In the event you are not satisfied with the purchase of an item, we will gladly refund or exchange that item (excluding bamboo products). To initiate a return, refund, or exchange, you must email info@safarithatch.com for an RMA authorization number (Return Merchandise Authorization). No returned products will be accepted without prior authorization and RMA number. All requests must be in writing, but you may call our customer service line for assistance at (954)564-0059.
*If Safari Thatch Inc is responsible for an error resulting in the need to return an item, none of the return fees above are applicable.
Returns on Bamboo poles and Bamboo products: Bamboo poles and bamboo products are not returnable or exchangeable and are considered final sale. Since bamboo poles and fences are natural products, it is normal to have some cracks in the poles. Safari Thatch Inc is not able to process a return or exchange for cracked poles or fences. Note that since bamboo is a natural product, we cannot guarantee consistency with any of our bamboo products.
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.
ALL REQUESTS FOR RETURNS AND EXCHANGES, EXCLUDING BAMBOO PRODUCTS, MUST BE DONE WITHIN 15 DAYS FROM DATE OF RECEIPT OF ORDER. 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.
A: Our customer service team operates Monday-Friday from 8-4:30 EST. The best way to reach out to them is via email at info@safarithatch.com. All emails are generally responded to within one business day
A: Yes, we have a showroom at our warehouse in Miramar, FL by appointment only. The address is 11850 Miramar Pkwy, Miramar, FL 33025.
A: Yes, if you are within a 300 mile radius of our Miramar warehouse, a shipping option for Miramar pickup is generated at checkout. Select this option and call into our office when you are on your way to pick up your order. Please have your order confirmation ready to show our office personnel!
A: All bamboo products, custom tiki huts, and umbrella kits are considered final sale due to the nature of our natural products. All other products can be returned or exchanged within 15 days of receiving your product as long as they are unused and in resellable condition. The cost of shipping and a restocking fee will be deducted from your refund. All requests must be made in writing to info@safarithatch.com. Please see our Returns and Exchanges section for more information.
A: During peak season (March-July), orders typically leave our warehouse within 10-15 business days. During the off-season (August-February), please allow 3-5 business days for orders to leave the warehouse. UPS Ground transit time can range from 2-7 days depending on your location. For large and/or freight orders, transit time depends on your location, the freight carrier, and their routes. Shipping times are not guaranteed. Orders generally ship from our Miramar warehouse.
A: When you place your order, you will receive an email confirmation. You will also receive another email once your order has shipped, which contains your tracking number. You will then be able to track the shipment using the tracking number provided.
A: No, we do not offer expedited shipping. All orders are processed in the order that they are received into our system.
A: If you would like to cancel or change an order placed online, you must request it in writing to info@safarithatch.com. If your order has not already been processed, we may be able to change or cancel it and process a full refund. If the order has already been processed, you must request a return and will be subject to any applicable fees. Please visit our Returns and Exchanges page for more information.
A: We can ship to Hawaii and Alaska, but free shipping is not applicable. We can also ship to Canada and Mexico, but free shipping is not applicable and the customer must pay for all import fees and taxes. Please email info@safarithatch.com for more information and a quote.
A: We recommend that you arrange for installation/contractors AFTER your items have arrived. We are not able to guarantee shipping times and are therefore not responsible for any arrangements made by the customer.
A: Most of our products are either natural and/or handmade. Natural and handmade products will always have some inconsistencies that add unique characteristics and charm.
A: No. Cracking is a natural characteristic of bamboo that happens during changes in temperature/climate. Cracks in the bamboo should not affect the integrity of the poles; if you have any concerns, please reach out to us at info@safarithatch.com and include photos. Our bamboo is considered final sale and we do not accept returns or exchange requests made due to natural cracking. If it appears that your order was damaged in transit, please see our Returns and Exchanges section for more information on how to proceed.
A: We recommend sealing your bamboo with Marine Premium Wood Sealer to protect your bamboo’s color and to protect against mold, fungi, and mildew. We recommend applying the sealant every few years (depending on your area’s climate) to maintain its protection and rejuvenate a fading fence.
A:
A: No, unfortunately we cannot price match other sites’ listings. We are a small, family-owned company and cannot always match the prices of big-box stores.
A: Discounted price will depend on the sale. If you are wanting to place another order shortly after the sale has ended, we may be able to honor the discount depending on the item and inventory levels. Please reach out to our customer service team at info@safarithatch.com. to inquire.
