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Frequently Asked Questions - Wholesale

Q: What do I need to do in order to shop on the Primitives by Kathy website?

A: Shopping on the Primitives by Kathy website is easy! You will need to create an account on our website. By setting up an account, you are able to receive special promotions via email, re-order past ordered items easily, and view your order history and status, and more!

To set up a New Account we will need to collect personal information from you such as your name, address, phone number, and email address. View our Privacy Policy to find out exactly how we use your information. Once your account is created you will be able to make purchases quickly and easily.

Q:What happens to my cart if I need to walk away from the computer?

A: If you know you are going to be away from the computer and can't finish your order, be sure to go to the checkout page and click "SAVE ORDER". The save order feature can be used anytime you are entering an order. To locate your saved order, go to "my account" and look under saved orders

Q: I keep getting sent to an error page, what did I do wrong?

A: There are many types of computers, and with the many types of computers comes many types of software with many possible configurations and settings. If you should receive an error message or are sent to an error page, please contact customer care to discuss the error so we may address the issue and help you with your order. It will be most helpful to us if you can give us as much information as you can about what you were doing before the error occurred, did you have items in your cart, were you logged in, etc. We apologize for any inconvenience and will look forward to helping you. Call us at 1-866-295-2849 Monday - Friday 8:00am - 4:30pm EST.

Q: Is there a minimum purchase required?

A: Web orders must be a minimum of $50.00 and you must purchase the minimum packaging requirements per item. If the minimum is not ordered, it will automatically be adjusted to the next highest number to meet the minimum requirement. You must also purchase in multiples of minimum packaging requirement. Thus if the min is 2, you may buy 2, 4, 6, etc. You may not purchase 3.
Please be aware that if you backorder falls below $50.00 it may be cancelled without notification.

Q: What is the time frame to ship an order?

A: Generally, if an item is in stock, it will ship within 7 - 10 days. If an item is on back-order, it may be 2-6 weeks before the item is available to ship unless otherwise noted. If you have a RUSH need, you may check the rush box in the shopping cart.

Q: What method do you use to ship orders?

A: We ship UPS ground service from Lancaster, Pennsylvania. UPS requires a street address. A post office box is not suitable for UPS shipping.

Q: Can I ship outside the US?

A: No, we apologize at this time we can only ship within the U.S. and Canada. However; please be aware that order shipped to Canada, Alaska and Hawaii will be charged at international shipping rates.

Q: Is there really a Kathy?

A: Yes, there is a Kathy! Kathy Phillips is the owner, CEO and product development director of Primitives by Kathy. Kathy started her business over 15 years ago out of her basement and is proud of the growth and partnerships she has built with her valued customers.

Q: If an item is marked as back-ordered, do I need to re-order this?

A: No, if an order is marked as back-ordered, we will keep this on your order and ship when available. However; please be aware that if your back order falls below $50.00 it may be cancelled without notification.

Q: When an item is marked as back-ordered, when can I expect to receive this item?

A: Back-orders are generally shipped within 2- 6 weeks however; seasonal or new items may take longer and could be 90 - 120 days depending on the item. Contact customer care if you have specific questions - we can help. We can be reached at 1-866-295-2849 Monday - Friday 8:00 - 4:30pm EST.

Q: What does the ETA information mean that is listed on the website?

A: In stock - usually ships within 7 - 10 days.
ETA with a specified date - This is the approximate date the item is due to arrive to our warehouse from our vendor. We will ship the goods to you asap once they have arrived in our warehouse.
ETA Back-ordered - If no specific date is listed this means we are awaiting confirmation from our vendor but generally will be at least 90 - 120 days from today.
Out of Stock for the Season - This will indicate that this is a seasonal item and is no longer available for the season.

Q: Where is product made?

A: All of our products are designed and directed by Kathy and other artisans here in the USA. Notepads and cards are printed in the USA, Goose Creek Candles are hand poured in the USA, Textiles are manufactured in India and most all other items are made in China.

Q: Do you sell to Department Stores, Flash Sites or Discounters?

A: Yes, on occasion when we have an overstock of an item or a discontinued item that may be liquidated to them.

Q: Do you offer Exclusivity?

A: PBK does not offer exclusivity due to our extensive line with over 7000 items that would be difficult to monitor. However; we will be happy to review our line and discuss best sellers with you so please feel free to contact our customer care department.

Q: What do I do if I received incorrect items or have questions about my order?

A: Our customer care team is standing by ready to help you and resolve any outstanding issue! Feel free to contact us at 1-866-295-2849 Monday - Friday 8:00am - 4:30PM EST or via email at custserv@primitivesbykathy.com. Or you may also fax us at 1-717-394-4327.

Q: I used a promo code but did not receive the discounted price - what should I do?

A: The promotional discount code may have expired. If you have questions or concerns, please feel free to contact our customer care department at 1-866-295-2849 Monday - Friday 8:00am - 4:30pm EST or send us an email at custserv@primitivesbykathy.com

Q: How can I track my order status on-line?

A: Let us help! Please call customer care at 1-866-295-2849 Monday - Friday 8:00am - 4:30pm EST and we will be glad to provide an update. Stay tuned for upcoming web enhancements in which you will be able to view and check status on all of your PBK orders.