Frequently Asked Questions
Common FAQs
Below are answers to common, frequently asked questions.
For additional help you can contact us using our Contact Us form, calling Customer Service at (866) 295-2849 or emailing custserv@primitivesbykathy.com
Shopping on the Primitives by Kathy website is easy! You will need to create a wholesale account on our website by providing your name, business name, billing address, shipping address, phone number, email address and tax exempt number. (View our Privacy Policy to find out how we use your information.) Once your account is created you will be able to make your wholesale purchases quickly and easily.
If you should receive an error message or are sent to an error page, please contact customer care so we may address the issue and help you with your order. Please provide us with what you were doing when the error occurred, did you have items in your cart, were you logged in, etc. We apologize for any inconvenience and look forward to helping you. Contact using our Contact Us page or call us at 1(866)-295-2849, Monday – Friday, 8:00am – 4:30pm EST or via email at custserv@primitivesbykathy.com.
In Stock items ship within 7 – 10 business days. Items on backorder ship within 2 – 6 weeks, unless otherwise noted.
We ship via UPS ground service from Lancaster, Pennsylvania. UPS requires a street address; a post office box address is not sufficient. Fed Ex shipping can be requested with a customer provided Fed Ex account number. Orders can also be picked up at our Lancaster, PA Wholesale Cash & Carry Warehouse.
Currently, wholesale only ships within the U.S. Please be aware that orders shipped to Alaska and Hawaii will be charged international shipping rates.
We accept Visa, Mastercard, Discover and American Express. Your credit card will be charged only when items are shipped.
After an order is sent to our warehouse for fulfillment, the credit or debit card you provide is authorized for an amount that includes product and a percentage for estimated shipping. This is not a charge. When your order is processed for the exact product and shipping amount, we release the pre-authorization amount. Every bank or credit card company handles pre-authorization charges differently. We cannot estimate the length of time it will take to remove a pre-authorization from your card.
Yes, there is a Kathy! Kathy Phillips is our owner, CEO and product development director of Primitives by Kathy. Kathy started her business over 20 years ago out of her basement and is proud of the growth and partnerships she has built with her valued customers.
No, if an item is marked as backordered, we will hold the order until available to ship.
Backorders are generally shipped within 2 – 6 weeks. Seasonal or new items may take 90 – 120 days. Refer to the website ETA date listed on the item or contact our customer care team to get an accurate anticipated arrival date. We can be reached using our Contact Us page or at 1(866)-295-2849 or via email at custserv@primitivesbykathy.com.
All our products are designed and created by Kathy and other local artisans here in USA. Notepads and Greeting Cards are made in the USA, textiles are made in India and most all other items are made in China.
Our customer care team is standing by ready to help you and resolve any outstanding issue! Feel free to contact us using our Contact Us page or at 1(866)-295-2849, Monday – Friday, 8:00am – 4:30pm EST or via email at custserv@primitivesbykathy.com.
The promotional discount code may have expired. If you have questions or concerns, please feel free to contact our customer care department using our Contact Us page or at 1(866)-295-2849, Monday – Friday, 8:00am – 4:30pm EST or send us an email at custserv@primitivesbykathy.com
You can track your UPS package(s) with PBK's tracking tool. Select Wholesale Customers and enter your order information. You may also contact customer care using our Contact Us page or at 1(866)-295-2849, Monday – Friday, 8:00am – 4:30pm EST and we will be glad to provide an update.
We provide current stock status plus ETA dates to help you create your order and select convenient ship dates. You can find the information on the Category or individual Product pages.
Shopping Cart FAQs
We are excited to offer new cart functionality that allows you more control over shipping your seasonal items.
Below are answers to frequently asked questions to help navigate this new functionality. For additional help you can contact us using our Contact Us form, calling Customer Service at (866) 295-2849 or emailing custserv@primitivesbykathy.com
Your order could begin processing up to 5 days prior to the ship date you selected. Our processing time is 5-7 business days.
The default date selected for each Season is based on when we expect seasonal items in our warehouse. If you would like your order to ship prior to the default date you may leave a note on the order with your requested date. Please reference item ETA dates for what will be available to ship on your selected date.
PBK does not ship orders totaling less than $50.00. Each Ship Season will need a minimum of $50.00 in available items in order to ship on your selected ship date.
The ship date for Immediate Ship items is ASAP and cannot be changed. All Close out and Overstock items are Immediate Ship only. PBK Day and OWL Day discounted items and any promos that indicate ‘Immediate Shipping’ in the disclaimer are included in Immediate Ship.
Only one cancel date can be selected for the entire order. The Cancel Date is located at the bottom of the cart. The earliest cancel date that can be selected is 30 days past the latest Ship Date selected.
If you have items in a Ship Season that need to ship with another season, please place a note on the order and your order will be updated by our customer service team and you will be sent an updated order acknowledgement.
Select a ship date that is past the latest ETA date listed in that Ship Season. Each line item lists the item’s stock status to help you select your date. Double check the subtotal for the Ship Season is at least $50.00.
Select the same date for each Season’s ‘Request Ship Date’ field.
Common FAQs
Below are answers to common, frequently asked questions.
For additional help you can contact us using our Contact Us form, calling Customer Service at (866) 295-2849 or emailing custserv@primitivesbykathy.com
Shopping on the Primitives by Kathy website is easy! You will need to create a consumer account on our website by providing your name, billing address, shipping address, phone number and email address (View our Privacy Policy to find out how we use your information.) Once your account is created you will be able to make your purchases quickly and easily.
If you should receive an error message or are sent to an error page, please contact customer care so we may address the issue and help you with your order. Please provide us with what you were doing when the error occurred, did you have items in your cart, were you logged in, etc. We apologize for any inconvenience and look forward to helping you. Contact using our Contact Us page or call us at 1(866)-295-2849, Monday – Friday, 8:00am – 4:30pm EST or via email at custserv@primitivesbykathy.com.
Orders ship within 7 – 10 business days.
We ship via UPS ground service from Lancaster, Pennsylvania. UPS requires a street address; a post office box address is not sufficient.
We ship within the continental U.S. only.
We accept Visa, Mastercard, Discover and American Express. Your credit card will be charged only when items are shipped.
After an order is sent to our warehouse for fulfillment, the credit or debit card you provide is authorized for an amount that includes product and a percentage for estimated shipping. This is not a charge. When your order is processed for the exact product and shipping amount, we release the pre-authorization amount. Every bank or credit card company handles pre-authorization charges differently. We cannot estimate the length of time it will take to remove a pre-authorization from your card.
Yes, there is a Kathy! Kathy Phillips is our owner, CEO and product development director of Primitives by Kathy. Kathy started her business over 20 years ago out of her basement and is proud of the growth and partnerships she has built with her valued customers.
All our products are designed and created by Kathy and other local artisans here in USA. Notepads and Greeting Cards are made in the USA, textiles are made in India and most all other items are made in China.
Our customer care team is standing by ready to help you and resolve any outstanding issue! Feel free to contact us using our Contact Us page or at 1(866)-295-2849, Monday – Friday, 8:00am – 4:30pm EST or via email at custserv@primitivesbykathy.com.
The promotional discount code may have expired. If you have questions or concerns, please feel free to contact our customer care department using our Contact Us page or at 1(866)-295-2849, Monday – Friday, 8:00am – 4:30pm EST or send us an email at custserv@primitivesbykathy.com
You can track your UPS package(s) with PBK's tracking tool. Select Consumer Customers and enter your order information. You may also contact customer care using our Contact Us page or at 1(866)-295-2849, Monday – Friday, 8:00am – 4:30pm EST and we will be glad to provide an update.