Returns

 

Returns

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 and we'll work with you to make it right.


RETURNS

Returns of new, unused, unassembled, and undamaged items will be accepted within 30 days of delivery receipt. To initiate a return, please complete the Return Request Form.

Returned items must be shipped at the expense of the customer 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 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.

Once we receive your return and ensure that the items are in good shape, we will issue a refund minus the cost of the return delivery and a 20% restocking fee. If you opt for a store credit, the restocking fee will be waived.


FINAL SALE ITEMS

Mattresses are final sale and cannot be returned.

MISSING PARTS OR ORDER

Please complete the replacement request form on our website.
*Due to increased order volume, we are experiencing delays in processing replacement part orders. We thank you for your understanding and patience.

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.

CHANGES AND CANCELLATIONS

We will make every effort to accommodate changes and/or cancellations, but due to our fast shipping and processing times, not all requests can be completed. Please note: orders that have begun processing in the warehouse or have been shipped cannot be changed or canceled. 

If you need to request an order change or cancellation, email us at customercare@maxandlily.com.

Terms of service

PAYMENTS

Payment is taken at the time orders are submitted.

ORDER ERRORS OR DAMAGED SHIPMENTS

Our warehouse crew will have packed your order appropriately for freight shipment, but accidents can occasionally happen during shipping or freight transit. Please inspect each piece of your shipment upon receipt.
In the event of any damaged or missing items; please retain all items, make a note on the delivery receipt if applicable and and take a photo of the damage. Then please contact us for assistance to quickly and easily resolve anything that may have gone wrong.

Items or parts damaged during transit will be repaired or replaced without charge. Any decision to repair or replace an item is at the sole discretion of Maxwood Furniture, Inc.

MISSING ORDERS OR PARTS

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.

UNDELIVERABLE AND REFUSED DELIVERIES

Ground packages generally do not require a delivery signature; freight shipments require an adult to be present to receive, inspect and sign for the delivery.
Undeliverable, missed or refused deliveries that are returned to our warehouse, but rescheduled for delivery may incur additional applicable shipping or freight charges.
Deliveries refused or not scheduled for re-delivery within 10 days of notification will be considered abandoned and returned to our facility without refunds or credits. 

RETURNS

If a return is necessary; returns of new, unused, unassembled, and undamaged items can be accepted within 30 days.

Returned items must be shipped via the same freight carrier & service by which they were delivered. (Many furniture items cannot be shipped via UPS ground, FedEx Ground or USPS.) Original packaging is preferred but if that is no longer available, please ensure that the item is packaged properly to prevent damage during return freight transit.

Upon receipt of returned items item in good, undamaged, re-sellable condition; a refund will be issued.

Mattresses are final sale and cannot be returned.

ORDER CHANGES OR CANCELLATIONS

We will make every effort to accommodate changes and/or cancellations, but due to our fast shipping and processing times, not all requests can be completed. To request an order change or cancellation, please email us at customercare@maxandlily.com.

Orders that have begun processing in the warehouse or have been shipped cannot be changed or canceled.  Changes include but are not limited to: item color, item size, shipping address, etc.

Any changes to address while orders are in transit may incur administrative or rerouting fees.

REFUNDS

Refunds will be processed within 5 days of order cancellation for unshipped orders. Refunds for returned items will be dispersed within 5-7 days of our receiving the merchandise, provided items are received in good condition as determined by Maxwood Furniture, Inc. Additional shipping and restocking fees may apply.

Refunds can not be issued for cancellations due to delivery or transportation delays.

Certain items cannot be refunded such as: including clearance items, final sale items, gift cards, gift certificates, items that have been personalized, and items clearly marked as “non-returnable,” such as products sold as “Warehouse Deals.”

Refunds will be applied to the same credit card, debit card, or other form of payment used in the original transaction.

SALE ITEMS

Mattresses are excluded from all additional discounts and coupons.

All SALE items are Final. Sale items may not be returned, exchanged or refunded.