Frequently Asked Questions
Orders & Shipping
When will my order ship? Orders are processed within 1–3 business days (Monday–Friday, excluding US holidays). Place your order before 5:00 PM CST on a business day and it usually enters processing the same day. You'll receive a confirmation email right after checkout and a tracking email the moment it ships.
How long does delivery take? Once dispatched, US orders typically arrive within 5–9 business days. Orders are fulfilled from our partner facilities in Asia with full tracking, which is reflected in our delivery estimates.
Do you ship internationally? Not at this time — we currently ship to all 50 US states and Washington, D.C. We're not able to deliver to PO Boxes or APO/FPO/DPO addresses
How much is shipping? Shipping is FREE on all orders over $100. For orders under $100, shipping is $6.99. The exact cost always appears at checkout before you pay.
How do I track my order? Your tracking number is emailed to you when your order ships. You can also enter your order number and email anytime on our Track Your Order page.
Can I change or cancel my order after placing it? Email us at support@paxtonridge.com within 24 hours of placing the order with your order number. If your order hasn't entered processing yet, we'll happily change or cancel it. Once it's been dispatched, it falls under our standard 30-day return policy instead.
My tracking says delivered, but there's no package. What now? Check with household members, neighbors, and around alternate entrances first, carriers occasionally mark packages early or leave them out of sight. If it hasn't turned up within a day or two, contact us within 7 days of the delivery scan and we'll open a carrier investigation and make it right.
Returns & Exchanges
What is your return policy? You have 30 days from the day your order is delivered to return any item, including sale and promotional purchases. Items just need to be unworn, in original condition, with tags and packaging. Gift cards are the only thing we can't take back. There's no restocking fee. Full details are in our Return & Refund Policy.
How do I start a return? Email support@paxtonridge.com with your order number and whether you'd prefer a refund or an exchange. We'll reply within 24 business hours with instructions and the return address. Please wait for our confirmation before shipping anything back.
Who pays for return shipping? If we got it wrong, a defective item, transit damage, or the wrong product — we cover it with a prepaid label. For fit or change of mind returns, return postage is the customer's responsibility, and we recommend a tracked service.
Are sale items final sale? No. Sale and discounted items carry the same 30-day return window as everything else. Only gift cards are final sale.
When will I get my refund? Within 7 business days of your return passing inspection, we issue the refund to your original payment method. Banks and card providers usually post it within another 5–10 business days.
Products & Sizing
How do I find my size? Each product page includes a size guide specific to that style. Between sizes? For footwear we generally suggest sizing up for a relaxed fit; for apparel, check the garment measurements in the size chart. Still unsure , email us with your measurements and we'll recommend a size before you order.
What if my item arrives damaged or defective? Email photos to support@paxtonridge.com within 7 days of delivery. We'll send a replacement or a full refund, your choice, plus a prepaid label for the return. You'll never pay to fix our mistakes.
Payment & Security
What payment methods do you accept? We accept Visa, Mastercard, American Express, Discover, Shop Pay, Apple Pay, Google Pay, and PayPal. All prices are in US Dollars (USD).
Is my payment information secure? Yes. Checkout runs on Shopify's PCI DSS–compliant payment platform with full SSL encryption, and your card number goes directly to the payment processor, we never see or store it. More detail is in our Payment Policy.
When am I charged? At the moment you place your order. If a payment doesn't go through, no order is created and nothing is charged.
Contact
Store Name: Paxton Ridge
Company Name: Ten Thirteen LLC
Business Address: 629 Maple Valley Dr, Unit #1275, Farmington, MO 63640, US
Phone: (314) 399-8271
Email: support@paxtonridge.com
Monday to Friday | 09:00 – 17:00 (CST)
We aim to respond to your inquiries within 24 hours.