Frequently Asked Questions
Here are a few of the questions we get the most. If you don’t see what’s on your mind, feel free to email us anytime!
Shipping & Delivery
Yes, we do! We ship small items to Australia, Canada, the UK, and countries across Europe. International shipping costs are calculated at checkout.
Shipping times and costs vary based on the package. For full details, please visit our Shipping and Delivery page.
If your package is lost, please contact us as soon as possible. We’ll work with the carrier to locate it or arrange a replacement if needed. In some cases, small to medium-sized packages might be marked as delivered but are held at the post office, especially over weekends. These are typically delivered the following Monday.
You will receive a shipping confirmation email with a tracking number once your order has been shipped. This will allow you to track your package and see the estimated delivery date. You can also log into your account on our website to view the status of your order and track any updates. Please allow 24-48 hours for the tracking information to update. Orders may show as multiple shipments if applicable.
No, we are unable to ship to P.O boxes or APO/FPO addresses.
No, you do not need to be present to sign for the delivery. If you’re not home, the driver will leave the package at your door, inside your mailbox, or with your doorman.
Track your order here: https://www.lillyandmax.com/order-tracking/
At LillyandMax, we strive to process orders as quickly as possible, so there’s a limited window to submit a cancellation request.
You can request to cancel any order that is listed as “Processing.” Once the order has been shipped, cancellation requests are no longer guaranteed.
For small items, if you need assistance canceling your order, please send us a message with your order number. We’ll do our best to intercept it at no cost.
If your large item is listed as “Label created” by our selected carrier, we can attempt to intercept it. However, a $25 restocking fee will apply, as these items require manual intervention and take longer to process. If the cancellation request is denied, you will receive an email to advise.
If your order hasn’t shipped yet, you can update the details from your account. Go to My Account, and click on the order you want to update.
For large items shipped by FedEx or UPS, we cannot change the delivery address. To manage your package, use FedEx Delivery Manager or UPS My Choice. These services let you hold, redirect, or reschedule your package. You can also choose a delivery location or day. Please note that expedited shipping is not available for packages already in transit.
No, you will not be charged sales tax on your order.
At Lilly & Max, we take great care in packaging your order. However, if your item arrives damaged, it’s important to follow the correct procedure to ensure we can assist you promptly and file a successful claim with the shipping carrier.
If your package arrives damaged:
Document the Damage Thoroughly
As required by the shipping carrier, please take clear, high-quality photos of the following:The damaged item(s), showing the specific areas affected.
The exterior of the shipping box, including visible damage and a clear view of the shipping label and tracking number.
The damaged item inside the box, showing its placement and all original cushioning materials (e.g., bubble wrap, foam inserts).
Contact Us Within 48 Hours
Email the photos to hello@www.lillyandmax.com within 48 hours of receiving your package. Include your order number and a brief description of the issue.Next Steps
Once we receive your email, a member of our team will review the documentation and contact you directly with instructions regarding a replacement, refund, or next steps.Retain All Packaging
Please keep all original packaging, materials, and damaged items until your claim is resolved. Discarding them may void your eligibility for a refund or replacement.
We appreciate your cooperation and are here to help every step of the way.
Some small items are shipped directly from our manufacturers and may take up to 9-12 days for delivery, which is noted on the product page.
Refunds, Returns and Exchanges
We want you to be happy. For small items, we offer a 30-day return policy. For large items such as furniture or appliances, we offer a 90-day return policy. Refunds will be returned to the original method of payment. Please note the shipping fee will be deducted from your refund. Read our Return & Refund Policy for more details.
To request a return or replacement, please follow these steps.
- Contact our customer service team within 30 days of the delivery date.
- Provide your order number and the reason for the return or replacement.
- If applicable, upload photos or videos showing the issue with the entire item.
- Wait for our customer service team to review and approve your request.
- If your request is approved, we will gladly provide you with a return shipping label or refund on a case-by-case basis.
- Once we receive the returned item, our team will inspect it and process your refund or replacement accordingly.
Please note that we do not take ownership of returned items until they arrive at our returns center. At our discretion, a refund may be issued without requiring a return. In such cases, we do not take ownership of the refunded item. Shipping fees collected on the order will not be refunded.
If an order is returned because you refused delivery, you will be responsible for any shipping charges incurred. The appropriate return shipping fee will be deducted from your refund, and a restocking fee may apply.
If an order is returned due to an incorrect address, you will be responsible for the return shipping fee as well as the new shipping fee to reship the item to the correct address.
Refunds may be issued using your original payment method. Depending on your banking institution, refunds to original payment methods may take 3 to 5 business days to process.
Payment
Our payment provider automatically & securely processes your order immediately after it is placed.
We securely accept all major credit cards and PayPal. All prices and orders are listed and processed in US Dollars. However, please note that we are able to accept international credit and debit cards in any currency.
We accept Visa, MasterCard, American Express, Discover, Apple Pay, Google Pay and PayPal.
If you’re having trouble with your credit card, it could be due to a few different reasons. Please ensure that the billing address and zip code entered match what is on file with your bank. Some banks require additional verification if there are any discrepancies. Additionally, make sure you have sufficient funds available on your card for the purchase. If the issue persists, please contact your credit card company or try using an alternative payment method.
Charges will appear on your credit card statement under the name ZOHE LLC_LILLY&MAXPET If you have any concerns about a charge, feel free to contact us for clarification.
No worries! Send us an email at hello@www.lillyandmax.com, and we’ll investigate. If there’s a duplicate charge, we’ll process a refund right away.