Legal
Shipping, Return and Refund Policy
Scope of this policy
This Shipping, Return and Refund Policy applies to every order placed through any online storefront owned and operated by MAXM BRANDS LLC ("Maxm Brands", "we", "us"), a limited liability company registered in the State of Wyoming, United States, with its registered office at 30 N Gould St Ste N, Sheridan, WY 82801, USA.
It forms part of our Terms of Service and is presented to customers before checkout is completed. Where an individual storefront publishes terms that differ from this policy, the storefront's published terms govern that order and will be no less favourable to the customer than the terms set out here.
Billing descriptor and merchant of record
MAXM BRANDS LLC is the merchant of record for orders placed across our storefronts. Card and bank statements will show a descriptor in the form MAXM BRANDS followed by an identifier for the storefront where the purchase was made.
If you do not recognize a charge, contact us at contact@maxmbrands.com with the transaction date, amount and last four digits of the payment method before initiating a dispute with your bank. We will identify the transaction and, where a refund is due, process it directly. This is almost always faster than a chargeback.
Order processing times
Orders are reviewed and processed within 1–2 business days of successful payment authorization. Business days are Monday to Friday, excluding United States federal holidays.
Orders placed after 2:00 PM EST, or on a weekend or holiday, begin processing on the next business day. Orders flagged by our fraud and address-verification checks may take up to one additional business day while we confirm the details with the cardholder.
You will receive an order confirmation email immediately after payment, and a dispatch confirmation with tracking details once the order leaves our fulfilment partner.
Delivery times and destinations
Standard domestic (United States) orders arrive within 3–7 business days of dispatch. Expedited services, where offered at checkout, arrive within 2–3 business days of dispatch.
Delivery estimates are calculated from the date of dispatch, not the date of order, and exclude weekends and holidays. Estimates are provided in good faith by our carriers and are not guaranteed delivery dates. Carrier delays, severe weather, and customs inspection are outside our control.
Where a storefront ships internationally, the destinations served, applicable transit times and shipping charges are displayed on the product and checkout pages before payment. The recipient is the importer of record and is responsible for any customs duties, import taxes and handling fees levied by the destination country. These charges are not collected by us and are not included in the price paid at checkout.
Shipping costs
Shipping charges are calculated at checkout based on destination, service level, and order weight or dimensions. The full amount payable — product price, shipping, and any applicable sales tax — is itemised and displayed for your review before you authorize payment. We do not add charges after an order is placed.
Digital products and services
Where a storefront sells digital goods or fixed-scope services, access is delivered electronically to the email address provided at checkout, or made available in the customer account, immediately upon confirmed payment. If access has not arrived within 24 hours, contact contact@maxmbrands.com and we will resolve delivery or refund the order in full.
Returns and cancellations
Cancellation before dispatch. Any order may be canceled for a full refund at any time before it has been dispatched. Email contact@maxmbrands.com with your order number; if the order has not yet shipped we will cancel and refund it in full.
Returns after delivery. Physical goods may be returned within 30 days of delivery provided they are unused, in resalable condition, and in their original packaging with any seals intact.
Digital goods. Digital products may be refunded within 14 days of purchase where the product has not been substantially downloaded or accessed, or where it is defective, materially misdescribed, or non-functional.
Services. Fixed-scope services may be canceled for a full refund before work commences. Once work has begun, refunds are pro-rated against the work delivered to the date of cancellation.
Items that cannot be returned
- Perishable goods, and personal care or hygiene items where the seal has been broken
- Custom, personalised or made-to-order items, unless faulty or incorrectly supplied
- Gift cards and promotional credit
- Items returned more than 30 days after delivery
These exclusions do not affect your statutory rights in respect of goods that are faulty, damaged on arrival, or not as described.
How to request a return or refund
- Email contact@maxmbrands.com with your order number, the items concerned, and the reason for the return. Photographs are helpful for damaged or incorrect items.
- We acknowledge every request within one business day and, where a return is approved, issue return instructions and a return address.
- Ship the item back using a tracked service and retain proof of postage.
- We inspect the returned item within 3 business days of receipt and confirm the outcome by email.
Return shipping is paid by the customer for change-of-mind returns. We pay return shipping, and refund the original outbound shipping charge, where the item was faulty, damaged in transit, or not what was ordered.
Refund method and timing
Approved refunds are issued to the original payment method only. We do not refund to a different card, account or payee.
Refunds are submitted to our payment processor within 3 business days of the return being approved or the cancellation being confirmed. The funds typically appear on the customer's statement within a further 5–10 business days, depending on the issuing bank. We have no control over the issuer's posting time.
Partial refunds may be issued where a returned item shows use beyond what is necessary to inspect it, or where parts or packaging are missing. We will explain any deduction in writing before it is applied.
Lost, delayed and damaged shipments
Report shipments that arrive damaged within 7 days of delivery, with photographs of the item and outer packaging. Report shipments that have not arrived within 30 days of dispatch.
We open a claim with the carrier and, at the customer's election, either replace the order at no charge or refund it in full. We do not require the customer to pursue the carrier directly.
All reports should go to contact@maxmbrands.com.
Contacting us
Questions about this policy, or about a specific order, should be directed to our central customer support team:
- Response time
- Within one business day
- Support hours
- Monday – Friday, 9:00 AM – 5:00 PM EST
- Postal address
- MAXM BRANDS LLC, 30 N Gould St Ste N, Sheridan, WY 82801, USA