FAQ - Personal Account


FAQ - Personal Account

Wholesale Questions? Please see our Wholesale FAQ page. Click here.

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

I keep getting sent to an error page, what did I do wrong?
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 card, 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.

What is the time frame to ship an order?
Generally if an item is in stock, it will ship within 7 – 10 business days. If an item is on backorder it may be 2 – 6 weeks before the item is available to ship unless otherwise noted.

What method do you use to ship orders?
We ship via UPS ground service from Lancaster, Pennsylvania. UPS requires a street address, a post office box address is not sufficient.

Where can you ship to?
Currently we can only ship within the U.S. and Canada. However; please be aware that orders shipped to Canada, Alaska and Hawaii will be charged at international shipping rates.

What payment methods are available?
We accept Visa and Mastercard. Your credit card will be charged only when items are shipped.

Is there really a Kathy?
Yes, there is a Kathy! Kathy Phillips is our 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.

If an item is marked as backordered, do I need to re-order this?
No, if an order is marked as backordered, we will hold this until this is available to ship.

When an item is marked as backordered, when can I expect to receive this item?
Backorders 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 our customer care team to get an accurate anticipated arrival date. We can be reached at 1(866)-295-2849.

Where is product made?
All of our products are designed and created by Kathy and other local artisans here in USA. Cards and candles are made in the USA, textiles are made in India and most all other items are made in China.

What do I do if I received incorrect items or have questions about my order?
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 – 4:30Ppm EST or via email at custserv@primitivesbykathy.com.

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

How can I track my order status online?
You can now track your UPS package(s) with the PBK's tracking tool. You may also call customer care at 1(866)-295-2849, Monday – Friday, 8:00am – 4:30pm EST and we will be glad to provide an update.