COVID19 - PRIMARY ARMS UPDATES
First, we would like to thank all our Houston locals for their continued patience during the temporary closure of our retail storefront. We still encourage everyone to take advantage of our current Free Shipping Offer, as it is your safest and most convenient delivery option. If you live nearby and want to take advantage of free shipping, just select the 'free shipping' option in the check-out menu. If you are local and do not see this option, send us an email at firstname.lastname@example.org, and we'll be happy to assist you.
However, If you need to make a curbside pick-up, we are re-opening with new protocol that will allow you to collect your non-FFL orders. After you complete check-out and wait the requisite 2 hours for order preparation, you can drive to our store and park in one of the marked parking spaces at the front and side of our building. Once parked, send a text message with your name, order number, and vehicle description to the phone number posted outside, and we'll bring your order out to you. Please remember to have your identification ready as well!
For FFL orders, we are still operating under an appointment system. If you have placed an order for an FFL item, a customer service representative will reach out to you to schedule an appointment for pick-up.
Please see the following guidelines, as these services are currently affected:
1) Email Responses – Our team is working around the clock to answer email inquiries. Currently, most emails receive a response within 4 business days. This is the BEST way to reach us right now.
NOTICE: Emails receive responses in order of date sent. Please wait at least 5 days before following-up on a request. This guarantees that you’ll receive the fastest possible service by eliminating duplicate requests, which lead to slower overall processing.
2) Our Phones are Offline – Because our team is working outside the office, we have temporarily suspended our phone lines. We ask that you send an email to email@example.com, one of our dedicated representatives will reply to your email within 4 business days.
3) Shipping Estimates – Due to a recent surge in demand for firearms, shipping times for both FFL and Non-FFL orders are affected. Non-FFL orders may take up to 3 business day to ship, while FFL orders may take up to 7 business days, due to greater processing demands.
4) RMA Requests – Given the above services, our Return Policy process may take up to 4 business days.
Once again, we'd like to thank you for your continued patience and understanding. We believe speed and service are a top priority for all our customers, and we are working around the clock to improve our response times and accessibility for everyone.
The Primary Arms Team
Monday through Friday 10:00 AM to 7:00 PM Central Standard Time.