Store Policies
Store Policies
Customer Service
We pride ourselves on our customer service. We are always willing to assist you with any problems, issues, complaints or compliments you may have. Please contact us by email or telephone. We will respond as soon as possible.
Our customer service phone hours are from 11AM to 4PM Eastern Standard Time, Monday through Friday. We are closed on the weekends and holidays. After hours, you can reach us by email.
Email: help@unitedbamboo.com
Telephone: 212-925-3311
Please note that due to various email settings, our email message may be delivered to your spam or bulk mail folder. Should you not receive a reply from us, you may have entered your email address incorrectly or your spam filter won't let us through.
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Office Hours and Holiday Schedule
You can shop in our showroom by appointment, contact us at help@unitedbamboo.com. We are closed on the weekends and for the following holidays:
New Year's Holiday
Martin Luther King Jr. Holiday
Presidents' Day
Memorial Day
Independence Day
Labor Day
Columbus Day
Veterans Day
Thanksgiving Holiday
Christmas Holiday
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Wholesale Inquiries
You can direct any wholesale questions to sales@unitedbamboo.com. Once we receive your information, we will review it and will contact you should we require any additional information.
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Sizing
Please refer to our sizing guide for measurements or contact us at help@unitedbamboo.com if you need additional or specific sizing information.
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Product Availability
Occasionally we may take your order and consequently discover that the item is not available for shipping (i.e., it is backordered, sold out, damaged or defective). In such cases, we will notify you via email of the status and do our utmost to fulfill the order as soon as possible. You will also have the option to cancel the order.
Product availability is subject to change without notice. We do our best to correct errors when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted).
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Canceling an Order
Unfortunately orders cannot be canceled once you have completed the checkout process. Due to our commitment to processing your order quickly, once the checkout process is completed, we immediately notify our warehouse to prepare your order for shipment. We apologize for any inconvenience that this may cause you.
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Prices and Tax
All prices are subject to change without notice. We currently do not have a price-matching policy. Companies selling over the Internet are subject to the same sales tax collection requirements as any other retailer. Items purchased and shipped to addresses in New York State are subject to applicable sales tax.
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Product Descriptions and Images
We endeavor to provide accurate and complete descriptions and representations of our products. However, United Bamboo does not warrant that product descriptions, photos or other content of this site is accurate, complete, reliable, current, or error-free. This site may contain typographical errors or inaccuracies and may not be complete or current. Color variations may occur due to monitor settings or descriptions may be incomplete due to human error. We do our best to correct errors when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted) and to change or update information at any time without prior notice. Please note that such errors, inaccuracies or omissions may relate to pricing and availability, and United Bamboo reserves the right to cancel or refuse any order placed based on incorrect pricing or availability information.
If a product offered by United Bamboo is not as described, your sole remedy is to return it in its original and unused condition. We apologize for any inconvenience.
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Purchases and Methods of Payment
We accept orders through our web site (www.UnitedBamboo.com) or at our showroom. The methods of payment we accept are Visa, MasterCard and American Express. We can only sell and ship items to addresses in the continental United States.
Please note that your credit card will not be charged until all items in your order have been shipped. Backordered items are usually shipped within 2-3 weeks from the order date. Should your item take longer than that to restock, we will contact you to make sure that you still want to wait for the item. With your permission, we will then charge your card even though the order has not yet shipped. You can receive a credit to your account should you later change your mind about the backordered item.
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Exchange and Return Policy
We want you to be satisfied with your purchase. You can return your item to us in its original and unused condition, with hang tags attached, within 14 days of receiving it for an exchange, store credit or refund. Some items may not be returned or exchanged, but we note such restrictions on the product detail page.
Ship the original and unused item, along with a copy of your email receipt or packing slip, to the address below. We are not responsible for items returned to any other address.
United Bamboo
Attn: Returns & Exchanges
217 Centre Street, 6th Floor
New York, NY 10013
Send us an email at help@unitedbamboo.com or indicate in your package if you would like:
* to exchange your item, including item name, size, color and any other option
* to have your credit card reimbursed for the purchase price, less any shipping fees.
For your protection, we recommend you use FedEx, UPS, the US Postal Service or any other delivery service with delivery and tracking capabilities. The customer is responsible for all shipping and packaging costs related to exchanging or returning an item. We are not responsible for lost or misdirected returns. We cannot accept returns COD. Items received after 14 days will not be accepted for exchange, store credit or return, and will be shipped back to the customer at their cost.
For exchanges, please do not place a new order through our web site. If you place a new order, your returned item will be treated as a return and may be subject to a restocking fee. If you note which item you would like in exchange, you will receive complimentary shipping for the exchange and will not be charged a restocking fee.
To qualify for a refund, all items must be returned in its original condition, including the hang tags, hangers, packaging, containers, documentation, warranty cards, manuals, and/or accessories. Please do not mark or deface original manufacturer packaging in any manner. We will not accept returns if the item and its packaging is not in its original condition and will return such items to you at your cost. If you reject that return shipment, United Bamboo reserves the right to liquidate the inventory and withhold credit.
We work hard to process returns as quickly as possible. Please allow 10 to 14 days after we receive the item before receiving your exchange, store credit or refund.
At United Bamboo, we strive to provide great customer service. We wish we could accept all exchanges and returns without any questions or limitations, but that is just not possible. Thank you for honoring these exchange and return policies, so that we can continue to provide you a great selection of quality products.
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Holiday Exchange and Return Policy
Items purchased from November 15 through December 23 can be returned 14 days from the date of receiving the item, or by January 10, whichever date occurs later. All other conditions of our standard exchange and return policy will apply.
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Delivery and Charges
We charge a flat shipping rate of $12 for standard or ground delivery of your order. Please note that with standard or ground shipping, your items may take 5 - 15 business days for delivery. Our flat rate shipping offer may be used in conjunction with a promotional certificate. The flat rate shipping offer excludes certain oversized items and those items will include a statement on their product detail page that state they are not eligible for flat rate shipping.
We reserve the right to change or discontinue our flat rate shipping policy at any time.
Express orders (2nd Day or Overnight delivery) must be shipped to the billing address, credit card authorization and address verification must be received prior to processing, and signature will be required at delivery. Orders placed after 11AM Eastern Standard Time will be shipped out the next business day.
At this time, we can only sell and ship items to delivery addresses in the 48 continental United States, not including Alaska and Hawaii. Shipping may be subject to other geographic restrictions that apply to particular products.
United Bamboo primarily uses FedEx, UPS and US Postal Service for delivery of your items. Signature will be required for orders over $50; please provide an address with someone available to recieve your package. Once an item is shipped, you will receive an email confirmation and you can then track your order. Packages shipped via US Postal Service display a delivery confirmation only. Detailed tracking information is not available.
If you have been waiting over fifteen business days (three weeks) for your order, and have still not received it, please contact us at help@unitedbamboo.com for assistance.
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Non-Deliverable, Refused or Unclaimed Orders
If an order is returned, refused or unclaimed by the customer due to customer refusal, negligence, absence, or customer providing incorrect shipping information (invalid, unknown or insufficient address), we will attempt to contact you via telephone and/or email to resolve the order. If no response is received, the customer will be charged the appropriate shipping charges and a 20% restocking fee.
Please make sure that the shipping information on your order is correct and that someone will be available to receive and sign for your package. All orders that require re-shipping at the request of the customer, whether for returned, refused, unclaimed, or undeliverable packages, will require an additional re-shipping charge.
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latest update: 1/15/13
