Shipping Policy

Southlake Paws, a division of Hometown Animal Supply LLC, is committed to providing reliable and transparent shipping for pet parents throughout the United States. We partner with trusted domestic suppliers and select designer brands to offer quality products for pets and their people.

Reliable Tracked Shipping

Every order placed with Southlake Paws includes shipment tracking and delivery updates when provided by the shipping carrier.

We ship exclusively to eligible physical residential and business addresses within the United States. We do not ship to P.O. Boxes, international addresses, or U.S. territories.

All applicable shipping charges are displayed during checkout. No undisclosed shipping fees are added after an order has been submitted. Additional charges may apply only when reshipment, address correction, return-to-sender service, special handling, or another customer-requested service becomes necessary after checkout.

Processing and Handling Times

Orders are typically processed within one to three (1–3) business days, Monday through Friday, excluding holidays. Processing begins after payment has been successfully authorized or cleared and all required order, contact, and shipping information has been received.

Orders placed after business hours, on weekends, or on holidays will begin processing on the next business day.

Once an order has entered processing or has been submitted to a supplier for fulfillment, changes or cancellations may not be possible.

Estimated Delivery Timeline

We strive to deliver your pet’s products as quickly as possible.

Standard Delivery: Most orders are delivered within five to ten (5–10) business days after processing.

Delivery dates are estimates and are not guaranteed. Actual delivery times may vary due to carrier delays, weather conditions, seasonal shipping volume, supplier processing, service interruptions, address-verification issues, or other circumstances outside the control of Southlake Paws.

Shipping Rates and Tracking

Shipping rates are calculated and displayed at checkout based on the items ordered, package weight, supplier location, delivery address, and available shipping method.

Once an order has shipped, a confirmation email or text message containing tracking information will be sent when available. Tracking information may take approximately 24 to 48 hours after label creation to display movement.

Customer Contact Information

Customers are responsible for providing accurate and monitored contact information when placing an order.

Customers should provide:

• A valid email address
• A valid telephone number
• The complete name of the recipient
• A complete physical delivery address

Southlake Paws may place an order on hold if the contact information or shipping information provided appears inaccurate, incomplete, inconsistent, or insufficient to complete delivery.

By placing an order, the customer authorizes Southlake Paws to contact them using the email address or telephone number provided regarding order verification, address corrections, payment issues, fulfillment questions, shipping delays, delivery problems, or returned packages.

Customers are responsible for monitoring the contact information provided with the order, including email spam or junk folders, voicemail, and text messages.

Southlake Paws is not responsible for delays or cancellations caused by a customer’s failure to provide accurate contact information or respond to an order-related communication.

Customer Responsibility for Shipping Addresses

Customers are solely responsible for reviewing and confirming that the complete shipping address entered during checkout is accurate before submitting an order.

The address must include:

• Recipient’s complete name
• Physical street address
• Apartment, suite, unit, building, or lot number, when applicable
• City
• State
• ZIP Code

Southlake Paws is not responsible for delivery delays, lost packages, misdeliveries, or returned shipments resulting from:

• An incorrect or incomplete shipping address
• A missing apartment, suite, unit, or building number
• An outdated address
• A typographical error entered during checkout
• A P.O. Box or other prohibited address
• An address that cannot be accessed or serviced by the carrier
• The customer’s failure to retrieve or accept the package
• The customer’s failure to respond to carrier delivery notices
• The customer’s failure to respond to Southlake Paws

Customers should contact us immediately after placing an order if an address correction is needed. Address changes are not guaranteed once an order has been submitted for processing or fulfillment.

Southlake Paws is not responsible for replacing or refunding an order delivered to the address entered by the customer during checkout, including situations in which the customer later reports that the address was entered incorrectly.

P.O. Box Restrictions

Southlake Paws does not ship to P.O. Boxes. A valid physical residential or business street address is required.

If a customer submits an order using a P.O. Box, the order may be placed on hold while Southlake Paws requests a valid physical address.

The customer will have seven (7) calendar days from the date of our first address-verification notice to provide an acceptable physical address.

If the customer does not respond within seven (7) calendar days:

• Any uncaptured payment authorization may be voided.
• Any standard, unshipped order may be canceled and refunded to the original payment method.
• Customized, personalized, made-to-order, final-sale, or supplier-committed merchandise will remain subject to the applicable product and cancellation terms.

If an order is shipped to a P.O. Box and is subsequently refused, deemed undeliverable, or returned to the sender, the customer will be responsible for all costs required to correct and resend the shipment.

These costs may include:

• Original shipping charges
• Return-to-sender charges
• Carrier address-correction fees
• Supplier handling fees
• A 15% restocking and handling fee
• The full cost of shipping the order to the corrected physical address

The order will not be reshipped until all applicable charges have been paid and a valid physical address has been confirmed.

Address Verification and Customer Non-Response

When Southlake Paws identifies an incomplete, inaccurate, unsupported, or potentially undeliverable address, we may contact the customer by email, telephone, voicemail, or text message.

We may make multiple contact attempts using the information provided with the order.

The order will be placed on an address-verification hold for up to seven (7) calendar days beginning on the date of the first contact attempt.

If the customer does not provide the requested information by the deadline, Southlake Paws may cancel the order.

For standard merchandise that has not shipped, payment will either not be captured or will be refunded to the original payment method.

A restocking or cancellation fee will not ordinarily apply to standard merchandise that has not been shipped or committed to a supplier.

Customized, personalized, engraved, embroidered, made-to-order, final-sale, or specially sourced merchandise may not be canceled once production or supplier fulfillment has begun. Any applicable nonrefundable terms will be determined by the product listing, return policy, supplier requirements, and applicable law.

Returned-to-Sender Shipments

Packages may be returned to the sender because of:

• An incorrect or incomplete address
• An undeliverable or unsupported address
• A P.O. Box
• Refusal of delivery
• Failure to retrieve the package
• Repeated unsuccessful delivery attempts
• An unclaimed shipment
• Failure to respond to carrier notices
• Another issue attributable to the customer or delivery address

A returned-to-sender package is not automatically considered an approved return.

Once Southlake Paws receives notice that a package is being returned, or receives confirmation that the merchandise has been returned, we will attempt to contact the customer using the information provided with the order.

The customer must respond within fourteen (14) calendar days from the date of our first returned-package notice and select one of the available resolutions.

Reshipment

When reshipment is approved, the customer must:

• Provide and confirm an eligible physical address
• Pay all applicable return-to-sender fees
• Pay any carrier, supplier, or handling charges
• Pay the full cost of reshipping the order

The package will not be reshipped until the required charges have been paid.

Refund or Store Credit

Any refund or store credit offered for a returned-to-sender package is issued at the discretion of Southlake Paws, subject to applicable law and the eligibility of the merchandise.

When a refund or store credit is approved:

• Original shipping charges are nonrefundable.
• Return-to-sender charges may be deducted.
• Carrier and supplier fees may be deducted.
• A 15% restocking and handling fee may be deducted.
• Additional shipping or address-correction charges may be deducted.
• The merchandise must be received and inspected before a resolution is issued.
• Any refund will be returned to the original payment method whenever possible.

Items that are personalized, customized, made to order, final sale, used, damaged, opened, or otherwise ineligible under our return policy may not qualify for a refund or store credit.

Unclaimed and Abandoned Returned Orders

Southlake Paws cannot hold returned merchandise indefinitely.

If the customer does not respond within fourteen (14) calendar days after our first returned-package notice, Southlake Paws may process any eligible refund automatically, less the following amounts:

• Original shipping charges
• Return-to-sender shipping charges
• Carrier fees
• Supplier fees
• A 15% restocking and handling fee
• Other documented costs directly associated with the return

No refund will be issued until the merchandise has been received and inspected.

If the merchandise is not eligible for a refund, including customized, personalized, made-to-order, used, damaged, sanitary, or final-sale merchandise, Southlake Paws may continue holding the merchandise for up to thirty (30) calendar days after the first returned-package notice.

If the customer does not respond and pay the applicable reshipping charges within that 30-day period, the merchandise may be considered abandoned. To the extent permitted by law, Southlake Paws may dispose of, donate, liquidate, or otherwise remove the merchandise without further refund, credit, replacement, or liability.

Refused and Unclaimed Deliveries

Refusing a package or failing to retrieve a package does not constitute an approved cancellation or return.

Customers who refuse delivery or allow a package to remain unclaimed remain responsible for:

• Original shipping charges
• Return shipping charges
• Carrier fees
• Supplier fees
• A 15% restocking and handling fee
• Any loss in value or damage occurring during return transit

Any remaining eligible refund will be determined after the merchandise has been returned and inspected.

Delivery Issues and Damaged Goods

Packages Marked as Delivered

If tracking shows that your package was delivered but you have not received it, please check:

• Around the delivery location
• With household members
• With neighbors
• With building management
• In parcel lockers or mailrooms
• Directly with the shipping carrier

You must contact Southlake Paws at service@southlakepaws.com within two (2) business days of the recorded delivery date.

A carrier investigation may be required. Southlake Paws cannot guarantee a replacement or refund when tracking confirms delivery to the address provided with the order.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within fourteen (14) days of delivery.

Your message must include:

• Order number
• Description of the problem
• Clear photographs of the item
• Photographs of the shipping packaging
• Photograph of the shipping label
• Photographs of any visible damage

Please retain the item and all original packaging until the claim has been resolved.

Approved claims will be handled through a replacement, refund, store credit, or another appropriate resolution in accordance with our 14-Day Return Policy.

Shipping Restrictions

We currently ship only within the United States.

We do not ship to:

• P.O. Boxes
• International addresses
• U.S. territories
• Freight-forwarding services, unless approved in advance
• Addresses that cannot be verified or serviced by the selected carrier

A valid physical residential or business delivery address is required.

Policy Acceptance

By placing an order with Southlake Paws, the customer acknowledges and agrees to this Shipping and Delivery Policy, including the address requirements, customer-response deadlines, returned-package procedures, reshipping charges, and applicable restocking and handling fees.

Contact Us

For questions regarding shipping, delivery, tracking, or address verification, please contact our team during regular business hours.

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

Because the abandonment and fee provisions create contractual obligations, this version should be reviewed by a qualified attorney before publication, particularly the 30-day abandonment provision and treatment of customized or final-sale merchandise.