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.
Very good quality! It took some time! Bought a s for a teckel of 3 months and serves. Arms are above the opening. Would be a bigger. But loved!
Excellent backpack) on my pug 8 kg perfectly approached
Is very beautiful! But my pomeranian is but 1,5kg and fits yet not in the but S. Called a pity, but for the rest is good product, I still go size bigger buy
Quality is good
Wonderful product quality. Super. Our Spitz weighing 3 kg fit with stock in s. We're six months old, we're gonna grow up, we're gonna be fine. Sits in it Dog quietly, looks around, does not get nervous. In short, I advise you to buy definitely.
The quality is good, the backpack is strong, took the size L, but the dog turned out to be longer) the backpack came somewhere for weeks for 2 in the picpoint.
Backpack cool, the quality is excellent, C prizol very quickly, thank you pradovtsu
Little, on my Spitz 1.6 kg, very sorry, there are no complaints about the quality, can reorder more
I am impressed. This was a admirable bargain with a amazingly adequate quality for such a modest money paid. It's literally what I was fantasizing it would be. I just was given it yesterday and started using it first off. after the trying, I am really excited and would recommend to anyone!
Handle Material a little bad. I advise asking for a size more than I give you according to the measurements, as it comes smaller than they describe.
best online is being sold here i guess. waiting for my parcel to come, gotta check it myself
Great backpack for My York. Took on size more can be used in winter in a warm overall. For the summer you will be slightly freer. Liked it
It was my third order in this store. Thanks!
Despite the XL size the Carrier was small for a griffon dog
Turned out to be small
Good carrying, perfectly fit the size of the Spitz 4 kg (size L). But if it grows more, it will be too small. Excellent quality, conveniently worn and fastened behind. I did not communicate with the store.
A very good backpack, a 3800 dog fits well and she likes to sit in it. Highly recommend!!!
This is positively one of the best, if not the finest deals of thisnature I have ever had the thrill to use. I think it is a good deal. It got in the post above what was it was predicted and saved me a lot of hassle, since I needed it urgently. I was totally content with the customer service. I favor itself, have not noticed any reasons tocriticize. entirely recommend.
The parcel is delivered Super quickly. Carrying cool, our girl weight 4.500 back, 30 cm size L excellent. The color is bright as in the photo, the threads do not stick out, the smell is missing. Everything is super, I recommend everyone to buy. Thank you favorite store hoopet, we are satisfied with all the goods from this store kombeza, jacket, anther, T-shirt all goods are sewn with love for animals. Thank you favorite store!
The store sent the goods quickly, the kangaroo as in the picture. The fabric is not dense, although the dog does not seem to press anywhere, but it does not seem to me very convenient. Dog weight 6,5 kg. With the seller did not communicate ..