Frequently Asked Questions

Please note: If you do not see answers to your questions in this list, please call at 877 776 3388 us or send us an e-mail at customercare@maxwoodfurniture.com , and we will do our best to answer!

Q. Are there any stores where I can see your products in person?

A. Please click on “Find a store” for access to our Dealer Locator to find the retailer closest to you. There is lots of information in the dealer locator including opening hours and links to dealer’s websites.

Q. I am looking at a bunk bed - can you take the bed apart to create 2 separate beds later?

A. Yes! Maxtrix® is a system - that means you can convert the bed you like today into a different configuration tomorrow, just by adding different component pieces as you require them. You can re-configure any of our beds, and our Maxtrix® Customer Service Team can help you on how to do it, and what components you may need to complete your conversion.

Q. Your site states “Shop Local, find Deals” – what does that mean?

A. If you live close to a retailer carrying Maxtrix®, we encourage you to visit them to see the product, get great ideas and advice and compare their specials and pricing. Often, local brick and mortar dealer stores can provide price competitive solutions as well as additional services including in-home assembly.

Q. Are your ladders and staircases reversible?

A. Yes! You can decide on which side you want to put the entrance - all of our ladders and staircases are completely reversible.

Q. I see Star Ratings in the Dealer Locator. What is that about?

A. You may have noticed that most of the stores featured in the Dealer Locator have a Star Rating. Star Ratings range from 1 to 5 (with 5 being the highest) and are based on several criteria, including but not limited to the following: 1. Quantity of Maxtrix® beds on display in-store, 2.The condition of the display of Maxtrix® beds in-store, 3. Sales Volume, etc. This rating is given by Maxwood Furniture, parent company of Maxtrix®.

This rating is not comparable to Yelp or other consumer generated review sites. The rating is not a reflection of the furniture store as a whole, it simply reflects how well and how extensively the Maxtrix® brand is represented in this particular location. You can for instance expect to see a larger variety of beds displayed at a higher star dealer than at a lower star dealer. All of our dealers do a great job representing the brand, and many have smaller stores that prevent them from ever reaching a full 5 star rating, but they more than make up for it in customer service and brand knowledge. We encourage you to visit their website and social pages for more information about the store before you visit – we have included relevant links where possible.

We hope you find the rating to be a helpful indicator, and it helps you find the right Maxtrix® dealer for your individual needs.

Q. What do I do if there is no dealer in my area?

A. If you are shipping to any address in the continental United States, you can order your Maxtrix® product directly through the website and have it shipped directly to your home. Various shipping options are available upon checkout. We would appreciate if you mention our brand to your local furniture dealer. We would love to get them on board as a new customer! It is possible to arrange for shipments outside the continental USA, but we would have to create a custom quote for you. Our friendly Maxtrix® customer service team can help!

Q. What warranties are provided on your product?

A. Our merchandise is warranted to the original purchaser for factory-related defects (material and workmanship) that appear under normal household use for a period of five years from date of shipment from our factory. This warranty is limited to replacement of the defective part or substitution of product. For inquiries regarding our warranty, please contact us at customercare@maxwoodfurniture.com.

Q. What safety tests have been conducted on your product?

A. Please refer to the Safety section on the “About Us” page for a full comparison of Maxtrix® safety standards and test results vs. federal standards

Q. What chemicals are utilized in your stains, glues and finishes?

A. 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 are in compliance with current regulations for contents of heavy metals (incl. lead), toxins, formaldehydes 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.

Our Natural and Chestnut finishes for Maxtrix® are well documented, tested, have a long history of use, and are the most commonly used finishes in the industry.

Our White finish is an Acrylic finish and is equally well tested and documented. It is a very expensive finish, as it stays white for very long. Most white finishes will have a tendency to “yellow” over time as the finish oxidizes, however our Acrylic finish will stay white for longer.

Q. Is there a fire barrier on your mattresses?

A. Yes, our mattresses are manufactured with a fire resistant barrier/padding product. Unlike many other mattress manufacturers, we do not spray the surfaces of our mattresses with chemicals to make them fire resistant - it's the internal barrier and padding that make them safe. It consists primarily of fire resistant rayon fibers. The fiber has been treated to be fire retardant, and blended with fire resistant rayon. Both layers of the fiber blends contain a minimum of low melt synthetic fibers. All of our mattresses comply with ASTM 16 CFR 1632 & 1633 which meets or exceeds the Cigarette Ignition Resistance and Open Flame Resistance tests.

Q: You state on your website that you do not accept knots in your hardwoods – does that mean there is no wood with knots anywhere in your products?

We do not accept knots in the hardwoods we use in our bedframes or visible surfaces of our case goods (dressers, bookcases and desks). Maxtrix® is made to last! To stay price competitive, some of the wood you do not see on a daily basis – like at the bottom of our dressers or desks and on the slats may in some instances have some knots in it, but this will not impact the performance of the product. All of our products fall under our 5 year warranty, and our customer service team can help to address any issues that may arise.

Q. What is the weight limit for your Twin, Full, Bunk and Loft beds?

A. US Safety Regulations require bunk and loft beds to withstand a 400lbs dead weight test. The test is designed as follows: Center a sheet of ¾” (19mm) thick plywood with dimensions of 19” (480mm) x 37” (940mm) on the slat roll and place weights with a total mass of 400lbs (181.4 kg) on the plywood. The weights should be applied gradually and shall remain in place for at least 5 minutes.

Our beds have passed the same safety tests conducted internally with our own personnel, following the test requirements using an 800lbs (362.8 kg) weights and using Maxtrix® bed components.

This does not mean that an 800lbs gorilla should be jumping up and down on the bed. As always we caution that normal reasoning and common sense should be used when using a loft or bunk bed.

Current regulations state that no more than 1 person be on the upper bunk or loft at any given time.

Q. Where is the product manufactured?

A. Our Beds, Furniture and Soft-goods are manufactured in our own factory in VIETNAM. All our people, processes and equipment are specifically trained and geared towards making our unique products as perfectly and efficiently as possible. Our Mattresses are designed and made in the USA. For additional information regarding our Factory and the Maxtrix® story, please view the “About us” section of the website.

Q. What tools are needed to assemble your product?

A. Most of the tools that you will need to assemble our product will be included with your Maxtrix® purchase. Additionally you may need a screw driver (we recommend a power drill set to a low setting) to screw wood screws into pilot holes (pre-drilled guide holes).

With most bed hardware kits we enclose a hex wrench which we recommend using, but we have also enclosed drill bits so that you may use a power drill to tighten our bolts – again we recommend setting the power drill to a low setting in order not to damage the wood or strip any cross dowels, bolt nuts or metal inserts. The assembly instructions will be included with the product and will guide you through the assembly process.

Q. What are the care instructions for the Maxtrix fabrics?

All of our fabrics are made of 100% cotton and have been pre-washed several times. Our wash instructions are as follows:

  • 100% Cotton
  • Hand wash separately at 30 Degrees Fahrenheit
  • Do not bleach
  • Dry Flat
  • Low Iron
  • Do Not Dry Clean

Q. What is the history of Maxtrix®? Who is Maxwood Furniture Inc.?

A. Please view the “About” section of our website to learn more on how Maxtrix® came to exist! Maxwood Furniture Inc. is the parent company of a range of brands including Maxtrix®, Jackpot! Kids Furniture™ and Craft Kids Furniture™. Maxwood Furniture Inc. is a US based business (Headquartered in Charleston, SC) specialized in design and manufacturing of kids furniture and accessories which we sell worldwide.

Q. If I receive a damaged item, how do I obtain a replacement?

A. Please click on our “Shipping Rates and Policies” link for complete information regarding our policy and process on damaged items.

Q. What is the return policy? What is the return process like? Is there a restocking fee?

A. Please click on the “Return Policy“ link for complete information regarding our policy and return process.

Questions on Guarantee and Warranty

 

Q. We purchased our bed three years ago and just found there to be a crack in the wood on one of the bed components. Does the five year warranty cover this damage?

A. Yes! In order to process your damage claim we ask that you please send us a picture of the damaged item along with detailed information documenting the reported issue. In addition, please provide us with a copy of the original sales receipt. At the discretion of Maxwood Furniture, the damaged product will be repaired or replaced at no cost to you.

Q. We purchased a Natural finish basic bed two years ago and have recently purchased add on leg extensions and rails. When we received the bed parts, we noticed the color was not the same shade of Natural color as our current bed. Does the warranty cover this?

A. No. Please remember that when purchasing fine wood furniture, no two pieces of wood are identical. There may be variations in grain character and also color shade. We generally use Maple or White Birch in our Natural finish, and these materials have been specifically selected because of their durability but also ability to keep the shade of color. That being said – wood is a natural material and will be affected by air, light, moisture and temperature variations.

Q. I purchased a mattress cover for my daughter’s bedroom and after extended use the fabric appears lighter than when we first purchased the item. Is this covered under the warranty?

A. No. There is no warranty that covers the fabrics that we sell. These fabrics include mattress covers, pillow covers, curtains, and tents. Fabrics may vary slightly from one dye lot to the next. It is virtually impossible to exactly match fabrics ordered at different times, particularly if the first lot is exposed to air, light and temperature variations.

Q. Six months ago my wife and I bought a magazine rack to complete our son’s existing Maxtrix® bed system. We have begun to notice that there is a defective area on the item that we have not caused. This product has been used in accordance with your guidelines and was not mishandled. Is there a warranty for this item?

A. Yes, all of our case goods have a one year warranty in which we will repair or replace the damaged or defective item. Please provide a picture of the damaged item, a detailed report of the damage and a copy of the original sales receipt so that we may resolve this matter for you.

Q. Five years ago we purchased a MaxMemory Mattress from your company. We have begun to notice a dip in the mattress and wish to contact you to see if there is a warranty on this item. Can you help?

A. Yes! We do have a ten year prorated warranty on our mattresses. Since you have had the mattress five years, half of the life of the warranty, there will still be five years of return for the mattress. The warranty will cover the cost of 5 years use/10 year warranty = 50% of the value of the original mattress.

Information on Furniture Care:

WOOD FURNITURE CARE

Wood furniture is finished with a fine lacquer top coat which adds to its beauty and helps preserve the chosen color. No wood or wood finish is indestructible and you must provide regular care and maintenance.
  • Clean up spills immediately, as all liquids will damage lacquer finishes.
  • Never use cleaners that contain ammonia, abrasives, silicones or acetone, as these chemicals will damage lacquer finishes.
  • Avoid placing rubber or plastic on wood furniture, as their ingredients can react with lacquer finishes.
  • Rubber feet found on the bottoms of radios, clocks, pencil sharpeners, staplers, lamps, etc. should be changed to felt.
  • Avoid direct sunlight, as sunlight causes fading.
  • Do not write, drag, drop or place heavy items directly on surface, as all woods can be damaged.
  • Periodically check and retighten any hardware as necessary. Do not over-tighten.

WOOD IS UNIQUE - EXPECT VARIATIONS IN GRAINING, COLOR, FIT & FINISHING.

Wood is porous and will expand and contract due to humidity changes in the home. Changes in temperature or humidity can cause joints to open & close and/or wood to warp and crack. Extreme changes may also cause moisture to become trapped under the finish and cause cracking & peeling. As wood expands and contracts it may cause cracking in the joints of painted furniture which is considered normal and unavoidable. Standard painters caulk is easy to use and works well as a concealer.

The color and finish you see online may not match the actual finish you receive for many reasons including your computer monitor, seasonality, graining and texture. Please ask us or visit our store for a color sample prior to ordering.

Information on Dimensions:

CATALOGUE 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 the accuracy is not guaranteed. Measurements are generally within 1/2". If you require exact dimensions of an item, please contact us.