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.
Amazing quality and fast shipping
Very good quality and warm, perfect for winter.
In the neck narrow for the dog, and the fabric is not warm, I do not advise taking, synthetics one, the dog will freeze in this
Received as described. Very good quality
Very cute but runs long!
This one didn't like it very much because it's going pretty big being a xs I'll have to wait for grow up, the fabric is Wool and the color same as in the photo
Very happy with the purchase. Wool is finite but of good quality and warm. It doesn't sting. I love the sleeve details, which gets smaller to fit the leg. What I don't like is the 66 tag, see how I take it off.
Stunning quality, I'm delighted!
Super small la L, for Chihuahua puppy
nice and in perfect condition...thank you...
Perfect
Omg just beautiful
The best thing about this item is its undeniably high quality
Excellent quality, reallllllly satisfied. would recommend
It’s perfect sweater. Although my cat didn’t like it.
Perfect for my 3 month Italian greyhound. The color is beautiful and the touch is very soft, it is not too warm. It's the second one I buy and we repeat for sure. Shipping pretty fast. I recommend this store.
So cute on my maltese he looks like a little cutie thank you. Fast shipping !!
I really like this . very beautiful. Thnx!!
Beautiful and convenient, but the quality is low. With the store did not communicate, sent quickly
I love it
It’s very good ... I have a Yorkshire terrier 2,5 kg
bueno
got it for my cousin. no drawbacks noted!
The jacket came of good quality. Size fits. For a dog weighing 1 kg 200 GR took Xs. It came perfectly. Thank you very much. One minus, the sender did not clearly specify the surname and name. I had to melt. Which incurred additional costs.
Cute