FAQ - Wholesale


FAQ - Wholesale

What do I need to do in order to shop on the Primitives by Kathy website?
You will need to create an account on our website. Click here to set up a new wholesale account. View our Privacy Policy to find out exactly how we use your information. Once your account is created you will be able to shop immediately. By creating an account, you are able to receive special promotions via email, re-order past ordered items easily, and view your order history and save items for future purchases.

I keep getting sent to an error page, what does this mean?
Should you receive an error message or are sent to an error page, please contact customer care at 1(866)-295-2849 to report the error so we may address the issue and help you with your order. We apologize for any inconvenience and will look forward to helping you. We are available Monday – Friday between 8:00am – 4:30pm EST. 

I used a promo code but did not receive the discounted price. What happened?
The promotional discount code may have expired. If you have questions or concerns, contact our customer care department by phone at 1(866)-295-2849, Monday – Friday, 8:00am – 4:30pm EST or send us an email at custserv@primitivesbykathy.com

Is there a minimum purchase required?
The web order requirement is $50, and there is also a minimum purchase requirement for each item. Each item purchased must be in multiples of the minimum requirement. If the minimum for an item is not ordered, it will automatically be adjusted to the next highest multiple. If your back-order falls below $50 it may be cancelled without notification.

What is the time frame to ship an order?
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. If you have a RUSH need, you may check the rush box in the shopping cart.

What method do you use to ship orders?
We ship UPS Ground service from Lancaster, Pennsylvania. UPS requires a street address. A post office box is not suitable for UPS shipping.

Where can you ship?
Currently we ship within the U.S. and Canada. Orders shipped to Canada, Alaska and Hawaii will be charged at international shipping rates.

How can I track my order status online?
You can track your UPS shipment with the order tracking tool. Additionally, you can call customer care at 1(866)-295-2849, Monday – Friday, 8:00am – 4:30pm EST and we will provide you with an update.

If an item is marked as backordered, do I need to do anything else?
If an order is marked as backordered, we will keep it open on your order and ship when available. Please be aware that if your back order falls below $50.00 it may be cancelled without notification.

When an item is marked as backordered, when can I expect to receive this item?
Backorders are shipped within 2 – 6 weeks. 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 be reached at 1(866)-295-2849, Monday – Friday, 8:00 – 4:30pm EST.

What does the ETA information mean that is listed on the website?
In stock: Ships within 7 – 10 business days.
ETA with a specified date: This is the approximate date the item is due to arrive to the PBK warehouse. Delivery can be calculated 7 – 10 business days from this date.
Out of Stock for the Season: This is a seasonal item and is no longer available for the season.

Where is the product made?
All PBK products are designed and directed by Kathy and other artists here in the USA. Cards and candles are made in the USA, textiles are manufactured in India and our other items are made in China.

Do you offer exclusivity?
PBK does not offer exclusivity. However; we will be happy to review our line of over 8,000 items to help you create a unique product mix.

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

Is there really a Kathy?
Yes, there is a Kathy! Kathy Phillips is the CEO and is the creative force behind product development for Primitives by Kathy.