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.
Product received quickly and in excellent condition.
Maybe I would have taken one size less for my 4Kg cat.
Exact measurement, excellent quality and this super Enchanted
Everything is fine. delivery is fast. I recommend the store.
super taille 70cm pour un chien de 10kg.
Came very quickly. very satisfied.
Very satisfied and nice quality.
Quick delivery! Good quality. The dogs love this cozy beds!
The bed looks cool, but unfortunately the cats are not appreciated and do not want to lie in it and especially sleep. I 'd even say they're afraid of her. Very strange. Maybe she smells bad for them.
Very good quality
Quality of product even better than expected. I totally recommend this store!
It's the same as the one in the photo, but I share the opinion of other buyers, it wouldn't be bad if I came with some more stuffing. Still, perrete loved it, it's very sweet to the touch.
Wonderful, I took 60 cm. Immediately in washing machine wash and not lose hair.
Perfect, measured and color, it's very fluffy and it's taken less than 48 hours to arrive, I'll buy again!
Very fast delivery (10 days). Good quality item, very soft. Perfect size for my cat. Doesn't smell so good out of the packaging, I put a blanket over it to reduce the smell a bit
Nice bed. Dog like
Not as fluffy as expected and a seam was missing in the construction, so it flopped a bit.
Wow!!!!!! Invited 2 it's really really fast within three weeks invited now already another one!!!!!!!!!!!!!!!!!
Fast delivery and whole beautiful basket. Soft comfy. Our dog there is very happy with it!
Very happy everything perfect thank you very much
my dog love it, thanks size m for white 3 kg
Not high as that looks like in the picture.
Super niche very comfortable very nice color
The bed is too big, although I measured the dog and also consulted with the store before ordering