Missing Items, Damages & Claims Policy

Missing Items:

There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please call us immediately.

Damaged Items:

Our freight carriers are selected through stringent guidelines for service and quality. If you have a concern regarding delivery, please let us know. Out of our total orders placed and shipped, we only receive 1.2% (actual percentage) in claims initiated by customers.

In the rare occasion that you receive damaged material, please:

  1. NEVER refuse a delivery. Refused deliveries incur additional costs and decrease the chances of getting resolution in a timely manner. Refused deliveries are also subject to costs outlined in the Returns & Cancellations Policy. Any damages from refused deliveries are non-refundable, and because it was refused, would not be notated on the Bill of Lading so we are not responsible for ANY costs associated with a refused delivery.

  2. NOTATE the Bill of Lading. If damages are not notated on the delivery receipt, you will be responsible for filing a freight claim with the carrier directly.

  3. DO NOT DISCARD the damaged material. By law, once reported, the damaged material is the property of the carrier and they have 120 days to decide if they wish to inspect, pick-up or discard the material. The freight carrier is responsible once the product leaves our possession.

  4. NOTIFY us immediately. You have 15 days to acknowledge a claim. Refer to our Claims Policy (below) for details.

Claims Policy

We’re committed to providing the best possible service in the industry. Although claims can be cumbersome, it is our intention to make this process as painless to you as we possibly can. If you have found damaged or defective material prior to installation, we are happy to take care of the issue. Installation is acceptance. Once reported, our Fulfillment Team will contact you through email within 10 business days to provide instruction and assist you through the entire process.

Please follow the steps below so that your claim may be processed in a timely manner:

  • Complete the Claim Form: Bamboo Importers Claim Form
  • Reference your order number on all communications.
  • Provide a brief description of the issue.
  • Minimum of (6) pictures clearly showing the issue.
  • Include contact information; email address and a working phone number.
  • Preferred resolution; either credit or replacement.

Be sure to visit the following links for additional details:

  1. Shipping & Delivery Policy
  2. Returns & Cancellations