Help & FAQ

PRODUCT

Why did you increase the dosage in each product?	We want to provide the most effective products we can at the best price, and we have updated our formulas to meet new standards of performance. No clinical consensus exists yet to inform dosing, but after conducting extensive research and interacting with our customers we found that more CBD may affect potency and increase the therapeutic potential of our products. Of course, results depend on personal needs and individual pain response, but we are excited to be able to offer our customers more for the same price.
Which Products now have increased dosage? What are the increased dosages?	You can find the total CBD milligram dosage of each product on its product page online.
Have your prices increased?	No! We’ve achieved enough scale to get lower costs on the ingredients we use in our formulas, and we’re passing along those savings to you. You got us here - thank you!
Have your formulas changed?	Other than increasing the CBD dosage, our formulations remain the same. The botanical extracts are expertly chosen and blended in balanced ratios that achieve maximum results.
Are the products now more effective?	No clinical consensus exists yet to inform dosing, but after conducting extensive research and interacting with our customers we found that more CBD may affect potency and increase the therapeutic potential of our products. Of course, results depend on personal needs and individual pain response, but we are excited to be able to offer our customers more for the same price.
How can I find out more information about a product?	You can learn all about our products on their individual product pages. If you have any other questions or thoughts, let us know by emailing online@apothecanna.com.
What skin types are apothecanna products suitable for?	Our products are appropriate for all skin types.
What is the shelf life of the products? Will my product expire?	Our products have a shelf life of at least one year. While our products don't have a formal expiration date, it is recommended that they be used within 3 years of manufacture or 12 months after opening for best product quality.
Will my product melt/dry/freeze?	We advise storing our products at room temperature, out of direct sunlight, between 50 and 80 degrees. If the product is subjected to excessive heat or cold for short periods of time, it will not impact the product’s efficacy, though it may result in a thicker or thinner texture.
Do you test on animals?	Apothecanna never tests on animals.

ORDERING

How can I change my order?	Please email us at online@apothecanna.com right away. We cannot change a paid order, but we can cancel it, and help you place a new order. Our fulfillment center fulfils orders quickly, so please reach out as soon as possible.
How does shipping work and what services are offered?	Please review the Shipping & Returns page.
How can I check the status of my order?	You can view order status on your Account page, which will be updated as soon as you are charged for your shipment and again once your order ships.
Can I use multiple promo codes at checkout?	You can use one promo code per order. If you’ve encountered two valid apothecanna promo codes during your travels through the Internet, please choose the one you want to use more.
Can I use a promo code on top of another promotion?	You can use a promo code along with free shipping when you buy two or more items. Other offers advertised on the website without a code will be automatically applied and cannot be used along with a separate promo code. If your order qualifies for an advertised offer and you also enter a promo code, we’ll apply the best deal.

GIFT CARDS

Do you have apothecanna gift cards?	We do! You can grab one right here. Digital Gift Cards will be emailed to you and from there, you can print or send it along to the recipient.
How can I redeem a gift card?	Lucky you :) Just click the REDEEM GIFT CARD link in the email. Create an account or log in and enter the code. You can always enter the code here. If you are having difficulty, log in first and then click the link via your email.
How can I pay with a gift card?	Gift cards work like store credit on apothecanna.com. Once you have applied the gift card to your account, it will automatically apply to your next purchase. If you do not have enough store credit in your account to complete the purchase, you can pay the remaining balance with your credit card. Your credit card will be charged as soon as your order is accepted and processed.

BILLING

What forms of payment do you accept?	We accept Visa, MasterCard, American Express, Discover and Sezzle.
What can I do if my payment is declined?	Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
About Sezzle	Need some help with Sezzle? Click Here

Shipping & Returns

Where do you ship from?	All orders ship directly from our headquarters in Denver, where we create, formulate, and manufacture our entire line! We’re proud to own each step of our products’ journey all the way until their arrival at your door. Each product is made with the highest attention to quality and detail.
What services do you use?	We use USPS Priority Mail for our free shipping and standard mail. We've added UPS expedited options in case you can't wait to get your product!
When will my order ship?	Here’s how it works: you order, we process, then we ship. Ordering takes a few seconds. Processing takes 1 to 3 business days (and orders placed after 9a MST begin processing the next business day). Then one of our carriers takes it from there. All carrier ship times are estimated and not guaranteed. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!
How long will it take to ship to Alaska, Hawaii, and Puerto Rico?	You might experience a few extra days in shipping timelines. Shipping to these states will take about 11-15 business days.
I'm having problems with tracking!	Sorry about that! In a few cases, the carrier takes 1-3 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can via online@apothecanna.com. We can give you the inside info.
How can I edit my shipping address?	If your order is shipping to an incorrect address, please email online@apothecanna.com.
How do I place a return or exchange?	We’re sorry you didn’t love your apothecanna product. Please reach out to online@apothecanna.com with your order number and the products you’d like to exchange or return, and we’ll take care of the rest..
Help! I can’t find my return slip.	Don’t worry—apothecanna packages don’t include return slips. Just reach out to online@apothecanna.com and we’ll help you place your return or exchange.
What’s your return policy?	Only items purchased on the apothecanna website can be returned to apothecanna.com for refund or exchange. Items purchased in a boutique retailer or elsewhere must be returned to their original point of purchase. You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded. Email us at online@apothecanna.com and we’ll help you place the return.
How long does it take to process a return?	Credit card refunds usually take 5-10 business days to appear on your statement. From start to finish-line, please give your refund 7-14 days to find its way back to you.
What should I do if I receive the wrong product?	If you received a product different from the one that you ordered, sorry about that! Please contact us at online@apothecanna.com and we’ll be sure to get you the apothecanna product you ordered!
Do you ship internationally?	No, we ship only within the U.S. We cannot take international orders. We cannot ship internationally.

OTHER STUFF

How do I stay up to date?	Hear about the latest plays and new recruits through our email newsletter. Sign up today to receive exclusive coupon codes and discounts! We also love Instagram @apothecanna.
Can I sell the products on my own site?	Unfortunately, your purchase of apothecanna products is only for your personal use. By purchasing apothecanna products, you agree not to resell or distribute such products for any commercial purposes. We may reject or cancel an order if we have reason to believe that your order is not for your personal use.
I’d like to be a Wholesale Partner of apothecanna, what do I do?	Applications for Wholesale can be submitted at register.apcna.com. For questions you can email us at wholesale@apothecanna.com.