Support
Write to support@larchline.co. Italian or English, whichever you prefer.
We aim to answer within an hour, at any time of day. That is a target we work to, not a guarantee. If a fix is needed, we say so and we tell you when it ships.
What to send
Three things make an answer fast:
Your store address, the one that ends in myshopify.com.
The name of the rule, and what you expected it to do.
What the checkout showed instead. A screenshot of the shipping step is enough.
Before you write
Two things fix most of it:
The rate name in the rule has to match the name in Settings, Shipping and delivery. Capital letters and spaces do not matter, the rest does.
A rule with several conditions applies only when all of them hold at once. Leave a condition empty to stop it counting.
If something is wrong at your checkout right now
Turn the rule off in the app. The checkout goes back to your Shopify rates straight away. Then write to us.
Data and privacy
The app stores your store address, a key Shopify gives us, and the rules you write. It never receives your customers' names, addresses or orders. The privacy policy says it in full.