Store Policy

Your online experience is important to us! We hope you enjoy shopping with Safari Thatch Inc.

Please review our policies and procedures and let us know if you have any questions or concerns by contacting us at info@safarithatch.com.

Please note: We do not ship on Saturday or Sunday and are closed most major holidays. Orders are processed in 1-2 business days from date of order and shipped out within 5 business days. In some cases, orders may take up to 7 days to ship.

Tracking information: Once your order has been processed, you will receive a tracking number. Please check your spam/junk folder for this email. You will not be able to track your order until it has been scanned into the FedEx system. Until it is scanned into the system, you will see the message “Label Created” or “not found”.  You can track and manage your orders at FedEx.com by copying and pasting your tracking number into the “Track a Shipment” box to track your package(s). Safari Thatch Inc is not responsible for late shipments and does not guarantee shipping times.

In the case your order goes out common carrier, you will receive the tracking number, along with freight company information the next business day, after your order has shipped. Please check your spam/junk folder for this email.

Privacy Policy

Safari Thatch Inc respects your privacy and we are committed to protecting it. Safari Thatch Inc believes in keeping your information confidential. We only collect information from you when you specifically and knowingly provide such information. Any information we collect is used for the purpose of providing you with a more enjoyable, personalized shopping and browsing experience.

Safari Thatch Inc does not share, sell or rent any personal information to other companies or third parties unless you authorize us to do so.

Safari Thatch Inc may share non personal, non-individual aggregate information or summary statistics about our customers, sales, traffic patterns and related site information to reputable third-party vendors. This information will never include any personally identifiable information. Safari Thatch Inc is very protective of the privacy of its customers. If at any time Safari Thatch Inc is required by law or by a legal process to release customer information, we must cooperate fully.

Returns and Exchanges Policy

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.

Return Policy

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.

• When submitting a request to info@safarithatch.com, please include the following: name on the order, order number, the reason for the return, and photos of the product being returned.
• All products being returned will have the costs of return shipping and any other related costs deducted from the refund *
• The original cost of shipping is not refundable (unless the item being returned qualified for free shipping)*
• Additionally, a 20% restocking fee of the merchandise being returned will be deducted from the refund.*
• Products must be in new and sellable condition to be approved for a return.
• Photos of the products and packaging must be included in your return request to info@safarithatch.com
• Please be advised that an RMA number does not guarantee final disposition. All returns are subject to inspection. Once they pass inspection and are deemed in new and resellable condition, any applicable refund will be processed.
• The customer’s payment will be refunded in the original form of received payment, upon receipt of the goods and inspection as to their suitability of original condition.
• The decision to replace or refund remains the sole discretion of Safari Thatch Inc

*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.

General Disclaimers

• We cannot assume responsibility for customer ordering errors or contractor miscalculations.
• Color variations occasionally occur in bamboo, however, this is a natural characteristic and not a product defect.
• Bamboo is subject to cracking and splitting just like any other wood product.
• Safari Thatch Inc cannot guarantee consistency with any of our bamboo products, but we try our best to offer the highest quality bamboo currently available on the market.
• Maintenance: Safari Thatch Inc recommends Marine Premium Wood Sealer for all exterior uses on bamboo products.

Damage During Transit

• If you accept the shipment by the freight company and sign off on the bill of lading, the shipment is considered totally free of damage. Please inspect the items prior to signing the paperwork or bill of lading to ensure that the shipment did arrive in acceptable condition with no damage.
• Take photos! The more documentation we have of damage during transit, the easier it will be to dispute with the carrier.
• Damage claims cannot be submitted to the shipping company or Safari Thatch Inc. after the customer signs off on the paperwork or bill of lading for that shipment.
• In the event damage is apparent at delivery, it is imperative that you immediately contact our customer service department at (954)564-0059. Our customer support personnel are experts at handling and resolving damaged shipments, but we urge you to notify us in a timely manner.
• Proper notation of damage (“bag torn”, “box crushed”, etc. will suffice) on the delivery receipt will help to ensure our ability to fully refund or replace your purchase. Carrier regulations require notification of a damaged shipment within 15 days after receiving the shipment.

Frequently Asked Questions

General Questions

Q: What are your customer service hours of operation?

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.

Q: Can I shop at your warehouse?

A: Yes, we have a showroom at our warehouse in Miramar, FL by appointment only. The address is 11850 Miramar Pkwy, Miramar, FL 33025.

Q: Can I pick up my online order from your warehouse?

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!

Q: What is your return, refund, and exchange policy?

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.

Orders & Shipments

Q: How long will it take to process and ship my order?

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.

Q: How can I track my order?

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.

Q: Can I request rush or expedited shipping on my order?

A: No, we do not offer expedited shipping. All orders are processed in the order that they are received into our system.

Q: Can I cancel or change my order?

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.

Q: Can you ship outside of the contiguous USA?

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.

Q: I already planned for installation and my items haven’t arrived. What do I do now?

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.

Product Questions

Q: Why does my product look different from the pictures?

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.

Q: Is there a way to prevent bamboo from cracking?

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.

Q: How do I care for my Bamboo Poles & Bamboo Fencing?

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.

Q: How many wires are in your Bamboo Fencing?

A:

• 4 foot fences – 2 wires
• 6 foot fences – 3 wires

Discounts & Coupon Questions

Q: If I find your items on another site, can you price match?

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.

Q: I bought something on sale, and I want to order more of the product. Can the discounted price be applied to my order?

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.