Frequently Asked Questions

Browse our knowledge base to learn answers to frequently asked questions.

Most common questions

So, then, will CBD oil make me high or give me a buzz?

Absolutely not! CBD oil is an entirely different cannabinoid from THC. Moreover, CBD oil extracted from hemp contains negligible amounts of THC — less than 0.03 percent — making it impossible for anyone (including their pet) to feel high when using it. Remember, although CBD oil comes from hemp, CBD oil is not marijuana.

What is CBD oil?

CBD, also known as cannabidiol oil is one of many cannabinoids found in cannabis.

Cannabis is the genus name for both marijuana and hemp, and the term itself is not necessarily interchangeable with marijuana. In fact, almost all CBD oil today comes from industrial hemp, which contains negligible amounts of THC, the cannabinoid responsible for causing a high. Most strains of agricultural hemp are rich in CBD while only having less than 0.03 percent THC, making them perfect for extracting CBD oil.

How are CBD edibles different than CBD oil?

CBD edibles are usually found in something sweet, like CBD gummies, or CBD cake pops. There's also delicious CBD honey that can be put on food or mixed with hot tea.  It's a simple way to take the CBD you need to help you through the day. Just one or two CBD gummies can give you the CBD you need to put you back on track. For those looking for something a bit simpler, there are also CBD capsules. CBD oils can be flavorless or flavored and can be taken alone or added into your favorite foods and beverages, if designed in tincture form. 

Is CBD vape additive the same as CBD vape oil?

CBD vape additive is a type of concentrate which mixes with other e-liquids that are nicotine or non-nicotine-based. For example, Diamond CBD offers a variety of CBD vape additives for you to enjoy with your favorite e-liquids. You simply add the mixture to your oil and you are ready to go.

Is using CBD vape oil just like smoking?

No! Though it may appear similar at first vaping CBD vape oil is nothing like smoking. Oil is a purified extract, unlike smoke which is filled with toxins. Vaping gives you much more control over what you put in your body as compared to smoking.

Is the source of my CBD important too?

When purchasing CBD, you also want to make sure that you know from where it is sourced. We source all of our CBD oil from soil rich hemp farms in Kentucky, Colorado, and Scandinavia. Also, the best CBD oil is extracted with a process called supercritical CO2 extraction which retains all of the naturally occurring beneficial molecules found in the hemp plant.

My Isolate CBD product came crystalized, what should I do?

Isolate cannabidiol tends to naturally crystallize which consumers should expect when purchasing those types of products. This affects the even distribution of cannabidiol milligrams contained in that item.  To more evenly activate the cannabidiol molecules, the product should be slightly heated by placing the product into a warm surrounding such as a warm bowl of water for approximately 10 to 15 minutes.  Shake well and enjoy.

Okay, but how can I know that I’m buying the best CBD oil?

The best companies do a few things to ensure that their customers receive only top quality CBD oil. First, we provide clearly labeled packaging on all of our CBD oil products, including our CBD edibles, CBD vapes, and CBD creams. We also offer independent third-party lab reports for all of our CBD oil products so that consumers know exactly what’s in the bottle. Moreover, we have a customer experience team ready to help answer any of your questions should you need anything along the way.

Tell me more about how you extract your CBD hemp oil.

People should be careful of cheap CBD oil, because toxic solvents such as propane, hexane, or butane may have been used to extract it. Poisonous solvents can be hazardous extremely hazardous.

Although some companies use ethanol in their extraction process, the best companies use supercritical CO2 extraction for everything, including flavored CBD oil collections. It maintains the purity of the CBD oil throughout the entire process. Also, supercritical CO2 extraction retains all of the naturally occurring beneficial molecules found in the hemp plant.

Are your hemp oil products lab tested?

All of our beauty and skincare products go through rigorous lab testing to make sure they are held to the highest quality standards on the market today. They are guaranteed to have natural botanicals and support your skin’s hydration.

What type of CBD products do you have?

We offer everything you could want in the CBD market, including CBD oil, CBD pet products, CBD edibles, CBD drinks, CBD lotions and creams, and CBD vapes. Within these categories, we have hundreds of products, including gummies, capsules, creams, and more, to provide you with seemingly endless product options for your business needs.

Is CBD Oil legal?

Yes, CBD Oil is legal in all 50 states. The Agricultural Act of 2018, also known as The Farm Bill, gave every state the power to grow and cultivate hemp and its byproducts, including CBD.

What about your CBD capsules — do they have CBD oil, in them?

Our CBD capsules are another great way to take your pharmacist-formulated CBD, especially if you are one of those busy people with a hectic lifestyle. It’s as simple as popping a daily vitamin, except with all of the possible benefits of taking CBD. Our capsules are available with or without turmeric or other natural ingredients, to give you the option of a little extra-added boost.

Other questions

How long after I order will my products arrive?

After we receive your order, it takes 1-2 business days to process. Shipments are sent using the UPS. Shipping times depend on your location and may vary from 2 to 5 business days (Monday to Friday) after processing times. Shipping times do not include any potential for inclement weather, holidays, or backorders.

What happens if you are running a sale and I apply a coupon?

Because we don’t allow customers to “stack” coupons, the highest of the two discounts will be applied to your final bill. For example, if the sale is 50 percent off and your coupon is for 40 percent off, the sale price will be applied, but not the coupon.

Am I able to use a coupon more than once? Do your coupons expire?

It depends on the promotion. While the bulk of our coupons are both time sensitive and for one use only, there may be some exceptions. You should assume that your coupon will expire and can’t be used more than once unless otherwise noted. Please check our website or with customer service for more information on specific coupons.

What other limitations are there on your coupons?

Our coupons are limited to one per customer, per sale. Any attempts to reuse a coupon or discount code via multiple accounts or addresses will render any all discounts invalid and will result in a canceled order.

Can I use your coupons for wholesale purchases?

No, customer coupons are not applicable to wholesale purchases. Wholesalers may, from time-to-time receive their own sales and discounts independent of single customers. However, sales from our store do not apply to wholesale purchases.

When do I enter my discount or coupon code?

Coupon codes are always entered and applied prior to making final payment. Once final payment is made a coupon cannot be applied after the fact, so please be careful when entering any codes.

How much does shipping cost?

Standard shipping is free UPS ground within the United States for orders over $100. Expedited shipping is available for an additional charge based on your location.

What do I do if my purchase is damaged?

We have a brand new online returns or exchange system. On our new returns page, which you can find here, all we need are your order number and the email you used to place the order. Follow the instructions to select which item or items you would like to return or exchange, and a return shipping label will be automatically generated. Just print out the label, drop it in any mailbox and upon receipt and inspection customer service will process the reimbursement. We always ship via the UPS. 

How do I cancel my order?

If you wish to cancel your order, please give us a call at 305-615-1194 as soon as possible. However, if your order is already in transit, you can use our online returns system upon delivery.

My order didn't process but funds were taken out of my account. What do I do?

If you received an error message when processing your order and did not receive a confirmation email there could be an issue with the billing address you entered. We recommend verifying the correct billing information with your bank. We do not have these funds. The bank holds declined funds for 2-3 business days and then releases them back to your account.

What do I do if my discount code expired?

Although your discount code has expired, we come out with new discounts weekly. Be on the lookout for future discount codes! If you're ever experiencing trouble purchasing with a discount code don't hesitate to contact us.

Where is my package?

Use the provided tracking number to track your number on the UPS website. The tracking number can be found on your order confirmation email or your order history if you created an account during checkout. If you are currently logged in you can find your order history here. If the UPS says the package was delivered but you have not yet received it, please contact them or your local post office for further assistance. We recommend opening a research of delivery claim with UPS which may help in located your package’s whereabouts. Please be aware there can sometimes be a delay in actual delivery time with UPS.

Why was I charged an international transaction fee?

Our credit card payment processor is located in England. You might see a small (usually less than 1%) fee charged by your bank or credit card because of this. This fee is not charged by Diamond CBD and we have no control or visibility into this fee. These fees are charged by some bank/credit cards. If you would like to avoid paying this fee we recommend you call your bank or credit card provider to find out if they charge a fee for transactions processed overseas. Not all banks or credit cards charge these small fees. Please keep in mind Diamond CBD is an American based company shipping from the United States. Our payment processor is currently located overseas due to the difficulties cannabis related companies are currently having working with American credit card processors or banks.

Do you use synthetics or THC in your products?

Our focus is to research and develop innovative natural CBD extracts with no synthetics or THC. We pride ourselves in producing the finest and purest CBD oils while never compromising quality. Check out our About Page for more information. Our CBD is constantly tested to ensure quality. We list all our ingredients on our website as well as on each package. We also have lab reports for many of our products available online.

How is Hemp different from Marijuana?

Hemp is not marijuana and will not get you ’high’. Hemp, or industrial hemp, is a commonly-used term for cannabis sativa plant strains which contain very low levels of tetrahydrocannabinol (THC) and are typically used for its fiber and seeds.

Why am I not feeling the desired effect?

The first thing to remember is CBD is not THC and does not provide any psychoactive effects. The relaxing effect of CBD depends on many factors, including the amount consumed, the rate at which it is consumed, your body mass, and your metabolism.

What is your return & refund policy?

Returns
We offer free returns only on unopened items within 15 days from delivery date except for vaping products. You can make returns or exchanges using our online returns system. Read more here.  All vaping products are final sale, unless the product arrives damaged.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-7 business days.

Wholesale
Please note, we do not accept refunds on wholesale orders.

How to Complete a Return Request?

Here are a few quick steps should you need guidance in requesting a return label.

Step 1. After you have logged into your account, you have to open MY ORDERS. Then you have to select “See Details” for the eligible order that you would like to return. 

Step 2. Start your return request by clicking on the “Return or Replace Items” green box below your order number.

Step 3. Here is where you fill out the actual form for your return. You must include the quantity that you are requesting to return.

  • Make sure you select the appropriate reason for your return for each item. The reasons are as follows: 
    • Defective

    • Damaged

    • Wrong Item

  • Make sure you tell us what resolution you are looking for as well, so we will be able to assist you. The options are as follows:
    • Replacement

    • Refund 

    • Extra Item

  • The next section is for the customer to leave a “Note” if you have further details about the items you are requesting to return.
  • Most importantly, DO NOT forget to upload your photos for proof of purchase along with the items you are wanting to return. You can upload a photo for each item for as many as you need to, to reflect your claim.

Step 4. If you would like your APPROVED replacement sent to a different shipping address, then all you have to do is check the box to "add a different shipping address.” After that is all done, all that is left to do is to finalize your request by clicking the RETURN button.

Is the mg quantity of my CBD products accurate?

Although every effort is exerted for consistency, the milligram content of cannabidiol in any product is an approximation that may vary slightly.  All batches are based upon formulations that may be inconsistent in each bottle, package or other product delivery method.  Please check laboratory test results for an exact amount to determine proper dosage.

Is CBD Psychoactive?

No. Hemp oil contains CBD, the non-psychoactive compounds of the cannabis plant. Hemp oil does not have the psychoactive qualities found in THC, and while using it you can maintain a clear mind and active lifestyle.