Sunset Bamboo™ Store Policies
At Sunset Bamboo™ we want your online experience to be enjoyable, simple and successful!
Please review our policies and procedures and let us know if you have any questions or concerns by contacting us click here..
All orders received by 12:00 p.m. PST Monday - Friday are processed the 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.
Transit time map below: This map displays estimated transit times for orders shipped from our San Diego warehouse.
Tracking information: Once your order has been processed and shipped out, a tracking number will be automatically emailed to you along with the website link to check on the progess of your shipment.
Phone: Call TOLL FREE 877.433.1448 and our professional staff will be ready to assist you in your project needs, from construction design to material calculations.
Online: This is the easiest and fastest way to place your order! Just click on “Buy One Now” or “Add One to Basket”
Customer satisfaction is our top priority and we want you to be completely satisfied with your purchase. We have set specific guidelines to ensure a quick and hassle-free return and exchange process. We have a fully staffed team of experts who can walk you step by step through this process.
PLEASE INSPECT YOUR ORDER IMMEDIATELY UPON ARRIVAL. DO NOT DISPOSE OF THE BOX OR ANY PACKAGING MATERIALS UNTIL YOU HAVE INSPECTED YOUR ORDER AND ARE SATISFIED WITH THE PRODUCT YOU HAVE RECEIVED.
* If you accept the shipment by the freight company and sign off on the bill of lading, the shipment is considered totally free of damage. Please inspect the items prior to signing the paper work or bill of lading to ensure that the shipment did arrive in acceptable condition with no damage. Damage claims cannot be submitted to the shipping company or Sunset Bamboo™ after the customer signs off on the paperwork or bill of lading for that shipment.
Damage: In the event damage is apparent at delivery, it is imperative that you immediately contact our customer service department at (877) 433-1448. Our Sunset Bamboo™ customer support personnel are experts at handling and resolving damaged shipments, but we urge you to notify us in a timely manner. Proper notation of damage (“bag torn,” box crushed”, etc. will suffice) on the delivery receipt will help to ensure our ability to fully refund or replace your purchase. Carrier regulations require notification of a damaged shipment within 15 days after receiving the shipment.
Color variations occasionally occur in bamboo, however, this is a natural characteristic and not a product defect. Bamboo is subject to cracking and splitting just like any other wood product. SunsetBamboo.com cannot guarantee consistency with any of our bamboo products, but we try our best to offer the highest quality bamboo currently available on the market.
Returns: Bamboo poles and bamboo products are not returnable or exchangeable and are considered final sales. We cannot assume responsibility for customer ordering errors or contractor miscalculations. Freight charges are non refundable. Palapa kits are made to order and are non-returnable.
Return Policy for Free Shipping: In the event you are not satisfied with the purchase of an item that offered 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. Products must be in new and resalable condition in order to approve the return. Additionally, a 25% restocking fee will be added to returned merchandise. If Sunset Bamboo™ is responsible for an error resulting in the need to return an item, we will refund the cost of return shipping as well as the original payment for the item. While Palapa kits have freight bundled in the pricing they are not returnable under this policy.
All returns require an RMA authorization number (Return Merchandise Authorization). Please email us at firstname.lastname@example.org .
or call our Customer Service Line at 877.433.1448for an RMA number. The following information should be provided: customer name, invoice number, and the reason for the return. No products will be accepted without prior authorization and the RMA number. Please be advised that an RMA number does not guarantee final disposition. All returns are subject to inspection. The decision to replace or refund remains the sole discretion of Sunset Bamboo™.
The Customer’s payment will be refunded in the original form of received payment, upon receipt of the goods and inspection as to their suitability of original condition. Free Shipping applies only to the 48 contiguous states. Additional charges will apply for delivery to Alaska and Hawaii.
International Shipping:Island thatch will on occasion, at it's sole discretion, arrange for freight to countries and territories outside of the fifty states. Consignee is responsible for arranging customs clearance of the freight and all resulting charges, taxes, fees, and duties incurred. Island Thatch, may at its discretion and on a case by case basis act on behalf of the consignee to make brokerage arrangements but will not under any circumstances be held liable for any related brokerage fees, duty, taxes, storage or other charges related to the importation of our products to foreign territory.