Frequently Asked Questions
We understand that many questions arise while shopping online. Here are some answers to questions that we are frequently asked.
Q: Can I make a purchase using my Visa gift cards?
A: Yes you can. Simply enter the card number as you would any card. If you have several gift cards, you can either choose "Check or Money Order" then call us to make payment using your gift cards. Or, if you prefer, you can call us and place the whole order over the phone and pay with multiple cards that way as well.
Q: An item I want is on back order. When will it be available?
A: Once your order is placed, we will contact you with estimated shipping times on any back ordered items or you're welcome to call prior to placing an order to see if we can give you an estimated delivery time.
Q: Do you have a catalog for your business?
A: No, we do not have a catalog. Everything we offer can be viewed online. As you are browsing, if you have any questions about our products, feel free to contact us.
Q: Do you offer wholesale?
A: No, we do not offer wholesale.
Q: Do I have to pay sales tax?
A: We currently charge sales tax for Indiana, West Virginia, Virginia, Ohio, North Carolina, New Jersey, Michigan, Kentucky and Illinois residents.
Q: How do I care for my curtains, bedding, and rugs?
A: Our curtains are to be washed in cold water with like colors and laid flat to dry. You can also gentle cycle tumble dry low. No chlorine bleach and if you want to iron them, do so when they are slightly damp with the iron warmed, not hot. Tobacco cloth curtains can be spot cleaned only. You can also choose to have your curtains dry cleaned. Rugs have to be spot cleaned with mild soap and water. Do not machine wash them. Rug pads are recommended for any kind of surface, but especially for use on carpet to prevent color transfer. Your quilts can only be washed in a front loading commercial washer.
Q: When will I receive my products?
A: Most in stock items are shipped within 5-10 business days. If an item is out of stock or backordered, shipping times will vary and we will attempt to contact you with an estimated shipping time for those items.
Q: I have never ordered online before; how do I know you are legit?
A: That is always a good question to ask. If you wish to see the people behind our business, you can visit our About Us page here. You can also call us Monday - Friday 8-5. We always try to answer; if not, we are assisting another customer or have stepped away from our desk. You can leave a voice mail and we will get back to you as soon as we can. You can also check out our reviews page and see what other customers are saying about their shopping experience. You can find us on Facebook, Instagram, and Pinterest too.
Q: How do I know my payment information is safe and secure when I enter it on your website?
A: All of our credit card payments are processed through a secure server using our SSL security protection. We do not store your payment information and do not have access to it.
Q: When will my card be charged for my purchases?
A: When your order is submitted, your card is charged and payment is made. You are charged for all items at the time of checkout, including those that may be on back order and will ship separately.
Q: What are your office hours?
A: Are offices are located Indiana, so we are on EST. We will be happy to take your call between 8:00 AM and 5:00 PM Monday through Friday. If you call after normal business hours, feel free to leave a message and we will return your call the next business day. Please note if you contact us on the weekend, we will return your call when we return to the office. Our office will be closed on most major holidays and the week between Christmas and New Years. You can contact us by phone at 574-892-5043 or you can email us at jacki@primitivestarquiltshop.com.
Q: If I give you my email, is it going to shared?
A: We understand your concerns about email privacy. Our policy is to communicate to you about your order via email. We will never share or sell your email with any other persons or company. It is for our use only. If you choose to sign up for our newsletter, again we will never sell or give email out to anyone else.
Q: What does it mean when I sign up for your newsletter?
A: By signing up for our newsletter, you will get emails about upcoming sales, as well as occasional certificate coupon codes. You will be the first to find out when we have brand new products!
Q: What is your return policy?
A: We trust that you will be very pleased with your purchases from Primitive Star Quilt Shop. However, if you do need to return your items, we ask that you contact us within 7 business days of receiving your order. We will then work with you to get you a return authorization number. All items must be returned in their original packaging. Please ship returns promptly, as we do not accept returns after 30 days. We cannot accept returns or exchanges on items that have been laundered.
Q: What if my item arrives damaged?
A: If your item arrives damaged, you need to contact us within 5 business days of delivery, as with any return. We will discuss the damages and work with you on a return or exchange.
Q: Is my personal information secure?
A: When placing an order, you will be asked for your email, address and phone number, as well as payment information. This information is never shared or sold to another person or company. It is for our purposes only.
Q: What if I experience problems during check out?
A: If you experience problems when trying to place your order, feel free to contact us via email or give us a call and place your order over the phone.
Q: Can I make a purchase using my Visa gift cards?
A: Yes you can. Simply enter the card number as you would any card. If you have several gift cards, you can either choose "Check or Money Order" then call us to make payment using your gift cards. Or, if you prefer, you can call us and place the whole order over the phone and pay with multiple cards that way as well.
Q: An item I want is on back order. When will it be available?
A: Once your order is placed, we will contact you with estimated shipping times on any back ordered items or you're welcome to call prior to placing an order to see if we can give you an estimated delivery time.
Q: Do you have a catalog for your business?
A: No, we do not have a catalog. Everything we offer can be viewed online. As you are browsing, if you have any questions about our products, feel free to contact us.
Q: Do you offer wholesale?
A: No, we do not offer wholesale.
Q: Do I have to pay sales tax?
A: We currently charge sales tax for Indiana, West Virginia, Virginia, Ohio, North Carolina, New Jersey, Michigan, Kentucky and Illinois residents.
Q: How do I care for my curtains, bedding, and rugs?
A: Our curtains are to be washed in cold water with like colors and laid flat to dry. You can also gentle cycle tumble dry low. No chlorine bleach and if you want to iron them, do so when they are slightly damp with the iron warmed, not hot. Tobacco cloth curtains can be spot cleaned only. You can also choose to have your curtains dry cleaned. Rugs have to be spot cleaned with mild soap and water. Do not machine wash them. Rug pads are recommended for any kind of surface, but especially for use on carpet to prevent color transfer. Your quilts can only be washed in a front loading commercial washer.
Q: When will I receive my products?
A: Most in stock items are shipped within 5-10 business days. If an item is out of stock or backordered, shipping times will vary and we will attempt to contact you with an estimated shipping time for those items.
Q: I have never ordered online before; how do I know you are legit?
A: That is always a good question to ask. If you wish to see the people behind our business, you can visit our About Us page here. You can also call us Monday - Friday 8-5. We always try to answer; if not, we are assisting another customer or have stepped away from our desk. You can leave a voice mail and we will get back to you as soon as we can. You can also check out our reviews page and see what other customers are saying about their shopping experience. You can find us on Facebook, Instagram, and Pinterest too.
Q: How do I know my payment information is safe and secure when I enter it on your website?
A: All of our credit card payments are processed through a secure server using our SSL security protection. We do not store your payment information and do not have access to it.
Q: When will my card be charged for my purchases?
A: When your order is submitted, your card is charged and payment is made. You are charged for all items at the time of checkout, including those that may be on back order and will ship separately.
Q: What are your office hours?
A: Are offices are located Indiana, so we are on EST. We will be happy to take your call between 8:00 AM and 5:00 PM Monday through Friday. If you call after normal business hours, feel free to leave a message and we will return your call the next business day. Please note if you contact us on the weekend, we will return your call when we return to the office. Our office will be closed on most major holidays and the week between Christmas and New Years. You can contact us by phone at 574-892-5043 or you can email us at jacki@primitivestarquiltshop.com.
Q: If I give you my email, is it going to shared?
A: We understand your concerns about email privacy. Our policy is to communicate to you about your order via email. We will never share or sell your email with any other persons or company. It is for our use only. If you choose to sign up for our newsletter, again we will never sell or give email out to anyone else.
Q: What does it mean when I sign up for your newsletter?
A: By signing up for our newsletter, you will get emails about upcoming sales, as well as occasional certificate coupon codes. You will be the first to find out when we have brand new products!
Q: What is your return policy?
A: We trust that you will be very pleased with your purchases from Primitive Star Quilt Shop. However, if you do need to return your items, we ask that you contact us within 7 business days of receiving your order. We will then work with you to get you a return authorization number. All items must be returned in their original packaging. Please ship returns promptly, as we do not accept returns after 30 days. We cannot accept returns or exchanges on items that have been laundered.
Q: What if my item arrives damaged?
A: If your item arrives damaged, you need to contact us within 5 business days of delivery, as with any return. We will discuss the damages and work with you on a return or exchange.
Q: Is my personal information secure?
A: When placing an order, you will be asked for your email, address and phone number, as well as payment information. This information is never shared or sold to another person or company. It is for our purposes only.
Q: What if I experience problems during check out?
A: If you experience problems when trying to place your order, feel free to contact us via email or give us a call and place your order over the phone.
