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 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 up to 7 - 10 business days to leave the warehouse, depending on the order. Shipping locations East of the Mississippi take approximately 5 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: 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.
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). If you are calling during the busy season, 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.
Q: Can I receive rush shipping on my order?
A: We are now offering rush shipping. We charge a rush processing fee of $15.00 in addition to the price of the shipping. Orders for rush shipping can be placed Monday - Friday before 1 pm, PST. Please call for us for more information or an estimate of shipping charges.
Q: I received a tracking number, but I can't track my order.
A: Tracking numbers will be issued when the order is processed, but will not be activated until they have been scanned in the system.
Q: What is your return, refund, and exchange policy?
A: Returns and exchanges must be done within 30 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.
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 Cabot's Autralian Timber Oil. For natural and black poles, use Honey Teak. For mahogany poles, use Jarrah Brown.
Q: How many wires are in your Bamboo Fencing?
- 3 foot fences - 2 wires
- 4 foot fences - 3 wires
- 6 foot fences - 5 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
- African Reed Thatch - 14 inches on center
- Baja 3L - 8 inches on center
- Tahitian - 20 inches on center
Q: I ordered a reed fence on Amazon but saw that you offer a buy 3 get one free offer on your site. Can the offer be applied to my order?
A: No, we cannot apply the offer since it was purchased through Amazon. This offer can only be applied when purchased from our website. Same day purchasing applies.
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 weekly special page, but the item is no longer listed.
A: We feature different products on sale every Wednesday at 9:00 AM PST. We will honor the sale from the previous week's special. If there is a product that you would like to see on our weekly specials page. Please call or email us for more information.
Q: Can I receive discounts if I like your Facebook page or write a review?
A: Please note, all coupon codes are good on select retail products. You cannot use them on sale or clearance items.
- Like our page on Facebook = 10% coupon
- 1 review on Facebook, Yelp, or Google+ = $10.00 off $50.00 or more.
- 2 reviews = $20.00 off $100.00 or more.
- 3 reviews = $30.00 off $150.00 or more.
Q: Do you offer newsletters with sale information by email?
A: Yes, if you create an account with us we will send no more than 3 emails per month.