At Axelgig INC, customer satisfaction is important to us. We want every customer to feel confident when shopping for pet supplies through our website.
If you are not completely satisfied with your purchase, we offer a return and refund process subject to the conditions outlined in this policy. Please review the following information carefully before submitting a return or exchange request.
1. Return Period
Customers may request a return within 30 days of receiving their order.
To qualify for a return, the product must generally meet the following conditions:
The item must be unused and in its original condition.
The product must be returned in its original packaging, where reasonably available.
All original accessories, manuals, tags, and included components must be returned.
The product must not show signs of unreasonable use, damage, or modification caused by the customer.
Proof of purchase or a valid order number must be provided.
Products that have been used, damaged through improper handling, or rendered unsuitable for resale may not qualify for a return, except where otherwise required by applicable law.
2. Non-Returnable Items
For hygiene, safety, and product integrity reasons, certain items may not be eligible for return unless they arrive defective, damaged, incorrect, or are otherwise covered by applicable law.
These items may include:
Pet hygiene products that have been opened or used.
Products intended for direct contact with pets that cannot reasonably be resold for hygiene reasons.
Items that have been customized or specially prepared according to customer specifications.
Products damaged due to improper use or handling after delivery.
If you are unsure whether a product qualifies for return, please contact our customer support team before sending it back.
3. Return Conditions for Defective or Incorrect Products
If you receive a defective, damaged, or incorrect item, please contact us within 30 days of receiving your order.
To help us review your request, please provide:
Your order number.
The name or description of the affected product.
A clear explanation of the issue.
Photographs showing the damage, defect, or incorrect item, where applicable.
After reviewing your request, our customer support team will provide instructions for the return or other appropriate resolution.
For confirmed product quality issues, damaged items, or incorrect shipments, Axelgig INC will cover the reasonable return shipping costs.
4. How to Request a Return
To initiate a return, please follow these steps:
Step 1: Contact Customer Support
Email us at help@axelgig.com within 30 days of receiving your order.
Please include your order number, product details, and the reason for your return request.
Step 2: Receive Return Authorization
Our customer support team will review your request and confirm whether the item qualifies for a return.
If approved, we will provide return instructions and confirm the appropriate return address.
Step 3: Prepare Your Return Package
Pack the item securely to prevent damage during transportation. Include the relevant product components and any required order information.
Step 4: Ship the Returned Item
Send the approved return package to the return address provided by our customer support team.
Please do not send products back without first contacting us and receiving return instructions.
Step 5: Return Inspection
Once the returned item is received, our team will inspect its condition and verify that it meets the applicable return requirements.
We will notify you of the inspection result and the next steps.
5. Return Shipping Costs
Return shipping costs are allocated according to the reason for the return.
For Quality-Related Issues
If the product arrives damaged, defective, or incorrect, Axelgig INC will cover the reasonable return shipping costs.
For Non-Quality-Related Returns
If you request a return because you changed your mind, selected the wrong item, or no longer need the product, you will generally be responsible for the return shipping costs.
Original shipping charges are generally non-refundable unless the return is due to our error or otherwise required by applicable law.
6. Refund Policy and Processing Time
Once your returned item has been received and inspected, we will notify you whether your refund request has been approved.
For approved returns:
Refunds will be issued to the original payment method used for the purchase.
Refunds will generally be processed within 3–5 business days after the returned item has been received and approved.
The time required for the funds to appear in your account may vary depending on your payment provider or financial institution.
If your refund has not appeared after the expected processing period, please contact your payment provider or reach out to our customer support team for assistance.
7. Exchange Policy
We accept exchange requests for eligible products within 30 days of delivery, subject to product availability and the conditions outlined in this policy.
An exchange may be considered in the following situations:
The product arrives damaged or defective.
The wrong product was delivered.
The customer wishes to exchange an eligible unused item for another available product.
Exchange Procedure
Step 1: Contact help@axelgig.com with your order number and the reason for the exchange.
Step 2: Our team will review your request and confirm exchange eligibility.
Step 3: If approved, we will provide return instructions and the applicable return address.
Step 4: Send the original product back according to the instructions provided.
Step 5: After the returned product has been received and inspected, we will arrange the replacement shipment, subject to availability.
For confirmed quality issues or incorrect shipments, Axelgig INC will cover the reasonable return shipping costs and the standard shipping costs for the replacement item.
For exchanges requested for personal preference or other non-quality-related reasons, the customer will generally be responsible for the applicable return and replacement shipping costs.
If the requested replacement product is unavailable, our customer support team will discuss an appropriate alternative or refund option with you.
8. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible after placing it.
We will make reasonable efforts to accommodate cancellation requests before the order has been processed or shipped.
Once an order has been dispatched, it may no longer be eligible for cancellation. In such cases, the standard return procedure will apply.
Approved cancellations for which payment has already been collected will be refunded to the original payment method.
9. Late or Missing Refunds
If you have not received an approved refund within the expected timeframe, please take the following steps:
Check your bank account or payment account again.
Contact your credit card company or payment provider, as additional processing time may be required.
Contact your bank to inquire about any pending transactions.
If you still have not received your refund, contact us at help@axelgig.com.
We will make reasonable efforts to assist you in resolving refund-related inquiries.
10. Return Address
All approved returns must be sent to the designated return address provided by our customer support team.
Company Name: Axelgig INC
Return Address:
17901 Danielson Street Apt 102 Canyon Country, CA 91387 United States
Important: Please contact us at help@axelgig.com and obtain return authorization before shipping any product back. If a different return destination is provided for an approved return, please follow the specific instructions issued by our customer support team.
