FAQs

SHIPPING

Please note updated processing and shipping times below due to the impact of COVID-19. The safety of our team and customers is our top priority. We’re monitoring the situation very closely and working with our fulfillment partners to ensure they’re taking all necessary safety precautions.

We are working diligently to get all orders processed and shipped as quickly as possible.

Where does max-bone ship?

Max-bone is proud to ship worldwide!

When will my order ship?

Due to the impact of COVID-19, shipping and processing times have been delayed. Please allow 1-4 business days for your order to be processed. You’ll receive a shipment notification with a tracking number as soon as your package ships.

What are your shipping rates for shipping within the U.S.? 

Our standard shipping rate is $8.

How long will shipping take within the U.S.?

Standard shipping is via UPS Ground or USPS Priority Mail and will be received within 5-10 business days. You will receive a shipping notification email that will notify you of the carrier and tracking options.

What are your shipping rates for international shipping?

Our standard shipping rate to Canada is $25. Our standard shipping rate anywhere outside the US or Canada is $35. Our heavy shipping rate to Canada is $45. Our heavy shipping rate anywhere outside the US or Canada is $65.

How long will shipping take for international orders?

Due to the current global impact of COVID-19, standard shipping times have been extended to 12-22 business days. You will receive a shipping notification email that will notify you of the carrier and tracking options.

Does max-bone cover duties?

Max-bone does not cover taxes or duties for international shipping. The customer is responsible for any additional fees required upon delivery. More information on duty and tax requirements can be obtained by contacting your local customs office or tax agency.

 

BILLING

What payment methods do you accept?

We accept most major credit cards and Google Pay. We also offer payment via Klarna to buy now and pay later with no interest or fees. All payment is collected via Shopify Payments.

What can I do if my payment is declined?

Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s details - security code, expiration date, and billing address – match what you’ve entered into our system. If you’re still having difficulty, it’s best to check with your card issuer before trying again. If none of these apply, please contact info@maxbone.com. We’re happy to help!

GIFT CARDS

How can I redeem my gift card?

After you’ve added items to your cart and proceed to checkout, enter your gift card info into the “gift card or discount code” section to apply to your order.

Can I purchase a gift card through your website?

Yes! We offer virtual gift cards through our website. They are sold in specific increments of $25, $50, $100, $200 or $300. The gift card will be sent to the email entered at checkout. If you wish to purchase a gift card for a custom amount, please contact us at info@maxbone.com.

PRODUCT

How can I find out more information about a product?

You can learn about all of our products on their individual product pages. If you have additional questions, please contact us at info@maxbone.com.

How can I determine what size to purchase?

Check out our size guide here where we provide recommendations per breed as well as specific measurements per size. We also have additional sizing info on some of our individual product pages. If you need any additional help, please don’t hesitate to reach out to us at info@maxbone.com. 

The item I want is sold out, is there anything I can do?

We try to keep our classics in stock year-round. For our more seasonal items, we cannot guarantee they will be restocked. You can however visit the product page of any sold-out item, select the size and color, and enter your email address to be notified when/if the product becomes available again.

RETURNS

What is your return policy?

We accept returns on items within 14 days of receipt. Items must be unworn with all tags attached. Items that are damaged or soiled may not be accepted and may be returned to the customer.

How do I begin the return process? 

We’re sorry you didn’t love your max-bone product! We process our returns via Returnly. Click here to begin your return process. Enter your email address, select the items you would like to return, get a refund confirmation and send it off when you can. Please note that the buyer is responsible for cost of shipping on returns. Exchanges are free of charge within the USA. 

How do I return an item I purchased via Klarna?

Please contact us directly to help facilitate any return that was paid for using Klarna. You can reach out to us at info@maxbone.com.

What if I want to return an item that falls outside of the return policy?

If you wish to return something outside of our 14-day window, please contact us directly and we will try to help in any way we can. If we are able to take the item back, it will be refunded in the form of a store credit.

What if my item breaks or becomes damaged?

If your item breaks or becomes damaged due to a defect, we are happy to replace it or offer a store credit. If your item becomes damaged through normal use, we are unable to take this item back.

 

CONTACT US

We love hearing from our customers! Our customer service team is available Monday-Friday from 9am-5pm PST. If we miss you, we’ll get back to you within the same business day. If after hours or weekends, we’ll get back to you first thing the next business day.

info@maxbone.com

(323)601-5900