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Frequently Asked Questions

“The art and science of asking questions is the source of all knowledge.” – Thomas Berger

General

What is Hemp?
Hemp is a nutrient-dense plant that’s used across the globe as food, fiber, supplements and medicine. Hemp stalk and seeds contain terpenes, flavonoids, vitamins, chlorophyll and amino acids and its flowers contain phytocannabinoids like CBD.

What’s a Cannabinoid?
This is a great question to tackle early on. To put it simply, cannabinoids promote balance and overall wellness by moderating the communication between the cells of our bodies.* There are two types of cannabinoids: endocannabinoids, which our body naturally creates and phytocannabinoids, which are derived from cannabis and hemp.

So Phytocannabinoids come from Hemp?
Exactly. Phytocannabinoids are hemp-derived (and other cannabis species) cannabinoids that are found in the flowers of the hemp plants. In fact, hemp contains over 100 types of phytocannabinoids including, CBD. These phytocannabinoids work naturally with the body’s endocannabinoid system and other natural body systems to help regulate a variety of processes like appetite, sleep, mood and immunity.* Endocannabinoid receptors found throughout the brain and body work with phytocannabinoids found in the plant to help support homeostasis, the body’s natural state of balance.*

What is the Endocannabinoid System?
The Endocannabinoid System (ECS) is considered the master regulatory system of the body. It helps us maintain homeostasis (aka balance) in our bodies by communicating with other biological systems and helping other systems in the body stay healthy.*

What does the Endocannabinoid System Support?
We can’t say it enough: Balance. When life throws us curve balls and external or internal stressors disrupt the body’s function, the ECS is activated to return it to stability. ECS health is so important in our ability to function because of all the broad processes the ECS regulates such as balance, appetite, sleep, mood, memory, immunity and more.* Learn more about the Endocannabinoid System in our ECS Guide.

Elaborate on Endocannabinoids...
The human body produces compounds called endocannabinoids that bind to endocannabinoid receptors to support homeostasis. Endocannabinoids and their receptors are found throughout the body: in the brain, organs, connective tissues, glands and immune cells. Considered “a bridge between body and mind,” endocannabinoids help support and protect our immune system, nervous system and virtually all organs in the body.

What is CBD?
CBD, otherwise known as Cannabidiol, is one of the most well-known phytocannabinoids found in the hemp plant. CBD’s claim to fame is its ability to support happy mood, balance and wellness.*

What are the effects of CBD?
CBD is a phytocannabinoid, and has been shown to help the ECS preserve the body’s natural supply of endocannabinoids. Science has demonstrated that supplementing our supply of endocannabinoids with phytocannabinoids may help the body’s ability to thrive in a wide variety of ways.*

How Is It Different Than Marijuana?
Long story short, Hemp and Marijuana are two different species of the same plant family — similar to a Roma Tomato and a Cherry Tomato. The main difference between these two species is the level of THC, so consider Hemp to be Marijuana’s sober botanical female cousin, containing less than 0.3% of THC. We also want to point out that we don’t love the word “Marijuana.” We’ll refer to it here for educational purposes to differentiate “Hemp” from “Marijuana” in the Cannabis family, but if you’re interested in learning more about the history behind the word “Marijuana,” visit The History of Hemp.

What’s the right amount of Hemp Extract with naturally occurring CBD for me?
Every body system is different, and there’s no standard use that works for everyone. Because efficacy is individualized, a higher amount doesn’t always equate to a better result. We recommend starting low and going slow. Dedicate time to listen to your body and assess how the active compounds of the plant are affecting you, in small and big ways. Instead of focusing on what you feel, you might want to think about what you don’t feel (goodbye stress and worry!). We find this exploration to be enjoyable and introspective, so have fun with it.

Do I need to tell my primary care doctor that I’m taking Hemp Extract with naturally occuring CBD?
As with any supplement, you should consult your doctor or healthcare provider before taking any hemp-derived supplement products. The medical community’s understanding of the Endocannabinoid System is just beginning, and doctors and medical professionals are starting to teach this new information to students and existing physicians across the country. If you are having a positive experience using cannabinoid products, the information may be helpful as more patients inquire about cannabinoids.

Our Products

What’s the best way to consume Hemp Extract with naturally occurring CBD?

Product preference is completely individualized, so it’s up to you to decipher which products are right for you. We’ve tried to make things easy, so we offer a variety of ways to shop our products, by format and also need. This will help you find what’s right for you.

Are your products FDA approved?
P.S. The FDA actually doesn’t approve dietary supplements. So no, our products have not been pre-approved by the FDA and they are not intended to diagnose, treat, cure, or prevent any disease. A doctor's advice should be sought before using these or any supplemental dietary product.

Are your products vegan?
Yes. Our products do not contain animal byproducts.

Do your products contain any common allergens such as dairy, soy, gluten, nuts, or eggs?
While we don’t actively test for the presence of those ingredients, our products are manufactured without the common allergens listed above. For more information on our ingredients, check out our clean ingredient standards: 100% Clean 0% Questionable.

Do your products expire?
The average shelf life for our products is 2 years but for optimal freshness, we recommend using within the first 6-12 months of purchase.

Do you source your ingredients sustainably?
Being thoughtful about sustainability is in our DNA. Whenever we can, wherever we can, we carefully pick ingredients that are organic and cultivated using sustainable farming practices and fair labor standards.

Where do you grow your hemp?
Our hemp is sun grown on family farms in Oregon using sustainable farming practices. To learn more about our hemp sourcing, visit here.

Do you products contain THC?
Our hemp is grown in Oregon with oversight by the Oregon Department of Agriculture. Our hemp extract contains less than 0.3% THC, but we additionally process our extract to remove qualifiable levels of THC. We make all of our testing on our finished goods publicly available via batch code lookup here.

Where are your products made?
Our products are crafted and batched in California.

What do you test for in your products?
We test for purity, potency and pollutants. That means we test for the good stuff like cannabinoids and terpenes, and we also test for the not-so-good stuff like heavy metals, pesticides (including glyphosate), solvents, mycotoxins and bacteria. We’re dedicated to transparency, so we make information on every batch accessible here.

Is your packaging recyclable?
We love this question. Yes, everything in our line is 100% recyclable except for the dropper on our Night Magic Facial Oil. We also use PCR (Post Consumer Recycled) plastic in our tubes and SFI (Sustainable Forest Initiative) certified paper for all of our cartons. And our shipping boxes are 100% recyclable and made from 30% recycled content.

How should I store your products?
We recommend storing our products in a cool, dry, dark place to protect the cold-pressed oils and active ingredients.

Can I mix your products with other dietary supplements and/or prescriptions?
When it comes to supplements and/or prescription drug interactions that you’re concerned about, it’s essential that you consult your healthcare provider as they know your medical history. As with any supplement, you should consult your doctor or healthcare provider before taking any hemp-derived supplement products.

I have a sensitive stomach, how should I take your products?
You know your body best. The way in which you take our products won’t impact their efficacy, so it’s up to you whether you want to take them with a meal or just with a glass of water.

How soon should I expect to feel the effects of your products?
As with many products, results are individualized. In order to evaluate how our products are working for you, observe both what you are feeling and what you are not feeling. For example, are you sleeping more soundly through the night, focusing more throughout the day, or not feeling as much stress or worry on a regular basis? Our products are designed to help restore whole-body balance*, but balance is subjective and means something different for everyone. Pay attention to your general daily well-being and observe both the subtle changes and bigger results as you work towards balance.

Do you offer samples?
Not at this time, but we’re always looking for ways to enhance your journey with us. If samples are something you’re interested in, send an email to hi@prima.co to let us know.


The Prima Promise
Every purchase of our products comes with the unrelenting promise of our real support, heartfelt care, and your peace of mind. If you are dissatisfied with your purchase, reach out to us within 30 days of receiving your order. We’ll take care of it.

Shipping/Delivery

How will I know when my order has shipped?
We want to keep you in the know. As soon as we assign a shipping label to your order, we’ll send you an email with tracking information.

Why hasn’t my tracking number updated?
Not to worry, carriers and tracking information sometimes require a little extra patience. Once an order has shipped, tracking information can take up to 48 hours to update. If it’s been over 48 hours without an update, we’ll investigate. Just send us an email at hi@prima.co.

When can I expect my order?
We’re so excited for you to receive your shipment. Orders placed before 11AM PST ship same-day (weekends and U.S. holidays are excluded). Orders with standard shipping will arrive in 2-7 business days.

How much is shipping?
Shipping is a flat rate fee of $8.00.

My tracking says that my order was “delivered” but I never received it.
Carriers and tracking information can be tricky. It’s not uncommon for a shipment to experience some delays or for a carrier to mark an order delivered and not have it arrive until the next day. We want you to receive your order too, so we’re sorry for any trouble this may cause. If your order still hasn’t arrived 48 hours after it was estimated and/or marked as delivered, just send us an email at hi@prima.co.

What if my package is damaged or missing?
We have your back. Just send us an email at hi@prima.co.

Cancels & Returns

Can I cancel my order?
We want you to get your order ASAP, so we move fast. Once an order has processed, it can’t be cancelled or changed.

What is your return policy?
We are dedicated to making your experience the best it can be. If for any reason you are not 100% satisfied with your purchase, your order can be returned within 30 days of delivery for a full refund of the product. Please note that we deduct $8.00 for the return shipping fee. Click here to set up a return.

How do I set up a return?
You may set up a return within 30 days of delivery by clicking here.

I purchased a product at a retail location. How can I return it?
All purchases of Prima products made at a retail location must be returned to the place of purchase. Prima is not able to accept returns and/or refund customers who attempt to return a retail purchase through our website.

Payment

What methods of payment do you accept?
We accept all major credit cards. We do not accept personal checks, prepaid debit cards, or money orders.

Will I be charged Sales Tax?
Sales tax is dependent upon where you live and the items you purchase. All tax estimates will be messaged at checkout.

Emails, Promotions & Referrals

Free Gift Wrap With Purchase
Valid on orders placed between December 6th, 2019 8:00 AM PST - December 13, 2019 11:59 PM PST. May not be combined with any other offer. One per order, one-time use only. Gift bag is not returnable or eligible for a refund. Offer is subject to change without notice and may be suspended or terminated at any time. Not valid on previous purchases.

Can I choose what type of emails I want to receive?
We get it, inboxes can be overwhelming. We do our best to keep our emails purposeful, but if they’re too much for you, you are able to unsubscribe from our emails at any time by clicking “unsubscribe” or by contacting us at hi@prima.co.

Do you have a Referral Program?
Coming soon — subscribe to our emails

Can I combine Promotion Codes?
Our system only accepts one promo code at a time. May the best code win…

What if my Promotion Code is expired?
We can’t honor expired promotion codes, but for first access to any upcoming promotions, subscribe to our emails

Other

I want to carry your products in my store.
We’re so flattered that you’re interested in carrying our products! We don’t have a wholesale program yet, but we’d gladly accept your inquiry — send us an email at hi@prima.co.

Is prima hiring?
We value connection, so we’re always open to hearing from passionate, motivated individuals. Email us at hi@prima.co. We’ll reach out if it’s a good fit.

The Goods

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