Frequently Asked 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 firstname.lastname@example.org. 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 Monday-Friday 8:00 AM - 4:30 PM and Saturday-Sunday 10:00 AM - 5:00 PM PST. 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 15 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 email@example.com. 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: During peak season (March-July), orders typically leave our warehouse within 10-15 business days. During the off-season (August-February), please allow 3-5 business days for orders to leave the warehouse. 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 not guaranteed. Orders generally ship from our San Diego warehouse.
Q: How can I track my order?
A: When you place your order, you will receive an email confirmation. You will also receive another email once your order has shipped, which contains your tracking number. You will then be able to track the shipment using the tracking number provided.
Q: Can I request rush or expedited shipping on my order?
A: No, we do not offer expedited shipping. All orders are processed in the order that they are received into our system.
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 firstname.lastname@example.org. 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. We can also ship to Canada and Mexico, but free shipping is not applicable and the customer must pay for all import fees and taxes. Please email email@example.com 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 firstname.lastname@example.org. 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.
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; if you have any concerns, please reach out to us at email@example.com and include photos. Our bamboo is considered final sale and we do not accept returns or exchange requests made due to natural cracking. If it appears that your order was damaged in transit, please visit our Returns and Exchanges page for more information on how to proceed.
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. Our sealant has an additional component for UV protection. 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 firstname.lastname@example.org. 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: 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 email@example.com.