Refund policy
Returns Policy
Thank you for choosing Bird & Bamboo! We strive to deliver high-quality products along with exceptional customer service. Please note return policies differ across products.
Mahjong Accessories & Mahjong Mats: We accept returns/exchanges of unused products within 14 days of delivery with no restocking fee. Mahjong mats must be unused, shipped rolled, inside plastic bag and inside included mahjong mat bag.
Embroidered Products: We are unable to accept returns/exchanges for embroidered products due to their custom nature. Please see Damages/Issues section below.
Mahjong Tile Sets: We accept returns/exchanges within 14 days of delivery, provided all tiles are unopened and remain sealed in their original shrink wrap. A 20% restocking fee applies to returns/exchanges. Customers are responsible for return shipping costs. We are unable to approve returns/exchanges for tile sets not sealed in original shrink wrap. Please see Damages/Issues section below.
Wooden Mahjong Racks Sets: We accept returns/exchanges of unused sets within 14 days of delivery. A 20% restocking fee applies to returns/exchanges. Each set is custom made to order, which involves a significant amount of time, labor, and materials. Because of this, the fee helps cover part of the work that goes into creating every set. As a small business, it’s necessary given the amount of craftsmanship that goes into each set. Customers are responsible for return shipping costs.
For the return/exchange the set must be packed securely, just as it arrived (foam sleeves on each pusher, on top of each rack, inside the rack bag, inside the black product box in a shipping box) and sent to the address below. Once received and expected condition is confirmed, a refund will be processed to your original payment method within 2 business days. You will be notified via email notification once the refund is finalized. Production of an exchange set will begin once returned set is received, expected condition is confirmed and restocking fee + shipping has been received.
Address: Bird & Bamboo 11192 Downs Rd. Pineville, NC 28134
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please contact us within 7 days of receiving your order at customercare@birdandbamboo.com. After 7 days, we will not be able to replace the damaged/defective product. Please provide specific details about the damage, along with any supporting photographs. We will review your request and assist you with the next steps.
Lost in Transit
If your order is unfortunately lost in transit and hasn’t arrived within the expected timeframe, please contact us at customercare@birdandbamboo.com. We will start an investigation with the shipping carrier to track your package. If the carrier verifies that it is lost following investigation, we can offer you a replacement (if available) or a refund for the lost item. We are not responsible for incorrect shipping addresses entered by customer or stolen packages.
Return Authorization
If our customer support team approves your return of a damaged item, they will give you detailed instructions on how to proceed. Please ensure that the item is returned in its original packaging, along with any accessories or promotional materials that were included. We reserve the right to decline a refund or exchange if the returned item is not in its original condition.
Refunds & Processing
If your damaged or lost item qualifies for a refund or replacement, we will process it as quickly as possible. Refunds will be issued to the original payment method used for the purchase. Please allow some time for the refund to appear in your account, as processing times may vary depending on your payment provider.
Preorder
Once a preorder is placed, we are unable to facilitate exchanges for different products, even if there are delays from the manufacturer.
Contact Us
If you have any questions or need further assistance with our returns policy, please feel free to reach out to our customer support team at customercare@birdandbamboo.com
Please be aware that this returns policy may change without prior notice, so we recommend checking it periodically for updates. Thank you for your understanding and cooperation. We appreciate your business and look forward to continuing to provide you with high-quality products at Bird & Bamboo.