Frequently asked questions
PLEASE READ: Due to a change in Fedex policy, it is prohibitively expensive to ship 8 ft poles. All parcel shipments must be exactly 96” or under including packaging. Parcels over 96” in length will incur a $90 oversize charge.
We ship with Fedex ground for all pole/timber orders
7 foot or under in length. Please allow 1-5 business days for order processing* before your items are shipped out. We
DO NOT guarantee shipping times.
If you are in the
Portland, OR area, you are welcome to pick up your order at our shop. We are located at 2104 N Willis Blvd. Portland, OR 97217.
If you would like to order poles over 8 feet in length, they will be shipped via LTL freight and you will need to contact us directly, before ordering, for a shipping quote to your location. Freight deliveries can be made to commercial docks, commercial businesses with a forklift, or to street level. Freight deliveries do not include assistance or inside delivery. Residential and limited access deliveries will incur additional fees. We recommend ordering in volume for this option to be cost effective. Please call our shop at (503) 285-5339 or email email@example.com if you would like to request a freight quote.
We can cut bamboo poles and timbers down to a shorter length, for an additional cost, to make it more easily shippable or if you have a specific size in mind. If you would like us to cut your pole/timber, please let us know when ordering. Cuts/splits are priced by item size.
*Orders shipped via LTL freight may take longer than usual to process.
RETURNS & EXCHANGES
Shipped bamboo poles, timbers, or other products are not returnable or exchangeable- all sales are considered final. We are not responsible for natural variations in bamboo appearance - what you order will not look exactly like our example photos.
If your order has been damaged in transit, please let us know as soon as possible. We will need CLEAR and well-lit photo documentation of the damage, including photos of damaged packaging*. WE MUST be notified within 5 business days after delivery for your order to be replaced or refunded. Please call our shop at 503-285-5339 in the event that your order arrives damaged.
*ALL freight shipments must be inspected before you accept delivery of goods, i.e before you sign the bill of lading. If your order has been damaged during shipment via a freight carrier, YOU MUST make note of the damage on the BOL when signing and contact us immediately. If you suspect your shipment has been damaged, please take CLEAR and well-lit photographs of the damaged packaging BEFORE removal.
HOW TO ORDER
The best way to make a purchase with us is in person at our shop space in Portland's historic Kenton neighborhood at 2104 N Willis Blvd!
We can take orders by email at firstname.lastname@example.org. If you would like to order by email, please put “Your Name, ORDER” in the subject line of your email and we will respond as soon as possible. Please let us know what you would like to order by the item name listed in our catalogue and how many. If you order by email, you will either need to pay with a card via phone or in person at our shop (if you’re in the Portland, OR area).
We can also take orders over the phone at (503) 285-5339. Please note that we are open Monday 10am-5pm PST, Tuesday 1pm-5pm PST, Wednesday-Saturday 10am-5pm PST, and Sunday 11am-4pm PST.
Can we split or cut poles and timbers for you?
We sure can! For a small additional cost, we can cut bamboo poles and timbers down to a shorter length to make it more easily shippable or if you have a specific size in mind.
We can also split our bamboo poles and timbers for use as gutters, half-rounds for decoration, etc.
If you would like us to cut your pole/timber, please let us know when ordering.
Crosscuts are $1 per cut. All other cuts and splits are priced by item size and difficulty.
SHOP & NURSERY INFO
Our shop and nursery are located at 2104 N. Willis Blvd in Portland's Historic Kenton neighborhood. Please stop by and check out our multi-story tree house and showroom if you're in the area!
We are open:
Monday - CLOSED
Tuesday - CLOSED
Wednesday - 10am - 5pm
Thursday - 10am - 5pm
Friday - 10am - 5pm
Saturday - 10am - 5pm
Sunday - 11am - 4pm