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Frequently Asked Questions

Order Processing, Shipping, and Delivery

As each Primrose piece is handcrafted in the order it is received, our general production time is 4-12 weeks from the time of purchase.

Shipping refers to smaller items that can be shipped through a postal carrier, where as Delivery refers to all large furniture pieces.

Currently, the only items that can be shipped are those that are part of our North American Collection and Gathered Collection.  All other pieces are by delivery only.  

Shipping refers to smaller items that can be shipped through a postal carrier.  Our shipping rate is a flat rate for all items eligible for shipping, throughout North America.

Only items within our North American Collection and Gathered Collection are eligible for shipping throughout Canada and the United States.  Look for our NAC seal for products available for shipping and simply select the appropriate Shipping rate at checkout based on your order total.

As soon as your order ships out, you will receive an email confirmation with tracking information. 

All other items outside of these product collections are by delivery only and only to select locations in Canada and the USA.  See further information on delivery in the FAQ below.

Delivery refers to larger items that are only eligible for curbside delivery to certain locations across CANADA and the USA.  All furniture and large items are by delivery only. As our delivery rates are a flat rate per order, you are welcome to add on smaller items to the same order.

For CAN: We deliver throughout most provinces, except for NB, NS, PEI and NL. At checkout, please select appropriate delivery rate based on your order total. 

For USA: We deliver throughout all 48 contiguous states. At checkout, please select appropriate delivery rate based on your order total.

See further information on how delivery takes place in the next FAQ.







Primrose is happy to offer curbside home delivery of all our furniture!  We hand deliver orders across North America to ensure that your pieces arrive to you safely.

CAN & USA Deliveries:Once our delivery dates have been set and we have finalized our delivery route for your location, someone from our delivery team will be in touch with you using the contact information on your order to give you notice of your scheduled delivery time frame.

At delivery: Our driver(s) will deliver your Primrose piece(s) right to your doorstep.  As our pieces are handcrafted of solid wood, many are extremely heavy and may require additional support when lifting.  If possible, we appreciate having extra hands to assist with this heavy lifting!

We highly recommend that you inspect your item(s) at delivery to ensure your pieces are as ordered and damage has not incurred during delivery, as you will be asked to sign a Receipt of Goods by our delivery driver.  Any issues that may arise need to be relayed back to info@primroselifestyle.com within 24hrs of delivery.  Failure to do so will indicate that you are happy with your Primrose piece at the time of delivery.

We understand that things happen, and you may not be available for your scheduled delivery. As we have multiple deliveries set within our delivery schedule, we are not able to adjust the delivery date provided to you. However, should the need arise, we are happy to postpone your delivery to the next available delivery to your location.  Please contact us a week prior to your scheduled delivery should you need to make alternative delivery arrangements.

Local pickup is only for pickup at the Primrose location near High River, Alberta, Canada.

You will receive a notification via email or text when your order is ready.

Product Selection, Design, and Care

Should you wish to customize the size of a Primrose piece, please select the size UP and simply add a comment in the NOTES section of your order with your specifications. If you do not see a size up from the size needed, please contact info@primroselifestyle.com to inquire.

We offer pine, maple, and ash woods, however not all types of woods are available for each product. Please check the individual product for available options.  If the type(s) of wood is not specified, that piece will standardly be handcrafted in pine.

As each type of wood has different characteristics and hardiness levels, we highly recommend that you do a bit of research to ensure that you are selecting a wood that works for you and your household, as well as daily usage.

All wood pieces are natural, so variations in colour and wood grain will occur between furniture pieces and is completely normal. Sizes and texture of knots and grain will also vary from piece to piece, which we have done our best to showcase throughout our product pages.

See our Stains & Materials page for more information.

We have recently updated all our stain options! See our Stains and Materials page for all the details!

As all pieces of natural wood take stain differently. Minor variations in colour and wood grain will occur between furniture pieces and these are normal.

We always do our best to keep our products consistent, however as each batch of stain can have slight variations, we cannot guarantee that items purchased in the same stain color will be an exact match when not purchased at the same time.

Our dining tables and coffee tables are stained and sealed with high quality products. It can take up to 30 days for products to fully cure and we recommend extra care be taken during that timeframe. A product care package is also provided with our furniture pieces, which we recommend reading.

Although we use very durable finishing products, any finish can be stressed if not cared for properly. Burns, cuts, scratches, dents, watermarks and sun damage will affect the finish quality and therefore not covered by warranty. Also cleaning with detergents, abrasives or other improper cleaning agents will breakdown the finish and will also not be covered by warranty. See further warranty information below.

Caring for Solid Wood: 

Furniture pieces can be cleaned with a simple wipe with a soft, damp cloth, using mild dish detergent if necessary. We do not recommend abrasive cleaner or cleaning pads of any kind.

Décor pieces can be dusted/wiped with a clean, lightly damp cloth.

Even though we use water resistant finishes, we do not recommend any standing moisture on wood pieces at any time.

Protecting Your Wood Furniture:

Furniture made of solid wood has many aesthetic and performance related benefits, which need to be maintained with proper care.  Solid wood furniture is an investment, we understand that and want to help you protect it.  We recommend you:

* Keep your Primrose piece(s) in a temperature-controlled environment. A humidifier is always recommended in a home with solid wood.  Relative humidity should be maintained between 40 percent to 45 percent to lessen the effects of shrinking or expanding of natural wood. This means using a humidifier in the cooler, drier seasons, and air conditioner in the warmer seasons, depending on your region.  
* Do not place solid wood furniture directly in front of windows, heat sources, air conditioning vents, radiators, or fireplaces.
* Avoid exposure to direct or prolonged sunlight, even through windows.

Changes and Exchanges

We do our best to accommodate, but pieces already in production may not be able to be modified. As each situation is different, please email info@primroselifestyle.com to see if modifications are possible.

We want you to love your Primrose pieces, but understand things happen. As each Primrose piece is handcrafted to order, we are only able to offer full returns on items before production has begun. 

All items being exchanged or returned must be in new condition and are only eligible within 30 days of receipt of the order and must have proof of purchase from original purchaser.

Return shipping and return pickup fees are the customer’s responsibility and are non-refundable.

Non-Returnable:

Items that are made to order, custom designed, custom sized, and items purchased as a sale/as is item cannot be returned, exchanged, or repaired.

Exchanges:

Should you wish to exchange your Primrose piece for another item after receiving it and within the eligible timeframe, the returned item(s) will be subject to a 20% restocking fee and you as the purchaser will be responsible for return shipping costs along with additional shipping/delivery costs for any new pieces being sent in exchange. Additional fees must be paid in full to initiate production of a new piece for exchange.

Returns: 

Should you wish to return your Primrose piece after receiving it or after it has already started production, the piece(s) being returned will be subject to a 50% restocking fee and the purchaser will be responsible for return shipping/delivery costs. A refund will be issued upon receipt and inspection of the piece, less the appropriate fees.

Please email info@primroselifestyle.com to initiate an exchange or return.






















Warranty

At Primrose, we take great pride in the quality and craftsmanship of our wood pieces. We realize that purchasing our furniture is an investment in quality and we want it to last for generations to come.  However, as it is extremely hard to ensure that each environment is maintained in the way that natural wood needs to be cared for, we offer a limited warranty period of three months beginning the time of receipt of the furniture being delivered or picked up by the original consumer/purchaser.

Attention to detail in design, materials and construction is always at our forefront, however we do encourage you to inspect the item upon receipt. If you have a concern or believe there is a quality issue, we will work with you to correct it, in accordance with the policy below and it is important you promptly notify Primrose immediately. Primrose will then at their sole discretion, repair or replace any piece or part found by our production team to be defective in material or workmanship.

Proof of purchase is required for warranty purposes.  Any modifications done by the consumer or other parties will void this warranty. This warranty applies only when the furniture purchased is for normal indoor household use and is not applicable towards normal wear and tear.  In addition, damage from misuse, neglect, incorrect maintenance, or abuse is not covered under the warranty. It also does not apply to commercial use which includes rentals, business or institutional.

Primrose will not be responsible for shipping/delivery costs to or from the Primrose location for warranty work, unless it is convenient for us to do so in coordination with our existing deliveries upon discretion of our team.

Not maintaining a consistent humidity and temperature can cause excessive shrinking or swelling of natural wood and can affect the look of the wood or possibly cause cracks or splitting. Moisture content changes of only a few percent are enough to cause significant movement of the wood and may result in cracking or swelling. Seasonal movement on solid wood products are not considered warranty issues.

Discoloration or leaching due to sunlight or excess direct heat on natural wood are not considered warranty issues.

All our pieces are quality checked prior to packaging and preparing for transport.  Damage occurring after delivery of your Primrose furniture is not covered by this warranty. It is the responsibility of the customer to inspect the piece(s) at time of delivery and contact us immediately if you have encountered any damage incurred due to delivery.  If you are unable to be available for delivery, we highly recommend that you arrange for another individual to be available. Any damage after delivery is not considered a warranty issue.

Non-wood décor pieces come with a limited thirty-day warranty with proper care according to product page and when used as intended.

We don’t want to hide anything!  Here are additional safety notices and disclaimers

Products may vary from the images shown as each piece is handcrafted and uniquely made to its own. Slight variations in color, grain, and character are normal and add to the rustic farmhouse feel that we love. 

Each piece is sold individually, unless otherwise noted and does not include accessories or décor shown in the image.

Measurements provided are all approximate. We always do our best to be as accurate as possible, however as each piece is hand crafted there may be very slight variations in product dimensions from those given on product pages or custom measurements.

All pieces are for intended use only.  We highly recommend that large furniture pieces be anchored properly to prevent possible hazard.  For further information, you are welcome to refer to this external website: https://www.anchorit.gov/about-us/ (you will be redirected to an external website that Primrose is in no way associated with, we just think it provides great information).

Supervision is always required when pieces are being used by children.  Never leave children unattended and please be aware that injuries may occur when items are used incorrectly. Always make sure items for children are safe, sturdy and smooth prior to each use. 

Primrose Inc. and Primrose USA, Inc. will not be held liable for the risk, danger, injury, or damages to another party.

See additional Terms of Service












Still Have A Question?

If you still have a question, we haven't answered please visit our Contact Us page to get in touch! We'd be happy to hear from you!