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:
*This doesn’t include our 2-5 day processing time.
||*Estimated Shipping Time
||10-30 Business days
||10-30 Business days
|Australia, New Zealand
||10-30 Business days
|Central & South America
||15-30 Business days
||10-20 Business days
||15-45 Business days
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
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.
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.
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.
exactly as described. great quality, includes a bag for carrying around or storage... 3.5 weeks delivery to Europe.
even better than the picture. totally recommend this !
Buying in this store was a decision of the month :)
Nice tunnel! Cat likes it. The parcel was 1 month and 1 week. Delivery is long, receipt at ukrmail. I like that there is a cover for the tunnel. There is a little smell
This store is the best place where i can get online
Good quality material. Product arrived within estimated time. Thanks!
A little small & too thin.
Cool item! Cats love it
Everything is great! Fast sending, fast shipping, great product! Recommend Seller, will update feedback with photos soon!
The tunnel is chic, the cat appreciated. You can walk in both directions: there and here. Five points
Super quality and fast delivery! Thanks a lot!!
The medium density plachevka, entered with a neat bag for the tunnel in the folded form. My kitten diameter only-only, on its 5 kg, but it fits and it's fun)
Very satisfied. Recommend this shop.
Easy to fix, but not know if will be very resistant to scratches; however worth while last, because my cat fun up immense play Sly. Delivery was terrible, so took over two and a half months; screening ceased to be updated shortly after the shipment of merchant who was diligent, the carrier is not. Not recommend or return to select China Post registered air mail, it is the second time that happens.
love this item, everything as described, thx
Thanks for ! Everything is fine! A good product for a reasonable price!
overall quality is outstanding!
looks exactly like the pic, no worries!
really impressed with the quality
Class!!! The cat is delighted! Shipping fast. Thanks to the store)))
I was just looking where to buy online. thanks to the seller!
Качественное изделие, отличный туннель)
For my budget, is the perfect solution. This shop rocks!