FAQ : Frequently Asked Questions.

Have a question that you don’t see here CONTACT US

terms & conditions

  • Effective August 1, 2025, new US government import tariffs on European goods, potentially up to 30%, will impact pricing. Any changes to these tariffs—whether they are implemented, reduced, or eliminated—will result in an adjustment or additional tariff line item surcharge. For orders invoiced prior to August 1, 2025, a separate invoice will be issued for the new EU import tariff cost difference. Also note that products will not be shipped from the factory until all invoices are paid in full.

  • All MWE items are manufactured and drop ship from Germany.

    Due to fluctuations in the USD/EUR exchange rate, a currency surcharge will be added to all quotes reflecting current market conditions. This change is effective as of Friday, July 11th 2025.

    • MWE Ladders are custom manufactured in Germany, depending on the ladder dimensions, lead times may be 6-12 weeks.

    • Krownlab products ship from the US, lead times are approximately 2-3 weeks.

    • MWE hardware is generally 4-6 weeks, custom finishes such as 24k gold, powder coated or PVD may require additional production time, lead times may increase to 6-8 weeks and will be noted on purchase documents.

    • To reduce our carbon footprint, we strive to ship items in the most logical way, this may cause some items to be partially shipped. Communication of these decisions will be shared as best as possible

  • Due to the custom nature of these products, MWE ladders and accessories are non-returnable, non-cancellable after release for production (read details in Terms & Conditions)

    Damaged or defective items are eligible for return and replacement

  • The proper care of stainless steel

    Spray stainless steel cleaner onto the surface generously (spray distance 4 in.) and wipe

    • clean with a dry MWE microfiber cloth.

    • Repeat the process if streaking occurs.

    • The MWE stainless steel cleaner prevents stubborn dirt.

    • To clean small surfaces, spray the stainless steel cleaner directly onto the MWE microfiber

    • cloth to protect surroundings from being affected by the mist of the spray.

    Proper care of polished stainless steel

    • Stainless steel surfaces can be cleaned with all non-abrasive cleaners. The most gentle

    • detergent is water.

    • Prior to any further treatment, the stainless steel parts should always be rinsed with plenty

    • of water to remove dust, sand and other particles that would scratch the surface during

    • polishing.

    • Water with the addition of a commercially available dishwashing detergent, or first undiluted

    • dish-washing detergent and then plenty of water, normally eliminates any soiling.

    powder coating

    A touch-up pen is available for purchase

    The pen exists of two different parts. The color is in the pen-head, and the transparent lacquering liquid is down below in the bin where the paintbrush is.

    Open the transparent rigid plastic of the pen head, which stores the color. Then open the solvent or binder pin, filling the powder-color into it. This needs to be mixed by shaking it well and then it can be applied.

    Purchase MWE branded stainless steel cleaner at BetterBuildingHardware.com

  • 2 Year limited warranty

    MWE, N.A. Corporation (“Seller”) warrants that the Products purchased from Seller be free from defects in material and workmanship for a period of two (2) years from date of shipment. Seller’s liability under this warranty is expressly limited to repairing or replacing, at Seller’s option, any Product that, in Seller’s sole judgment, does not meet the warranty set forth above. SELLER

  • Orders shipped to California, Colorado, Connecticut, Florida, Massachusetts , and New York are subject to sales tax. Tax certificates must be presented prior to deposit. (TAX IS NON-REFUNDABLE)

    Payment for deposit $275 may be made via credit card.

    Bank Wire Transfer, ACH or Check are approved payment methods for products.

  • Product specific installation instructions are available on product pages or are included in shipment. If you need installation instructions contact us

Shipment Receiving

Inspect contents within 3 days to report any missing items or damaged components.

    • Contact Us to within 3 days to report any missing items or damaged components.

    • A packing slip will be included with quantities which should be used as your check list.

    • NOTE : Smaller parts including the pivoting base feet may get lost in bubble wrap or be taped to larger items. PLEASE DO NOT DISPOSE OF PACKING MATERIAL UNTIL ALL ITEMS ARE ACCOUNTED FOR.

    • Assemble rails to ensure lengths are correct.

    • Verify dimensions on the ladder to ensure height is correct. DO NOT MOUNT RAIL AT AN ALTERNATE HEIGHT THAN WHAT HAS BEEN SPECIFIED, MANUFACTURED AND SUPPLIED.

    It is the customers responsibility to carefully check the items being delivered for any indications that there may be damage. This includes but is not limited to, missing base feet on the crate, dents or alarming scuffs, missing tape or end caps on tubes, holes in boxes or in the wood of a crate. Questionable tape or zip ties around boxes or crates should be noted as well

    The customer must provide the necessary resources for unloading, such as a loading dock, forklift, and adequate personnel.

    Advise in advance if the following options are required, additional charges will apply: 1.) a truck with lift gate, 2.) exact delivery appointment time (24 hour notice is standard), 3.) delivery of crate to specific location (curbside delivery is standard)

  • Boxes and tubes arrive well taped on the ends and in the mid sections. Boxes contain the ladder and tubes will include the rails and accessories.

    TUBES: Bent or crushed tubes or if the end cap appears loose, broken or missing, report this in writing to the driver before signing for delivery.

    BOXES: review condition of cardboard, note any gaps, missing or damaged tape, boxes that appear retaped should all be noted to the driver before signing.

    • Open crate carefully by removing the screws from the lid. Do not pry the lid open! Check all content, photograph as necessary should damage be obvious.

    • Observe the condition of the wood prior to signing for delivery.

    • Dirty or scuffed crates do not qualify as damaged.

    • Moisture warped, shredded, or obvious damage to the wood in any way should be noted to the driver in writing prior to signing, If damage is significant it is recommended to reject the shipment.