RETURN POLICY
If you are not entirely satisfied with your purchase, you may submit a return request for refund or exchange within 14 days of receiving your order.
All items must be returned unworn, undamaged, unaltered, and unused, with their original maxbone tags attached and the original packaging included. All orders containing promotions must abide by the promotion's policies and requirements.
The following items are not eligible to be returned:
- Grooming Items
- Treats
- Gift Cards
- Food Products
- Gift Sets
- All free items from BOGO promotions
Please note: for any returns or exchanges of the GO! With Ease Bundle / Hazel Leash Bundle, all items from the bundle must be included in your return package. We are unable to process returns or exchanges of individual components from the GO! With Ease Bundle / Hazel Leash Bundle.
Please note: Items that have been purchased as part of a clearance sale and/or that have been marked as Final Sale may not be returned or exchanged.
maxbone reserves the right to reject any returned product that does not comply with the above stated return policy. Rejected items will be sent back to the original shipping address at the customer’s expense. In order to avoid this, please reach out to our friendly Customer Experience team to address any issues or concerns you have regarding the item(s) you wish to return.
COVID-19
We understand you may not be able to arrange a return within the allotted time frame as a result of your local public health regulations. In such cases, maxbone will be flexible in accepting late returns. Please reach out to our Customer Experience team as soon as possible so we may be aware and assist in processing your late return.
RETURNS - HOW TO
To initiate a return, please submit a request for a Return Merchandise Authorization (RMA) via our online portal, Returnly, by clicking here: max-bone.returnly.com
Alternatively, you can contact our Customer Experience team to assist you with the return process.
Please follow this step-by-step guide to complete your request:
Step 1 - Locate your order by providing the e-mail utilized to place your order and/or your order number.
Step 2 - Select the item you wish to return and one of the reasons available from the drop down menu.
Step 3 - Leave a note in the comment section with any feedback or special instructions.
Step 4 - Submit your request and retrieve your return shipping label.
Please include a note within your package containing your Order Number and stating your desired Return to avoid any processing delays.
Once it has been delivered, please allow 10-14 business days so our team may process your return package. Once the returned items have been inspected and approved, maxbone will issue a refund to the original payment method and a confirmation e-mail will be sent to you. Refunds are typically reflected within 5-10 business days of being issued. However, your financial institution may require additional time to process your refund.
Please note that your return shipping label fee is deducted from your refund. You are able to preview the cost of the return shipping label on Returnly. If you wish to mail your return with the shipping courier of your choice, please reach out to our Customer Experience team so we are aware of your incoming package, and provide the tracking number.
EXCHANGES - HOW TO
To initiate a return for an exchange, please submit a request for a Return Merchandise Authorization (RMA) via our online portal, Returnly, by clicking here: max-bone.returnly.com
Alternatively, you can contact our Customer Experience team to assist you with the return process.
Please follow this step-by-step guide to complete your request:
Step 1 - Locate your order by providing the e-mail utilized to place your order and/or your order number.
Step 2 - Select the item you wish to return and one of the reasons available from the drop down menu.
Step 3 - Check off the box requesting an exchange and leave a note in the comments section specifying the item and size you wish to exchange for.
Step 4 - Submit your request and retrieve your return shipping label.
Please include a note within your package containing your Order Number and stating your desired Exchange to avoid any processing delays.
Once it has been delivered, please allow 10-14 business days so our team may process your return package. Once the returned items have been inspected and approved, maxbone will fulfill the requested exchange and a confirmation e-mail will be sent to you. If your requested exchange is not available, our Customer Experience team will communicate this via e-mail.
We offer complimentary exchanges within the USA. Please note that we are only able to offer one exchange per order. If you are experiencing sizing issues consistently, please contact our Customer Experience team for assistance with a sizing recommendation.
INTERNATIONAL RETURNS
International customers are responsible for covering the cost of the return shipment and all related fees. maxbone is unable to offer direct exchanges on International orders. We ask that you return the merchandise for a refund and place a new order for the preferred item(s) at your earliest convenience. We recommend utilizing your preferred local shipping courier and insuring all packages with a tracking number.
Please reach out to our Customer Experience team to inform us of your incoming return package, and if possible, please provide your tracking information for reference.
Please send your return to:
MAXBONE
ATTN: RETURNS
6710 E North Belt Rd
Las Vegas, Nevada 8911
Once it has been delivered, please allow 2-5 business days so our team may process your return package. Once the returned items have been inspected and approved, maxbone will issue a refund to the original payment method and a confirmation e-mail will be sent to you. Refunds are typically reflected within 2-4 business days of being issued. However, your financial institution may require additional time to process your refund.
Please note: shipping fees and import duties/customs taxes are non-refundable.
