Yes. Southlake Paws operates exclusively online as a department store for pets and pet parents. We do not have a physical retail location.

All orders ship directly from our trusted and verified supplier partners located in the United States and worldwide. This approach allows for faster delivery times and enables us to offer a wide variety of unique, high-quality products. We currently ship to US addresses only.

Southlake Paws is the merchant of record for every order. Even though products ship directly from our supplier partners, we are fully responsible for customer service, returns, refunds, and ensuring your order arrives as described.

Shipping costs vary depending on the items in your order and the shipping destination. Many of our smaller or standard products typically ship for $9.99 within the United States, but exact rates are calculated automatically at checkout prior to completing your purchase. Any additional fees for expedited shipping, oversized packages, or delivery to remote locations will also be shown before payment.

Orders are typically processed within one to two business days, Monday through Friday, excluding holidays. Delivery times vary depending on the supplier’s location and your shipping address. Standard economy shipping within the United States usually arrives in five to eight business days after shipping.

Once your order ships, we will send a confirmation email with your tracking number and instructions for tracking your package on the carrier’s website.

We’ll replace or refund when: The item arrives damaged or defective, You receive the wrong item, or The product is not as described on the product page. How to start: Email service@southlakepaws.com within 7 days of delivery. Include your order number, a brief description, and clear photos of the product and its original packaging. The 7-day window is based on the carrier’s delivery date. Non-returnable items For hygiene, customization, and supplier restrictions, most items are not returnable unless damaged/defective/incorrect. Examples include (not limited to): pet beds, blankets, and bedding; collars, leashes, harnesses, and apparel; seasonal/holiday décor; personalized items; treats, feeders, bowls, and grooming products; furniture, carriers, crates, and strollers. Please review sizing, materials, and specifications before ordering.

Email: service@southlakepaws.com Customer Care Phone: (214) 308-1733 24/7 Text Sales Support: (214) 308-1733 Hours: Monday – Friday, 8:00 AM – 5:00 PM CST