Shipping and delivery
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
Refunds & returns policy
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Max the Pal (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://maxthepal.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Igual a la descripción
This purchase was more than successdul. Really satisfied with the
On Spitz 3,5 kg-took L
Excellent goods, came quickly. But I gave m size to York 3.5 kg small, before that I took L, it was too big.
Quality is a good backpack durable I'm very satisfied! Came for two weeks)
The backpack complies with the description My 9 kg puppy fits perfectly
It`s nice! good store!
Carrying at first glance has good quality, but received instead of blue denim Green with camouflage prints. Very sorry.
fit my baby so well and Look like in the picture !
Super
is cool. you won't be disappointed!
Thanks to the seller who asks the best price for on the whole platform. Awesome!
Thanks, My purchase arrived very quickly and it's perfect, I love it so much!
Thank you to store, delivery is fast. In this store often we buy. Backpack convenient, take the second time, from the first Rose
Была приятно удивлена) полностью соответствует описанию и размерам! Точь-в-точь как на картинке)) собака в изумлении! С продавцом не общались, отправили быстро и посылка прибежала)) я довольна, к покупке рекомендую!
The order came very quickly, for a Spitz of 1500 kg, the size M is a little big, it is not necessary, for growth. Recommend this shop
Maybe the description and reviews were good, but the store put 9 days to process the order, did not answer the messages and eventually did not send the goods. Good money came back the day after my order closed.
A good backpack for my favorite dog, the length on the back of the dog is 29 cm, the circumference of the chest of the dog is 42 cm, the weight is 4 kg. Bought the size L to us just perfectly approached. Description is correct, especially I love buyers who write the main thing for the goods, that the other could easily be sorted. And do not put a photo of the sealed parcels, for which it does not write about any smell. The most important thing is the size and quality and photo of natural goods. We will try to wear, the quality is magnificent, the coloring is perfect, as on the site. Thank you store. Then we will wait for how all this device will appeal to my beloved, everything needs to be used to slowly.
Carrying is just super! On weight 1700 York took on the growth of M (while too big, but still does not fall out) Factory quality, with tag and even in branded packaging bag. Highly recommend
The backpack arrived quickly and very high quality. Sewed chic. But with the size of a huge slip. There are 2 such cats as mine. And I'm new on Ali Express and I did not know about the unpaid return. I explained to the store the problem and offered him a winning deal for both: I do not send the backpack back, and it gives me a 50% discount on buying another backpack. So he could and don't mind back money for sent back goods, and I would make a purchase from him, and he would have found a good buyer and a good feedback. He sort of agreed, but tried to adjust everything so as not to give a discount. Asked me to do in Ali express some incomprehensible machinations to get this discount. That's when I realized he was just trying to stretch my time so I missed the moment when I could still open a dispute. But I did, and I opened a dispute. In the dispute I described in detail about his dishonest and attached a photo of our correspondence. The seller tried hard to convince me to close the dispute. But I left a dispute and won it.
Puiki kuprinė
The store offers the cheapest price for . awesome deal!
The arrived faster than the expected and well packed. Overall quality is good. I'm satisfied with my purchase and store work.
Came in less than 2 weeks, on that terrier weighing 1 with excess kg size s perfectly approached
Was good product top but was small and had to return