Policies & Returns
Accepted Methods of Payment:
We accept Paypal, Visa, Mastercard and Discover and Amex
Product Pricing and Shipping Charges: Although we do our best to keep our prices as low as possible, cost of items and shipping costs vary and are subject to change without notice. Most of cost of our products include shipping costs but in some remote areas of the country larger items may be subject to a shipping/freight surcharge, in which case you will be notified of this prior to shipping of merchandise. 7% Sales Tax will be charged on orders Shipping to Florida. 8% Sales Tax will be charged on items shipping to California.
Shipping Time: The time needed to ship merchandise will vary depending on the shipment’s location and the particular time of year. Items usually ship with 5 to 7 business days unless it is shipped via Heavy Freight which can take up to 15 days delivery time. Customers should expect a 10-15 day delivery time on most items. Any longer shipping/handling times will be noted in the item description.
Shipping Methods: Merchandise will be shipped using Ground Service where possible. Some items may ship separately at no extra cost to you. In addition, some items may be shipped directly from the manufacturer to customers. Most of our products include the cost of shipping but in very remote areas of the country larger items may be subject to a shipping/freight surcharge, in which case you will be notified of this prior to shipping the merchandise.
Damaged Shipments: Damaged shipments from handling via heavy freight, Fedex or UPS must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage and file a claim. We are not responsible for any damages caused by the freight carrier. All claims and reported shipping damages will require clear photos for the carrier.
Manufacturers Defects: If a product appears to have a manufacture’s defect, notify us immediately. Do not return products to us without first contacting us to receive return instructions. If an item is to be returned to us due to manufactures defect, you must first receive a Return Authorization Number. No defective merchandise packages will be accepted without a Return Authorization Number written clearly on the package unless other arrangements are made. All Damage or Defective claims will require clear photos.
Return Merchandise Policy: Please understand that most of our Bamboo items are not mass produced and for this reason, there may be variations in size, color and style. We take pride in the quality of our merchandise and if for any reason you are not satisfied with your purchase, you have 15 days from the delivery date to request a refund. Permission for any return merchandise must be secured from our return department. A 25% restocking fee will be assessed on all returns to cover initial shipping costs. You must email the refund request to firstname.lastname@example.org (with “RETURN” and the order number in the subject field), at which time the return authorization number (RA# if applicable) with return instructions will be sent to you. Buyer is responsible for ALL shipping costs. All sales on bamboo poles, slats, fencing and custom orders are final. PLEASE NOTE: Tiki/Palapa Kits are made to order so all sales on those are final as well. Abandoned or refused shipments will also acquire a 35% restocking and handling fee which is charged to us by the carrier.
If you received a different product than initially purchased, the item must be returned with the following:
- All original contents (product, manuals, instructions, etc.).
- Original packaging if possible
- Original invoice or receipt.
1) Once a return is authorized by our return department you should:2) Return the item to the address given to you by our return department.
3) Write the Return Authorization Number (if applicable) clearly on the box or package.
4) Forward tracking number to the email address provided by the return department.
5) Keep your shipping records for proof of shipment in the event of loss of returned merchandise.
6) Returns shipped via U.S. Postal Service (U.S.P.S.) or with a value of over $100.00 should be insured. 7) We can not be held liable for return merchandise that does not reach our return department.
We may refund shipping costs ONLY if the return is a result of our error. You are responsible for ALL freight charges on shipments that are refused or returned with no fault on our part. We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your order, or other errors. The limit of our liability is the replacement cost of any item you purchase from us excluding all and any shipping costs.
Certain Exceptional Disclosures: We may disclose your information if necessary to protect our legal rights or if the information relates to actual or threatened harmful conduct. Disclosure may be required by law or if we receive legal process. But rest assured, there will be no harassing or spam emails we don’t like that either!
How do we protect information we collect? We offer secure web pages to collect certain kinds of user information and we store certain kinds of data in encrypted form. We follow reasonable technical and management practices to help protect the confidentiality, security and integrity of data stored on our system. While no computer system is completely secure, we believe the measures implemented by our Site reduce the likelihood of security problems to a level appropriate to the type of data involved.
How long do we keep user information? We generally keep user data on our server or in our archives for as long as we reasonably need it. We may alter this practice according to changing requirements. For example, we may delete some data if needed to free up storage space. We may keep other data for longer periods if the law requires it. In addition, information posted in a public forum could stay in the public domain indefinitely.
Legal Disclaimer: This Site operates AS-IS and AS-AVAILABLE, without liability of any kind. We are not responsible for events beyond our direct control. This Policy is governed by Florida law, excluding conflicts of law principles. Any legal actions against us must be commenced in Florida within one year after the claim arose, or be barred.