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Frequently Asked Questions regarding Primitive-Decor

Are online transactions on your site secure?

All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet. In addition, our site is tested and certified daily to pass the HACKER SAFE Security Scan. Research indicates that sites remotely scanned for known vulnerabilities on a daily basis, such as those earning HACKER SAFE certification, prevent over 99% of hacker crime.

How do you use my contact information?

We request your email address so that we can email you an order confirmation. We request your phone number to contact you in case we need to give you an order update. Rest assured, we never rent or sell your contact information to anybody, for anything.

Do you have a printed catalog?

Unfortunately, we do not offer a printed catalog, our entire collection can be viewed online.

Order Tracking & Updates:

How do I check the status of my order?

Primitive Decor will send you a tracking number when your order has been shipped.

Will I get an email confirmation after I place my order?

Yes, you will immediately receive an email confirmation of your order.

How do I make changes or cancel my order?

Please verify your order confirmation immediately upon receipt to verify the details of your order. You may make changes or cancel your order as long as the order is not in processing and has not been personalized. We strongly suggest you speak with a customer relations advisor Mon-Fri 9AM - 8PM EST at 800-810-8409 as soon as possible with changes or cancellations so we can accommodate your request without any additional charges. If an order is in processing, no changes can be made.

What if my order is undeliverable?

If UPS or such is unable to deliver your order due to an incorrect address, the order will be returned to us. The sender is responsible for any reshipping fees charged by UPS and such to redeliver the package.

Return Guarantee and Exchanges

What is your return and exchange policy?

We pride ourselves on carrying high-quality items, and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully to verify that all items meet your expectations. If, for some reason, you are not satisfied with your purchase, please contact us at 800-810-8409 for a return authorization within 30 days of receipt. Please note, your return authorization number will expire 30 days after issuance. Returns MUST have prior approval by Primitive-Decor (approval number required) and are subject to a 20% restocking fee. Please return the merchandise in the original condition and original shipping carton within 30 days. Also, enclose a copy of the Customer Invoice and reason for exchange or return. Returns will be shipped back to us at your cost. If you would like a refund a credit will be issued to your credit card upon receipt of the returned merchandise. Please note shipping charges and sale items are non refundable. Please direct any questions to: support@

PLEASE TAKE NOTE: The customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost return packages and nonreturnable items returned to us will not be shipped back to the sender nor credited to their account. We do strongly recommend that you use a shipper with a traceable shipping method as we cannot be responsible for damaged or lost return packages.

How long before I receive my refund?

After we receive your package and inspect the items, you will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.

Can I return personalized items?

Due to the nature of these items (i.e. they cannot be resold,) personalized favors and gifts are non-returnable and non-refundable.

Do you charge restocking fees?

In order to receive an approval for return, you must contact us within 30 days of receipt. We will charge a 20% restocking fee on these returns.

What if I received my order, but some items are damaged?

Please inspect all items carefully when you receive your order. If there is any damage, please call our customer relations advisors Mon-Fri 9AM - 8PM EST at 800-810-8409 at your earliest convenience, but no later than 7 days after the package was delivered. Keep the original box, packaging materials, as well as any paperwork that came in the box. We suggest that you email us a digital photograph of the damaged box and/or items. A customer relations specialist will help you file a claim with UPS if needed.

Contact Us

If you have any questions and would like to speak with a customer relations advisor, you can contact us by:

Phone: Call us anytime during normal business hours, toll-free at 800-810-8409. We're here Monday through Friday 9AM to 8PM EST to serve you.

Live Chat: Chat with us live by clicking on the "Live Chat" button in the top right corner of this page. Live chat is also available Monday through Friday 9AM to 8PM EST.


Attn: Customer Relations Manager


407 West Lisbon Street

Waynesburg, OH 44688


When will my order ship?

Our shipping model is easy to understand! Processing time (pulling and packaging your order; personalizing if requested) plus shipping time equals delivery time. Each order is processed within 7 to 10 business days. If an item requires personalization, production time could take longer, depending on the item. Our "item details" provide additional information on production, so be sure to check before ordering.

To offer you the widest selection of high quality and unique products, we use additional vendors for some of the items on our Web site. Because shipping may vary depending on the vendor, please see "item details" for production times. Please note that, in some cases, you may receive multiple packages.

Do you ship to Post Office Boxes?

Unfortunately, we cannot ship to PO Boxes. We ship UPS and such and are required to have a physical address for delivery.

Do you ship to APO/FPO addresses?

Yes. However, we do not guarantee delivery times on these orders.

Do you ship to Canada?

At this time we do not ship to Canada.

Do you ship internationally?

At this time, we do not ship outside the U.S., U.S. territories or Canada.

How is shipping calculated?

Shipping is calculated during checkout and is based on the weight of the items you selected and the shipping destination.

Will the items on my order ship together or separately?

In order to offer our customers the widest and most unique selection, some items may ship separately. You will not be billed for each shipment only one shipping charge will be added.


Candle and tart burning is a responsiblility ... please burn wisely! Primitive-Decor shall not be held responsible for injuries, damages or losses resulting from the use and/or misuse of any products purchased from this site. For any matter, our maximum liability to you will be the amount of your purchase from Primitive Decor.

Purchasing our products signifies your acceptance of this statement and releases us from all liability. By purchasing from our website, it is assumed that you have read and agreed to our ordering information and policies set forth on this page.

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