Frequently Asked Questions

1. When will I receive my order?

On average, orders are processed within 1 business day. Transit time usually takes 1 to 3 business days, meaning you can typically expect your delivery within 2 to 4 business days.

2. How do I track my order?

You will receive a tracking number via email within 24 hours after your package has been shipped. Please allow up to 48 hours for the tracking information to become active in the carrier's system.

3. What payment methods do you accept?

We accept all major credit cards and PayPal to ensure a secure and convenient checkout experience for our customers.

4. Do you ship internationally?

Currently, our shipping services are available within the United States and Europe. We are proud to offer reliable delivery across these regions to serve our growing community.

5. I entered the wrong shipping address. What now?

Please contact us immediately via email at Contact@ladder-de.arix.shop or by phone. If your order has not yet been processed for shipping, we will update the address for you.

6. I selected the wrong size/color. Can I change it?

Yes, changes can be made as long as the order has not been shipped. Please reach out to our customer support team as soon as possible to request a modification.

7. My order says "Returned to Sender." What happens next?

If a package is returned to us, please contact us. We can either reship the item to a corrected address or provide you with a full refund once we investigate the cause of the return.

8. The website isn't loading properly. What should I do?

We apologize for the inconvenience. Please try clearing your browser cookies or using a different browser. If the issue persists, contact our technical support.

9. I keep getting error messages when trying to order.

Check that your payment details and billing address are correct. If you continue to see errors, contact us and we can help you complete your purchase or identify the technical problem.

10. What's your return policy?

We offer a flexible return policy to ensure your satisfaction. You can find full details and conditions by clicking the "Refund Policy" link in the footer of our website.

11. How do I exchange an item?

Exchanges are available for damaged or defective items. Please email us with your order details and photos of the product so we can start the exchange process immediately.

12. I received a damaged/defective product.

We take full responsibility for damaged items. Please contact us within 24 hours of delivery with photos of the damage, and we will send a free replacement or issue a refund.

13. I received the wrong item.

If you received an item different from what you ordered, please contact us right away. We will arrange for the correct item to be sent to you at no additional cost.

Still Need Help?

Email us at: contact@ladder-de.arix.shop

Call us at: +44 7453 418759

Visit us: 1897 McKelvey Hill Dr #207, Maryland Heights, MO 63043, United States

Operated by: STAR Connect LLC