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.
Nice product, very compact. Good finish
My came in time. I'm really happy! thank u~
Very good all good store, recommended
Great product! Safe, solid and good size. Love it!! The sneller is very helpful and answers questions very fast. Great store!
It’s perfect. I love it. Durable and of good quality. Worth it
Got it very fast! Love the bag!
The transfer is very cool and big) no heat or marriage we found was not. The cat in it is very comfortable, and it is convenient for us to carry it. But we took skill. Now the cat weighs 3 kg, the carrying under it does not bend. The description is completely the same. Came earlier than the deadline, which at all wildly pleases. Light smell of plastic from it is, but just like a new thing) nothing criminal) after a while it will completely fade In short, I advise everyone! The cat itself enters there) from the inner bed in general so much delight was that he sucked it immediately became)
is awesome, you have my 100% positive feedback
probably one of the best deals i made. thanks to the store!
Nice bag. Large, spacious.
Классная сумка.
Delivery was super fast. I am verry happy with this bag. Feels firm. I haven’t tried it yet wit a pet because im going to take my kittens home in 4 weeks :)
I took a big one, for a kitten 4 months huge, there will be two more. For a cat, probably worth taking a smaller one. Quality at altitude.
Received in France in 16 days. It is better to be present during delivery because it does not fit in the mailbox. The item is just packed in its plastic bag, but it arrived in perfect condition. After a thorough examination, we did not detect any defects, it is totally in accordance with the description. Slight smell but that quickly faded and did not bother the cat! The bottom is removable for washing, there is a thin plywood plate and a small foam inside, a priori sufficient to support the weight of our cat (6,5 kgs).
Great! Very accurate!
Great product Arrived very fast, N had to pay fee Recommend
Well sewn, the cat first ran out of it, then came down. Minus-while strong smell.
Carrying very high quality, durable material, soft removable litter inside. Also there are three outputs, which allows you to get a seal from where it is convenient. Inside there is a short leash, it is attached to the harness or collar of the pet, so that it does not run away from carrying, when you open it. In general, 10 out of 10.
I love it! Very large (L)
probably the best online - I mean, you often can't even find anything of corresponding quality in offline stores
it's really resonably priced, and the store offers a great service.
Perfect, thank you ! The dog love this product!
The quality of the bag is great! I recommend it to everyone. Seller well reply!
I think it's great my cat is going to freak out. Very padded and very good packing. Fast shipping.
Bag Super!