Shipping and Returns
You will receive a shipping confirmation email with a tracking number once your order ships. The tracking number for orders within the U.S. will include an estimated delivery day.
All orders are shipped directly from our store in Cleveland, Ohio.
Orders made on our website cannot be modified or canceled once they have been submitted. However, unwanted items can be returned for a refund once received. For more return information, please refer to our return policy below.
If you're missing items or shipments or if you have any concerns about the products you received, contact us within seven days of the delivery date. Please make certain to ship to a secure location as we will not process refunds or re-ship orders once the tracking shows delivery confirmation.
LADDER is not responsible for package deliveries affected by an invalid or old address provided by the customer or weather delays.
We recommend trying on all items in your order before washing to ensure they fit. We cannot accept returns or refund after items have been washed.
An item may be returned if it is sent back:
- with original tags and packaging intact
- free of stains, odors, animal hair, and damage
The return package must be postmarked back to us within seven days of delivery in order to receive a refund. Items can be returned after this seven-day-timeframe for a store credit.
Customers are responsible for all return shipping fees. No return form is necessary; all we need with the package is a note including the order number and name associated with the order. LADDER is not responsible for your untraceable or lost return shipments. We recommend using a delivery service with tracking to protect your return, such as USPS, UPS, or FedEx.
Please allow up to two weeks for your return to be processed once received at our store, and 1-3 business days for refunds to be processed to your original form of payment.
If you would like to return an item that was gifted to you, please email firstname.lastname@example.org with the buyer’s name and order number. The buyer will not be contacted; it will simply help us find the order and act as proof of purchase.
Proof of purchase is required for items to be return-eligible.
Our return address:
20150 Walker Rd, #370
Shaker Heights, OH 44122
If you have any questions about shipping and returns, please give us a call at (216) 471-8227 or email email@example.com.