Order Processing and Fulfillment
PepMaxa LLC makes commercially reasonable efforts to process and ship eligible orders as quickly as possible.
Orders placed before 2:00 PM Central Time on a normal business day are generally processed for shipment the same business day whenever possible. Orders placed after 2:00 PM Central Time, on weekends, or on recognized holidays will generally be processed on the next business day.
Processing and fulfillment timelines are estimates only. PepMaxa LLC does not guarantee same-day shipping, specific carrier transit times, or delivery by any particular date unless expressly stated in writing by PepMaxa LLC.
Once an order has been transferred to the shipping carrier, delivery timing, routing, scanning, and final delivery are controlled by the carrier.
Shipping Protection
All orders placed with PepMaxa LLC include shipping protection unless otherwise stated at checkout.
Shipping protection is intended to provide limited coverage for qualifying shipping-related issues, including certain cases involving:
- Non-delivery
- Carrier damage
- Incorrect items
- Missing items
- Fulfillment errors
Shipping protection does not create an unconditional right to a refund, replacement, credit, or reshipment. All claims are subject to review, verification, and compliance with this policy and any other applicable PepMaxa LLC shipping protection terms.
PepMaxa LLC reserves the right to deny any claim that is incomplete, unverifiable, submitted late, inconsistent with tracking information, unsupported by required documentation, or otherwise outside the scope of coverage.
Customer Responsibility for Delivery
Customers are responsible for providing a complete, accurate, and deliverable shipping address at the time of purchase.
PepMaxa LLC is not responsible for delays, losses, non-delivery, or misdelivery caused by:
- Incorrect shipping addresses
- Incomplete apartment, suite, unit, or business information
- Customer failure to retrieve a package in a timely manner
- Carrier access issues
- Refused shipments
- Address changes requested after shipment
- Unsafe or unsecured delivery locations
- Theft after carrier-confirmed delivery
Customers are responsible for monitoring tracking information and making appropriate arrangements to receive their package.
If package theft, weather exposure, delivery access, or security is a concern, customers should use a secure shipping address, carrier hold option, business address, or any available signature-required delivery option before placing an order.
Packages Marked Delivered
If the carrier tracking information shows that a package was marked “Delivered,” PepMaxa LLC will generally treat the order as delivered.
PepMaxa LLC is not responsible for packages that are lost, stolen, misplaced, damaged, or removed after the carrier has marked the package as delivered, except where a claim qualifies under PepMaxa LLC’s applicable shipping protection terms.
Customers must check all possible delivery locations before submitting a claim, including:
- Mailbox
- Front door
- Side door
- Garage area
- Parcel locker
- Leasing office
- Reception desk
- Mail room
- Neighboring addresses
- Business receiving area
PepMaxa LLC may require customers to contact the carrier, local post office, delivery driver, building manager, or property office before a claim is reviewed.
Lost, Delayed, or Non-Delivered Shipments
Carrier delays do not automatically qualify for replacement or reshipment.
A package may experience delays due to weather, routing issues, carrier volume, scanning delays, holidays, security inspections, or other events outside the control of PepMaxa LLC.
PepMaxa LLC may require additional time for the carrier tracking status to update before reviewing a non-delivery claim.
If a shipment is not delivered and tracking does not show final delivery, the customer must contact PepMaxa LLC within the claim window stated below. PepMaxa LLC will review the tracking information and determine whether the issue qualifies for further action.
Damaged, Incorrect, Missing, or Fulfillment Error Claims
All claims involving damaged items, incorrect items, missing items, or fulfillment errors must be submitted within seven (7) calendar days of the carrier’s delivery date or attempted delivery date.
This deadline is strict. Claims submitted after the seven-calendar-day period may be denied without further review.
To submit a claim, the customer must provide all requested documentation. Required documentation may include, but is not limited to:
- Order number
- Tracking number
- Clear photos of the outside shipping package
- Clear photos of the shipping label
- Clear photos of all items received
- Clear photos of the packing slip or invoice included in the package
- Clear photos showing any damage
- A written description of the issue
- A complete unboxing video recorded from the moment the package was first opened, when requested or required
PepMaxa LLC may deny any claim if the customer cannot provide sufficient evidence to verify the issue.
For damaged, incorrect, missing, or fulfillment error claims, PepMaxa LLC strongly recommends recording a complete unboxing video before opening any package. The video should clearly show the sealed package, label, opening process, internal packaging, packing slip, and all contents.
Required Claim Review
Submitting a claim does not guarantee approval.
All claims are reviewed by PepMaxa LLC at its sole discretion. PepMaxa LLC may compare the customer’s claim against order records, fulfillment records, inventory records, product weights, package weights, packing documentation, carrier tracking, delivery confirmation, photos, video evidence, and any other available information.
PepMaxa LLC reserves the right to deny claims that appear fraudulent, abusive, altered, staged, incomplete, inconsistent, unverifiable, or submitted in bad faith.
Repeated claims, suspicious claim patterns, chargeback abuse, false statements, or misuse of the shipping protection process may result in denial of future claims, order cancellation, account restriction, or refusal of service.
Approved Claim Remedy
If PepMaxa LLC determines that a qualifying shipping issue, fulfillment error, or covered claim occurred, the remedy will generally be limited to replacement or reshipment of the affected item or items.
PepMaxa LLC does not guarantee cash refunds for shipping-related claims.
Unless otherwise required by applicable law or expressly approved by PepMaxa LLC, approved claims will be resolved through one of the following remedies:
- Reshipment of the affected item
- Replacement of the incorrect or damaged item
- Store credit
- Another remedy selected by PepMaxa LLC
PepMaxa LLC will not be responsible for incidental, indirect, special, consequential, or punitive damages arising from shipping delays, carrier errors, lost packages, stolen packages, damaged shipments, or fulfillment issues.
No Refunds for Carrier Delays
Shipping fees, if any, are not refundable solely because of carrier delay, weather delay, tracking delay, missed estimated delivery date, or other circumstances outside the direct control of PepMaxa LLC.
Estimated delivery dates are provided by the carrier and are not guaranteed by PepMaxa LLC.
Address Errors and Returned Packages
Customers are responsible for ensuring that all shipping information is accurate before submitting an order.
If a package is returned to PepMaxa LLC due to an incorrect address, incomplete address, refused delivery, failed delivery attempts, or customer failure to retrieve the package, PepMaxa LLC may, at its discretion:
- Reship the order at the customer’s expense
- Issue store credit minus shipping and handling costs
- Decline to reship restricted, compromised, damaged, or non-resalable items
- Refuse further shipment to the same address
PepMaxa LLC is not responsible for losses caused by customer address errors.
Final Determination
PepMaxa LLC reserves the right to make the final determination on all shipping, delivery, damage, missing item, incorrect item, fulfillment error, and shipping protection claims.
By placing an order with PepMaxa LLC, the customer agrees to this Shipping, Delivery & Claims Policy and acknowledges that compliance with all claim procedures, documentation requirements, and deadlines is required before any remedy will be considered.
