FAQ

FAQ 2017-10-11T18:25:23+00:00

Primula Top Frequently Asked Questions

How do I find the Use & Care instructions for my product before or after purchase? 2017-10-10T13:14:25+00:00

Each product on our website has downloadable PDF Use and Care Instructions on each product’s page. You can find the link to download the Use and Care Instructions by navigating to the product page, and clicking the link to download underneath the product specifications.

Do you offer gift cards or gift certificates? 2017-10-10T13:14:03+00:00

No, not at this time.

Do you offer gift wrapping? 2017-10-10T13:13:43+00:00

At this time, gift wrapping is not available.

How much does Shipping cost? 2017-10-10T13:12:42+00:00

When you get to the checkout page on your online order, you’ll clearly be able to determine the cost of shipping.  It varies with each order, depending on the size of the box and the total weight of the order. Retail orders over $50 and wholesale orders over $500 get free shipping. All Primula products are carefully packaged and boxed with the utmost care to assure that you get it quickly and in perfect condition. The shipping method and carrier for your package will be listed in your shipment confirmation email. A tracking number can be obtained as well by contacting the appropriate carrier.

Do you offer discounts or coupons? 2017-10-10T13:12:15+00:00

Primula’s prices have been carefully considered to cover the costs to bring exceptional flowering tea and quality items to its customers. We are known for delivering the finest products at the most competitive prices. Primula promises to keep costs down and we don’t fabricate high mark-ups and then offset it with a coupon or a discount. For that reason, the prices offered are already comparably lower than any competing quality item you would find elsewhere. We believe and stand by our products and always promise to deliver better than you expect!

How do you become a wholesale customer? 2017-10-10T13:11:49+00:00

Register your business details using the form on our Wholesale page. Allow 3 business days for us to approve and activate your online wholesale order website. Your trade customer account will be live within insert here, so you can conveniently place an online order at your convenience.

I am a retailer and would love to place an order. Can I speak with someone directly? 2017-10-10T13:11:31+00:00

Of course you can. Please call our sales division at 561-353-3900. We’ll be happy to assist you with any questions you have regarding Primula products and can help in establishing your retail site as a premier Primula distributor.

My glass broke. Is it covered under a warranty? 2017-10-10T13:11:13+00:00

If for some reason, you received your purchase and found that your glass has broken somewhere between our place and yours, we will replace it free of charge if you notify us within five days of receipt. If the glass is broke after that time, then unfortunately the answer to this question is no, it won’t be replaced for free. Though our glassware is made of durable borosilicate glass, it still can break if dropped or chipped. We are sorry for any inconvenience this may cause if your glass breaks and so we do offer replacement pieces at the best possible prices on our glass beakers and pots.

I need a replacement part. Where can I buy one? 2017-10-10T13:10:55+00:00

Please go to coffee accessories to see the pictures and descriptions of available replacement parts. This should help you identify what you need for your specific products. You will then be able to order directly from this page.

How do I return an item? 2017-10-10T13:10:33+00:00

Please contact Primula through our contact us page. or call Terri in customer service at 561-353-3900 ext. 3901 to receive a Return Authorization number.

If you kept the packing slip with your order, please use the return label that is on that packing slip and clearly indicate the Return Authorization number in the provided field so we can easily process your return. (We recommend keeping this number on file as well in case you need to call us to ask questions). Return the item to Primula with a traceable carrier and retain the tracking number for your records as Primula can not be held responsible for lost or damaged items in transit.

Please note: Primula does not accept returns on items without a return authorization number, on used or damaged items, on products with missing pieces or those not in their original packaging, and any items over 30 days of the shipment receipt date.

Primula wants to keep all its customers happy and we want you thrilled with your purchase and the entire transaction. If for some reason, you’re not, please contact us at 561-353-3900 ext. 3901 and ask to speak with Terri. She loves to make people happy and to solve problems.

I am having trouble ordering online. Can you take the order by phone? 2017-10-10T13:09:19+00:00

Yes. We would love to help you place your order. Please call us at 561-353-3900 anytime between 8:30 am and 5:30 pm Eastern time.