Return & Exchange
Delivery
At Imperial Bamboo, we do our utmost to ensure your experience with us is smooth, pleasant, and entirely stress-free. Our friendly and professional team is always happy to assist, and we handle any concerns with care and efficiency.
We take great pride in offering products that reflect both quality and comfort, pieces our customers return to with confidence. Every item comes with a one-year warranty against manufacturing faults, a quiet assurance that we stand by the quality of our craft. If something doesn’t meet your expectations, we’re here to help make it right.
Please note that, in line with our company policy, we do not offer refunds. Exchanges, however, are warmly welcomed.
To arrange an exchange, simply reach out to us by phone or email within 14 days of receiving your order. We’ve kept the process as simple as possible. Please note that only one exchange is allowed per customer, household, or delivery address.
For hygiene reasons, we’re unable to accept returns once an item has left our premises. That said, if your product proves faulty, we will gladly arrange a replacement in accordance with our guarantee.
THIS EXCHANGE OFFER APPLIES EXCLUSIVELY TO ONLINE PURCHASES. For in-store orders, the relevant policy will be clearly stated on your receipt or invoice.
Please also note that delivery, collection, and administrative costs are the responsibility of the customer. These services are managed through a trusted third-party courier and charged at our standard company rate.
We truly appreciate your understanding. At Imperial Bamboo, your comfort remains at the heart of all we do — and we’re always working to improve both our products and your experience, so you can enjoy the peaceful sleep you deserve.
Shipping Fee & Locations
Shipping fees are charged per shipment, not per order, and are fixed at flat rates depending on shipment value and delivery location.
This is a friendly reminder that for orders with multiple items, depending upon each item’s estimated delivery, there may be multiple shipments per order. Shipping fees are calculated based on your location and order subtotal. Total shipping fees will be indicated during the checkout process after processing the required shipments based on the estimated delivery of all your items.
Suggestion: Please enter your zip code on any product page to determine if we deliver to your city. The table below is a general indication of some major cities we ship to. For selected cities, we offer free shipping per shipment with a subtotal value of $999 and above (excluding add-on services).
Types of Delivery
We offer three delivery service options: Standard, Room of Choice, or White Glove.
We provide a Standard Service by default, but you may opt for Room of Choice or White Glove for an additional service fee. Each service fee is per shipment, not per order. If the order contains multiple shipments, you can select which shipment(s) you would like to apply the delivery service to during checkout.
Standard Service
We will deliver your item(s) to either the ground floor, lobby, or first dry area of your home (such as a garage, front porch, lobby, etc.) or apartment building. Deliveries to any address requiring a lift or staircase will be left at the lift’s entrance or the stairs’ foot. This service does not include unpacking, assembly, or rubbish removal.
To initiate delivery, we will email you that your order is ready to ship. You will receive a fixed delivery date with tracking information, or our delivery partner will contact you to arrange a delivery day and time window.
Room of Choice
We will deliver your item(s) to the room of your choice within your home, inclusive of up to two flights of stairs. An extra flat rate of $50 or $70 applies, depending on your zip code (plus applicable taxes). Kindly note that additional stairs beyond two flights are subject to add-on fees. This service does not include assembly, rubbish removal, or moving your old or existing furniture.
To initiate delivery, we will email you that your order is ready to ship. Our delivery partner will contact you to arrange a delivery day and time window.
White-Glove
We will deliver your item(s) to your room of choice, including up to two flights of stairs, unpacking and complete assembly of the item(s), and rubbish removal. This service is an extra flat rate fee of $100 or $150 (plus applicable taxes), depending on your zip code. Kindly note that additional stairs beyond two flights are subject to additional fees. This service does not include removing or moving your old or existing furniture.
To initiate delivery, we will email you that your order is ready to ship. Our delivery partner will contact you to arrange a delivery day and time window.
Note: Please measure and ensure that your items will fit through doors, staircases, and elevators in their packaging before you place your order. Suppose we are unable to get your furniture into your home. In that case, you will be responsible for redelivery fees if you choose to have the products redelivered later or the return shipping and warehouse restocking fees if the order is canceled. Our delivery partners will deliver your products upon arrival based on the selected service options.
In addition, please protect your flooring and surroundings from potential damage before the delivery. Our delivery partners will not be responsible for any flooring or surrounding damages. Delivery personnel are not permitted to move existing furniture present in your home.
To better understand the service in your area based on the items you have purchased, feel free to contact us.
How long do I have to return my item?
Select items can be returned within 14 days of purchase or receipt. Custom orders cannot be returned but may be canceled within two business days after the order is placed. Custom orders may include any item where you select the finish and upholstery.
How do I return my item?
Small items can be returned to the showroom or shipped back to us by mail. Furniture or more oversized items will require arrangements for pick up. If you plan to return your item, please get in touch with support@ergocraft.com or call +1 244 688 800 to make arrangements.
