Refund and Exchange Policy

Need a different size?  We are happy to help!  Please click on the following link :

Once you click on the link, follow the prompts and log into your customer account to make the request. IN THE COMMENTS SECTION, PLEASE INDICATE "store credit" OR "exchange" and the requested exchange size. 

Exchangeable items must be returned undamaged and unworn. If an item is returned damaged or worn, we will deny the request.

You can always exchange for a different size or store credit.

Your first exchange is free.  We will email a free return shipping label to you. For any second or subsequent exchange, a $5 shipping label fee may be added.   (Please check your spam folder if you do not see it in your primary mail folder)

For some products, cost is based on size. If there is a cost differential for the exchange, you may receive an invoice for the difference.

Gift cards are non-refundable. 

Want to request a refund? First, please see our policy.

If your refund request meets the criteria below, please click on the following link:

Once you click on the link, follow the prompts and log into your customer account to make the request. 

We will notify you of the decision to refund once we’ve reviewed the request. Please allow us up to 3 business days to review your refund request. If approved, you’ll be automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

We have a 30-day refund policy; you have 30 days after receiving your item to request a refund.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right. 

Generally, we will provide a refund for the following errors: 

  • Damaged Products
  • Incorrect or Missing Products
  • Products Out of Stock
  • Products Unable to Ship 
  • Extreme Order Delays
  • Missing Packages lacking proof of delivery by sender

PLEASE NOTE: If your refund request does not reflect one of these errors, we will issue a store credit. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food/snacks), gift cards, custom products (such as special orders or personalized items), and personal care goods. For large items such as strollers, pet homes etc., for returns related to store credit, the customer assumes the cost of the return.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot refund sale items indicated by "Final Sale".



We work hard to make sure that your customer experience with Max and Lilly Pet Marketplace is exceptional.
You can always contact us for any refund/exchange questions at