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Frequently Asked Questions

Shipping/Returns

Shipping refers to items that are able to be shipped through a postal carrier

Items within our North American Collection are eligible for shipping throughout Canada and the United States.  Please select North American Shipping at checkout.

Look for our NAC seal for products available for shipping.

All other items are by delivery only, to select locations in Canada. 

For Shipping orders:  as soon as your order ships out, you will receive an email confirmation with tracking information

Delivery refers to items that are only eligible for curbside delivery to certain locations only.

We deliver to SELECT locations in Canada. At checkout, please select your appropriate location for delivery.  We are working to expand our delivery locations, so message us if you don’t see your area available!

For Delivery orders: just prior to the scheduled delivery dates and once we have finalized our delivery route, someone from our team will be in touch with further details regarding your delivery timeframe.

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

You will receive a notification via email when your order is ready!

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.  

Should you wish to exchange your Primrose piece for another item after receiving it, 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 costs for any new pieces being sent in exchange. The refund amount will be deducted from the new purchase. 

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 costs.

All items being exchanged or returned must be in new condition and are only eligible within 30 days of receipt of the order.

Shipping and delivery costs are non-refundable if item(s) has already been shipped/delivered.

Custom designed or custom sized pieces are not eligible for exchange or return.

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



Order Processing Times

As each Primrose piece is handcrafted to order, our general production times for our North American Collection pieces is 4-6 weeks.  Production time for all furniture pieces is 8-10 weeks. 


*Please note, our production times may vary depending on our current production queue.  Please refer to the banner on theSHOP page for the most up to date timeframes. 


Product 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. Not all types of woods are available for each product. Please check the product description for available options.

See our Stains & Materials page for more information.

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

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

Protecting Your Wood Furniture:

Furniture made of solid wood has many esthetic 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, with the relative humidity at 35 percent to 45 percent. 

We recommend the use of air conditioning as well as investing in a humidifier or dehumidifier to help manage the humidity in your region. 

Do not place solid wood furniture directly in front of windows, heat or air conditioning vents, radiators or fireplaces.

Do not expose solid wood furniture to continuous direct sunlight.


Warranty

Primrose is extremely proud of the workmanship of our product. We realize that purchasing our furniture is an investment in quality and we want it to last for generations to come.

The Primrose limited warranty period of one year begins at the time of receipt of the furniture being delivered or picked up by the original consumer/purchaser. If a manufacturing defect is discovered during this time, 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.

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 or has been specified for outdoor use upon purchase on the order.  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 rental, business or institutional. Primrose will not be responsible for shipping costs to or from the Primrose location for work completed under this warranty, unless it is convenient for us to do so in coordination with our existing deliveries.

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.   It is important that you follow our Care guide to avoid damage and potentially void this warranty.


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!