Here are some of our most frequently asked questions. If you can't find the answer you're looking for, please don't hesitate to contact us at info@widebamboo.com!
About Our Products & Brand
1. Who is WIDEBAMBOO and where are your products made?
We are WIDEBAMBOO, a team of passionate artisans dedicated to preserving traditional weaving crafts. While our story began with bamboo, our passion extends to all beautiful, natural materials. All of our products are handcrafted in the workshop, using eco-friendly materials including bamboo, rattan, and grass. Each piece carries a story of heritage and meticulous craftsmanship.
2. Are the products exactly as shown in the pictures?
The beauty of our products lies in their handmade nature. Because each item is individually crafted by our artisans from natural materials, no two pieces are ever exactly alike. You should expect to see slight variations in color, texture, weave, and dimensions. These are not flaws, but the unique signature of a truly one-of-a-kind piece of art!
3. How should I care for my bamboo products?
To ensure the longevity of your beautiful bamboo item, we recommend avoiding prolonged exposure to direct sunlight and excessive moisture. To clean, simply wipe with a soft, dry or slightly damp cloth. Please avoid using harsh chemical cleaners. Proper care will preserve the natural beauty of your item for years to come.
Shipping & Delivery
4. Where do you ship from?
All our products are carefully packaged and shipped directly from our artisan workshop in China. This allows us to share our unique craft with the world while ensuring the quality of every single item.
5. How long will it take to receive my order?
Our process is in two stages:
Processing Time: It takes us 1-4 business days to hand-pack your order and prepare it for shipment.
Shipping Time: For orders to the United States, delivery typically takes 8-15 business days once shipped. For other countries, shipping times vary and will be estimated at checkout.
Please note that shipping may take a few extra days during peak seasons and holidays.
6. How can I track my order?
Once your order has shipped, you will receive an email notification from us which will include a tracking number and a link to track its status. Please allow 48 hours for the tracking information to become available.
7. What shipping carriers do you use?
We partner with reliable international carriers to get our products to you. For deliveries within the United States, the final delivery is typically handled by USPS.
Returns & Refunds
8. What is your return policy?
We have a 30-day return policy. This means you have 30 days after receiving your item to request a return. To be eligible, the item must be in the same condition that you received it, unused, with tags, and in its original packaging.
9. How do I start a return?
To initiate a return, please contact us at info@widebamboo.com with your order number and the reason for the return. If your return is accepted, we’ll send you instructions on how and where to send your package. Please do not send items back to us without first requesting a return.
10. What should I do if my item arrives damaged or is incorrect?
We are so sorry if this happens! Please inspect your order upon arrival and contact us immediately at info@widebamboo.com if the item is defective, damaged, or if you received the wrong item. To help us resolve this quickly, please include photos of the issue. We will work with you to make it right.
11. When will I receive my refund?
Once we’ve received and inspected your return, we will notify you of the approval status. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Orders & Payment
12. What payment methods do you accept?
We accept a wide range of secure payment methods, including major credit cards like Visa, Mastercard, American Express, and Discover, as well as Paypal. You can see all available options at checkout.
13. Is my payment information secure?
Absolutely. Your security is our priority. All transactions are processed through a secure and encrypted connection to protect your personal and financial information.
14. Can I change or cancel my order after it has been placed?
If you need to change or cancel your order, please contact us at info@widebamboo.com as soon as possible. We will do our best to accommodate your request, but if the order has already been processed for shipping, we may not be able to make changes or cancel it.