FAQs

Q: What is Your shipping policy?

A: Most items will ship next day except Saturdays, Sundays and Holidays. Delivery time will vary depending upon your geographic location, order date and holiday periods. Some items may be subject to an additional shipping charge due to its weight or size. This is indicated on the specific product page and calculated in the price. Some items can't be expedited due to size, weight or vendor constraints and will only have Standard Shipping available. Some items ship directly from the manufacture.


Q: Can I return an item?
A: Your satisfaction is very important to us. If you are dissatisfied, you may return it for an exchange or a full refund, (excluding shipping and handling fees) for up to 30 days from the delivery date. We will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Returns made after 30 days will not be eligible for refund or exchange. If you wish to return or exchange an item, please email us at: info@maxandplugs.com. The item must be in its original packaging, be unworn, unused, unwashed, in perfect condition, and include the original packing slip. The customer is responsible for return shipping. We recommend that you insure the package and keep the shipping receipt until the credit is issued. Please note, all sales of items purchased on Sale are considered final. Returns of these items will not be accepted. Please Note: Due to standard health regulations we cannot accommodate returns or exchanges of beds, carriers or blankets.

Q: Who is your shipping carrier?

A: We use the most economical carrier based on your total order and location. United States Postal Service (USPS) and UPS are used most frequently.


Q: Do you offer gift wrapping?

A: Yes!  We offer FREE gift wrapping on many items. If the item(s) you purchased are gifts, we would be happy to gift wrap the item(s) and include a note on your behalf. We have a really cute Paw Print wrapping paper so it is great for all occasions and for both the Dog and Cat lovers! Just let us know in the 'Comments' section at check out if you would like your purchase gift wrapped. If you'd like a note included, add what you would like the card to say. We will not include an invoice with the shipment.



Q: Shipping Fees

A: Shipping rates are based on the total weight and dimensions of all items ordered once packaged. We do not pad our shipping nor do we have handling fees. Some items may ship separately.


Q: Will I be charged a sales tax?

A: We will charge sales tax, as required by law, for orders purchased within and/or shipped to California. No sales tax will be applied to addresses in other states.


Q: What are your payment methods?

A: We accept Visa, MasterCard, Discover, American Express and PayPal. You can safely enter your credit card information into our secure server, which encrypts all submitted information via SSL. We do not accept personal checks or requests for C.O.D.


Q: Can I place my order over the phone?

A: No, at this time we do not take orders over the phone. However, our credit card transactions are secure. Your credit card information is protected with a secure SSL Certificate that encrypts all transactions through our site with industry standard secure sockets layer (SSL) technology. Rest assured that both your credit card information and personal information are protected. We never collect or store your credit card information.


Q: Out of Stock Items?

A: If an item or a particular item size is out of stock (and not noted on the product page) you will be notified as soon as possible via email or telephone. If the item is going to come back in stock, you will have the option to wait. If it is out of stock for the season, you may make a new selection or receive a full refund. Back ordered items will be shipped to the customer at the expense of Max and Plugs.


Q: Where did you get the name Max and Plugs?

A: Max and Plugs was inspired by two of our beloved cats, Max and Plugs, who have created a sanctuary of sorts for all the other Kitties who have followed them into our lives. The business was founded with the simple idea of offering exceptional products to enrich a person's pet lifestyle and the promotion of spay/neuter and adoption programs.


Q: How do we contact Max and Plugs?

A: Customer Service hours: Monday-Friday 8:00am–5:00pm (pst).

Email us at: info@maxandplugs.com.

Call us at: 1-877-Max–Plugs (1-877-629-7584)