FAQs
Orders & Shipping
Max & Milo ships everywhere in Canada. Domestic orders over $75 qualify for free shipping — except Nunavut, where a $150 minimum applies.
We currently don’t ship to the U.S. or International from our website.
Due to recent changes in international trade regulations and tariffs, we’ve made adjustments to ensure a smoother shopping experience for our valued global customers.
For now, all U.S. orders — or any International orders — can be placed through our Etsy Shop. Etsy helps us handle cross-border orders more reliably, so your pup’s gear arrives safe and sound.
Free standard shipping is available for all domestic orders over $75, or through active promotions.
*For orders shipping to Nunavut, free shipping applies on orders of $150 or more.
When choosing your shipping option, rates are calculated at checkout based on your location and preferred delivery speed.
We’ll do our best to accommodate any change requests, but we can’t guarantee updates will be made before your order ships.
If your order is being shipped to the wrong address, please email us at [email protected] as soon as possible so we can correct it before fulfillment.
Once your order ships, you’ll receive an email notification, which will provide a link to order tracking details. Occasionally, the carrier takes 1-2 business days to provide tracking info once your order ships. If you still have questions, reach out to [email protected].
Returns & Exchanges
Unused or unworn items can be returned within 21 days of the order date for a refund, or exchanged within 30 days of when the order was placed.
To initiate a return or exchange, please email us at [email protected] with your order number and details about your request.
At this time, personalized items are final sale and cannot be returned or exchanged.
All returns and exchanges are subject to a $5 restocking fee.
Returns or exchanges outside of the standard policy may be accepted at our discretion.
Orders of $300 or more are considered final sale and are not returnable.
For wholesale or large non-wholesale orders, contact us at [email protected].
Exchanges are easy!
Any unused or unworn items (that are not pre-ordered items) can be exchanged within 30 days – contact us at [email protected] to initiate the process.
All returns and exchanges are subject to a $5 restocking fee.
Easy! Unused items can be returned or exchanged within 30 days of purchase.
For exchanges, contact us at [email protected].
Or to initiate a return, contact [email protected].
Personalized/Customized items are final sale.
However, if you are having trouble with personalized item(s), please reach out to us at [email protected] as soon as possible. Our team will evaluate the situation.
Note that it is at our team’s discretion to accept returns or exchanges involving personalized item(s). All returns and exchanges are subject to a $5 restocking fee.
We’ve put a lot of care into designing long-lasting essentials — that’s why we offer a 1-year warranty on all our products.
While normal wear and tear is expected (especially with pups in the mix!), if your item is damaged due to a manufacturing defect within one year of purchase, please contact us at [email protected] to review our warranty policy.
We do not accept returns or exchanges for items that are dirty or damaged by dogs.
If you received the wrong item, or your product broke unexpectedly, we’ll be happy to investigate the issue to improve our products and ensure your satisfaction. Contact us [email protected].
Payment Methods
We currently accept Visa, Mastercard, American Express, Discover and Paypal.
Wholesale
If you are interested in purchasing our products wholesale, please feel free to contact us.
