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 cat is delighted with them) worn as with living!
Very good toy for cat
Lovely quality, I think 1 mouse was missing from the 2 packages but despite that everything is good. Thank you.
True to the description. Nothing to report.
excelente
The best and favorite mouse cats. Very good quality, there is a brush. Plays, wears in his teeth. The goods correspond to the declared.
I am really thankful to the store for setting such a good price for
Thank you, the cat is happy, but oooochen long delivery
Fast shipping. Probably gonna order more soon because cats always lose them around the house!
my cats love them
Watch out for the raton eyes because they come out and the cat can eat it and get sick
My cats love it!
Everything is fine, it came pretty quickly
Order came in 10 days to Ryazan region! Everything is fine, the purchase is very satisfied and my cats too))
My cats love to play with the ratillas
Мой кот в восторге, спасибо
Très bien; de différentes couleurs 6 rouge 3 jaune & une orangé ! /Elle sont assez petites mais elles sont corrects.
The order was made on December 8, Ukraine came to ukrmail on January 9. The quality is good, though the feathers of the mouse cat torn off in the first five minutes of the game.
The description was pretty accurate, the mouse come in different color and sizes which wasn’t an issue to me. Only down part is I received 9 instead of 10.
Quality liked, but in the package there was some sand, delivery is very fast, well packed, track number was tracked.
much better than a similar one i bought offline
my new is exactly what I expected!
first class item and service!
Mice are wonderful, the cat loves them very much.
Good qulity.