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 nice and relatively fast shipping.
Smaller than expected but certainly nice
The toy arrived very fast, in a month, comparing to other stuff during lockdowns. It looks good, soft toy with ropes. But my dog is a chewing dog, so after 10 min of enjoying the ropes became a mess. But all the rest is still in a good shape. Like the toy very much.
Super funny thing. Quality not super firm. Trektouwen fall little against, had stronger may have been
Excellent food toy! From the first lie loved the baby dog It came quickly! Quality is fire Recommend!
came very quickly, for two weeks. Thank You!!
Very cool octopus. Like in the picture. We will play with the dog
The toy is very good quality, no smell, inside one pishalka, very fast delivery
Thanks to the free shipping option, I saved quite a lot on the purchase and made a good deal
super
mon chien l'adore
Ha llegado muy rapido, es exactamente igual a la foto, es muy bonito pero para mi cachorro de labrador es muy blandito el primer dia lo rompió, lo recomiendo para cachorros de razas mas pequeñas
Discounted or not, is a lovely purchase. Totally as described, 100% true to the picture
Great, our little Westie adopted it right away. Very nice and sweet, Ereen the walk everywhere. It remains to monitor the resistance in the time of the ropes.
Отличная игрушка с пищалкой внутри, очень мягкая, подойдёт для собак маленьких пород. Доставка быстрая, продавца рекомендую!
Beautiful, according to description
Wow, it actually amazing. I highly recommend it!
Toy as in the photo, the puppy has not yet been given-a gift for the new year))
a nice one. will come in handy
Received rather quickly. Great quality!
Very nice, very nicely finished. I am glad.
It looks amazing! Thanks :-)
We like
My son find this one and broke it (the rope) in 2 minutes only!! 5$ for 2 minutes... Cute but not made harder for a dog, sûre.....
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