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.
Basket very soft and good quality even if a little finer than I thought. The size is good and sufficient for my Golden/labrador retriever. Only big downside is that my package was missed and instead of arriving in ten days as promised and well before Christmas but arrived on January 4. The store is very responsive.
My dog loves and the product took a dozen days to arrive in France, really very fast.
It's not worth your money. Puppy 3 months. The mat is very big.
perfect as always with this store , super fast delivery and the product is as decribed. My dogs love it!
Broke in a day
Complies with the description. Ordered x2. Use only one for now. My dogs adopted it immediately
A good bed, half-year-old Cane Corso fits. We need to come up with non-slip pieces on the bottom. A big plus-it's easy to wash and stick in the washing machine. Delivery to Moscow ~ 2,5 weeks
with or without a discount is freat value for money
It looks of quality. Not very fluffy, the right size and super fast shipping
Super-quality cushions. no smell. the color is super beautiful and saturated
The mattress is good, appreciated so far only, cats))) although the size for them is too big)))
Excellent
genial!
Very comfortable. My dog loved it!
Perfect, it's very big as you wanted, shipping has been fast and looks good quality
Well, just super! You can sleep on it yourself.
Huge bad nice quality, opened it up at my dad’s house so there is no pics of my dogs on it
Excellent quality of product! Advise this store :)
The store was very friendly and professional!! The was all exactly as described, the quality was excellent! Shipping was very fast! I highly recommend this shop, I will definitely buy again! Thank you so much!
Superb !
Thank you
I thought it was smaller, but I love it very soft
Заказ пришло очень быстро, и лежанка очень большая
thanks to the store! the quality of is great!
I ordered the largest size, everything came up, the quality is satisfied))) the dog is happy))