Frequently Asked Questions
From shipping to assembly and everything in between, we've got the answers to your most important questions. Need a little extra help? Chat with 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!
How long does it take to receive my order once I place it?
Once we receive your order, it will take an estimated 15 to 20 business days* to process, pick & pack your order. After your order is processed, it will ship from either our warehouse in South Carolina or California. A text or email shipping notification is sent when your order ships. All orders ship FedEx.
*Our holiday and sale promotions can get busy! Due to higher order volume during these times, it may take longer to process and prepare your order. Be the first to know about our sales and latest products by signing up for our newsletter. It's the next best thing since signing up yesterday.
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 are being picked or have been shipped cannot be changed or cancelled. Changes include item size, item color, shipping address, etc.
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, unassembled, and undamaged items can be accepted within 30 days.
Mattresses are final sale and cannot be returned.
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 chat with us or email us at email@example.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.
What is an anti-tip kit?
An anti-tip kit is designed to securely attach your dresser to the wall. Our dressers with anti-tip kits have been tested and comply with the ASTM F2057 anti-tip standard. Anti-tip kits must be installed and attached to the wall per the assembly instructions.
For help installing the anti-tip kit or if you need a free replacement, please contact our Customer Care team.
Are your mattress covers washable or waterproof?
The breathable cotton mattress covers used on our mattresses are easy to remove and are machine washable. The mattress covers are not waterproof.
Do I need a Bunkie board or box spring with a Max & Lily ® mattress?
No, our mattresses are designed to offer the comfort and support kids need without requiring a Bunkie board or box spring.
Do your mattresses contain fiberglass?
No, our mattresses include a safe, fire-retardant liner that is made without fiberglass or harmful chemicals.
Are your mattresses fire retardant?
Yes, every Max & Lily® mattress is made with a fire-retardant sock liner. Damaging the fire sock will void the warranty.
Are your mattresses CertiPUR-US® certified?
Yes, all Max & Lily® mattresses are CertifPUR-US® certified. This means our foam is made without formaldehyde, mercury, lead and other harmful chemicals or heavy metals. Our mattresses are low VOC, contributing to a clean and healthy sleeping space.
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 firstname.lastname@example.org. 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.
Mattresses carry a ten (10) year prorated warranty which means that the value of the warranty will decrease by 10% with each year that passes from the original purchase date. After ten years, the mattress warranty expires.
Mattresses must be opened within one (1) month for the warrantee to apply. Ripping or damaging the tag or fire sock will void the warrantee.
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.