Return Policy
Efficacy varies depending on the person and the product, and several other factors! For this reason, we do offer a 30-day return policy on most* of our products!
Please read our policy fully and reach out to the team if you have any additional questions or concerns! Return & Exchange Policy Page Here
Missing / Incorrect Items Received/ Faulty Item
Missing / Incorrect Items Received/ Faulty Item
If you receive your order and the products are missing or incorrect upon arrival please reach out to our Customer Support Team within 3 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 you do not contact us directly, a Route claim may also be filed for missing items, with photo evidence provided for their claims department. Once we have confirmed that the items you received are either missing or incorrect, we will ship the correct items to you, and provide a return label for the incorrect items in the order if need be.
All incorrect items received must be returned to the place of business with the provided pre-paid return label. If you wish to keep the items, compensation for The Hemp Doctor will be discussed. Extenuating circumstances may be discussed with our team if need be.
Faulty Product:
If one of the devices you received was faulty upon arrival, or stopped working within 30-days of delivery, please contact us promptly so we can offer you a refund or exchange once the item has been returned and the proper information has been provided.
Please include photo or video evidence of it not working in an email to customerservice@thehempdoctor.com.
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.
We do not process returns on faulty devices if we are not contacted within 30 days of the confirmed delivery date. If your order extends past this time frame and you are having issues with a device, extenuating circumstances are taken into account within 60 days of the delivery date.
Damage During Shipping
Damage During Shipping
Please contact us within 3 business days, with photo evidence of the damages your product(s) may have. If you purchased Route protection, you can also look into filing a claim with them if the entire package appears to have been damaged in transit.
Ice Packs: If you purchased an ice pack in your order and the items arrived melted, we must be contacted the same day you receive your package with photo evidence of the melted items.
Orders that did not include a purchased ice pack, and melted during transit, are not eligible for replacement through The Hemp Doctor or Route, per our policy.
Product Return
Product Return
Your satisfaction with The Hemp Doctor product is of the utmost importance to us! We want you to experience the full benefits of our premium hemp products. If you are interested in returning a product for a refund or exchange, please contact: customerservice@thehempdoctor.com via email.
We accept returns on products that have 50% of the product remaining, and have a confirmed delivery date within 30-days from the day we are contacted. We do require customers to reach out prior to sending returns back to our facility. Our team would be more than happy to answer questions and make suggestions on what product may better suit your needs!
Please note that product return costs are covered by the customer. The Hemp Doctor only covers return costs for confirmed faulty products/devices (see below). Items returned for a refund will receive a refund on the product(s); shipping costs and Route fees are non-refundable. Flower products are final sale and not eligible for refunds/exchanges, unless the product is unopened, seal intact.
Returns Process:
1) Email us at customerservice@thehempdoctor.com or call 1-888-206-3832 ext. #1 to discuss your options, and confirm that the items are eligible for a return. Please provide your order number, reason for the return, your resolution preference, and any additional information you think may be helpful. Our team will be in touch.
2) Once our team has confirmed your return, upon shipping the package back, please include your name, order number, and whether you would like a refund or exchange in the package. In addition, please email the tracking number to customerservice@thehempdoctor.com so we can keep an eye out for it, or let us know when you have shipped the items.
3) Once we receive your package back at our facility and confirm its condition, we will issue a refund or exchange for the product based on your preference, and email you for confirmation. Please allow 7-10 days for the refund to post to your bank statement, or 7 days for an exchange product to ship.
Return Shipping Address: THD Returns Department 163 McKenzie Road, Mooresville, NC 28115
Package Returned to Sender
Package Returned to Sender
If your package was marked as “return to sender” via the shipping service USPS, please reach out to let us know. With RTS packages, we must wait for the product to arrive back our facility before we can provide a refund or reshipment on the order, as we had already shipped the package accordingly. Once we receive that package back, we will reach out to let you know. We are happy to provide refunds on these packages, or offer to reship them once confirming the correct shipping address!
Contact us:
☎️ 1-888-206-3832 ext. #1
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; all products must remain in their original packaging upon return. We do not accept returns/exchanges after 30 days.
All flower products are marked as Final Sale! Flower is not eligible for returns or exchanges!
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.
All products purchased from a separate retailer outside of The Hemp Doctor store locations/online retail are not eligible for returns or exchanges through The Hemp Doctor. Please refer to the return policy of the retailer you directly purchased from.