FAQs

How do I talk to a live person?

How can I contact Primary Concepts?

Do you accept purchase orders?

Can I order online using a purchase order?

Which credit cards do you accept?

I don't want to order online. How can I place my order?

Does sales tax apply to my order?

When will I be charged for my order?

I am ordering from outside the United States. How do I place an international order?

How will my order be shipped? What are the shipping charges?

How do I know my order has shipped?

How can I check my order and payment history?

How do I get off your mailing list?

How do I talk to a live person?

Call our Customer Service Department toll-free at 1-800-660-8646. Customer Service hours are 8:30 AM to 5:00 PM, Pacific Time, Monday through Friday. We have a small staff, so if you don't reach us, leave us a message with the best time to reach you.

How can I contact Primary Concepts?

Visit our Contact Us page, call us at 1-800-660-8646, or fax us at 1-510-527-8760. Our mailing address is 1338 7th Street, Berkeley, CA 94710.

Do you accept purchase orders?

Yes, we accept purchase orders from public institutions in the United States.

Can I order online using a purchase order?

Yes! Primary Concepts now offers the ability to submit authorized purchase orders online (for schools within the United States). If you are authorized to submit purchase orders for your school or district and would like to submit purchase orders through our website, simply complete our Purchase Order Registration Process. Once we have verified your information, we will notify you via e-mail that your registration has been accepted, and you will be able to submit purchase orders online. If we have already accepted your registration, you may place a purchase order online simply by selecting the “Purchase Order” option at checkout. We will accept your purchase order online, but until you complete the application, your order will not be processed.

Which credit cards do you accept?

We accept VISA, MasterCard, American Express, and Discover.

I don't want to order online. How can I place my order?

Download a printable order form in PDF format, and fax or mail it to us with your payment. Or use the order form in the back of your PrimaryConcepts catalog. You can submit your order via these methods:

Phone: Call us toll-free at 800-660-8646. Phone orders must be paid by credit card.
Fax: Fax in your order form, together with signed, authorized purchase order, check, or credit card information, to 510-527-8760. Please include a copy of your Tax Exempt Certificate, if applicable.
Mail: Send your order form, accompanied by signed, authorized purchase order, check, or credit card information, to Primary Concepts, 1338 7th St., Berkeley, CA 94710. Include a copy of your Tax Exempt Certificate, if applicable.
eMail: info@primaryconcepts.com

Can I place a rush order?

We normally turn orders around within two working days. If your need is urgent, call us at 800-660-8646 to request expedited processing of your order. We also offer a rush shipping option within the continental U.S. Charges for rush shipping are:

$1.00- 74.99 --$24.00

$75.00- 499.99 --32%

$500+ --20%

Does sales tax apply to my order?

We are required to collect sales tax on orders shipping to the following states, unless a tax-exempt number is provided: California, North Carolina, and Washington. If you are tax-exempt:

Ordering online: You will find a space to enter a tax-exempt number on the "Bill To" page of the checkout form.
Ordering by fax or mail: Send a copy of your tax-exempt certificate together with your order. You only need to send the certificate with the first order.

When will I be charged for my order?

Your order will not be invoiced, or your credit card charged, until your order has shipped. Occasionally our website calculates tax incorrectly; when your order is processed we double-check it. The amount may vary depending on the tax charged in your county. For International orders, we will contact you with the shipping amount. We will not charge your account until you approve the amount, so please make sure you give us an accurate email address. Customer is responsible for all duty.

I am ordering from outside the United States. How do I place an international order?

You may order online, or by fax (1-510-527-8760), or by email to info@primaryconcepts.com, or mail to Primary Concepts, 1338 7th St., Berkeley, CA 94710. Orders are payable by credit card (American Express, VISA, Mastercard, or Discover) in U.S. Dollars. Shipping charge is the actual cost of shipping. We will contact you via email to inform you of the shipping cost, so you can confirm or cancel your order. All prices are in U.S. Dollars. We DO NOT CHARGE your card until you approve the cost, so please monitor your junk folder until you receive our reply. Customer is responsible for all duty.

Can I order from Canada?

Yes (see international shipping terms above). You may wish to contact one of our Canadian partners, who carry many of our proprietary items. Call or visit Spectrum Educational Supplies Ltd, call toll free 800-668-0600 or visit Louise Kool & Galt or call toll free 800-268-4011 or visit Education Station, Edmonton AB, phone (780) 475-4680 or visit Quality Classrooms, Winnipeg, MB toll free 1 888-517-8282. Customer is responsible for all duty.

How will my order be shipped? What are the shipping charges?

Within the contiguous 48 states, we ship by UPS Ground or USPS. The shipping charge is:

$1.00- 74.99 --$9.00

$75.00- 499.99 --12%

$500.00- 1999.99 --11%

$2000+ --10%

To Alaska, Hawaii, APO Boxes (military), and U.S. Territories, we ship USPS. The shipping charge is:

$1.00- 74.99 --$30.00

$75.00- 499.99 --40%

$500+ --20%

To international destinations other than those listed above, we ship by U.S. mail. We will email you an estimate after you order and only charge your card when you approve the costs. All duty is the responsibility of the customer.

How can I track my order?

Once you have placed your order, we will email you when we ship. The email will come direct from either UPS or USPS and contain the tracking number.

How do I know my order has shipped?

You will receive an e-mail when your order has shipped, giving you tracking numbers for your packages. If you are using a spam blocking services, in some instances requested e-mails from Primary Concepts are being blocked. If you are using a spam blocking service please ensure that you add us to your list of "approved senders". To receive order confirmations from our eStore, please add: info@primaryconcepts.com

How can I check my order and payment history?

Contact us at info@primaryconcepts.com with your account number, if known, or your name and complete address used when placing orders.

How do I return an item?

Every item we sell is fully guaranteed. All of the materials used are of high quality and educationally sound. If for any reason you are not satisfied with your purchase, simply let us know within 30 days, and we will give you instructions for returning the unused goods. A full refund or exchange will be provided for the cost of materials (we do not refund shipping charges).

How do I get off your mailing list?

Click here to be removed.