From shipping to assembly and everything in between, we’ve got the answers to your most important questions. Need a little extra help? Chat our Expert Team for style advice, product measurements, and more!
- Do you offer design or space planning advice?
Yes! Our complimentary kids room design services are available by live online chat or email 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 $125.00.
- How long does it take to receive my order once I place it?
Once we receive your order, it typically takes 3 to 5 business days for processing, picking & packing before it ships from either our warehouse in South Carolina or California. 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.
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?
Your satisfaction is our priority; if anything is not right with your order, please contact us and we'll work with you to make it right.
If a return is necessary; returns of new, unused and undamaged items can be accepted within 30 days.
Returned items must be shipped at the expense of the customer in the original packaging is preferred but if that is no longer available, please ensure that the item is packaged properly to prevent damage during return transit.
Please contact us for a return shipment authorization and address/delivery details to our warehouse.
On the return shipping label, please indicate the provided return authorization number.
A refund or store credit will be issued after receipt of returned goods received in undamaged, re-sellable condition. A 20% restocking fee may apply.
- I received my order and a piece is damaged or missing.
Please complete a replacement form on our website.
All claims for missing or damaged parts must be submitted within 30 days of order delivery.
All claims for missing orders confirmed delivered by FedEx, must be reported within 14 days of tracked delivery date.
- 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 chat us or email us at firstname.lastname@example.org.
- 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.
The warranty applies to what is considered to be normal household use and does not apply to purchases for resale, commercial, institutional or rental uses. Any damage that is a result of improper handling and any form of misuse, negligence, or accidents resulting in damage to the product is not covered under the Maxwood Furniture, Inc. warranty. The warranty is available only to the original purchaser who obtained the product from an authorized Maxwood Furniture, Inc. dealer or directly from Maxwood Furniture, Inc. The warranty is not valid for the purchase of floor models or “as is” products that were sold in a distress or going-out-of-business sale. Any modifications made to the product by the purchaser will void the warranty.
In order to utilize this warranty, the consumer is to report any damage or defect to the dealer (if purchased from an authorized dealer). If the product was purchased directly from Maxwood Furniture, Inc., the consumer is to report the claim to email@example.com. The customer is to provide the original sales purchase receipt, description of the reported issue and pictures documenting the said damage or defect to the product. Maxwood Furniture, Inc. will work directly with the authorized dealer to resolve all problems that are reported by the original purchaser unless the purchase was made directly from Maxwood Furniture, Inc. and this matter will be resolved with a Maxwood Furniture, Inc. associate through email correspondence.
Within one (1) year of the original purchase date Maxwood Furniture, Inc. will pay the expenses related to the transporting of merchandise for a warranty claim (this does not include packaging or labor cost). Any time a claim is reported after a year from the purchase date, all expenses related to packaging, labor and shipping of replacement damaged or defective parts will be the responsibility of the original purchaser.CASE GOODS
Case goods are covered under a one (1) year warranty. Case goods are defined as being bookcases, dressers, desks, hutches and bedside storage items.FABRICS
The fabrics sold at Maxwood Furniture, Inc. do not carry warranty coverage.
Max & Lily® is dedicated to Kids. Our core value is safety. We will always stay committed to safety and quality in all we do. Any new products or improvements to existing products will go through several 3rd party accredited testing laboratories as well as through our own established rigorous testing protocols and we will ensure we only sell products that have 3rd party approved certifications passing all mandatory tests.
Max & Lily® is a high quality product. We believe that the only way you can credibly offer a system is to build it on quality components. We guarantee that our quality standards will remain high and we will continue to manufacture to the standards of quality you expect from a Max & Lily branded product.DIMENSIONS
Every effort is made to maintain current and accurate descriptions, sizes and prices. The information contained on this website is provided as accurately as known, however accuracy is not guaranteed. Measurements are generally within 1/2". If you require exact dimensions of an item, please contact us.