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Questions and answers are divided into different segments at the top, you will find what concerns deliveries. Mainly adapted for Swedish customers
If you do not find an answer to your question, you are welcome to send it to us.
You will find the answers to the following questions below:
- Delivery questions / Shipping costs
- Returns / Right of withdrawal.
- Payment / Cash.
Questions regarding Deliveries
Are the packages delivered discreetly?
Yes. Your goods are delivered in neutral brown cardboard box, with neutral tape. Or in a durable e-commerce bag for textiles.
The sender is Ulf Mikaelsson.
What is the difference between DHL service point standard and PLUS? (ONLY USED IN SWEDEN)
When it comes to standards, we reserve the right to break inner packaging, so we can pack your order in the most economical way possible. that is, with as little air as possible in the package. But we do not break packaging unnecessarily.
When it comes to PLUS, we are guaranteed not to break any packaging, provided that the product is provided with a package. And there may be more air in your shipment, that type of shipment generally requires a higher shipping cost. When it comes to PLUS, we also add extra packing tape when we pack. Some products have no packaging, such as diapers that are sold individually or our sample packs and more, such products are packed equally regardless of PLUS or not.
Max Diaper Plus is always sent in brown carton. We do not use e-commerce bags.
The delivery in other respects with regard to these is carried out in the same way within 1-3 working days. Delivery takes place in both cases to a Service Point near you. Read more about delivery times below.
Fungerar en Box adress för DHL Service Point eller Hemlverans?
Nej. en boxadress går inte att använda för DHL SP, eller till Hemleverans. Adressen måste vara en gatuadress. Alternativet för DHL SP är att du använder Poste Restante, och anger till oss ett giltigt postnummer.
Do I receive an SMS when the package is with the agent?
You will receive an SMS if you entered your mobile number at checkout when you order from us. And on condition that your mobile number is registered in Sweden, Finland or Denmark. So +45 +46 +47. Other countries primarily receive notification via email.
If you do not pick up your package within a number of days, a reminder will be sent by letter to your specified address.
If you do not enter a mobile number when you make your purchase, you will receive an e-mail to the e-mail address you enter.
If you do not pick up your package within a number of days, a reminder will be sent by letter to your specified address.
Can I have my order delivered to my door?
Yes. If you have difficulties or do not want to go to a delivery point, you can choose, for example, DHL Paket, then your order will be delivered to the address you specified. The cost is of course higher for such a service. Please note that "carry in" is not included in the service.
In this case, a mobile or phone number is a requirement, so that the carrier can contact you when it is time for delivery.
Delivery times. How long does the actual transport of the goods take?
Generally within Sweden, the transport normally takes 1 to 3 working days, this calculated from the first transport scan of your shipment. The first transport scan normally takes place at the DHL terminal in Sundsvall. At the same time, there is no guarantee of how long a transport can take. External circumstances beyond our control may delay your delivery. Road conditions or other circumstances may in some cases delay the transport of the goods. From the time we hand over your order to the carrier, we can not influence situations that arise during the transport, either in terms of transport times or any transport damage.
Some places in Sweden do not have delivery to the relevant ServicePoint every day, therefore for that reason a delivery can take longer than the normal 1-3 working days, depending on where you live. More information about this can be found at DHL
For other countries within and outside the EU, the delivery time varies, but if you want to get an indication of the delivery time, you can contact us via email.
My package seems to be stuck in the supply chain. what should I do?
If you follow your delivery via, for example, the tracking number, you can see where your delivery is. However, the first scan for Swedish customers takes place in Sundsvall, and it can take several hours before your tracking is updated with the correct information. If your package appears to be stuck somewhere, it may be a good idea to contact us, but at the earliest if the package has not moved for at least 5 days. Only then can we suspect that something may have gone wrong in the transport. Should something unforeseen happen, your package must be applied for by DHL at least 14 days before we can make any other decisions. We can add that such events are very unusual. 99.99% of all transports go according to plan.
What are the shipping costs?
It depends on how much you buy, put the goods you want to buy in the shopping cart. Then go to the checkout and look at the different shipping options available, and you will see what it costs.
You do not need to complete your order to see what the shipping will be.
Please note that: The weight of your order (kg) which is reported at checkout, is the freight-bearing weight (volume weight). The volume weight determines the shipping fee you pay for your purchase. The weight stated for products in your order or at checkout (kg) is not equal to the actual weight in the product context. Maximum volume weight that can be sent in a package is 20Kg. Then your order is packed in two or more packages. The shipping cost is adjusted according to the final volume weight (Kg) which is reported at checkout. The difference between actual weight and volume weight depends on the total volume of the products.
When I place my order, I want my package to be delivered to another agent, for example to another city or town. how do I do then?
( DHL Sweden only) You can enter the agent's name and zip code in the comment field at checkout. For example "I want my order to go to DHL agent ICA rocket postcode 722 99 Västerås"
You can find different agents on the DHL website or Posten, search online. but it is important that you give us the right information. Find a DHL agent.
Do I get a tracking number from you, so I can track my package?
Yes. You will receive a package number sent from DHL to the email you provided when ordering, and a confirmation that the shipment from us has been booked. When it comes to Item Letters that go to your mailbox, you will not receive any tracking. if you have not received a tracking number, look in the spam so it is not there.
You can contact us if you do not receive a tracking number, we can help you.
How often do your deliveries take place?
We deliver daily from our warehouse in Långsele with the exception of weekends and red days. If you order before 11:30, your package will normally depart the same day. In some cases, there may be deviations, for example in the summer when we usually have other times, but in that case this is stated in the store.
Kan jag hämta min beställning hos er, på Max Diaper
Ja. du kan göra avhämtningar hos oss, om du har möjlighet. Iså fall väljer du det alternativet i kassan och slutför din beställning, så kontaktar vi dig först via e-post och vi beslutar gemensamt om vilken dag och tid som passar bäst. Vi ser gärna att du lägger din beställing i butiken först så att våra saldon i lagerantal stämmer. annars kan något vara slutsålt innan du har hämtat det. Om det är något mer du vill köpa när du kommer hit till vårt lager så fixar vi det på plats. Här finns vi.
Do you deliver goods to Norway?
No, at the moment we do not ship to Norway, because we have problems with UPS. We will return as soon as we have a solution.
Do I need to show identification when I pick up my shipment on, for example, ServicePoint?
Yes. You must be able to show that you are you. Identification is required and must match the name you provided when ordering.
How do I most safely open my package?
Always open your package on the side where the address label is located. There is a cutting guard. Be careful if you use a knife. Do not cut deep through the tape.
Questions Regarding Returns and right of withdrawal
I regretted my purchase, how do I do now?
In the purchase agreement, you can read more about applies when you have regretted a purchase, where you will find more information.
You must fill in the form "Complaints and Returns" under the heading "Customer Service" within 14 days of receiving the item.
As soon as we have received your return request, we will process this and get back to you via email.
Returns that come to us without the form being filled out and sent to us will not be accepted.
If you paid for your order via Swish or Paypal and regret your purchase before we have had time to send your order, we will charge an administration fee / handling cost. This fee is deducted from the amount we refunded to you. read more about fees in Terms of Purchase
I got the wrong product, how do I do now?
Fill in the form "Complaints and Returns" under the heading "Customer service"
Complaints regarding an incorrectly picked order (wrong number, wrong model, wrong size, wrong item, etc.) must be notified to us within 5 working days of you picking up your order. Otherwise, we can not accept your complaint regarding incorrect picking. check your received order immediately after you have picked up or received your shipment.
As soon as we have received your description, we will contact you by email. make sure you enter the correct email address.
If there is a wrong pick, we will do our utmost to correct the problem.
It is very rare that we pick the wrong goods, but it can happen, and then we are here to help you.
I regret my order. Does it cost anything to cancel my order before you send it?
Yes, in some cases a cost will be added, depending on how you paid and how far your order has reached our handling, please read more about this under Item 13.1 in the Terms of Purchase.
Questions Regarding Payment and check-out
19 / 5000 Översättningsresultat How can I pay?
There are several options at checkout to choose from, for Swedish customers.
For others, see the checkout.
With the help of PayPal, you can pay with cards, such as VISA, Mastercard and other cards. You can get an account with PayPal for free and pay through PayPal with your debit card securely online. Feel free to read more about PayPal at www.paypal.se
Klarna also offers payment by card.
I have placed two orders in a row, but I want you to pack these in one shipment. Can it be solved.
Yes. It can be solved, provided you contact us in time. That is, as soon as possible after you place your order. If we have printed out the order and booked the shipping, it is usually too late.
We do not make changes to orders unless the customer himself contacts us. Some want their shipments in two smaller packages, instead of a large one.
What does it say in my bank statement after I pay?
As for Swish, Klarna and Paypal, it says MD-Sweden in, for example, a bank statement from a bank.
In your Klarna App, if you use one, it clearly says what, where and when you shopped.
I have not received any confirmation of my order.
Order confirmation and other information regarding your order, will be sent to the email you specify when placing your order. These are always sent out and in any case where the confirmation has not arrived, the problem lies in how your e-mail service sorts spam. For example, it is common knowledge that eg G-mail sorts hard and you should log in to your mail account and make changes to what is spam and not. There is always an email from us regarding order confirmation and other information. If the information does not reach you as the recipient, you must check where the error is in your own email.
You can of course double check with us so that your order has really gone through the checkout if you feel insecure.