Madera Outdoor Co is a company that only spreads good vibes. If you have a problem send us a solution to the problem. It will help you get ahead in life.

Brand Ambassador FAQs

 

Section 1: Shipping

A) General Shipping

1) Can I get Free shipping? No, but you can if you pay for it, but really... no. Simply not an option unless we are running a promotion. Generally any purchase over $110 USD qualifies for free shipping (may be subject to change). 

2) My tracking link is perpetually in transit. Why? We use USPS and sometimes they suck... SO contact our support team by filling out this form and we will get back to you in 1-2 business days. 

3) Will some products will arrive separately? Yes, because they are shipped straight from the companies that sell them. Below is a list of the Branded products that have different warehousing locations.

Madera Products

Apache Pine Products

Purinize Products

Magna Tree Tent Products

Merchandise/Clothing Products

B) International Shipping

1) My tracking link is perpetually in transit. Why? We use USPS (United States Postal Service) which passes the package off from our government to the yours. Tracking is available, just not through USPS. Once the package leaves US borders, your governmental postal service updates the tracking. (i.e. Canada Post). You need to contact your local Postal service. Usually the package should take 10-15 days to arrive.

2) Can International Shipping Prices be lower? No. Unfortunately we are not the ones who set the prices to ship internationally.

3) My International package never arrived. Why? If your package has been sent and left our facility there is nothing we can do to figure out what has happened to your package. Because there are so many laws, regulations, and different parcel service providers in the world, we cannot take on ourselves the responsibility of tracking your package once it leaves U.S. borders, However, here's a few things we've seen that are most likely causing your package to not be delivered to you. See Below

Obstacle: You have not payed duty/import/customs tax on your package (We don't charge you tax at checkout).

Action Necessary: You need to call your local government parcel service and see what they are waiting for you to do. They may have sent you a piece of mail with the amount owed and further instructions.

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Obstacle: Tracking on USPS website is perpetually in transit.

Action Necessary: Search the tracking number on your Country's Parcel delivery service. If you see no results you need to call your Parcel Delivery service Provider.

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Obstacle: Tracking on your country's parcel delivery website is not showing updates on your package. 

Action Necessary: You need to call your local government parcel service and see what they are waiting for you to do. 

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Section 2: International Customs

1) Can you waive or cover my international customs charges? Unfortunately we cannot. Those prices are set by your Country's government and as stated at checkout: we are not responsible for import and/or border taxes. Please note that refunds for merchandise returned without contacting us will be denied as returns cannot be accepted at our warehouse facility unless they have been approved prior to reception. Contact us before refusing or denying any package. 

Section 3: Hammock Care

1) How should I wash my Hammock? Remove the ropes from your hammock. Wash Cold in the washer. We don't suggest adding soap. Re-string ropes through watch this video on how to put your rope back in.

2) Should I Put my Hammock in the Dryer? No.

 

Section 4: Tree Planting

1) Can I know where the trees are being planted? Unfortunately we don't have a way to track the progress of planting the trees for your hammock. Your trees are planted in 5 countries in Sub-Saharan Africa

2) How does the tree pIanting work? We are partnered with Trees.org. Click here to see our partnership confirmation page. Our Current partnership is a pay-per-sale agreement and for every sale, we donate enough money to plant what Trees.org deems as sufficient for 2 trees. 

3) I want to know more about the trees and the whole process. Awesome check out out about us page to learn how we started, the Mission page, and Trees For the Future can give you more information. Feel to explore their site and click around. 

 

Brand Ambassador FAQs

 

What other questions should we put on this page? Email feedback@maderaoutdoor.com for suggestions. Please put in the subject line "FAQ page suggestion."

Madera Outdoor Co is a company that only spreads good vibes. If you have a problem send us a solution to the problem. It will help you get ahead in life.