan Gum, Panthenol (Vitamin B5), Tocopheryl Acetate (Vitamin E), Cyamopsis Tetragonolobus (Guar) Gum*, Melaleuca Leucadendron (Cajuput) Oil, Cinnamomum Camphora (Camphor) Bark Oil, Cinnamomum Cassia (Chinese Cinnamon) Oil, Eugenia Carophyllus (Clove) Flower Oil, Mentha Arvensis (Horse Mint) Leaf Oil, Menthol, Sodium Benzoate, Potassium Sorbate.
*Organic **EcoCert and/or Internationally approved
Aloe Barbadensis (Aloe Vera) Leaf Juice*, Purified Water, Carthamus Tinctorius (Safflower) Oleosomes, Butyrospermum Parkii (Shae) Butter*, Cocos Nucifera (Coconut) Oil*, Vegetable Glycerin**, Cetearyl Olivate, Sorbitan Olivate**, Mangifera Indica (Mango) Seed Butter*, Lactobacillus Ferment (from Cabbage)**, Lactobacillus, Cocos Nucifera (Coconut) Fruit Extract**, CW Hemp Oil CO2 Extract, Mentha Piperita (Peppermint) Leaf Extract, Arnica Montana Flower Extract, Curcuma Longa (Turmeric) Root Extract, Salix Alba (Willow) Bark Extract, Cimicifuga Racemosa (Black Cohash) Root Extract, Prunus Armeniaca (Apricot) Kernel Oil*, Simmondsia Chinensis (Jojoba) Seed Oil*, Glyceryl Stearate (Palm Oil Derived), Xanthan Gum, Panthenol (Vitamin B5), Tocopheryl Acetate (Vitamin E), Cyamopsis Tetragonolobus (Guar) Gum*, Sodium Benzoate, Potassium Sorbate.
*Organic **EcoCert and/or Internationally approved
Once you've registered a Charlotte's Web account, you will have the ability to see your addresses, update them if needed, your current and previous orders, your product reviews, Out of Stock alerts, keep track of your rewards points, and also invite others to purchase Charlotte's Web where you can earn rewards points as well!
When you are logging into your account and see "Authentication Failed" this means that your account does not yet exist or you have the incorrect password. From the login page, select "Reset Password" where an automatic email will be sent containing your new password. If no email is received, please check your spam or with your email provider to see what filters you can update on your email account that will allow Charlotte's Web email to be received correctly to your inbox.
Every so often, we will send out updates such as new items or promotions via our newsletter. Interested in signing up? Scroll to the bottom of any page on our site and enter your preferred email address. You can also subscribe when creating an account or within your customer account dashboard. To unsubscribe, go to your customer account dashboard and uncheck the "General Subscription" box.
We're bummed to see you go. If at any point you change your mind, you can create a new subscription or contact our Customer Care team to reactivate a cancelled subscription.
2. Select the "My Product Subscriptions" tab on the left hand menu
3. Select "Cancel Subscription"
4. A message will then state, "Your Subscription has been updated." This means you have successfully canceled your subscription.
We're happy to offer our Charlotte's Web Love Reward program and strongly encourage you to use your points when available. You will receive 1 reward point for every $1 spent on cwhemp.com. Every 100 points is equal to a $5 store credit. Rewards points cannot be used in addition to other offers. For more information, click here!
First and foremost, thank you for your service!
We have a wonderful Veteran's discount program, and should you qualify, you will receive a discount on every order.
If you would like to partake in this program, please follow the steps below:
Apply for the program and upload one of the approved proof of eligibility documents here. (Approved documentation: Discharge papers or Military ID, most recent LES for active duty.)
Once uploaded, please allow 3 business days for the approval. (The name registered with the Charlotte's Web account needs to match the documentation that is uploaded) After your documentation has been reviewed, an automatic email is sent to you to inform you of the next steps and what stipulations apply to the discount.
Hemp extract and CBD are different. To further explain, Hemp Extract is the total amount of Cannabinoids (to include THC and CBD) and plant matter. For example, our Original Formula has approximately 86 mg of Hemp Extract (all cannabinoids) per ml. Of the 86 mg of Hemp Extract, you receive approximately 50 mg of CBD.
Included below is a breakdown of all of our products:
Full Strength (Previously Hemp Extract Oil) contains 11 mg of Hemp Extract per ml. Of the 11 mg of Hemp extract, you will receive approximately 6.65 mg of CBD per serving.
Extra Strength (Previously Hemp Extract Oil Plus) contains 28 mg of Hemp Extract per ml. Of the 28 mg of Hemp extract, you will receive approximately 16.65 mg of CBD per serving.
Original Formula (Previously Hemp Extract Oil Advanced) contains 86 mg of Hemp Extract per ml. Of the 86 mg of Hemp extract you will receive approximately 50 mg of CBD per serving.
Full Strength Capsules (Previously Hemp Capsules) contain 15 mg Hemp Extract= approx. 8.5 mg of CBD per capsule.
Extra Strength Capsules (Previously Hemp Plus Capsules) contain 35 mg Hemp Extract = approx. 18 mg of CBD per capsule.
CBD Isolate 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 - Due to the formulation process, we are unable to give a specific CBD content at this time for our topical products. Please request a batch result for your product. (Batch number found on product)
Hemp Extract is the total amount of phytocannabinoids and plant matter. For example, The Hemp Extract Oil Advanced will have approximately 86 mg of Hemp Extract (all cannabinoids) per ml.
A list is included below of our oil products hemp concentration
Full Strength Oil
There is 9-11 mg of Hemp Extract per mL.
Extra Strength Oil
There is 23-28 mg of Hemp Extract per mL.
There are 86 mg of Hemp Extract per mL.
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).
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.*
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.*
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.
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.
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 broad 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.
Charlotte’s Web Paws 100mL Suggested Use:
Charlotte’s Web Paws 30mL Suggested Use:
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.
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.
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.
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.
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!
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.
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 endocannabinoids system.