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.
Very soft and light pillow, the dog immediately loved.
let's face it. a brand new is not a something you'd find easily, but the seller did the impossible. great job!
savrseno
Super bed for my small dog. Thank you.
Cool , quality matches the description.
OK
Nicer than the picture
5 estrelas
the material and overall quality of is nice, thanks!
All is OK. arrived in good condition.
Top as in the picture
Good quality and workmanship, product consistent with the description
better than i expected. awesome!
Best webstore ever! happy with my purchase
All right. All right. In the picture it looks better.
Everything is fine, delivery fast, quality on top
A good bed, a cat as long as it pricks to her, looks, as usual, at something new, the quality is excellent, there is no smell
Very fast shipping, as described. I recommend this shop. Thank you very much :)))
It takes quite a while, but it's very good. My kitten is happy.
I expected it a little bigger, but the quality is very good. It's come super Fast
Such a low cost is a good buy, i liked the store a lot
With such a good price for I'm not surprised that it seems to be bought so often
Thank You Very Much. Very cool. Color as the photo.
Sent in 2 weeks
Fully corresponds to the description and photo of the store. Very gentle, fluffy, soft cushion. Seals her very much like :) Got to Israel in 19 days. Bought before the same pillow in our store (more expensive) .., over time, it's no longer as fluffy as I used to stretch it in the washing machine, then she combed the villi .. But still seals love her :) On the last photo for comparison, the same pillow half a year later and after washing. In general, I really like her!