Frequently Asked Questions

Customer Service

• How do I talk to a “live person”?
• How can I contact Primary Concepts?

How to Order

• Can I make a purchase using a purchase order?
• Can I pay by check or money order?
• What credit cards do you accept?
• I don’t want to order on the website. How can I get a hard copy order form?
• Can I place a rush order?
• Does sales tax apply to my order?

International Orders

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

Shipping

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

Returns

• How do I return an item?

Customer Service

How do I talk to a “live person”?

Call our Customer Service Department toll-free at 800-660-8646. Customer Service hours are 8:00 AM to 5:00 PM, Pacific Time.

How can I contact Primary Concepts?

Please visit our Contact Us page.

How to Order

Can I make a purchase using a purchase order?

Yes, we are happy to accept purchase orders. Please fill out all checkout screens and click on “Create My Requisition.” Then print your requisition and mail a copy to us along with your completed purchase order. We will begin processing your order as soon as we receive the printed purchase order and requisition.

Can I pay by check or money order?

Yes, we accept these forms of payment. Please fill out all checkout screens and click on “Create My Requisition.” Then print your requisition and mail a copy to us along with your check or money order. Or you can download a printable order form in PDF format.

What credit cards do you accept?

We accept VISA and MasterCard. (Sorry, but these are the only two cards we can accept-- we do not accept American Express.)

I don’t want to order on the website. How can I get a hard copy order form?

You can download a printable order form in PDF format. Simply print the form, fill it out, and fax or mail it to us with your payment.

Can I place a rush order?

Yes. Please PHONE in your order to Customer Service at 800-660-8646 (M-F, 8:00 AM to 5:00 PM, PST). Rush charges are $10, plus an additional 15% of the order total. We can also arrange special rush shipping for you; just give us a call.

Does sales tax apply to my order?

Sales tax applies for orders originating in California or North Carolina. If you are ordering from another state, sales tax does not apply.

International Orders

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

We accept international orders on our website, payable by credit card (VISA or MasterCard) in U.S. Dollars.

Can I order from Canada?

Louise Kool & Galt is the exclusive Canadian distributor for all Primary Concepts products. For a Primary Concepts Canadian catalog, please call Louise Kool & Galt at 1-800-268-4011, or fax at 1-800-482-7905.

Shipping

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

Within the contiguous 48 states, we ship by UPS Ground. Shipping charge: 10% of order total (minimum $5.00).

To Alaska, Hawaii, Puerto Rico, Guam, Saipan, and APO Boxes (military), we ship by U.S. Priority Mail. Shipping charge: 20% of order total (minimum $10.00).

To international destinations other than those listed above, we ship by U.S. Airmail. Shipping charge: 20% of order total (minimum $10.00). Note: All prices are in U.S. Dollars.

Returns

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 will not refund shipping charges).