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.
Cat really liked it!!!! Thank you!!!
Very high quality, exactly sewn. Looks expensive. Zippers are good, not tight. Dogs with zippers are iron. Carabiners are plastic. Delivery in time. Tracked at all stages.
I ordered on January 15, an order for mail in Samara on January 26. The quality is excellent. The product and the store is highly recommended.
Omg just beautiful
probably the cheapest online. glad i found the store!
Very well made !
I did my best - savings for didn't go in vain. Quite happy with the purchase
The bag is great. For a large cat 7 kg spacious. The quality is excellent, the seams are neat. There was a smell, but it was gone for a couple of days. Recommend.
Amazing beautiful bag
Smells like chemistry, threw it on the balcony for ventilation. Large, roomy, for 7-month Maine Kuna-more than free ..
Very cool bag. I bought the second one for the second dog. Thank you store!
thanks a bunch!
Strongly stinks of Chinese chemistry, there are no complaints to the store.
Comfortable, reliable bag.
Отслеживалась хорошо, качество отличное
Perfect!! The is exactly the same as the picture, the quality is amazingly good, 100% recommend it!
3 weeks. I loved it!!!! It's the bag of my dreams for my little Chihuahua.
There are really friendly customer service. I had a lot of questions and it all was answered. I recommend buying here! Definitely!
with or without a discount is freat value for money
Bag fire, large did not expect, took the largest, conveniently folds, well stitched
The order was made on March 2 came the goods to the store Pyaterochka on March 11. Carrying Super. The only thing is the smell, but I think it will fade. Parameters all match, same as the store. Lightning all in working order. And most importantly, the Lord seemed to like it. To the seller many thanks for the good quality of the goods and for the fast delivery.
Bought for two toychikov for 2,200 kg. Well suited, but while in shock. The bag is large and heavy enough. The order came instantly to stop.
a great one. highly recommend
I have received fast. I liked a lot and my pet too. I had to pay taxes, but the price is better that in Brazilian store. I really recommend it.
Carrying is good, quality. There was a smell from the net, but it was gone. Delivery is fast, just over 2 weeks.