How do I contact you?
Email us anytime at support@maxxiestore.com - we aim to reply within 1 business day.

Do you have phone or live chat support?
Not at the moment - email is the best way to reach us. Mark your message as urgent for quick help.

What are your products made from?
We use durable, pet-safe materials like nylon webbing, stainless steel clips, and eco-conscious fabrics.

Do your products come with a warranty?
Yes! Contact us within 30 days if you find a fault due to manufacturing or materials.

What payment methods do you accept?
We use Stripe to process payments, which accepts a vast amount of payment types.

Can I change or cancel my order?
If your order hasn’t been shipped, contact us ASAP at support@maxxiestore.com and we’ll do our best to help.

Can I add something after I’ve placed my order?
Possibly. If your order hasn't been packed yet. Email us with your order number and request.

Do you offer gift cards or discount codes?
Yes! We offer digital gift cards and regular promos. Sign up to our newsletter to stay in the loop.

How long does delivery take?
Orders are dispatched within 1–2 business days. Standard delivery takes 2–16 business days.

Can I track my order?
Yes! You’ll receive tracking details by email once your order ships.

Do you offer international shipping?
yes to New Zealand, special requests are available for other countries.

What if my parcel hasn’t arrived?
Check your tracking link. If it’s delayed or lost, contact us and we’ll follow it up with the courier.

Can I change my address after dispatch?
Unfortunately not once dispatched, address changes aren’t possible.

What if my parcel is returned due to a wrong address or non-collection?
Re-delivery fees will apply. If you prefer a refund, original shipping costs will not be refunded.

What if I ordered the wrong item, size, or colour?
We’re happy to offer an exchange or store credit if:

• The item is unused, unwashed, and in original packaging with tags

• You contact us within 5 days of receiving your order

• Proof of purchase is provided

• Item is not on final sale or used (for hygiene reasons)

How do I request a return or exchange?
Email support@maxxiestore.com with your order number and request.

How do exchanges work?
Once we approve your return, we’ll ship the replacement to your provided address.

Customer is responsible for the return of item.

Exchanges will only occur once the returned item is received.

What if I receive a faulty or incorrect item?
We follow Australian Consumer Law and will refund or replace items with manufacturing faults or shipping errors.

How do I report a faulty item?
Email support@maxxiestore.com within 5 days of delivery, including your order number and photos.

When will I receive my refund? Refunds are returned to your original payment method. Timing may vary depending on your bank.

Who pays for return shipping?
You’re responsible for return shipping unless the item is faulty or we made an error.
We recommend tracked shipping and secure packaging. We aren’t liable for lost or damaged returns.

What if my parcel is returned to you?
Re-shipping fees will apply if your item is returned due to an incorrect address or non-collection.

How do I clean my gear?
Most items can be hand-washed in warm water with mild detergent. Pat with a cloth to absorb excess water and hang to dry in the shade. Do not twist or crunch to remove excess water. Avoid long exposure to harsh UV light as it can cause some colours to fade.

Will the products fade or rust?
With proper care, they’ll last. Rinse after exposure to salt water and dry thoroughly to prevent wear.

Are your products safety tested?
Yes! we rigorously test for strength, security, and comfort.

Can your leads handle strong dogs or pullers?
Absolutely. Many styles are reinforced for large or strong dogs.

Can I use your products for training?
Yes! our gear works well for basic training. For behavioural support, we recommend working with a professional trainer.