Frequently Asked Questions

Yes! Customer service is particularly important to us. We are confident that you will be happy with your CBD purchase, as all our products are carefully tested and every shipment is inspected before leaving our facility.

But your satisfaction is our top priority, so if you are not completely happy with your purchase, simply return the unused portion (at least 50% of the product) for a full refund. The customer is responsible for return shipping.

Please first email us at info@theheartofhemp.com for a return product number and return shipping information.

If your package has been confirmed by USPS that it was delivered to the address provided and it was lost or stolen, The Heart of Hemp is not responsible. But we will be happy to provide you with all the delivery information so you will be able to investigate or claim the lost/stolen package. Please send a detailed email with the order # to: info@theheartofhemp.com

If you return or want to exchange a product, we suggest that you ship your package with a carrier tracking number and insurance. We are not responsible for packages lost in transit. Please first email us at info@theheartofhemp.com for a return product number and return shipping information.

If your order has been damaged during shipping, please take a photo of the product and provide detailed information of the problem to: info@theheartofhemp.com.

All claims for damaged products must be sent to customer service within 72 hours of delivery.

We truly apologize for any inconvenience here, but your cartridge or vape pen is most likely not broken, and there is a simple fix.

Vape Cartridges

If you’re getting airflow but no vapor, you may need to "prime" the vape cartridge. Without your cart being attached to the battery, take around 5 to 8 inhales, or dry hits. There should be no vapor, only air, in the chamber. Just keep pulling the air through the chamber and into your mouth.

Then just rub your vape cart quickly between the palms of your hand to loosen the oil. If it appears that the oil is remaining above the chamber, just repeat the process until the oil appears slightly lower chamber.

Please take the few minutes required to prime your vape. It is essential to prepare your new cart for use, as well as preventing any clogging in the future. If this still doesn't work, please contact customer service at info@theheartofhemp.com for a replacement.

Disposable Vape Pens

If you’re getting airflow but no vapor, you may need to "prime" your vape so the hemp oil saturates CCELL's ceramic coil. Simply take 2-3 short vapes to get the hemp oil, but not long draws. The last thing you want to do is burn the lovely ceramic coil. You just want to get it warm enough so the hemp oil can start to weep into the ceramic coil. After priming let the vape pen sit upright for 30 minutes to 1 hour before trying again. If you are still not getting a strong vape, repeat this process.

If you’re not getting any airflow then your vape pen is not working because the hemp oil inside has cooled, causing a minor clog. All you need to do is warm it up. First, rub your disposable pen quickly between the palms of your hand to help warm the device and loosen the hemp oil. Then try unclogging the unit by blowing into the bottom side of the vape bar a few times. You will know that it is unclogged when you see vapor come out of the mouthpiece, then you can use your vape as normal. If this still doesn't work, please contact customer service at info@theheartofhemp.com for a replacement.