Shipping, Returns & Warranties

THIS TRANSACTION WILL APPEAR ON YOUR CREDIT CARD STATEMENT AS “Bonnee Bamboo”.

General Shipping

At Bonnee Bamboo, all orders over $99.00 ship free within the contiguous USA. Shipping is only free for items customers keep; any refunds, regardless of reason, will have our actual shipping charges deducted from the amount of the refund.

Generally, orders placed with us will leave the manufacturers' warehouses within 2-3 days, except for a few manufacturers (such as, Greenington and Sunreed Instruments) as noted on their product pages. During peak seasons, however, shipping times could be longer.  During peak buying seasons (the weeks leading up to Christmas), orders may take up to twice as long to ship.

Occasionally, due to unforeseen circumstances, an order may take longer to ship. If an order looks like it is going to take an excessively long time to ship or if an item suddenly goes out of stock, we will be sure to contact you. Although your item may ship out immediately, it may take longer than that to receive your tracking number. Tracking numbers will be sent to you via email as soon as that information becomes available to us.

Generally, orders ship via UPS or FedEx with much smaller items being shipped by USPS.  Because we mostly use UPS we cannot ship to P.O. boxes. We reserve the right to use any carrier, however. Orders typically take 2-5 business days from date of shipping to arrive, depending on the carrier, the shipping destination and the location of the warehouse. During peak holiday seasons, such as Christmas, they can take a few days longer. Therefore, we cannot guarantee any specific delivery date or timeframe for receipt of an order.

Shipments to Alaska, Hawaii, Canada, and US Territories

For BedVoyage, Home Source International, and Sunreed Instruments products we are happy to ship to Alaska, Hawaii, some US Territories and Canada; unfortunately, additional charges apply. Please contact us so that we may give you an exact shipping price based upon the shipping address. All Bed Voyage shipments to one of these areas will also ship within 2-4 business days. Shipments from Sunreed Instruments takes about two weeks because all products are handmade. 

International Shipping

Unfortunately, we do not ship to these areas at this time.

Damages & Exchanges

Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But, if your item is damaged or defective in some way, we'll make sure you're taken care of. 

If your item has a defect, please Contact Us as instructed in the paperwork that came with the product.  If your product was damaged during shipping, Contact Us and we'll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you.

Returns

Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:

1. You decided to cancel your order

If the order hasn't been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 5 below. We do not mark an order as "shipped" until we have received a tracking number. Even though you may not have received a tracking number yet, it does not mean the order hasn't already shipped. Therefore, it is imperative that you let us know that you want to cancel an order immediately.

2. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed

If the item isn't working correctly, and it does not appear to have been damaged during shipping, Contact Us for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)

3. You received an item that appears to have been damaged during shipping

If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waives your right to get your product replaced or repaired. Before contacting us, please test the item's functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please Contact Us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.

4. You've received the product but you've decided you want to return it

If you receive an item and decide to return it, you can do so if and only if ALL THREE of the following requirements are met:

a) The item must be unopened, unused, and still in the original packaging.

b) You must Contact Us to notify us that you'd like to return the item within 25 calendar days of receiving the item.  Returns are accepted within 30 days of the customer’s receipt of the product. 

c) You MUST Contact Us to get an RMA Number and return instructions PRIOR to returning the item.

If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. Additional charges may also apply for return shipping to you. If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone or via Email):

a) You can receive the full amount you originally paid for the returned item (less our actual cost for shipping and handling) as a store credit, OR

b) You can get a cash refund for the amount you originally paid LESS a 20% restocking fee and our actual cost for shipping and handling. PLEASE NOTE: The 20% restocking fee is calculated from the normal sale price and not from any additional discount coupons that may have been used.

In either case, you are responsible for return shipping charges to return the product. Depending on the amount of time it takes for a manufacturer to credit our account after receiving a returned item, cash refunds may take up to two weeks after receipt of merchandise by the manufacturer. We will not issue a refund to a customer until the manufacturer has credited our account for the returned item(s).

5. You refuse the delivery of your order, and it comes back to us

If you refuse an item and it comes back to us, you will be issued a refund LESS a 20% restocking fee and our actual cost for shipping and handling. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.

WARRANTIES & GUARANTEES

All products at Bonnee Bamboo are covered by manufacturer warranties and there are no warranties or guarantees, explicit or implied, made by this website for any product listed on it. Each manufacturer has their own specific conditions for their warranties and/or guarantees, as follows:

• Anji Mountain – Provides a thirty-day limited warranty on all rugs to be free from any material defects in workmanship at the time of sale to original purchaser under normal usage. This warranty applies solely to the original purchaser. Anji Mountain has the exclusive authority in its sole discretion to determine whether a rug is defective or whether the warranty has been voided. If a rug is determined to be defective we will, at our option, (1) replace the rug at no charge (except as otherwise stated herein) or (2) issue a credit for the original purchase price of the rug (shipping and handling not included).

  This warranty is void under certain conditions, including but not limited to: use of inappropriate objects on the rug. Damage to the rug as a result of abuse, misuse, misapplication, neglect, accident, disaster, alteration or modification will also void this warranty.

  Normal wear and tear is not covered under the warranty. To file a defective claim please email info@bonneebamboo.com. Rugs submitted under a defective claim must be returned to our distribution center at the expense of the customer for inspection.

  NOTE: The above warranty is the only warranty provided by Anji Mountain. Anji Mountain makes no other warranty of any kind, express or implied, including, but not limited to, any implied warranty of merchantability or fitness for a particular purpose.

  In no event will Anji Mountain be liable to the customer for damages for lost profits, loss of goodwill or other indirect, special, incidental, exemplary, punitive or consequential damages arising out of the use of, or inability to use, such rug purchased.

• Bean Products – The manufacture warranty is within 60 days and covers replacement or repair. 

• Bed Voyage – The manufacturer warranty is within 60 days from the order date and would cover replacement or a full credit and any necessary shipping costs. 

• Cohasset Gifts – If your product has manufacture defects please call with the details, and we will contact the manufacture to resolve the issue.  Pictures are required to determine that the product is in fact defective. 

• Greenington – If your product has manufacture defects please call with the details, and we will work with you to resolve the issue. Pictures are required to determine that the product is in fact defective. 

• Home Source International – Home Source International unfortunately does not warranty their products. 

• Nature's Way – If your product needs replacement parts or a complete replacement, Nature's Way will gladly replace the product or send new parts for the bamboo houses and feeders during the 10 year warranty period.

• Nine Space – Customers are required to inspect all shipments and report damaged or defective items.  Any defects should be reported to us within 5 business days of receiving the shipment.  Pictures are required to confirm that the item is in fact defective.  All defective items must not have been used or washed.  If the item is defective the customer will receive a return label free of charge and the item must be returned. 

• Pure Fiber – Customers are required to inspect all shipments and report damaged or defective items.  Any defects should be reported to us within 5 business days of receiving the shipment.  Pictures are required to confirm that the item is in fact defective.  All defective items must not have been used or washed.  If the item is defective the customer will receive a return label free of charge and the item must be returned.

• Songbird Essentials – The manufacture warranty is on the initial shipment. With information and photographs of the defective item or the return of the defective product, Songbird Essential would normally replace the defective item. Must contact us before returning the product.

• Sunreed Instruments – The manufacture warranty is within 3 months. For the bamboo instruments it requires a picture and explanation. For the other products it consists of replacement only if it is defective. 

• Woodlink – The warranty covers manufacture defects. The manufacturer takes into consideration several variables when deciding whether to replace a worn out part.

• Woodstock Chimes – Woodstock Chimes unfortunately does not warranty the bamboo wind chimes.