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 product arrived in time. Thanks!
To Moscow in 8 days. Received in the branch of Sberbank, very quickly and without a queue. Pepenoska is good. Kind presentable, the seams are neat. Carabiners on the strap are plastic with a metal latch. The smell is weak, I think it will fade quickly. The Nets are good, the whole bag is perfectly ventilated. Recommend.
It's just like the photo, pretty happy with the order and hasn't taken long
I brought the courier on the third day. Carrying is excellent, does not deform, the bottom is hard, in the seams around the perimeter is sewn a wire or something similar, in order for the frame to hold the shape. The mesh is rubberized, quite durable. There are small pockets, one on Velcro, the second is just a mesh. I did not understand just for what the fasteks (fasteners) on one of the sides (the first photo).
Okay, as in the description
Внешне сумка соответствует описанию, в сборе выглядит очень симпатично. Одна узкая сторона служит "дверьми", вторая "окошком". Сверху ещё одна сетка- окошко. Материал качественный, ручки хорошие, "матрасик" с искусственным мехом. Запах выветривается за несколько дней на балконе. Недостатки: "ребрами жесткости" по стороны сумки служит змейка, первый раз и пока "не расходится" закрывать/открывать змейку надо особенно осторожно, иначе можно вырвать звенья. На стандартную таксу была взята сумка большего размера. По высоте и длине она достаточна. Но сумка не выполняет свои заявленные "до 13 кг". Под нашими 6,7 кг сумка на весу и на чемодане просто сложилась, что хорошо видно на фото. Внутри сумки вкладывается дно для жестокости, внутри которого тонкий пластик. Возможно поможет его замена на фанеру. Пока же сумкой разочарована - она покупалась носить собаку на весу, а не на полу держать.
Very good!
Very nice bag. Nowhere does the thread stick out. Good seams. There is a small foreign smell, but should soon disappear