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.
Got only orange and red.
oky
We order these mice often, but this time only in one mouse cracks the rattle and Koo reacts to the noise of only one mouse.
I completely satisfied with the product. Thank you for the great customer service!
Mice went for about 3 weeks, delivery ukrpostom)) 10 pieces came, the cat is delighted-it drives the mouse and nyavchit))
nice
Отличные мышки. Котята их просто обожают. Беру не в первый раз. Быстрая доставка.
perfect! our cats favourite toys
great! i always order these because our kittens love these, and we lose lots of them because they hide them- i would recommend
Cat in delight
Came mice of the same color
Товар не пришел. Продавец вернул деньги.
The order was received, the cat is satisfied. Thank you.
ok
super ! not that expensive but the quality really good!
Best webstore ever! happy with my purchase
it's most likely the cheapest in an online store. happy with the order!
Very nice! My cats are happy, thanks to the store!
The goods to St. Petersburg before went a month. I liked the goods very much. Mice are bright, inside the rattle. Cats play well with them. I advise the goods and the store. I order not the first time from this seller.
this is a fairly good price for , i dare say. given that the quality is superior, this is really a bargain
bien
Mouse have be colorful and future all in one color
Mice are good, the cat appreciated Delivery fast, store Thank you Recommend
Bought on sale, never regretted the purchase
The goods did not come, the store returned the money.