Return Policy

Return Eligibility

Eligible return requests must be made within 14 days of the date the order is marked delivered by the carrier. The 14-day window does not mean every item is returnable. It means eligible return or exchange requests must be submitted within that timeframe.

To qualify for consideration, an item must be:

• New, unused, unopened, and unwashed
• Free of odors, pet hair, dirt, stretching, wear, or damage
• Returned with all original tags, packaging, inserts, and accessories
• Approved in advance through a Return Merchandise Authorization, also known as an RMA

Items that do not meet these requirements may be refused, returned to the customer, or in some cases may be subject to a partial refund depending on the condition and supplier approval.

Exchanges

Some of our supplier partners may allow an exchange for a different size, color, or similar item. Exchanges are not guaranteed and require prior approval before anything is shipped back.

If an exchange is approved, the customer is responsible for return shipping costs unless the exchange is due to an item arriving damaged, defective, or incorrect because of our error or the supplier’s error.

Please contact us before sending any item back. Items sent without approval or to the wrong location may be refused or significantly delayed.

Sanitary and Pet Health Restrictions

We take the health and safety of our customers’ pets very seriously. Pet products can be exposed to pet hair, odors, bacteria, viruses, parasites, and other environmental contaminants once opened, tried on, or used.

Certain illnesses, including canine parvovirus and similar contagious conditions, can be highly resistant and may survive on surfaces, fabrics, equipment, clothing, and other materials for extended periods of time. Because indirect transmission may occur through contaminated items, many pet products cannot be returned once they have left the original packaging or entered a home environment.

For this reason, items such as beds, blankets, carriers, apparel, harnesses, collars, leashes, soft goods, and other pet-contact items are not returnable unless they arrive damaged, defective, or incorrect.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or materially different from the product description, please contact us within 14 days of delivery. We will review the issue and work to make it right.

Please email service@southlakepaws.com and include:

• Your order number
• Clear photos of the item
• Clear photos of the packaging
• A brief description of the issue

If the issue is confirmed as our error or the supplier’s error, Southlake Paws will provide a replacement, exchange, store credit, or refund, depending on the item, availability, and supplier resolution. When applicable, return shipping costs may be covered or a prepaid return label may be provided.

Return Authorization Required

All returns and exchanges require prior written approval and a Return Merchandise Authorization, also known as an RMA. Returns sent without authorization may be refused or significantly delayed.

Because many orders ship directly from supplier and fulfillment partner locations, approved returns must be sent to the specific return address provided in your RMA instructions. Returns should not be sent to any Southlake Paws or Hometown Animal Supply LLC business address unless specifically instructed in writing.

How to Request a Return or Exchange

Please email service@southlakepaws.com with:

• Your order number
• The item you are contacting us about
• The reason for the request
• Photos, if the item is damaged, defective, incorrect, or there is a product concern

We typically review return and exchange requests within 1 business day, Monday through Friday. If approved, we will provide the RMA number, return address, and instructions before you ship anything back.

Customer-Initiated Returns and Fees

For eligible customer-initiated returns that are not due to damage, defect, or an incorrect item, the customer is responsible for return shipping costs.

A 20% restocking fee may apply to approved returns. Original shipping charges are non-refundable. The restocking fee covers supplier handling, inspection, processing, and restocking costs and is deducted from the refund amount after the return is received and inspected.

Return Shipment Deadline

Once a return or exchange is approved and an RMA is issued, the item must be shipped within 14 days to the return address provided in the RMA instructions.

Please use a trackable shipping method. The customer is responsible for the package until it is received by the approved return location.

Refund Processing Timeline

After an approved return is received and inspected by the applicable supplier or fulfillment partner, refunds are typically processed within 3 to 10 business days.

Refunds are issued to the original payment method used at checkout. Your bank or card issuer may require additional time to post the funds.

Designer and Specialty Partner Items

Some premium designer, specialty, custom, or partner-fulfilled items may have additional return or exchange handling requirements. These requirements may include specific packaging, return windows, inspection rules, or higher return shipping costs.

Any brand-specific requirements will be provided in your RMA instructions before the return or exchange is approved.