Refund & Returns

At MarinerAxis, we value the experience of every customer and every furry companion. Our Return and Refund Policy is designed to ensure a worry-free shopping experience while upholding product quality and safety standards.

1. Return Eligibility

To ensure a smooth return process, items must meet the following criteria:

Items must be in brand-new condition—unused, unwashed, and undamaged;

Items must retain their original packaging, tags, and any included free gifts;

Orders placed more than 30 days ago (or beyond the specific timeframe stipulated in our policy) are no longer eligible for return.

Friendly Reminder: Please inspect your items as soon as possible after receipt to confirm there is no damage or missing parts; this facilitates the timely processing of your return request.

2.Return Process

Submit a Return Request

Contact our Customer Service via email

Provide your Order Number, photos of the item(s) you wish to return, and a brief explanation of the reason for the return

Return Authorization

Once Customer Service confirms that your item(s) meet the return eligibility criteria, we will provide you with a return shipping address and an Authorization Number

Please ship the item(s) back to us within 7 days of receiving your return authorization

Return Address: 6550 W School St, Chicago, IL 60634

Return Shipping Costs

Quality Issues or Shipping Damage: Return shipping costs are covered by the merchant

Returns for Non-Quality-Related Reasons: Return shipping costs are covered by the customer

Refund Processing

Once we receive your returned item(s) and confirm they are in good condition, we will process your refund within 5–7 business days

Refunds will be issued back to the original payment method used for the purchase

If you experience delays in receiving your refund due to processing times by your payment provider, please wait patiently; you may also contact our Customer Support team for assistance

3. Non-Returnable Items

Items that have been used or are in a condition that significantly impairs their resale value
Items returned beyond the designated return period
Certain promotional or clearance items (please check the specific details on the product page for exceptions)

4. Handling of Damaged or Incorrect Items

If you receive an item that is damaged, missing parts, or incorrect:

Please take photos immediately and contact our Customer Service team within 48 hours of receipt
We will provide a solution—such as an exchange, return, or replacement shipment—to ensure you receive the correct item as quickly as possible