Do you offer design or space planning advice?

Yes! Our complimentary kids room design services are available by live online chat, email or phone 877.776.3388 from Monday-Friday, 9am-5pm EST.

Do you have a coupon code I can use for my purchase?

We do not have any coupons at this time, but if you are interested in a line of credit, please see our Affirm partner.

What is the cost of shipping?

Currently, all orders over $100 ship for free! Expedited shipping is $99.00.

How long does it take to receive my order once I place it?

Once we receive your order, it typically takes up to 5 business days for processing, picking & packing before it ships from our warehouse in South Carolina. A text or email shipping notification is sent when your order ships. Expedited processing + shipment is available (select during checkout). All orders ship FedEx.

What if I need to change or cancel my order once it’s submitted?

We want you to love your new Max&Lily as much as we do! If something’s not right with your order, please contact us & we'll work with you to make it right.

Call: 877-776-3388
Email: customercare@maxwoodfurniture.com

To request a change or cancellation, please email us within 24 hours of placing your order.

Orders which have been shipped cannot be changed or cancelled.

Please note a change in delivery address once your order has departed our warehouse and is with the shipping carrier may incur re-routing and/or administration fees.

What is your return policy?

Returns of new, unused and undamaged items will be accepted within 30 days of delivery receipt.

Returned items must be shipped via the same carrier & service by which they were delivered. Original packaging is preferred, but in the event it is no longer available, please ensure items are packaged properly to prevent damage during return transit.

Contact our Customer Service team for a return shipment authorization and warehouse address/delivery details. Please to provide a photo before the return can be authorized. This can be as simple as a picture taken on your phone - we just need a “before” image in case there is any damage to the item in transit back to us.

On the return shipping label, indicate the provided return authorization number. Returned items in good, undamaged, re-sellable condition; a refund will be issued upon receipt.

I received my order and a piece is damaged or missing.

Please complete a replacement form on our website.

I need assembly assistance.

Max & Lily® furniture requires assembly and can certainly be self-assembled. Two adults are recommended for self-assembly. Time and effort for assembly varies depending upon which bed model you order (i.e. a simple twin bed is quick & easy, while a triple bunk may take a while longer). Max & Lily® furniture ships with detailed assembly instructions and all of the hardware needed. A hex wrench is included, but you may prefer to use a screw driver or power drill. Power drills should be set to a low setting to prevent damage to the wood or strip any cross dowels, bolt nuts or metal inserts. 

If you'd like to view the instructions prior to delivery, all instructions can be found here on our website. 

If you need further assistance while assembly your new bed, please give our customer care line a call at 877-776-3388 or email us at customercare@maxwoodfurniture.com.

Can I change the configuration of my bunk or loft beds to accommodate changing needs down the line? For example, make the bunk beds into 2 separate beds or move a ladder from one side to another?

All regular height Max & Lily bunk beds can be separated into 2 individual beds, but low bunk beds cannot be separated. Ladders & slides can all be moved to different parts of the bed depending on what works best for your room. If you need any assistance, our customer care team is happy to help!

What is in your stains, glues and finishes?

All our finishes and glues are tested and comply with current US standards (incl. ASTM, EN71 and CPSIA standards). Our products also comply with European EN747, EN71 and Reach XVII Safety standards. Our products comply with current regulations for contents of heavy metals (incl. lead), toxins, formaldehyde and volatile organic compounds.

We require our suppliers to test their finishes with accredited 3rd party testing laboratories and furnish certification documents to prove this. In addition we conduct our own yearly testing of the same finishes with our own 3rd party accredited laboratories for double verification. We use water-based glues only.

Is there a warranty on your products?

All Max & Lily® merchandise is warranted by Maxwood Furniture, Inc. The warranty is limited to defects in materials and workmanship under normal residential household use. Shipping and labor costs are the customers’ responsibility. Items or parts found to be defective will be repaired or replaced without charge. Any decision to repair or replace an item is at the sole discretion of Maxwood Furniture, Inc.

For full warranty information, please visit this page.