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.
item was ok finely I received the parcel after 2 months from ordering
Excellent, quality very high
On the dog 7 kg, ordered the size M, everything came up. Quality is good
It came perfectly, the only thing-clothes on rivets, it's not very convenient, Velcro probably would be better, and so everything is super, the dog is happy
Lighter than in the picture. Size smaller than declared
Very satisfied with the order. The size of the waistcoat came perfectly. I have a Yorkshire terrier, I ordered the size s. The size table corresponds to the store's page. The parcel came in half a month. I advise everyone.
The order came in 20 days. Everything is excellent in quality and fully corresponds to the description of the appearance and dimensional table. It came Chihuahua 4 kg. Thank you!
Good quality, super fast shipment from the store. I ordered another one!!
All is OK. arrived in good condition.
Very high quality, beautiful color, took on a Beagle 20 kg size XXXL, a little too big.
Vsetko v poriadku, Som peaceful.
light weight, size M for 7.5 kg dog ( backlength 30 cm..neck 40 cm..chest 46 cm) warm and rainproof, the ONLY thing missing is a hole for a harness. I am anti collar so I use a harness. If they start making both holes I will buy more coats! 10 day delivery
Very very fast shipping!))
The waistcoat is cute, it will suit for early spring. Sewn neatly. I took the size XL for pug with parameters: chest 62, neck 42. We will wear, but straight back to back. When sits down, the stomach is stretched. You can not put a train under the vest. Ideally, another 5 would add. So it is better to take on a larger size, but then on the back will be great... This is my first purchase, delivery and store happy!
Although a fair bit, the fabric have quality. Is hot and very easy to put.
Sizes run too small! Make sure to order couple of sizes bigger. Delivery very slow to North America.
really happy with the , recommend this store!
nice quality for the money paid
Thank you :)
Good quality.
For pincher 3,5kg SZ m goes well in lengths somewhat wide but lovely fluffy and warm!
Color of excellent as the photo, thank you so much!!!
Fast Delivery (15 days). The size is slightly free, but not critical. the dog is happy))
great
Great coat!! I bought it for my Yorki at summer 2020 and I loved it and I bought it for my friends puppies and they all loved it ! Soft, beautiful and great quality ! Recommend!Thanks store!