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Cali Bamboo Shipping & Store Policy


At Cali Bamboo, giving our customers an exceptional purchasing experience is a top priority. This shipping and store policy information is provided to help answer some common questions about your Cali Bamboo order. Please feel free to call or email us if you have additional questions or would like would like further assistance.

Jeff, Tanner and the Cali Bamboo Team
 

Quick Links

Order Process
Arrival times
Urgent & time sensitive orders
 Processing your order for shipment

 Tracking orders & receiving shipment
Stress free project planning
Shipment quality assurance
 On delivery day

 Changed, cancelled and returned orders

Return Ploicy

 

Cali Bamboo Order Process

Confirm Order

After your sales order has processed you will receive a sales fulfillment email. This document will include: your

sales order number, order summary, tracking number, tracking links, and delivery instructions.

 

To speak with someone about your order, dial 888-788-2254 and press 2 or email us at CustomerService@CaliBamboo.com.

 

Fulfillment

  • Orders that are received before 11:00am PST will ship “Next Day,” unless otherwise noted
  • Orders that are received after 11:00am PST will be processed the “Next Day” and shipped the following business day
  • Order cancellations must be initiated over the phone with your salesperson
  • Orders cancelled after being shipped will be treated as a "return" and will be assessed a 25% non-negotiable restocking fee plus any associated freight charges
  • Arrival times

  • The average delivery time for an order is 7-10 business days after payment clears
  • Once an order leaves our facility, shipping times vary depending on your location
  • Shipments are standard curbside deliveries unless special request and arrangements are setup with your salesperson
  • To confirm your scheduled delivery date and time, Cali Bamboo suggests that you contact the freight carrier
  • To learn the status of your shipment, please refer to your shipping confirmation email. This document will provide the shipping carrier, tracking number and online tracking link for your shipment. Please allow 24-48 hours for your online tracking link to be active
  • Allow 15 days transit time for orders leaving the continental U.S. such as Canada, Hawaii, or the Caribbean
  • For additional help or information with tracking your shipment, please call 888-788-2254 x 2
  • Urgent & time sensitive orders

    If your order is urgent or must arrive within a specific time window, Cali Bamboo can accommodate you. Please

    place these orders over the phone and inform the salesperson of your requirements. Shipping options will be

    presented to you.

    Processing your order for shipment

    Cali Bamboo orders are packaged and prepared carefully. All shipments are inspected to ensure proper quantities and styles are correct.
    Depending on the type of product ordered, packaging and freight service may vary.

    Cali Bamboo Product Package Type

    Freight Service

    Flooring Cartons on Pallet Freight Truck
    Decking Pallet Freight Truck
    Plywood Pallet Freight Truck
    Paneling Carton Freight Truck or UPS
    Fencing Bundle or Carton Freight Truck or UPS
    Poles Bundle or Carton Freight Truck or UPS
    Slats Bundle or Carton Freight Truck or UPS
    Thatch Bundle or Carton Freight Truck or UPS
    Tracking your order and receiving your shipment

    Once your order has left our facility, you will receive an email with all the appropriate package and tracking information. The delivery company contact information is provided in the tracking number email. All communication related to the delivery status and its scheduling is facilitated with the transportation company.

    PLEASE NOTE: Your tracking number will not register as active for up to two business days after you receive your order tracking email from Cali Bamboo’s shipping department. Although it is not necessary to track the order, we recommend that you contact the delivery company in order to verify your product’s delivery date. The typical window for delivery during the day is an A.M. or P.M. delivery. On delivery day the delivery company will make a curbside delivery.
    Stress free project planning

    The best practice when scheduling contractors or planning installation days is to wait until the product arrives on location and then schedule or plan its installation day(s). Scheduling contractors or planning installation dates prior to receiving the product is not a suggested practice.
    Cali Bamboo can not be held responsible for missed installation appointments or inconveniences due to earlier than expected or later than expected arrival dates.
    Shipment quality assurance

    On the rare occasion that a product is damaged in transit, here are the simple steps to follow in the event of freight damage. Because the product will arrive in individual cartons, any damage typically only affects one or two individual cartons.
    On delivery day

    Before signing the delivery receipt accepting your order, please follow these guidelines:

    1. Count and verify the number of cartons.

    2. Inspect the cartons carefully for any kind of rips, tears, punctures, dents, crushed corners, wetness or any other signs of possible damage.

    3. If you see that the package is damaged open it immediately and inspect the condition of the product.

    4. NOTE ALL SHORTAGE AND DAMAGE ON DELIVERY RECEIPT. Please be specific about the quantity of damaged or short product and its current condition.

    5. If you are unable to open the cartons, but see that the cartons are not in perfect condition, then note all visible details on the delivery receipt.

    6. If your merchandise is damaged, you must KEEP THE OUTER CARTON(S) FOR INSPECTION AND/OR CARRIER PICK-UP. We assist with replacements only with exchange on damaged items.

    7. If the product is in very poor condition, you have the option of refusing it, but also make a note on delivery receipt.

    Please immediately call us at 858-200-9540 or e-mail at help@calibamboo.com if product damage or shortages have occurred.
    We appreciate your cooperation with these guidelines; they can help make receiving freight a much easier experience.

    Changed, cancelled and returned orders

    Orders can be changed on the day of sale, prior to 3:00 pm pacific time. After this time, there is no guarantee that an order can be changed or cancelled from shipping out of our warehouses. Orders that are cancelled that have not been shipped are assessed a non negotiable 10% cancellation fee.
    Orders can also be cancelled after they have shipped. In this event, the order is subject to a non negotiable 25% cancellation fee as well as the cost to stop and return the shipment charged by the shipping company.
    We are happy to accept returns on entire orders and partial orders with a 5 carton/package minimum for all products. Returns are valid for non promotional items (this means items that are running line and not discontinued). The return must be in unopened, perfect cartons and packaging within 14 days of the delivery date. A non negotiable 25% re-stocking fee is assessed for returns. In the event the product needs to ship back to us, the cost of shipping is the responsibility of the customer. All freight charges are 100% non-refundable. Refunds are issued after the product has been received by the warehouse in good re-saleable condition. Please package returns carefully so they arrive in safe condition.

    Return Policy

    Setting up your return with Cali Bamboo is simple. Cali Bamboo offers returns for most items within 30 days of

    receipt of shipment.

     

    Please review the following criteria prior to contacting Customer Service at 888-788-2254 x 2 for your Return

    Authorization number (RA).

     

    Fulfillment

  • All return merchandise must be in resalable condition and product must not have been installed
  • There is a 5 carton and/or piece minimum for all products
  • All products must be free from scratches and/or defects
  • You must have the original packaging for all products, and there cannot be any writing on the original packaging
  • A 25% non-negotiable re-stocking fee is assessed for all returns
  • Cali Bamboo does not accept returns for all sundries which include: Flooring adhesives and moisture control products, TWP, and Weatherguard
  • Special order, clearance and discontinued items are not eligible for return
  • The cost of shipping is the responsibility of the customer. All shipping charges are 100% non-
    refundable
  • Customer must return packages using a traceable source (like FedEx or UPS, but not USPS), tracking number must be provided upon shipment
  • All items must be returned with their assigned RA number included on the return shipping label. Items returned without an RA number will delay credit
  • Refunds are issued after the product has been received by the warehouse in good resalable condition. Please package returns carefully so they arrive in safe condition
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