Effective Date: December 17, 2025

Southlake Paws, a division of Hometown Animal Supply LLC, is committed to offering a clear and transparent return experience. We understand that an item may occasionally not work out. This policy explains the requirements for returns, refunds, and exchanges to ensure a safe and fair process for all pet parents.

The 14-Day Return Window

We offer a general return window of fourteen (14) days from the date the order is marked as delivered by the carrier. To be eligible for a return, the item must be in new, unused, and unwashed condition, free of odors or pet hair, and must include all original tags, packaging, and accessories.

Sanitary and Hygiene Restrictions

For the health and safety of all pets and to comply with sanitary regulations, certain items are non-returnable once the original packaging has been opened or the seal has been broken. This includes pet beds, blankets, apparel, and collars that show signs of use, as well as grooming products like shampoos, perfumes, and colognes. Consumable items such as food, treats, and supplements are also non-returnable for safety reasons. These items may only be returned if they arrive damaged, defective, or if the incorrect item was shipped.

Damaged or Incorrect Items (Our Error)

If an item arrives damaged, defective, or materially different from the product description, Southlake Paws will correct the issue. In these cases, we may arrange a replacement or a full refund. Please contact us within seven (7) days of delivery at service@southlakepaws.com with your order number and clear photos of the issue. For returns caused by our error, Southlake Paws will cover return shipping costs or provide a prepaid label.

General Returns for Change of Mind or Sizing

For standard returns not due to a defect, the customer is responsible for return shipping costs. Because we partner with specialized supplier warehouses and designer brands, a restocking fee of up to twenty percent (20%) may apply depending on the item type and supplier requirements. We will disclose any applicable fees and the correct return address to you before you ship the item back. Approved refunds for general returns are issued to the original payment method.

Designer and International Shipments

Some premium designer items are sourced from international partners. These items are subject to the same 14-day return window, but return shipping costs to international warehouses may be higher than domestic rates. When you request a return for an international product, we will provide you with the specific brand requirements and costs so you can make an informed decision.

Return Authorization (RMA) Process

All returns require a Return Merchandise Authorization (RMA). Please do not send returns to our Austin, Texas business mailing address, as it is an administrative office and cannot process physical shipments. To start a return, email service@southlakepaws.com with your order number. Once an RMA is issued, the item must be shipped within seven (7) days to the provided warehouse address.

Refund Processing Timelines

Once your return is received and inspected by our warehouse or designer partner, refunds are generally processed within three (3) to ten (10) business days. Refunds are issued to the original payment method used at checkout. Please note that original shipping charges are non-refundable unless the return is due to our error.

Contact Us

If you have questions regarding sizing, materials, or return eligibility before you place an order, our team is happy to help.

Email: service@southlakepaws.com Phone: (214) 308-1733 Hours: Monday through Friday, 8:00 AM – 5:00 PM CST