By placing an order through this Website you will be agreeing to the terms below.
These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase.
In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to cancel a pre-order and refund you.
A pre-order is an order placed for an item (listed in the store) that is not yet released or available for delivery. There will always be a release date or a scheduled date by when items will be received and delivered to you.
Please note that release dates are only estimates and are subject to change at any time. If there is a change in release date, we will do our best to notify you via email. You can also check release date updates in My Account – Pre-Order Details
You will be charged for the full amount of the pre-order at time of purchase. Pre-orders may be excluded from our free shipping policy at any time, and are exempt from our Pay on Delivery payment method.
To cancel a pre-order, please refer to our refund policy Once the order status is closed, we may not be able to amend your order.
Once the order has entered the fulfillment process or has been dispatched (for delivery), we cannot cancel. We request that you follow our return policy in this case.
2. Delivery Costs
Delivery costs are calculated during checkout, and are based on the destination or weight of the items in the order (in some instances). You can opt to pay for regular shipping (standard 3 - 7 business days) or RUSH Shipping (next day or next business day).
Payment for delivery will be collected with the purchase or with the payment method selected.
The final price (shown at checkout) will be the final price for delivery and product cost to the customer. In some instances our promotions may allow for “Free Shipping / Delivery” and these can be changed, amended, or removed without prior notice.
3. Returns Policy
4. Delivery Terms
4.1 Transit Time TRINIDAD
In general, Trinidad deliveries are in transit for 2 – 4 days, after they have been dispatched to our couriers for delivery. This time varies based on the Shipping method chosen at checkout.
4.2 Transit time TOBAGO
Generally, orders sent to Tobago are in transit for 3 – 7 days, after they have been dispatched to our couriers for delivery.
This varies greatly depending on the Shipping method you have selected (at checkout), or conditions beyond our control, and or any restrictions imposed by the Government of the Republic of Trinidad and Tobago.
We are able to offer a more specific estimate when you are choosing your delivery service at checkout.
After your order has been placed, review My Account to track your package. You will also receive email notification when your item has been dispatched from the store.
4.3 Dispatch Time
Orders are usually dispatched (or sent to our courier) on a fixed dispatch (or shipping) day during the week. Generally, all orders are processed on Fridays (weekly), and all orders are dispatched on Sundays (weekly).
Exceptions: SPEDTT RUSH shipping option allows your order to be dispatched almost immediately to ensure next day or next business day delivery.
NB: Delays may experienced by our couriers for situations or conditions unforeseen, such as natural disasters, national restrictions or any other reason we cannot prevent, or predict for any shipping option selected. As far as possible you will be notified by email. Any redress on shipping (or delivery) will be managed by the couriers independently. Please review our Refund and Returns policies.
Our warehouse operates on Monday – Friday during standard business hours, except on national holidays when the warehouse will be closed. In these instances, we take steps to ensure delivery delays will be kept to a minimum.
Delivery time for returns, refunds and exchanges:
- Exchanges: your new item will be dispatched within 2 days of receipt of your returned item.
- Returns: couriers are dispatched to collect your item within 2 days from receipt of payment / request
- Refunds: please review Refunds and Returns policy.
4.4 Change Of Delivery Address
Change of delivery address requests must be submitted by replying to your order confirmation email. We are able to change the address at any time before your order has been dispatched. All change of delivery address requests which come in after your order has been dispatched may not be possible.
Delivery change requests MUST be submitted by replying to your Order Confirmation email. Updating your address under My Account, does not affect orders already placed, but will be applied to all future orders.
Your item is always delivered to the SHIPPING ADDRESS entered ay checkout. In the event of any errors you have inputted in your address, the item may (1) continue to be delivered or (2) be returned to the store.
How to manage either of the two from occurring:
- Verify the information as you enter your Shipping Address at checkout.
- Review your order details, when you receive your order confirmation email
- Confirm the address your item is being delivered to when the courier makes contact with you
Should an error of input still occur, you can do either of the following:
- Respond to the email sent to you with your tracking number
- Respond to your the email of your order confirmation
- Request the courier to return the item to the store for further updates
NB: any items returned to store, can be sent out for delivery once more, however – any items returned to store will be treated as a “Return”, and the conditions under the Refunds and Returns policies will apply (regarding fees and processes)
Where the delivery address error is made on our end, all charges to address this error will be paid by mybamboohealth.com
4.5 Items Out Of Stock
If an item (within your order) is out of stock, we will dispatch the in-stock items (of your order) immediately and send the remaining items once they return to stock. However, you may also request a refund for the out of stock item under My Account – Orders.
4.6 Delivery Time Exceeded
Sometimes, even beyond our control delivery times (using any courier) can be extended beyond our intent or knowledge. In some cases, you can be notified in advance of a delay. In other cases we may not be able to advise as we too, are not made aware.
If delivery time has exceeded the approximate time, please contact us (by replying to your order confirmation email) so that we can conduct an investigation.
4.7 Pre-Orders Delivery Time (expectations and delays)
In the case of “pre-order” items, there may be additional delays beyond the approximate time originally shared or advertised. In most instances these are due to circumstances beyond our control. At times we may also received false positives (or arrival updates) from shipment companies.
While mybamboohealth will also alert you as needed on all delays, as soon as we have been made aware, there may be some instances where we are not given advance notices. In these instances, we will fulfill orders as soon as they arrive and have them delivered to you.
A refund is possible where an unreasonable delay to receive your items should occur, and you can request a refund for your Pre-Orders here.
5. Tracking Notifications
Upon dispatch, customers may receive a tracking link from which they will be able to follow the progress of their delivery based on the latest updates made available by the courier. Our couriers currently provide this service, however this service may not be available in some instances, and in others, we may upgrade our Couriers at our discretion. You may not be notified of this change in advance.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact us with next steps.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our Refunds and Returns policy.
9. Insurance (Courier determined)
Parcels are insured for loss and damage up to the value as stated by the courier. However, where not applied by the courier, mybamboohealth.com does not stand this cost.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim, and dependent on their conclusion. Items which have left the store is no longer within the management of mybamboohealth.com. While we express for the best possible care with all selected couriers, there are elements beyond our control. Please contact us where these unfortunate events may occur.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please contact us.
Terms to remember:
- Delivery: When your items are on the way to you (have left the store / are with the couriers).
- Dispatch: When your items have been packaged and processed and are ready for delivery.
- Shipping: Same as dispatch.
- Shipping Address: the address your items will be delivered to