ORDERING
At Island Thatch, Inc. 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 at sales@islandthatch.com.
All orders received by 12:00 p.m. PST are SHIPPED 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.
Below, is the transit time map: This map displays estimated transit times for orders from our San Diego warehouse.
Tracking information: Once the order has been processed and left our warehouse we will email you the tracking number and link to follow your package.
ORDERING METHODS
Phone: By calling Toll Free 1-866-921-7056 our professional staff is ready to assist you in your project needs, from construction design to material calculations.
Online: The easiest way to place your order: Click on “Buy One Now” or “Add One to Basket”
RETURN AND EXCHANGE POLICY
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.
* If you accept the shipment by the freight company and sign off the bill of lading this is consider free of damage. Please inspect the items prior to signing the paper work. No claim can be filed with the shipping company or Island Thatch after the paperwork has been signed off by the customer.
Damage: In the event damage is apparent at delivery, it is imperative you contact customer service at 1-866-921-7056 or Contact Us immediately. We are experts at resolving damage situations provided we are notified on a timely basis. Proper notation of damage (“bag torn,” box crushed”, etc. will suffice) on the delivery receipt will ensure our ability to fully refund or replace your purchase. Carrier regulations require notification within 15 days of receipt of the merchandise.
Color variations are a natural occurrence in bamboo, and not a product defect and are subject to cracking and splitting which is common with all wood products. Island Thatch, Inc. cannot guarantee consistency with any bamboo products; however, we try our best to provide you with the best quality bamboo on the market.
Returns: Bamboo Poles and bamboo products are not returnable or exchangeable and considered final sales. We cannot assume responsibility for ordering errors or contractor miscalculations. Freight charges are non refundable.
Return Policy for Free Shipping: In the event you are not satisfied with any items that we provide free shipping, we will gladly refund or exchange the items. All returns shall have freight and related costs prepaid by the customer from point of origin. Product must be in new and sellable condition. Additionally, a 20% restocking fee will be added to returned merchandise. If Island Thatch, Inc. is responsible for the error, we will refund the shipping and the merchandise at no cost to the customer.
All returns require an authorization number please send E-mail at service@islandthatch.com .
Or call Customer Service Line at 1866-921-7056 for RMA number (Return Material Authorization). The following information should be provided: customer name, invoice number, and the reason for the return. No products will be accepted without authorization 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 Island Thatch, Inc.
The Customer’s payment will be refunded in form of received payment, upon receipt of the goods and inspection as to their suitability of original condition.
A Note on Shipping
Some items in this store are given FREE SHIPPING based on the amount of your order of that particular item or based on the quanity purchased of the same product. Questions? Please let us know. Toll Free 1-866-921-7056
