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.
The bag is fine, I loved it, the only thing I received without the big handle, so I can't hang it on my shoulder. I hope the store sent it to me.
Delivery was in two days. Super. quality good dog liked.
Carrying very quickly came, good quality
Very high quality
I liked everything.
Everything is super
What you need in stores is much more expensive
Super, thank you so much!
Arrived in 5days. very good quality and perfect dizer for a cat (under 5kg).
Totally recommend this bag. Quality is great and looks very comfortable. Also I ordered it on 1st of April and received it on 14th. I am very satisfied!!!
Not particularly happy with the bag. When the dog was placed in the bag, all the walls were lit, the bag lost shape. Inside the mat there is a tight gasket, the cat is removed, I'll try to put a more rigid gasket there.
Great Carrying! Quality at the highest level! Thank you!
Thanks for fast delivery and good quality of my new !
Lovely cat basket.
хорошая переноска , держит форму , покупайте не пожалеете! Моей собаке понравилось , мы брали для перелёта на самолёте, всё отлично подходит!
Prekė kokybišką 5/5
Finally our transfer came, the delivery was delayed, waited 2 months. But the store was in touch, and promptly answered the SMS. Carrying can be said chic, I will not list all +++++++ there are already many reviews about them, very pleased that there are no extraneous smells. I was pleased with the purchase, I recommend carrying it.
very good item and fast delivery
Very good bag, sewn neatly. The bottom is reinforced with a thin plywood + soft litter made of artificial fur. The Nets are dense, the quality is very good. The size corresponds to the declared for Jack Russell terrier 7.5 kg just right. Seller and recommend!
The medium size is not for 8 kg or less, my dog makes 6kg and does not fit with which I feel cheated and need it to travel. A mistake for me that wouldn't have to happen. Very bad purchase
Good bag
The bag is amazing! I really love it, my cats feel comfortable in it and I can carry them easily to the vet when needed.
was delivered in 2 weeks. The quality is good. Recommend.
Quality item, received in Belgium in 10 days only. The product is comfortable for the dog, a dwarf teak. Do not hesitate, this article is worth it, thank you!
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