No, we do not offer pick-up services for local orders at this time. All of our orders are processed and shipped via our fulfillment partner’s facilities. We do not have any product inventory available for pick-up at our headquarters in Seattle. This allows us to streamline our operations and provide efficient shipping to customers across the United States and internationally.
Orders typically ship within 2-3 business days after it has been placed. Once your order has been processed and is ready to ship, you will receive an email notification with a tracking link. This link will allow you to monitor the status of your shipment every step of the way. Please note that shipping times may vary slightly depending on product availability and order volumes.
Weekend Orders: Orders placed after 10:00 AM PST on Fridays will be processed on the next business day
Delivery times typically range from 3-7 business days after shipping, depending on your location and other factors. Once your order ships from our fulfillment center, most customers within the continental United States can expect to receive their package within 5 business days. However, please allow up to 7 business days for delivery, as transit times can vary based on your specific shipping destination and any unforeseen delays. More remote areas or deliveries to Alaska, Hawaii, or U.S. territories may take a few extra days.
We ship via major carriers like USPS, FedEx, and UPS. After your order ships, you’ll receive a confirmation email with a tracking number that allows you to get updated delivery estimates and follow your package’s journey every step of the way. Our goal is to get your order to you as quickly and reliably as possible.
You can change your delivery address after placing an order, but only within one hour of completing your purchase. To request an address change within that 1-hour window, please send an email to our customer service team right away. Once your order has been processed and a shipping label has been created, we are unable to modify the delivery address. This is to ensure your package gets routed correctly and doesn’t experience any delays or mis-shipments. We recommend always double-checking your delivery details during checkout to avoid any address change requests. But we’re happy to make an adjustment if you act quickly enough after ordering.
After your order ships, you’ll receive a tracking number via email that allows you to get updated delivery estimates and follow your package’s journey every step of the way.
All orders are shipped from the United States, so if you are ordering within the U.S., you will NOT be required to pay any customs fees. For international orders (outside the U.S.), taxes and customs fees are not included in the total price. You may be subject to local duty/import taxes. We ship these international orders on a DDU (Delivery Duty Unpaid) basis.
This means that any outstanding import duties, clearance fees, brokerage fees, or any other additional charges are the responsibility of our customer and have to be paid on delivery of your order. These taxes will be claimed on behalf of local customs by our carrier prior to delivery.
Unfortunately, we are unable to advise you of the amount of these charges in advance and recommend you contact the duty services in your country to obtain an estimated duty amount and the base rate of VAT.
If the taxes and customs fees are not paid, your order will be destroyed or discarded and we will be unable to refund you the amount paid. Please note that we cannot refund any customs duties paid if you return your order for a refund. We will deduct any duties, taxes, or fees incurred by us from your refund amount.
No, we do not cover customs fees. These fees will be the responsibility of the customer.
We are unable to advise you of the amount of these charges in advance and recommend you contact the duty services in your country to obtain an estimated duty amount and the base rate of VAT.
Even if you are no longer interested in receiving your order, you can accept delivery of the shipment and then initiate a return to us within 14 days of receipt per our returns policy. You would be eligible for a full refund (minus outbound and return shipping fees) once we receive it. If you refuse delivery, please note that our carrier will charge us shipping and processing fees to return the item to us, which will be deducted from any refund amount you are eligible for.
From time to time, we might offer a free shipping code or promotion where we cover the cost of shipping. This code is valid only for shipping costs, which are separate from customs, import, disbursement, or clearance costs. Our free shipping offers are ONLY valid for shipping costs, and customers will be required to cover their customs costs separately.
As long as the return/refund is being requested within the eligible time window of 14 days after delivery, and the item is still unused and in the same condition that you received it, we will accept it and refund you with no questions asked.
If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, send us an email at hello@primitivehaus.com with the following:
• Your order number and date of purchase
• Photos and video of the condition of the item and packaging
• Reason for return (optional)
Once we receive and process your request:
• For domestic orders, we will provide you with a shipping label and the address to which you will send the item.
• For international orders, you will be responsible for the costs associated with shipping the item back to us. We advise that you send the item back via a tracked and signed for service. We are not responsible for the item if it gets lost or damaged in transit and you will be ineligible for a return if that were to occur.
• For both international and domestic returns, we will provide you with a Reference ID, which must be physically written on the box. Failure to do so will result in delays, fees or even loss and disposal of the item.
Once your return is received and inspected:
• We will send you an email to notify you that we have received your returned item.
• If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Given that the shipment has been dispatched and then rejected at the point of import or delivery, our carrier will take steps to either destroy or return the goods. We will attempt to retrieve the shipment. However, please note that our carrier will charge us shipping and processing fees and restock fees, which will be deducted from any refund amount you are eligible for.
If your watch has stopped working, there are a couple of potential reasons and troubleshooting steps to try first:
1. Check if the watch is properly wound. You can wind it manually by unlocking the crown (do not pull it out too far) and turning it clockwise about 20-30 rotations. Or, you can wind it automatically by wearing the watch and letting the motion from your wrist wind the mainspring.
2. If winding doesn’t seem to work, ensure the crown is pushed all the way back in and screwed down if applicable. Sometimes an unsealed crown can cause issues.
If you’ve tried winding the watch thoroughly and the crown is properly sealed, but it still won’t restart, there may be an issue with the movement itself. At that point, please send an email to our customer support team at hello@primitivehaus.com describing the problem in detail. Include photos if possible, as that will help our technicians better diagnose the issue.
We’ll then provide guidance on getting your watch evaluated and potentially repaired under warranty if applicable. Rest assured, we’re here to help get your timepiece running again!
Our watches are designed and built to be durable timepieces meant for daily wear. However, over time some minor cosmetic scratches or scuffs on the case or bracelet may occur from normal use - this is considered expected wear and tear.
Unfortunately, our warranty does not cover cosmetic issues like scratches, dents, or other surface damage that arises through regular activities and ownership of the watch. Our warranty protection applies specifically to issues affecting the watch movement, timekeeping performance, and function of the watch itself.
If your watch is experiencing issues with keeping accurate time, the movement stopping/starting unexpectedly, the hands becoming misaligned, or any other mechanical or performance problems, those types of issues would potentially be covered under warranty. But surface-level scratches or wear on the exterior are not considered defects. We encourage caring for your timepiece properly, but also understand scratches can happen over years of daily wear.
As long as the watch itself is functioning as intended, any minor cosmetic wear is simply a natural part of the life of your watch. Our 2 year warranty aims to ensure the internal mechanism operates reliably.
Our warranty covers defects related to the watch movement, timekeeping performance, and overall function of the watch. This includes issues like the movement stopping/starting unexpectedly, the hands becoming misaligned, or any other mechanical or performance problems. However, it does not cover cosmetic issues like scratches, dents, or other surface damage that arises through regular activities and ownership of the watch.
Please refer to our Warranty page if you wish to submit a claim
