We currently ship to addresses within the United States only. Most orders are processed within 1–3 business days (Monday–Friday, excluding holidays). After your order ships, standard delivery typically takes 5–11 business days. Overall, most orders arrive within 6–14 business days from the date you place your order, depending on the carrier, destination, and whether items ship from domestic warehouses or designer partners.

Shipping rates are calculated at checkout based on the items in your order and your delivery address. All shipping costs and estimated delivery timeframes are displayed before you complete payment so you can review them prior to placing your order.

Yes. Once your order ships, you will receive a shipping confirmation email with a tracking number or tracking link whenever it is provided by the carrier or supplying warehouse. Tracking updates may take 24–48 hours to appear after a label has been created.

If tracking shows “delivered” but you have not received your package, please first check with neighbors, household members, or building management and confirm that your shipping address is correct on your order confirmation. Carriers may occasionally mark packages as delivered 1–2 business days before final drop-off. If your package is still missing after this time, contact us at service@southlakepaws.com within 7 days of the delivery date shown in tracking so we can assist with next steps, which may include a carrier claim when appropriate.

Some premium or designer items ship from outside the United States, but they still deliver to U.S. shipping addresses only. These items may have longer transit times and tracking updates may appear less frequently as packages move between countries or through customs. Any extended delivery windows provided by the supplier will be reflected in the estimates shown at checkout.

We offer a 14-day return and exchange policy. If an item arrives damaged, defective, incorrect, or materially different from what was described on the product page, we will repair, replace, or refund it when you contact us within 7 days of delivery and provide your order number and photos. For most other eligible items, you may request a return or exchange within 14 days of delivery, as long as the item is in new, unused condition with all original tags, packaging, and accessories.

For returns due to our error (damaged, defective, wrong, or materially misdescribed items), Southlake Paws or our supplier/designer partner will cover reasonable return shipping costs, or we will provide a prepaid return label when available. For general returns related to change of mind, sizing, or preference, customers are responsible for return shipping costs. A restocking fee of up to 20 percent may apply depending on the supplier or designer brand; we will disclose any fees before you decide whether to proceed.

In many cases, yes. For most eligible non-defective items, you can request a return or exchange within 14 days of delivery if the item is in new, unused condition with all original tags, packaging, and accessories. You will be responsible for return shipping costs and a restocking fee of up to 20 percent may apply. Some premium or international designer items, especially oversized pieces, may only be eligible for store credit or exchange as determined by the brand and as noted on the product page.

Yes. Due to health, safety, and supplier restrictions, certain items are not returnable unless they arrive damaged, defective, or incorrect. This includes opened food, treats, supplements, and other consumables; opened grooming products such as shampoos, conditioners, perfumes, and colognes; personalized, custom, or made-to-order items; gift cards and digital products; and items clearly marked as final sale or clearance. Large or oversize items such as furniture, crate furniture, and strollers may only be returnable on a case-by-case basis with supplier approval and may be subject to additional shipping costs or restocking fees.

To request a return or exchange, email service@southlakepaws.com within 14 days of delivery. Include your order number, the item you would like to return, and the reason for your request. Our team will review your request, confirm whether the item is eligible under our policy and the supplier’s rules, and then provide you with a Return Merchandise Authorization (RMA), the correct return address, and any applicable return shipping or restocking fee details.

Please do not send returns to our general mailing address. Many items ship from third-party warehouses or designer partners, so your return must be sent to the specific warehouse or address approved for your order. Once your return request is approved, we will provide a Return Merchandise Authorization (RMA) and the correct return address. Returns sent without an RMA or to the wrong address may be refused or significantly delayed.

Once your approved return is received and inspected by our team or by the supplying warehouse or designer partner, refunds are typically processed within 3–10 business days. Refunds are issued to the original payment method unless a store credit or exchange was agreed upon. Original shipping charges are generally not refundable unless the return is due to our error or a defective item. You will receive an email confirmation once your refund has been processed.

If you have any questions about sizing, materials, shipping times, return eligibility for a specific product, or anything else, we encourage you to reach out before you place your order. You can contact us at service@southlakepaws.com or by phone/text at (214) 308-1733, Monday–Friday, 8:00 AM – 5:00 PM CT.