Frequently Asked Questions
Q: Can I visit your warehouse?
A: Yes, we are open Monday through Friday from 7:30 AM to 4:00 PM. We offer special pricing for warehouse pickups. Tax will be included.
Orders & Shipments
Q: How many days will it take to process and ship my order?
A: During the summer season, please allow up to 2 -3 business days for processing. Orders received during the winter season usually take 1 business day to process. Orders that are processed during our busy summer season may take 4 - 7 business days to leave the warehouse, depending on the order. Small orders can usually take up to 4 days, and bigger orders can take up to 7 days based on freight schedules. If your order is shipping out with FedEx, you will be able to track it after it has been picked up and scanned into the FedEx tracking system. Until then, it will only say "Label Created" or “not found”. Shipping locations East of the Mississippi take approximately 4 to 7 business days, no guarantees and depends on shipping method. If your shipping destination is West of the Mississippi, packages should arrive between 2 to 5 business days no guarantees, depending on shipping method. All products ship from our warehouse located in San Diego, CA.
Q: I received a tracking number, but I can't track my order.
A: Tracking numbers are issued when the order is processed, but will not be activated until they have been scanned in the system. Until then, it will only say "Label Created" or “not found”. If FedEx gives you a date, it is only a projected date. We DO NOT guarantee shipping times unless you pay for Rush Shipping which guarantees shipping times. We are not responsible for late shipments due to weather or other factors that may affect delivery times.
Q: Can I receive rush shipping on my order?
A: We offer rush shipping for most of our items during the slow season. There is a $30 rush fee to expedite the order, plus the cost of shipping for the expedited service. Unfortunately, during the busy season we will not be offering rush shipping. The busy season starts in late February and lasts to about September.
Q: I already made arrangements for installation and my items haven't arrived. What do I do now?
A: We recommend that you set up installation/contractors AFTER your items have arrived. We are not responsible for any arrangements made by the customer, as we do not guarantee shipping times.
Q: Why isn't there free shipping on Bamboo Fencing and 10 foot Bamboo Poles?
A: Due to the size and weight of the Bamboo Fences and 10 foot Bamboo Poles, those products must be shipped freight. We will send you an estimate of shipping charges by email only. We do not give estimates over the phone.
Q: Why did I not receive a shipping estimate for my order?
A: If your purchase consists of a product that does not qualify for free shipping, a formal estimate will be emailed to you. Our system does not allow for immediate quotes on shipping pricing. For faster service, please call 877-912-2244 Monday - Friday (7:30 AM to 4:00 PM). We will ask you for your information and will email you an estimate at our earliest convenience. Orders placed before 12 noon during our Winter season will most likely be processed same day. Please also check your spam/junk folder. Due to the research it takes for shipping costs, we do not give out estimates over the phone.
Q: What is your return, refund, and exchange policy?
A: Returns and exchanges must be done within 15 days of receiving product. Bamboo products are FINAL SALES, but we will consider your request at our discretion. If you received the wrong product or the product is defective, we require photographic evidence. Please email photos to firstname.lastname@example.org for faster service. The more photos, the better. Please make sure to take pictures of the packaging. We now offer online return requests for customers who have an online account with us. You can request an online return by following below:
- Go to My Account and sign in.
- On the left side, click “My Returns”.
- Choose order from pull down and click “Return”.
- Fill out the information needed (add pictures, if needed) and we will get back to you with an RMA number if return is approved.
Q: Why doesn't my product look like the picture?
A: Most of our products are either natural or handmade. Natural and handmade items will always have inconsistencies that add to their own unique characteristics of the product.
Q: Is there a way to prevent bamboo from cracking?
A: Prior to shipment, we hand select and inspect all poles to ensure bamboo is free of cracks. Please note that bamboo is a natural product that may develop cracks in transit due to changes in climate. We NEVER ship cracked or damaged bamboo products. Bamboo with cracks doesn't affect the integrity of the poles, you can still use the poles for building purposes. Bamboo poles are also final sale, as they are a natural product.
Q: How do I care for my Bamboo Poles & Bamboo Fencing?
A: If you are planning on using your Bamboo Poles or Bamboo Fencing outdoors, we suggest applying a coat of Amteco TWP Sealant. For natural poles, use Cedar Tone or Light Cedar. For black poles, use Black Walnut or Dark Oak.
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 videos here
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
Amazon and Other Website Orders
Q: I ordered your items off another site, but see you offer the same items on your site at a higher cost. Can you price match?
A: No, we do not price match. The other sites pay their own shipping and can usually offer a better discount.
Discounts & Coupons
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. Please call us for more information. We will do our best to work with your purchase order.
Q: I want to order an item from your 'Specials" page, but the item is no longer listed.
A: We feature different products on sale often. Call or email us so we can determine how long ago the sale was on. Most times we can honor the sale from the previous special. If there is a product that you would like to see on our Specials page, please call or email us and let us know.
Q: Can I receive discounts if I like your Facebook page or write a review?
A: We do offer a 10% code for likes on Facebook. If you don't receive it, screenshot the like and send it to us. Please note, all coupon codes are good on select retail products. You cannot use them on sale or clearance items.
Q: Do you offer newsletters with sale information by email?
A: Yes, if you create an account with us we will send you newsletters. You can always opt out of them if you feel you are getting too many.