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.
My came in time. I'm really happy! thank u~
Very good quality, recommended
Kleiner als beschrieben. Und hat einen strengen Geruch. Sonst ist es gut
It's OK. Good backpack, fast delivery
decent Quality
Great quality!! My cat love it!! And the size is perfect for a 8kgs cat
Well constructed, lots of details
awesome, love it! my cats don't mind it (bought 2). comfortable to use, lightweight. so many pockets to put bags, food, water and my own stuff. I took it to the vets who liked how spacious and ventilated it was.
Carrying very high quality, all the seams are made perfectly. On the back to wear comfortably, the cat likes. The only thing that is missing is some cloths for the net for the winter time. Got it all fast
Backpack quality, for our puppy is too big, but, for now 7 months, there is a chance that it will grow. As mentioned in other reviews, the handle is uncomfortable, if you try to take it to put on a backpack, the dog inside rolls down. And in the rest everything is cool, the material is quality. With the handle I will think about what to do. I still have not tried to wear it for a long time, so I can not tell if it will be convenient.
Very nice backpack, with lots of storage and plenty of space for my cat. She loves to travel here much more than in her previous backpack. The only thing I would say is that I expected the base to be a little bit harder. But it still works perfectly, and the color is really nice.
Bulk reliable bag. My 2 cats with a total weight of 7.5 kg are placed, the bag keeps the shape. Wear comfortable
Quality goods, for a CAT 6 kg is a little big. The cat is comfortable.
Good quality, fast delivery. Excellent
I recommend it 100%
Perfect
Very cool carrying. The dog liked, thanks to the store! R. S. The pillow is not included, sewn itself that it would be soft
Great backpack! Went exactly two weeks to St. Petersburg, came with a rug inside, everything is quality, beautiful, and most importantly, the cat is very pleased! I 'd say a little bit of synthetic, but it didn't bother the cat, rose immediately-do not kick out! )) It is oochen huge, spacious, we are still even too big (5 months only) )), but the cat will be comfortable and not stuffy in the summer! The bottom does not sagging even with two cats inside. Highly recommend! Probably the best of competitors! Thank you store!
Beautiful, spacious carrying. Lots of pockets. Opens on top and side. Folds, which is very convenient, because you can compactly remove in the cabinet. Delivery to Moscow about 2 weeks. Kotya is happy :)
Correspondence is excellent! Quality is super! I have a large and tall cat weighing 6,5 kg-got in and still remains a place. I ordered L, it was possible and take less. It came quickly. The purchase is very satisfied. Seller Thank you!
Good quality, fast delivery, recommend!
True to description. My cat loves it. I carried her around the house in it and she lay in it like a queen. She's still young, weighs 3kg.
Not try yet but it's solid
Perfect for large cats and really high quality!
My product arrived in time. Thanks!