Refund policy
Effective Date: November 19, 2025
Southlake Paws, a division of Hometown Animal Supply LLC, is committed to offering a clear, fair, and transparent return experience. We understand that an item may occasionally not work out. This policy explains when and how returns, refunds, and exchanges are handled. Our standard delivery timelines for new orders are described separately in our Shipping & Delivery Policy and do not change the fourteen (14) day return window, which begins on the date the order is marked as delivered.
Southlake Paws operates as an online retail store for pets and pet parents. We partner with trusted supplier warehouses in the United States and select designer brands, including some based outside the United States. While many items ship directly from these partners, Southlake Paws remains your primary point of contact for questions, concerns, and eligible return requests. We coordinate with our partners on your behalf in accordance with this policy.
To support full transparency, we will always communicate clearly regarding the return process, requirements, and expected timelines, so you know what to expect at each step. All return decisions follow our published policy and product conditions and do not depend on arbitrary or discretionary factors.
When a Return or Refund Is Guaranteed (Our Error)
If an item arrives damaged, defective, incorrect, or materially different from the product description on our website, we will make it right. In these cases, we may arrange a repair, replacement, or refund, depending on the product and availability.
To report an issue, contact us within seven (7) days of the delivery date shown in the carrier tracking. Include your order number, a brief description of the issue, and clear photos of the item and packaging. If a return is required because of our error or a defect, Southlake Paws or our supplier partner will cover reasonable return shipping costs or provide a prepaid return label when available.
General Returns and Exchanges for Change of Mind, Sizing, or Preference
For most non-defective items, we offer a general return window of fourteen (14) days from the date the order is marked as delivered by the carrier. To be eligible, the item must be in new, unused, and unwashed condition, free of odors or pet hair, and must include all original tags, packaging, and accessories.
To request a general return or exchange, email service@southlakepaws.com within the fourteen (14) day window and include your order number, the item you wish to return, and the reason for the request. Because many products ship from supplier or designer warehouses, we must confirm the correct return address and any applicable brand requirements before you send anything back.
For general returns not due to our error or a defect, the customer is responsible for return shipping costs. Certain international or designer brands may incur higher return shipping costs or additional handling charges that originate from the brand or warehouse. We will disclose these costs in advance so you can decide whether to proceed. A restocking fee of up to twenty percent (20%) may apply depending on the brand, item type, and supplier requirements. Any applicable restocking fee will also be communicated clearly before approval.
Approved refunds for general returns are issued to the original payment method unless an exchange or store credit is arranged.
Non-Returnable Items Except When Defective or Incorrect
For health, safety, regulatory, and supplier reasons, some items are non-returnable unless they arrive damaged, defective, or incorrect. This includes:
Opened or used food, treats, supplements, and consumables
Opened grooming products such as shampoos, conditioners, perfumes, and colognes
Personalized, custom, or made-to-order items
Digital products and gift cards
Items marked as Final Sale
Large or oversized items (such as furniture, crate furniture, and pet strollers) may only be returnable with supplier approval and may be subject to additional costs or limitations. We will outline any such conditions before you decide whether to return one of these items.
Designer and International Brands
Some premium and designer items are sourced from international warehouses or partners outside the United States. These items may have longer delivery timelines and may be subject to brand-specific return rules.
In some cases, returns for change of mind or sizing may be limited to exchange or store credit, and return shipping costs may be higher than standard domestic returns. When you contact us with a return request for a designer or international product, we will clearly explain the available options, costs, and conditions so you can make an informed decision.
Return Authorization and Shipping Requirements
All returns require a Return Merchandise Authorization (RMA) and the correct return address. Do not send returns to our general business mailing address unless specifically instructed.
Once an RMA is issued, the item must be shipped within seven (7) days and packaged securely to prevent damage. Returns sent without an RMA, to an incorrect address, or outside the required timeframe may be refused or delayed.
Refund Timelines
Once a returned item is received and inspected by Southlake Paws or by the applicable supplier or designer partner, refunds are generally processed within three (3) to ten (10) business days. Refunds are issued to the original payment method unless store credit or an exchange was arranged in advance. Original shipping charges are typically not refundable unless the return is due to our error, a defect, or a mis-shipment.
Fulfillment and Supplier Partners
Many Southlake Paws products are shipped directly from vetted supplier warehouses in the United States, and select designer items may ship from international partners. Delivery timeframes for new orders are outlined in our Shipping & Delivery Policy and typically fall within eight (8) to eleven (11) business days, depending on product type and carrier. Regardless of fulfillment location, Southlake Paws remains your primary contact for support and eligible returns and will coordinate with our partners in line with this policy.
Questions Before You Order
Some returns may involve restocking fees or higher return shipping costs. If you have questions about sizing, materials, delivery timelines, or return eligibility, we encourage you to contact us before placing an order.
📧 service@southlakepaws.com
📞 (214) 308-1733
Monday–Friday, 8:00 AM – 5:00 PM CT
Southlake Paws is committed to transparency and customer care and will always clearly explain your options under this policy.