Changes, Cancellations & 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.

If you would like to request a cancellation or return, please fill out our form here.

ORDER CHANGES & CANCELLATIONS
To request a change or cancellation, please email us within 24 hours* of placing your order.

*Any order placed using the Holiday Delivery Fee cannot be changed or cancelled.

Please Note: Orders which have been shipped cannot be changed, cancelled or price matched. Changes include but are not limited to: item color, item size, shipping address, etc. Flash sales and any orders that have shipped are not eligible for price matching.

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

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.

MISSING PARTS OR ORDER
Please complete the replacement request form on our website.
*Due to increased order volume during the holidays, 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.

FINAL SALE ITEMS
Mattresses are final sale and cannot be returned.

CONTACT
Email: customercare@maxandlily.com

 

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