Return Policy

Effective Date: January 20, 2026

Southlake Paws (a trade name owned and operated by Hometown Animal Supply LLC) is committed to a clear and transparent return experience. This policy explains how returns, refunds, and exchanges work when items ship from our fulfillment and supplier partners.

14-Day Return Window

We accept eligible return requests within 14 days of the date the order is marked delivered by the carrier. To qualify for a return, items must be:

New, unused, and unwashed

Free of odors, pet hair, or signs of wear

Returned with all original tags, packaging, and accessories

Returns that do not meet these conditions may be refused or may be subject to a partial refund based on the condition of the item.

Sanitary and Hygiene Restrictions

For health and safety, certain items are not eligible for return once opened, used, washed, or tried on in a way that compromises hygiene. This includes, but is not limited to:

Pet beds, blankets, and soft goods that show any signs of use

Apparel, harnesses, collars, and leashes that show wear, pet hair, odors, stretching, or damage

Grooming and hygiene products (shampoo, conditioner, cologne/perfume, wipes)

Consumable items (food, treats, supplements)

These items may only be returned if they arrive damaged, defective, or incorrect.

Damaged, Defective, or Incorrect Items (Our Error)

If your order arrives damaged, defective, or materially different from the product description, we will make it right. Email service@southlakepaws.com within 14 days of delivery and include:

1. Your order number

2. Clear photos of the item and packaging

3. A brief description of the issue

If confirmed as our error, Southlake Paws will provide a replacement or issue a refund, and cover return shipping costs or provide a prepaid return label when applicable.

Return Authorization (RMA) Required

All returns require a Return Merchandise Authorization (RMA). Returns sent without authorization may be refused or significantly delayed.

Because many orders ship directly from our supplier and fulfillment partners, approved returns must be sent back to the specific warehouse listed on your RMA instructions. We will provide the RMA number and the correct return address in writing before you ship anything back.

Where Returns Are Shipped: Returns are routed to the applicable supplier or fulfillment partner address, not to our administrative office. Do not ship returns to the administrative address listed on our Contact page. Returns must follow the return address provided in your RMA instructions.

How to Start a Return

Email service@southlakepaws.com with:

Your order number

The item(s) you wish to return

The reason for the return

RMA response time: We will send your RMA decision and, if approved, the return address and instructions within 1 business day (Monday through Friday). If you do not receive RMA instructions within 1 business day, please contact us again so we can assist promptly.

Customer-Initiated Returns and Restocking Fee (20%)

For eligible returns not due to damage, defect, or incorrect item:

The customer is responsible for return shipping costs.

A 20% restocking fee applies.

Original shipping charges are non-refundable.

The 20% restocking fee covers supplier handling, inspection, and re-stocking costs. The fee is deducted from your refund amount after the return is received and inspected.

Return Shipment Deadline

Once your return 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 return location.

Designer and Specialty Partner Items

Some premium designer or specialty items may ship from partner locations and may have additional return handling requirements. These items follow the same 14-day return window, but return shipping rates may be higher, and certain brands may require specific packaging. Any brand-specific requirements will be provided in your RMA instructions before the return is approved.

Refund Processing Timeline

After your 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.

Contact Us

For questions regarding this policy or to initiate a return, please contact us:

Email: service@southlakepaws.com

Phone/Text: (214) 308-1733

Support Hours: Monday through Friday, 8:00 AM - 5:00 PM CST

Administrative Office: 6729 Starnes Road, North Richland Hills, TX 76182 (Administrative office only. No public retail storefront, showroom, or in-person services.)