Max-bone website ordering Frequently Asked Questions | max-bone – maxbone



Product Info


When will my order ship?

Please allow 2-5 business days for your order to be processed. You’ll receive a shipment notification with a tracking number as soon as your order's package ships.

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

Your order's shipping fee will be determined by the estimated required weight and dimensions to ship the items in your order.

We are pleased to offer standard and expedited shipping for USA orders.

Standard Shipping: $8

Standard Heavy Shipping: $25

For expedited shipping options, you are able to preview the cost of shipping at checkout prior to placing your order.

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

Most orders within the USA shipped with standard shipping are delivered within 2-5 business days from when they are shipped.

Most expedited shipping options provide an estimated delivery time of 1-3 business days depending on the expedited shipping option selected at checkout.

What are your shipping rates for international shipping?

We are pleased to offer shipping worldwide on

Please find our international shipping costs below:

Canada (Standard Shipping) - $25

Canada (Heavy Shipping) - $45

International (Standard Shipping) - $45

International (Heavy Shipping) - $55

How long will shipping take for international orders?

Most international orders are delivered within 7-10 business days from when they are shipped.

Does maxbone cover duties?

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

Can discount codes be combined?

Only one promo code is applicable at checkout per order. For this reason, promo codes for discounts, BOGO, free shipping, max Rewards coupons, store credit and/or gift cards may not be combined.

We recommend placing your order utilizing your preferred promo code.

What if my promo code won't apply to my order?

If you are having difficulties with redeeming a promo code at checkout, please reach out to our Customer Experience team at

If possible, please include a screenshot of the items in your shopping cart and any error messages that appear upon attempting to redeem your desired promo code.

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

What is your return policy?

If for any reason your order doesn't work out, you may submit a return request within 14 days of receiving your order.

All items must be returned unworn, undamaged, unaltered, and unused, with their original maxbone tags attached.

For more information regarding returns and exchanges, please see below:

How do I begin the return process?

For orders within the USA, you may utilize the automated portal at to process an exchange, store credit or refund.

For international orders, please ship your return package to our return address and provide our Customer Experience team with your return tracking information.

For more information regarding returns and exchanges, please see below:

What if my item breaks or becomes damaged?

We stand behind the quality and safety of our products!

We offer a limited one-year warranty on our carriers, beds and walk accessories which covers any manufacturer defects such as stitching and hardware. This does not cover items that have deteriorated due to misuse, chewing/biting, or over time with regular use and wear.

To submit a warranty claim, please reach out to our Customer Experience team at along with your order details and an image or video of the defective product.

Can I add a promo code after my order has been submitted? (I forgot to add my promo code)

After order has been placed, promo codes cannot be applied. The promo or discount code must be entered in the discount box at checkout to receive the current promotion or discount before placing the order.

The promotion ended, can I still use my code?

All promo codes are available for a limited time and while supplies last. Expired codes are no longer valid and cannot be used.

What if I receive my order with incorrect or missing product?

We're sorry to hear this has happened with your order!

If you have purchased MonkProtect insurance, you may submit a claim by visiting

For orders that do not have MonkProtect insurance, please reach out to our Customer Experience team at

What if my order's package is lost in transit or arrives damaged?

We're sorry to hear this has happened with your order!

If you have purchased MonkProtect insurance, you may submit a claim by visiting

For orders that do not have MonkProtect insurance, please reach out to our Customer Experience team at

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 We’re happy to help!

How to measure your pet

In order to determine the best size and fit for your pet, we always recommend measuring them for their neck girth, chest girth, back length and chest length. To do so, you will simply need a measuring tape or string and ruler.

  1. Neck: Wrap around and measure the circumference of your pet’s neck at the widest point. Typically at the base of their neck where their collar would sit.
  2. Chest Girth: Wrap around and measure the circumference of your pet’s chest at the widest point. Typically just behind their front legs.
  3. Back Length: Measure the length from the base of your pet’s neck to the base of their tail. Remember to stop a few inches above their tail to avoid discomfort or soiling of garments.
  4. Chest Length: Measure the length from the base of your pet’s neck to the widest part of their chest. You may use the area where the Chest Girth measurements were taken as a reference on where to stop measuring.

Please note that sizes may vary depending on the product. Once you have obtained the necessary measurements, we recommend referring to the sizing chart and measurement specs on the specific product’s page you were interested in. 

For additional sizing and measurement references, please find some of our models and their sizing below:

How long do mb eats freeze-dried product last once opened?

Please store bags in a cool, dark place (like a pantry). We use no preservatives in any of our products. Once a product has been opened, we recommend consuming within 30 days.

How are your recipes formulated? Do they meet AAFCO standards?

Our recipes were formulated by a Ph.D. veterinary nutritionist and evaluated by a team of veterinarians. Our recipes are complete and balanced for all life stages according to the nutritional levels established by AAFCO.

Where do your meats come from?

The meats for mb eats raw dog food products are raised without added hormones or antibiotics. We are proud to source U.S.A. farm-raised, pasture-fed, free-run, and wild-caught ingredients.

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 about a specific product, please contact our Customer Experience team at

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 seasonal items, we cannot guarantee they will be restocked.

For any products currently out of stock, you may visit the product's page, select your desired size and color, and select the Notify Me option. You will receive an e-mail notification once the product has become available on

How do shipments work?

We ship meals on a recurring, but flexible basis to ensure you never run out of food or have more than needed! When it comes to subscription, you're in control. you’ll have the ability to adjust deliveries at any time on our customer portal. We'll also send you a reminder email 3 days in advance of upcoming shipments, and a confirmation email with tracking information once an order processes – no surprises here.

How can I manage my subscription or cancel my account?

You may adjust the products, quantity, frequency, billing, shipping and/or place a rush order in your subscription by logging in to your customer profile and accessing the Recurring Subscription tab.

Pink turkey treat bag with heart shaped dog treats
brown heart shaped dog treats on pink background

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