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 last one arrived today. Thank you
Couldn't find a anywhere but in this store. Nice job!
Cava I like but I do not try with the cat yet
A very good dog carrier
Very cool product. 10 out 10!!
The bag is good, does not bend, but the stink is terrible inside, I do not know how much I will weathered)
Buena calidad. Es el segundo pedido que hago. Bolsa de gran dimension, mis gatitas van comodas. La recomiendo
Ich bin sehr zufrieden. Die Beschreibung passt genau. Es ist ein gutes Produkt. Klare Kaufempfehlung.
The bag is huge, 5 kilograms cat can smooth divorce in it
i'm a happy customer!! delivery and quality amazing!
Good goods and appropriate store! Was shipped fast, quality as the photo. Recommend!
Thanks a lot to store!!
Chic bag. Quality and beautiful.
Excellent!!! I'm very happy with my acquisition!!!
The goods were sent very quickly (a couple of days). The bag is good, but the smell of business Chinese plastic has not weathered for a week. Cats liked it, but because of the smell they stopped entering it, they had to put it on the street (maybe quickly to air). For transport, the smell is not an obstacle. In size, for a regular cat, you could take a smaller bag. The bag took a large one, the sizes correspond. Opens three sides and a cover, the weight of the cat withstands. In general, I recommend. Inside the litter, something Tipo piece of laminate.
Excellent Nora, zveryug like it) sewn qualitatively, Sidewalls made of dense fabric with a lining, soft, foam is not inside. The shape holds at the expense of good ribs of the stiffeners-2 Prut on the upper side, and around the perimeter of the side walls, so I think it will not fall to Bottom 4 plastic legs like suitcases. Inside is a soft litter. Due to the litter keeps the shape of the bottom, without it the bottom is soft, there are very few Velcro on the bottom, so that the litter does not shift. Locks are ordinary metal, carabiners are plastic. There's a leash inside.