Where are your products made?
All our products are manufactured, handmade In Europe, Hungary. We are using top quality Italian leather, solid brass hardware, premium wood raw materials and the finest canvases for our all pet accessories - all sourced from Europe.
How are your products made?
All our products are individually handcrafted by local craftsmanship, this resulting in each product being slightly different from each other and ensures you to have a unique, high-quality product, that no one else has.
What size collar do I need? How do I measure my dog’s neck?
We recommend using a flexible measuring tape or string to measure your dog's neck - allowing additional space for two fingers. For instance, if you have a dog with an 18 cm (7 inches) neck including the two fingers space, we suggest you order a 17-24 (6.7-9.5 in) - size S collar. If your dog’s neck falls between sizes, you are advised selecting the larger size. If you require other sizes than listed, please email us and we will be happy to help you. See our dog collar sizing charts here.
How do I take care of my leather product?
Please, do not wash our leather accessories in water. The best to keep the leather accessories clean is to wipe them with a dry or slightly damp soft cloth. Occasionally it is worth wiping the leather with leather balm or wax. With time, the brass hardware may slightly change its color by developing patina. We advise taking care of it by wiping with dry, soft cloth.
How do I get my Pet ID engraved?
There is a beautiful, brass pet tag on all our collars with an embossed Maxim Customs logo on one side. The other side can additionally be personalized by engraving with your pet’s ID - a name and a phone number. You can choose this option on the product page as an add-on feature.
Please, write the NAME and PHONE NUMBER in the „Special Instructions” section during checkout. Please, double-check spelling and number before confirming your order!
What payment methods do you accept?
We accept direct bank transfers, credit cards, debit cards and PayPal. If you want to use PayPal, you don’t need a PayPal account in order to complete your purchase.
How long will it take for my order to arrive?
We do not store many items in stock and some of our products are individually made to order but we aim to manufacture and post all orders as quickly as possible. Please allow 1-3 days to process your collars, leashes, harnesses, bag dispensers and collar sets from the date of payment. Shipping time is depending on your location.
Indoor wooden dog kennels and cat and dog bowls are custom made to order and may take up to 5-7 weeks to manufacture before we can ship them. Then it depends on the type of products and destination when you can have your product at your door.
To all European Union countries items are shipped via GLS. Products to non-European Union destinations in Europe and to outside Europe are sent via priority mail or a courier service.
See the shipping charges at checkout.
What happens if I change my mind?
If you are unhappy with your accessories please contact us immediately, and we will do our best to find a creative solution. We’re pretty open to exchanges. Please note, that if you cancel the order because you change your mind, you are responsible for the cost of returning it. We can do an exchange only for unworn, in new condition products. Please return the item within 14 days from the day you cancelled. We will issue the exchange upon the return of the item or have proof of return postage. We can not accept returns or exchange on furniture.
What can I do if I received my item but it is faulty or damaged?
If what you bought is damaged or faulty, please write us immediately by email and we arrange a refund or replacement. Please return the item and we pay for standard shipping costs without additional delivery (for example priority) costs. We can not return on pet ID-s. Please note: Maxim Customs does not accept liability for return items lost in the post if senders are advised to send items by recorded delivery.
If you return a faulty item, we provide payment within 14 days but if it takes longer and you paid for the goods using a credit or debit card, contact your bank or credit card company immediately and give them details of your transaction and they give you a chargeback.
You are required to take good care of the goods and you may be liable for the reduced value of goods caused by handling them beyond what’s necessary to be sure they work and are what you ordered.
Please note, that since our products are uniquely handmade, product images may slightly differ from the actual product. Due to differences in monitors and devices colors of products may also appear different to those shown on the site.
About indoor dog kennels
How long is the turnaround time to receive a kennel?
Our indoor dog kennels are uniquely made by order. We are completing the orders within 5-7 weeks of payment.
How much is shipping for the indoor dog kennels?
Shipping fees are depending on products and the destination country/region and calculated during checkout.
Custom size pieces will require a quote for shipping, as they often do not qualify for the standard shipping rates.
Do you ship indoor dog kennels out of Europe?
No. Currently, we only ship kennels within Europe.
Our indoor dog kennels are delivered in flat packs. We minimize the number of components, bearing in mind the need for simple assembly. Clear instructions are included to guide you through step by step in the assembly process. It is important that you check the instructions and fit the product in strict accordance with them. We cannot refund furniture that have been wrongly fitted or be responsible for any consequences of misfitting.
We can also deliver your furniture assembled, however, this will raise the shipping cost which will be calculated on the actual order.
What materials is the indoor dog kennel made from?
Our furniture assortment is made of top quality scots pine wood and finished with the finest industrial quality, water-based surface treatment – pickling. The floor panel is pickled with the same color as the outer wood surface, made from wear-resistant, water repellent, perfectly smooth, OSB (Oriented Standard Board), which is easy to clean or removable in the need of replacement.
Metal rods are sintered, which is the best available surface finish method. Rods can be chosen in three colours – black, white or grey. Optionally, you can ask for other colours, based on RAL-Color System. The hinges are made of solid brass. We can use other material on request. Let us know your specific needs by contacting us.
Additionally, we offer a removable divider that gives the opportunity to create two separate areas for your dogs. Please, contact us for details!
Can I have my kennel pickled in different colors?
Absolutely! You can pick the color on the product page without any additional charge. You can choose from more than 15 colors.
Is the floor of the kennel water-resistant?
Yes - to some limits. The floor panel of our kennels are pickled and made from wear-resistant, water repellent, perfectly smooth, OSB (Oriented Standard Board), which is easy to clean or removable in the need of replacement.
If my dog chews the kennel?
We are not responsible or liable for pets chewing on our furniture.
Can I have a custom-sized kennel?
Why not? We aim to meet specific needs. Contact us and we will be happy to drive you through the process and work with you to create the best fit for your home and your pet.
What happens if I change my mind?
Please take a moment to understand how our products are made. We don’t store the custom-made wooden dog kennels in stock. All our products are individually made to your order, and this ensures you to have a unique, custom, high-quality product, but also results that the legal rules do not oblige us to accept returns - except if the item is faulty or damaged - in this case, please contact us immediately by email and we arrange a refund or replacement. Please read our Return Policies above for more information.