Customer Service

Holiday Closures:

Presidents Day:

Our warehouse and customer care office will be closed on Monday, February 19th, to observe Presidents Day. Please allow extra processing time for orders placed over the holiday weekend.

Shipping Information:

We ship Monday through Friday from Salt Lake City, Utah. We ship within 2 business days for nearly all orders. Orders placed before 11 am Pacific Time may ship out the same day you order. Because we process orders with expediency, we may not always be able to cancel or amend an order before it ships. If you need to cancel or amend your order, please chat with us online, or email customercare@bambuhome.com.

Currently, we are only able to ship to US addresses. We will update our policy when this changes.

Cost of Shipping:

We periodically review the shipping costs provided by the carriers to ensure we offer customers the best current options available.

The shipping rate for your order is calculated by the carrier, based on the weight of your order and your destination.  

bambu is pleased to offer Everyday Free Ground Shipping* on orders over $95.00. Orders will ship via FedEx Ground and must ship to a physical address (no PO Boxes). FedEx Ground typically delivers within 3-5 business days. depending on your location. If your order is time sensitive, please reach out via chat or email customercare@bambuhome.com to discuss your options.

*For Alaska and Hawaii Customers: Shipping via USPS 1st Class to Alaska or Hawaii can take several weeks. If you require faster delivery, we suggest using Priority Mail. Our Everyday Free Ground Shipping offer is not available to customers in Alaska, Hawaii or outside the contiguous US.

Carbon Free Shipping:

Carbonfree

From our source to your door, we measure, reduce, and offset 100% of our cradle to customer emissions immediately. Renewable plant-based products and carbon offsets are reducing the load on the environment.

Expedited Shipping:

If you have an urgent need to receive items for an event, we recommend you call us prior to placing your order to inquire about your best shipping options. We are here to help check shipping times to ensure your order is received in time for your event. Please reach out via chat or phone during business hours. We are available from 8 am to 4 pm (Pacific time) Monday through Friday.

Note: Do not select Priority Mail if your order is time sensitive. USPS does not guarantee delivery in the time quoted and is not recommended for urgent orders.

It should be noted that FedEx and USPS may experience unavoidable delays in package delivery due to unforeseen weather conditions or peak volume times.

We are not responsible for delays in the FedEx or USPS delivery networks. While we make every attempt to ship your order in a timely manner, we do not have control over the final delivery date of your package.

Damaged or Missing Items:

Items that have been damaged in transit or found to be missing must be reported within 48 hours of package delivery. Send an email to customercare@bambuhome.com with your name and order number, and include photos of the item and the shipping carton.

Incorrect Shipping Addresses:

Bambu does not assume responsibility for orders with incorrect shipping addresses. If the order is shipped to an incorrect address provided by a customer, the customer is responsible for any additional re-send costs.

Late or Lost Packages:

Sometimes packages get lost, delayed or stolen in transit. We know that can be frustrating, but in most cases, we find that packages do turn up within a few days. If your tracking shows the package has been delivered, please check all areas where a package may have been left. FedEx will usually include a photo of the location your package was delivered to on the tracking page. If your package has not turned up within 2 business days, please reach out to us. We can often assist you with filing a claim with the carrier.

Returns:

Please see our Return & Refund Policy for details.

Please note that Veneerware® sample boxes and items on sale are not eligible for returns.

Contact Us:

For more information about bambu or our products contact:
customercare@bambuhome.com
Hours: M-F 8:00-4:00 PST

FAQ

Got questions? Check out our FAQ page.

Wholesale Inquiries in USA:

Interested in becoming a bambu® Wholesaler?

Great! Let's get started. Find out more about setting up a wholesale account, and begin our application process here.

Wholesale Inquiries in UK & Europe:

Visit Green Pioneer's website here for more full details and requirements.

Green Pioneer UK
Email: enquiries@greenpioneer.co.uk

Green Pioneer Europe
Email: enquiries@greenpioneer.eu

For all other inquiries beyond the US, UK, and Europe, please contact Jeff Delkin at jeffd@bambuhome.com

Bambu® Press & Publicity:

Contact: pr@bambuhome.com
Visit the Press Room

Last update: 1/24/2024