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.
muy bien
moc pěkná a kvalitně provedená
Just super, quality at altitude order will not regret!!! I recommend the goods and the store!!!
very very fast, almost 2 weeks
The shipment time and arrival of the goods is fast. The bag is very comfortable, the quality is good. Recommend ..
Very beautiful and good bag for smal dogs
Comfortable, light with removable (fur) bottom for washing. The only negative is the smell. I think he'll be gone with time.
It came quickly, but there was no promised courier delivery. Appearance is good. But not yet used
Took it for a cat. She liked the carrying. Very pleased. The quality of seams and zippers is good. Very fast delivery. Carrying the shape holds, but the rigidity of the side walls would be desirable more.
Thank you for very fast delivery. The goods are very high quality, good. Everything corresponds to the description. Packing is good, nothing is damaged. My dachshund is happy, so are we. To the store and his team the best wishes in the new year. Peace and Health!!!
Very nice for the price, smells weird but I guess the smell will go away. My dog likes it :)
Хорошая сумка, единственное что волнует, нормально ли она в самолёт или большая. Качественная, запах на балконе выветрился.
Excellent carrying, took for Jack Russell 12 kg, fit! The fabric is durable, everything is fine! I am very satisfied, thank you to the store!
Matches the description in full. Gonna order another one soon
super
Very good quality. I got super fast. Thank you very much!
exactly as shown on the site
Good carrying bag. Pros: The material is dense. Nets made of rubberized material, to the touch quite durable. All zippers are in working order. Removable litter with a bottom, you can take out and wash. Of the minuses: all the accessories are plastic. The bottom is made of a thin material similar to a DVP. I think it will not last long, but it can be replaced. I ordered Gray with delivery from Russia, but the store offered or take black or wait for an order from China.
Carrying Super!
The bag is great. Quality is super.
Сумка отличного качества ! Держит форум , качественная , все отлично ! Как на фотографии !
Joli sac
The order came a little with a delay. Packed was just fine. The quality of the materials and the firmware is good, there was a little smell, but then weathered. Hours gone. The bottom consists of a cardboard and a cover on the lock, so it is convenient to wash. The cardboard itself is highly durable and the cat 4,5 kg withstands without problems and does not bend
Excellent. Just like the photo
High quality