FREQUENTLY ASKED QUESTIONS
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Explore our comprehensive collection of answers to commonly asked questions, tailored
to help you better understand our products, shipping procedures, and company policies.
General
To register as a customer with Primo fill out the customer registration form. Once submitted, our team will review your application and get in touch with you regarding the next steps.
As a registered Primo dealer, you can log in to your account on our website to view pricing and available quantities for our items. If you have specific inquiries, feel free to contact your sales rep for assistance.
We are a B2B (business-to-business) company, which means we exclusively serve businesses rather than individual consumers. "Trade only" indicates that our products and services are available to approved retailers, e-tailers and other businesses in the furniture and design industry.
Primo is a B2B provider only including retailers, designers, and contractors. However, if you're not a member of the trade and interested in purchasing our products, please visit our find a retailer page to find a store near you.
Primo verifies customer applications and trade referrals to ensure the integrity of our wholesale network. By confirming the authenticity of our customers and their trade affiliations, we maintain the quality and professionalism of our services.
Yes, Primo welcomes visits to our showrooms by appointment. Our showrooms provide an opportunity to explore our latest collections and discuss your project needs in person. Please visit our showroom & events page or contact our team to schedule a showroom visit.
We participate at the High Point Market in spring and fall, and Las Vegas Market in summer and winter. Additionally, we also host an Open House at our head office in Montreal.
Products
Primo International offers a diverse range of furniture products including mattresses, occasional, living room, dining, bedroom and office and more.
With our extensive sourcing connections and experience, we can procure what you need. Please reach out to our dedicated sales representative for further assistance.
We carefully source products from and manufacturers worldwide, with the majority being sourced from Canada, USA, Italy, Vietnam, China, India, Indonesia, Malaysia and Cambodia. Despite diverse manufacturing locations, our dedication to quality remains consistent.
We collaborate closely with each factory to uphold stringent safety standards and ensure fair wages for all workers. Prior to initiating partnerships with new manufacturers, we conduct on-site visits to personally verify that our standards are met.
We operate solely as a distributors and exclusively sell our products to dealer. To make a purchase, please visit a local furniture store closest to you by using the Find a Retailer feature.
Swatch samples for many products are available. Contact the sales team for availability and shipping details.
Ordering & Returns
We proudly sell exclusively to business to business (B2B) which includes brick and mortar furniture retailers, established ecommerce, accredited designer, architects, builders & developers.
While Primo International doesn't sell directly to end-consumers, you can acquire products through local retailers. Use the Dealer Locator or ask your preferred retailers to connect with Primo's sales representative.
To open an account:
1. Complete our onboarding form.
2. Await approval from our team.
3. Login and begin browsing.
We will review your application as soon as possible. Please allow 5-7 business days for us to process and respond to your submission.
Each customer will be assigned to a sales representative based on location. Meet your sales rep here. Ecommerce accounts, please contact: ecomsupport@primointernational.com
Once your account is fully set up, and we have all of the required information that we need from your company, you can begin placing orders. There are multiple ways that you can do this.
1. Through your Sales Representative
2. Through our website
3. Via email (orders@primointernational.com)
4. Onsite at one of our warehouses.
Yes, please contact customer service: orders@primointernational.com to make any changes to your order.
Each item within a container will display an Estimated Time of Delivery (ETD). If the items are not present in the upcoming container, the arrival date will be contingent on shipping estimates. Please note that all provided product ETAs are estimates, subject to change at any time due to unforeseen circumstances.
You can place orders from any warehouse within your respective country. Please note: We do not offer cross-border shipping.
No matter how you place your order, we will ensure it is entered quickly and accurately. Items in stock are able to ship within 24-48 hours after an order is received. You may also request specific shipment or pick up dates.
If an item is on backorder, it will be shipped as soon as it becomes available. You will see a detailed breakdown of the expected arrival date in your cart. Additionally, our customer service team will email you with updates on the item's arrival and any relevant information.
Please contact the store from where you purchased it from and they will send us the part request. If you're a dealer, please complete our parts form here.
Please contact the store from where you purchased it from and they will send us the claim. If you're a dealer, please complete our claims form here.
Billing & Payments
We accept various payment methods, including Cash Before Delivery(CBD), Check, Credit Card, or flexible terms. Opting for Credit Card ensures swift processing at the time of placing your order, with acceptance of major cards like VISA, MasterCard, and American Express.
For added convenience, explore our tailored payment terms during the onboarding process.
You will be billed once the order has shipped. Charges will appear on your payment method as soon as the transaction is processed.
Yes, we offer net terms. To take advantage of this option, you will need to apply for a credit line. Please contact your rep for more details on the application process.
Shipping & Returns
We offer freight prepaid or pickup. Freight prepaid means that we take control of every aspect of your shipment, managing it from the time it leaves our facility until it reaches its destination.
If stock is available the order will ship within 24-48 hours.
Orders with a scheduled appointment must be picked up on the same day within a 2-hour window. Rescheduling requires a notice 2 business days in advance.
Schedule an appointment with the warehouse once the order is ready for pick-up. Failure to schedule may result in order cancellation.
Yes, any in-stock orders older than 14 days without a scheduled pick-up appointment will be cancelled.
Currently unavailable due to high shipment volume. Appointments are necessary for pick-up.
The majority of shipments consist of pallets on standard 48” x 40” pallets. LTL carriers are used for shipments with 1 to 8 pallets, while shipments with 9 to 14 pallets are categorized as "Volume" and may be either palletized or floor loaded.
"Add On" orders must be sent at least 1-2 business days prior to the scheduled appointment to be included.
Inspect and reconcile the shipment, inform the driver of any damage, document the loss, and complete our claims form for a refund or credit.
Freight claims can take up to 3 months, However, Primo International aims to issue a refund within 24-48 hours if all required documents and photos are submitted promptly.
Always accept the shipment, even if it's damaged. Refusing the shipment will extend the claims process.
Shipments exceeding 14 pallets (28’ of trailer space or 1500 cubic feet) typically require a dedicated truck. In such instances, the company often explores consolidation options with other customers to avoid charging for a full trailer.
Quality, Care and Warranty
Primo offers a one-year warranty on all furniture, effective from the date of delivery. This warranty covers defects in materials and manufacturing under normal use.
For more details on our warranty across different product categories, please click here.
If you believe your product has issues covered under warranty, please complete the claims form on our website. You can also contact our customer service team for guidance and instructions on how to proceed.
Care instructions for our products are available here.
