Frequently Asked Questions

General Questions

Q: What are your customer service hours of operation?

A: Our customer service team operates Monday-Friday from 8-4:30 EST. The best way to reach out to them is via email at All emails are generally responded to within one business day.

Q: Can I shop at your warehouse?

A: Yes, we have a showroom at our warehouse in San Diego, CA open Tuesday-Friday 8:00 AM - 4:30 PM and Saturday 9:00 AM - 5:00 PM PST. Closed Sunday-Monday. The address is 10835 Sorrento Valley Rd, San Diego, CA 92121.

Q: Can I pick up my online order from your warehouse?

A: Yes, if you are within a 300 mile radius of our San Diego warehouse, a shipping option for San Diego pickup is generated at checkout. Select this option and call into our office when you are on your way to pick up your order. Please have your order confirmation ready to show our office personnel!

Q: What is your return, refund, and exchange policy?

A: All bamboo products, custom tiki huts, and umbrella kits are considered final sale due to the nature of our natural products. All other products are able to be returned or exchanged within 30 days of receiving your product as long as they are unused and in resellable condition. The cost of shipping and a restocking fee will be deducted from your refund. All requests must be made in writing to Please visit our Returns and Exchanges page for more information.


Orders & Shipments

Q: How long will it take to process and ship my order?

A: Processing time varies depending on current order volume. During peak season (April-July), processing time may extend to 10 business days. During off season, orders may be processed within 2 business days. Our current processing time is always updated on our Where Is My Order page as well as our order confirmation emails. UPS Ground transit time can range from 2-7 days depending on your location. For large and/or freight orders, transit time depends on your location, the freight carrier, and their routes. Shipping times are never guaranteed. Orders generally ship from our San Diego warehouse.

Q: How can I track my order?

A: Forever Bamboo has partnered with Route to give you an easy order tracking experience! As your order is processed and shipped, you will receive notifications along the way to keep you updated. Once your order ships, you will receive a notification with your tracking number and one-of-a-kind Visual Tracking with real-time updates. 

Q: Can I request rush or expedited shipping on my order?

A: Forever Bamboo values all of our customers equally and we do our best to process all orders in the order in which they were placed. Because of this, we do not offer expedited or prioritized shipping on any orders. 

Q: Can I cancel or change my order?

A: If you would like to cancel or change an order placed online, you must request it in writing to If your order has not already been processed, we may be able to change or cancel it and process a full refund. If the order has already been processed, you must request a return and will be subject to any applicable fees. Please visit our Returns and Exchanges page for more information.

Q: Can you ship outside of the contiguous USA?

A: We can ship to Hawaii and Alaska, but free shipping is not applicable. Please email for more information and a quote.

Q: Why isn’t there free shipping on Bamboo Fencing and 10' Bamboo Poles?

A: Due to the size and weight of these products, free shipping is not offered. Please email for a quote or more information. We are not able to provide quotes over the phone.

Q: I already made arrangements for installation and my items haven’t arrived. What do I do now?

A: We recommend that you arrange for installation/contractors AFTER your items have arrived. We are not able to guarantee shipping times and are therefore not responsible for any arrangements made by the customer.


Damaged, Lost, or Stolen During Transit

Q: What is Route Package Protection?

A: Forever Bamboo now partners with Route to offer protection for packages that are damaged, lost, or stolen during transit. Route Package Protection is automatically added to your cart during checkout. 

Q: Can I opt out of Route Package Protection?

A: Yes, you may opt out of purchasing Route Package Protection upon checkout. Simply untoggle the Package Protection button and it will be removed from your cart. Please note that if you unselect this option, your package will not be replaced if it is lost, stolen, or damaged. This disclaimer is posted under the Package Protection option.

Q: How do I report an issue with Route?

A: After placing your order online, you will receive an email from Route with your order protection number and instructions on how to report an issue if one arises. Simply click on their Report An Issue link, and they will guide you step by step on how to report your issue. 

Q: How long do I have to report damage?

A: You have 30 days to report damage to Route. Please make sure to take photos of the damaged merchandise and the packaging as Route will require photos when reporting the issue. 


Product Questions

Q: Why does my product look different from the pictures?

A: Most of our products are either natural and/or handmade. Natural and handmade products will always have some inconsistencies that add unique characteristics and charm.

Q: Is there a way to prevent bamboo from cracking?

A: No. Cracking is a natural characteristic of bamboo that happens during changes in temperature/climate. Cracks in the bamboo should not affect the integrity of the poles. Our bamboo is considered final sale and we do not accept return or exchange requests made due to natural cracking. If it appears that your order was damaged in transit, please report an issue with Route using the Package Protection purchased during checkout. If you opted out of Route Package Protection, we are not able to replace your order due to damage during transit, as stated in our disclaimer. 

Q: How do I care for my Bamboo Poles & Bamboo Fencing?

A: We recommend sealing your bamboo with Amteco TWP Sealant to protect your bamboo’s color and to protect against mold, fungi, and mildew. We recommend applying the sealant every few years (depending on your area’s climate) to maintain its protection and rejuvenate a fading fence.

Q: How many wires are in your Bamboo Fencing?


  • 3 foot fences - 2 wires
  • 4 foot fences - 3 wires
  • 6 foot fences - 4 wires
  • 8 foot fences - 6 wires

Q: How do I install Bamboo Fencing?

A: You can view our installation instructions here. There are also videos posted within the bamboo fence listings!

Q: How many inches on center should I install my Thatch?


  • Mexican Palm Thatch - double layer, 8" - 10" on center
  • African Reed Thatch - 14 inches on center
  • Viro 3L - 8 inches on center
  • Tahitian - 20 inches on center

Q: Can I order custom sizing?

A: No, we do not do any custom sizing of materials. However, customers can cut down most of our products to the size they need. Please check the listing of the material you’re interested in for more information or reach out to our customer service team for guidance.


Discounts & Coupon Questions

Q: If I find your items on another site, can you price match?

A: No, unfortunately we cannot price match other sites’ listings. We are a small, family owned company and cannot always match the prices of big-box stores.

Q: I bought something on sale and I want to order more of the product. Can the discounted price be applied to my order?

A: It depends on the sale. Every month, we highlight a different sale item and we send email reminders before the sale ends so you can plan accordingly. If you are wanting to place another order shortly after the sale has ended, we may be able to honor the discount depending on the item and inventory levels. Please reach out to our customer service team at to inquire.

Q: Do you offer any additional discounts?

A: Yes, we also have a 10% discount for new customers! To receive the coupon, you must sign up for our email list. The coupon will be emailed to you right away. If you do not see it in your inbox, check your spam or junk folder. To apply the coupon at checkout, you must be signed into your account (you will need to create an account if you do not have one already). The coupon will not work if you are checking out as a guest. Please note, the coupon is only valid for one-time use and will only apply to merchandise. It will not discount any applicable shipping charges.

Q: I forgot to use my discount code. Can I call in to apply it?

A: Yes, we can apply your discount if your order is not yet being processed in the warehouse. Once your order is being processed, we can no longer apply the discount. But do not worry, the code will still work on a future order!

Q: Do you offer newsletters by email?

A: Yes, we send out emails 2-4 times per month! These email newsletters include our sale item(s), highlighted products, project inspiration, and customer photos. You receive a 10% welcome discount when you sign up! You can always opt out of them if you feel you are getting too many.

Do you have additional questions? Please reach out to our Customer Service Team at