General QuestionsQ: Can I shop at your warehouse?
A: Yes, we have a showroom at our warehouse in San Bernardino, CA open Monday-Friday 10:00 AM - 5:00 PST. Closed Saturday-Sunday. The address is 280 S Arrowhead Ave. San Benardino, Ca 92408
Q: Can I pick up my online order from your warehouse?
A: Yes, Please have your order confirmation ready to show our office personnel!
Q: What is your return, refund, and exchange policy?
A: All 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 7 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 & ShipmentsQ: How long will it take to process and ship my order?
A: We process order in 1-2 business days. April- September 2-4 business days. Expect delays around holidays.
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 from UPS, 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: Sorry we don't
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: 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: Do you offer any additional discounts?
A: Yes sometimes we offer discounts around all major holidays, please call.
Do you have additional questions? Please reach out to our Customer Service Team at firstname.lastname@example.org. You can call 866-944-8454 or Text 951-662-3472