Frequently Asked Questions & Customer Service Policies

Thank you so much for shopping with Red Fox Primitives! ❤️

We are a small, family-owned business — not a large retailer with a separate customer service, fulfillment, and returns department. The same small team answering your questions is also handmaking products, painting furniture, packing orders, receiving inventory, and running the day-to-day operations of our business.

Keeping our team small allows us to continue offering our products at fair prices, run promotions throughout the year, and keep shipping costs as reasonable as possible.

We appreciate your patience and understanding of the policies below.

CUSTOMER SERVICE HOURS

Our customer service hours are:

Monday–Friday: 9:00 AM–4:00 PM EST

We do not provide customer service during evenings or weekends.

The BEST WAY to reach us is at our email- info@redfoxprimitives.com

Calls, voicemails, emails, and social media messages received outside of our customer service hours will be addressed during the next available business day.

Please allow us time to respond before sending additional messages through multiple platforms. Contacting us through email, Facebook, Instagram, voicemail, etc. regarding the same issue does not result in a faster response and can actually make it more difficult for our small team to keep up with messages.

We appreciate your patience. ❤️

CAN I PLACE AN ORDER OVER THE PHONE?

We no longer accept orders over the phone. All orders must be placed through our website at www.redfoxprimitives.com.

As Red Fox Primitives has grown, we've had to make a few changes to help our small team serve everyone better.

Most days, our hands are quite literally tied up building and painting your handmade pieces, packing and shipping orders, receiving inventory, photographing new products, and keeping everything moving behind the scenes. Because we do not have a dedicated call center or customer service team, stopping to take phone orders pulls us away from fulfilling the orders already placed.

Ordering online also helps ensure that you are able to personally review your items, quantities, colors, shipping address, and payment information before submitting your order, reducing the chance of mistakes.

Our website is secure and available 24/7 for ordering.

Of course, if you have a question before placing your order, we're still happy to help during our customer service hours of Monday–Friday, 9:00 AM–4:00 PM EST.

We truly appreciate your understanding as our small family business continues to grow. ❤️

PLEASE REVIEW YOUR ORDER BEFORE CHECKING OUT

Customers are responsible for reviewing their order carefully before completing checkout.

Before submitting your order, please verify:

  • The correct item(s)

  • Color and/or finish

  • Size and quantity

  • Shipping address

  • Email address

  • Any personalization or options selected

  • Whether an item is marked PRE-ORDER or MADE TO ORDER

Once your order is submitted, we cannot guarantee that changes or cancellations can be made.

Our team processes orders quickly, and your order may already be picked, packed, in production, or included in our fulfillment workflow before we see your message.

Unfortunately, we cannot be responsible for an incorrectly ordered item, quantity, color, finish, or shipping information entered incorrectly at checkout.

Please double-check before clicking “Place Order.”

CAN I CHANGE MY ORDER AFTER I PLACE IT?

We cannot guarantee order changes after an order has been submitted.

This includes requests to:

  • Change an item

  • Change a color or finish

  • Add or remove products

  • Change quantities

  • Combine separate orders

  • Apply a discount code after checkout

  • Change a shipping address

  • Swap an item for another item

You are welcome to contact us during customer service hours, and if we are able to catch the order before processing begins, we will do our best to help.

However, sending us a message does not guarantee that your requested change will be made.

Customers remain responsible for the order as originally submitted unless Red Fox Primitives confirms the change.

CAN I CANCEL MY ORDER?

Because we begin processing orders quickly, cancellations are not guaranteed.

Handmade items may enter production shortly after an order is placed, and in-stock merchandise may be picked and packed before we receive your cancellation request.

If you contact us immediately during customer service hours, we will check the status of your order. If processing has already begun, the order cannot be canceled.

An email, voicemail, Facebook message, or Instagram message requesting cancellation does not mean the order has been canceled. You must receive confirmation from us.

PRE-ORDER ITEMS

Items marked PRE-ORDER are not currently in stock and will ship when the incoming inventory arrives.

Please read the estimated arrival information listed on the product page before ordering.

Pre-order items should be placed in a separate order from in-stock merchandise.

If you purchase a pre-order item together with in-stock merchandise, your entire order may be held until the pre-order item arrives.

We cannot guarantee that orders can be separated after they are submitted.

Estimated arrival dates are estimates and can occasionally change because of manufacturer or shipping delays outside of our control.

HOW QUICKLY WILL MY ORDER SHIP?

Shipping time depends on what you purchase:

In-Stock Florals & Home Décor: Most ship within approximately 1–3 business days.

Smaller Handmade Items: Typically ship within approximately 1–2 weeks.

Handmade Furniture: Typically ships within approximately 2–4 weeks.

Larger Handmade Cupboards: Please allow approximately 3–6 weeks.

These are estimated lead times, not guaranteed delivery dates.

During busy seasons, sales, holidays, launches, or unusually high order volume, processing may take longer.

If an order contains both ready-to-ship merchandise and handmade/made-to-order merchandise, the entire order will generally ship when all items are ready.

TRACKING YOUR ORDER

Once your order ships, tracking information will automatically be sent to the email address provided at checkout.

Please check your spam or junk folder if you do not see the email.

Once a package has been transferred to USPS, UPS, or another carrier, transit times and delivery scans are controlled by the carrier.

Please allow tracking information time to update before contacting us.

RETURNS & EXCHANGES

Because we are a small family-run business without a dedicated returns department, all sales are final on most merchandise.

We strongly encourage intentional purchasing and ask customers to review product descriptions, dimensions, colors, photos, and policies before ordering.

The following are NOT RETURNABLE OR EXCHANGEABLE:

  • Handmade wooden items

  • Furniture

  • Sale or clearance merchandise

  • Orders purchased using promotional/discount codes

  • Blankets

  • Seasonal merchandise after the applicable season

  • Made-to-order or customized merchandise

Unauthorized returns will not be refunded.

Please do not mail an item back to us without authorization.

WHY DON'T YOU OFFER RETURNS LIKE LARGE RETAILERS?

We understand that many large retailers offer free returns and extremely flexible return policies.

We're simply a different kind of business.

Returns involve shipping costs, boxes, packing materials, payment processing fees, administrative time, inspection, repackaging, and the risk of merchandise being damaged during return transit.

Large retailers build those expenses into their pricing and employ dedicated teams to process returns.

We don't.

Keeping our policies simple allows our small family business to keep our overhead lower, keep our prices as fair as possible, offer promotions, and keep shipping charges reasonable.

We would rather give our customers the best price we reasonably can upfront than increase everyone's prices to cover the cost of processing returns.

As a small business, our time and labor have value too. When an order is returned, the time spent making or preparing the item, packing the order, processing it, answering customer service questions and then processing a return cannot be recovered. This is especially true for our handmade, made-to-order pieces. We simply cannot absorb those costs and continue operating as though that time and labor were free.

WHAT IF MY ITEM ARRIVES DAMAGED OR I RECEIVE THE WRONG ITEM?

That's different — and we absolutely want to know about it.

Please email info@redfoxprimitives.com within 3 days of delivery and include:

  • Your order number

  • A description of the problem

  • Clear photographs of the item

  • Photographs of the shipping box/packaging

  • Photographs of any visible shipping damage

Please keep the item AND all original packaging until we have resolved your claim.

Do not discard damaged merchandise or packaging unless instructed to do so.

We will review the situation and determine the appropriate resolution.

Please note that handmade characteristics such as wood grain, knots, distressing, slight color variations, small imperfections, and natural characteristics of wood are not considered damage or defects.

SHIPPING COSTS

Shipping isn't actually free for a small business — even when an order qualifies for a free-shipping promotion.

We still pay UPS, USPS, freight carriers, packaging materials, boxes, labels, and other fulfillment costs associated with shipping your order.

Any free-shipping promotion applies to the original completed purchase under the terms of that promotion and does not mean there was no cost associated with shipping your merchandise.

Original shipping and fulfillment costs are not refundable where applicable.

LARGE CUPBOARD & FURNITURE DELIVERY

Larger furniture pieces are carefully palletized and shipped using freight/trucking companies.

Furniture delivery is CURBSIDE DELIVERY ONLY.

The freight company will contact you to arrange a delivery appointment.

Customers are responsible for having appropriate help available to move the furniture from the curb into their home.

Freight drivers are not responsible for bringing furniture inside.

Please inspect freight shipments carefully and photograph any visible damage to the pallet, packaging, or furniture.

HANDMADE MEANS HANDMADE

Our wooden products are handmade right here in Pennsylvania.

Real wood naturally varies.

Knots, grain patterns, distressing, slight variations in paint color, texture, small imperfections, and other characteristics are part of owning a handmade wooden product and are not considered defects.

Wood can also expand, contract, shrink, or develop small splits as humidity and seasons change. This is a natural characteristic of real wood.

COLORS

We do our best to accurately photograph and describe our colors, but colors can appear differently depending on lighting, computer monitors, phones, and individual screens.

Our current finish descriptions include:

Black: Classic, timeless black.

Buttermilk: A creamy, soft white.

Red: A rich primitive red between burgundy and a traditional red.

Autumn Brown: A warm, deeper mustard tone.

Old Blue: A traditional primitive, old-world blue.

If you are unsure about a color, please contact us before placing your order.

DISTRESSING

Many handmade pieces are available with Light or Heavy Distressing.

Light Distressing: Subtle wear primarily around edges, corners, and knobs.

Heavy Distressing: More of the base color/wood shows through, creating a more heavily aged and primitive appearance.

Because each item is distressed by hand, no two pieces will look exactly alike.

A FINAL NOTE FROM OUR FAMILY

Red Fox Primitives has been a family-run business since 2012.

We are incredibly grateful that you choose to spend your hard-earned money with our small business.

In return, we work hard to provide beautiful products, fair pricing, reasonable shipping costs, and personal service.

We simply ask for a little patience and understanding in return.

We do not have a 24/7 customer service department, warehouse staff, or corporate returns department — and that's intentional.

We're a small business run by real people with families and lives outside of work, too. ❤️

Thank you for reading our policies, double-checking your order before purchasing, and supporting our family business.

— The Red Fox Primitives Family

Rewards Members: How to Use Your Store Credit

One of the perks of being a member is store credit to use toward your Red Fox Primitives purchases! 🎉

Here’s how to use your store credit:

1. Sign Into Your Account

Before you shop, make sure you’re logged into the same customer account/email address you used when you signed up for your membership.

This is important because your store credit is connected to your account.

2. Check Your Store Credit

Once you're logged in, you’ll be able to see the store credit available on your account through your membership/rewards area.

3. Shop Like Normal

Add all your Red Fox Primitives favorites to your cart and head to checkout when you're ready.

4. Apply Your Store Credit

At checkout, choose the option to apply your available store credit to your purchase.

Your store credit will be deducted from your order total. If your order is more than your available credit, you can simply pay the remaining balance using one of our regular payment methods.

Important!

Your store credit is connected to the email/account you used when signing up for the membership. Make sure you're logged in before checking out so you can access your credit.

If you don't see your store credit or you're having trouble using it, just reach out to us and we'll be happy to help! ❤️