At we really want to make it easy for our customers to shop with us.

We have therefore gathered a number of the most frequently asked questions within bamboo flooring and trading terms:

Purchase of goods

We would recommend that before making a purchase you read thoroughly about the Terms of Trade here: of Sale

Is it possible to pick up his order at your address?

Answer: No, as the item is delivered directly from our supplier’s warehouse in the Netherlands to your delivery address.

Can I get a track & trace number on my order?

Answer:  If your order is shipped with a track & trace number, you will receive a separate email with this when your order is shipped.

There was an invoice from supplier included in the package when my order was delivered?

Answer: It is correct – we send your invoice, as a PDF file, to your e-mail address when we have received your order, while when the item is delivered to you you will receive an invoice from our supplier in the package when the item is delivered directly from our supplier stock in the Netherlands to your delivery address.

Do you provide a price guarantee on your goods?

Answer:  We have the best prices on the market, but unfortunately we are not able to offer a 100% price guarantee, but of course we always keep an eye on our prices and adjust them continuously to be competitive.

Do you also install bamboo products / building materials?

Answer: No, we do not do any installations, but we offer our customers who will install the products themselves using our supplier installation instructions or your local craftsman / carpenter or construction / installation companies.

Am I experiencing an error when trying to buy something on your site?

Answer:  Always try retrying from another browser (Google Chrome, Mozilla Firefox, etc.). Also, be aware that some workplaces may have blocked certain items, which can sometimes prevent a purchase from being completed. If you consistently experience errors, we recommend that you try again from another computer. Of course, you are also very welcome to contact our customer service by emailing us to hear if there are any acute problems with our website.

Can I, as a private person, buy goods on invoice?

Answer:  I we issue invoices for all customers because most people prefer to pay by bank transfer and because for all ordered goods we have to receive prepayment from customers as our supplier always demands 100% prepayment for the entire order, therefore we are also required to do the same to deliver the floors to our customers.

Delivery and receipt of goods

How fast do you ship my order?

Answer: We order to ship goods directly from our supplier’s warehouse after we have received prepayment from the customer. The general delivery time of our goods is 5-10 business days as all goods are shipped from the Netherlands only after our manufacturer / supplier has transferred your order money from us. All items displayed on are in the manufacturer’s warehouse in the Netherlands, and sold items in general are therefore not displayed.

You have shipped my order, but the shipment has not arrived yet?

Answer: Under normal circumstances, our manufacturer / supplier delivers the shipment within 1-3 business days after receiving prepayment from us for your order, but in case of delays on the road associated with traffic that goes up to 5 business days before the shipment reaches forward. If you have waited more than 5 business days since you received our email that your order was shipped, please feel free to contact our customer service.

How to check that the shipment is not damaged?

Answer:  Since all goods are shipped directly from our manufacturer / supplier stock in the Netherlands, so the customer is responsible for checking whether the shipment is damaged or if there is moisture content, color differences, etc. Therefore the customer has to make sure to check packages. A 2-year warranty is granted in accordance with the Purchasing Act and since our right of complaint applies to defects in material and / or fabrication. So, it is enough if you just check that the delivered packages are not damaged, opened or damp.

An item I received seems to have been damaged during transport?

Answer:  Upon receipt of the item please check if the quantity and product are in accordance with the ordered and check if the item has received transport damage, if any, immediately inform the driver. If you see that the shipment has been materially damaged when it is delivered to you, you must refuse the receipt and return the truck driver to the shipment.

If as part / pieces of goods are damaged the customer can find out what to do in the Terms and Conditions by clicking here and read the section that: If goods are damaged. Letters to request damaged goods are replaced.

Sometimes a damaged product is only discovered when the truck is driven again, and in these cases it is important that you advertise our customer service immediately. If you do not advertise right away, you may risk the complaint being rejected.

What guarantee is there for the products quality?

Answer:  Our manufacturer has stated the high quality guarantee of all their bamboo products according to the European quality standard CE collar and warranty laws.

Is it possible to have an  express  delivery delivered?

Answer: We can offer special shipping methods, including express delivery, so that the order will be shipped from our manufacturer’s external warehouse in the Netherlands as soon as possible and will typically be delivered within 1-2 business days.  Please take into account that for express delivery we will charge additional amounts.

Storage rule at reception
Please remember to place the packages in a heated room (about 18-20 gr) with a relative humidity of 45-65%.

Is bamboo an environmentally friendly choice? Are bamboo forests felled for the production of bamboo products?

Actually cutting bamboo is the most important ecological argument that makes bamboo so unique. Each year, the mother plant develops many new bamboo stems that grow to their full length of up to 20 feet in just a few months. From there, it takes about five years to get the necessary hardness to use in durable products. Therefore, in a well-run, mature bamboo plantation the 5-year-old stems can be harvested each year while keeping the size of the forest intact.

Is the panda bear threatened by the production of bamboo?

Not at all. It should be understood that panda bears (both the small panda and the giant panda) live in the mountainous areas of central China, where they primarily use the lower species of bamboo as the main food source. Thus, they live far away from the areas where the giant Moso bamboo species used to make bamboo flooring are growing. Moreover, they are Moso bamboo species that are not even recognized as food by panda bears. So the production of bamboo products offers absolutely no danger to the panda!