Frequently Asked Questions

    Shopping

  • How can I check the status of an online order?
    • You can track the status of your order 24 hours after it is placed. Please use our online order tracking tool.
    • You can also call our Customer Service department at 1.877.433.1448 between 8:00 a.m. and 5:00 p.m (PST), 5 days a week, or send an email to customerservice@sunsetbamboo.com .
  • How do I change my order?
      You may change your order at any time before you click the final PLACE ORDER button. Once you have submitted your order it can't be changed. If you need to change your order, simply call our Customer Service department at 1.877.433.1448 between 8:00 a.m. and 5:00 p.m (PST), 5 days a week, or send an email to customerservice@sunsetbamboo.com.
  • How do I cancel my order?
      Our goal is to provide you with exceptional service. To provide timely delivery we begin processing orders immediately after an order has been placed. During the checkout process you may make changes to your order. However, once your order has been submitted it cannot be altered once your order been submitted. If you need to cancel your order, simply call our Customer Service department at 1.877.433.1448 between 8:00 a.m. and 5:00 p.m (PST), 5 days a week, or send an email to customerservice@sunsetbamboo.com.
  • How do you manage backorders?
      Due to the popularity of our products, some items may be placed on backorder. In such cases, you will be notified by email or USPS mail that the item you selected is currently on backorder. You will also receive an estimate for when we expect it to become available. If the backordered item is part of an order that includes other items, you will not be charged for the item on backorder until it is sent to you and you will not be charged for any additional shipping.
  • Returns

  • What is your return policy?
      In the event you are not satisfied with the purchase of an item with free shipping, we will gladly refund or exchange that item. All product returns must have their return freight costs and any other related costs prepaid by the customer based on the shipping point of origin.
  • How do I return an order?
      RMA (return authorization form) be obtained within 14 days of receipt, please call Customer Service at 1.877.433.1448 to receive an RMA or contact customerservice@sunsetbamboo.com to receive your RMA number. Unless the product is defective or damaged due to shipping a 25% restocking fee will be applied to all unopened products. If the product packaging has been opened or the product shows clear signs of use a minimum of 40% fee for products that were opened, depending on the condition and the item can be returned for store credit only.
  • What if the product arrives damaged?
      Please note on the bill of lading or immediately call the transportation factory and note the damage, then call Customer Service at 1.877.433.1448 to receive an RMA or contact customerservice@sunsetbamboo.com
  • When can I expect my refund?
      After your merchandise has been received in our warehouse, we will issue you a refund to your credit card account within 7-10 business days. The refund may not show up on your credit card billing statement for up to 2 billing cycles.
  • Shipping & Processing

  • How long do deliveries take??
      All orders received by 12:00 p.m. PST are PROCESSED SAME DAY.

      Please note: We do not ship on Saturday or Sunday. Any order placed on Saturday, Sunday or national holiday will be shipped on the next business day. Please read our Shipping Information page for a detailed schedule and Holiday shipping schedule.
  • Can I ship items to multiple addresses??
      Yes, you can. Any time you have more than one shippable item in your cart, you will have the ability to ship the items to multiple addresses during Checkout.
  • Shipping to APO/FPO addresses?
      We are able to ship to APO/FPO addresses with few restrictions:

      We do not offer Express or Overnight shipping to APO/FPO addresses. APO/FPO orders are shipped via Parcel Post and arrive within 2-4 weeks. Additionally, some items are shipped may not be eligible for APO/FPO delivery. Generally, the items that would not be eligible for APO/FPO delivery are very large items such as 10 foot bamboo poles and bamboo fencing.
  • Which delivers will be charged sales tax?
      Any merchandise ordered from California and shipped to California will be charged sales tax. Orders shipped to California locations are F.O.B. destination point, which means title passes in California. For further assistance please call our customer service department at 1.877.433.1448 or send an email to customerservice@sunsetbamboo.com

    Delivery

  • How do you deliver 10 foot long bamboo poles?
      We normally ship 10 foot bamboo poles via our common carrier or an alternate delivery service, allowing us to reliably track your purchase en route. Additionally, some bamboo fencing will be delivered via common carrier.
  • Do you charge a handling fee on common carrier?
      No, we believe in saving you as much money on freight as possible. There are no additional fees charged on shipping large items. What we are billed is what we charge.
  • How do I track my deliveries?
      You can track the status of your order 24 hours a day after it has been processed. To check your order status, go to track my order and enter the information requested.
  • Business And Trade Sales

  • Do offer contractor discount?
      Sunset Bamboo welcomes all licensed contractors, designers and architects interested in quality products at very low prices.

      Please call 1.877.433.1448 or email wholesale@sunsetbamboo.com for more information. You can fax your order to 1.619.704.1264.
  • How do I place a wholesale order?
  • Do you offer drop shipping programs?
      By becoming our member, you will receive access to our wholesale price list. While being able to view all our products, you will also be able to download the pictures and descriptions which you can use for online auctions, such as, Amazon, eBay or on your online store. There is no obligation to buy if you do not sell. Your customers will never know the source of your products, as we will ship the items from your company name

    Security

  • Is it safe to use my credit card?
      Yes, all order transactions are completed using a We use sophisticated encryption and authentication tools to protect the security of your credit card information, and we'll do our best to protect its security on our systems.

      Every page in the sunsetbamboo.com ordering process that requests credit card information uses 128-bit secure socket layer (SSL) encryption, which is designed to render information unreadable if anyone tries to intercept it.

  • What methods of payment do you accept?
    • Visa™, Master Card™, American Express™ and Discover™ credit cards containing a billing address in the United States
    • PayPal™
    • Sunset Bamboo Gift Cards
    • Checks or Money Orders based on United States funds
  • How do I use PayPal to pay for my orders?
      You can use PayPal™ to quickly and securely pay for your orders at sunsetbamboo.com. While you're checking out, select PayPal as your payment method. You can also click the Check Out with PayPal button in your shopping cart.