Refund policy

Effective date: August 10, 2025

Business name: Southlake Paws — a division of Hometown Animal Supply LLC
Business type: Online-only department store for pets and pet parents
Mailing address (not for returns): 520 E Vine Street, Suite #1983, Keller, TX 76248, United States
Email: service@southlakepaws.com
Phone: (214) 308-1733
Business hours: Monday–Friday, 8:00 AM–5:00 PM CT
Sales & Use Tax Permit (TX): 3-20744-0843-9
EIN: 85-1236216

Our commitment

Your satisfaction—and your pet’s happiness—matter to us. We curate premium products from trusted, ethical suppliers in the U.S. and worldwide. Many items are made-to-order or for personal use, so we aim to make our policies clear, fair, and consistent.

What’s eligible for a refund or return

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.

If your return is approved

We’ll issue a Return Merchandise Authorization (RMA) with instructions and the correct return address.

Items must be unused, in original condition, with all packaging and tags, and returned within 7 days of delivery.

Unless the issue was our error, return shipping is the customer’s responsibility.

A 20% restocking fee may apply to certain approved returns.

Important: Do not ship returns to our mailing address. Returns without an RMA may be refused.

Final-sale items

Products marked “Final Sale” or purchased during certain deep-discount promotions are not returnable unless they arrive damaged or incorrect.

Refund timing

Once your item is received and inspected, refunds are typically processed within 3–10 business days back to the original payment method. You’ll receive an email confirmation when the refund is issued.

Fulfillment & manufacturer notes

Many products ship directly from our vetted supplier partners. Product descriptions, ship times, and warranties may be provided by those suppliers. Southlake Paws is not the manufacturer, but we’ll assist you in resolving any product-related issues.

Contact us

Email: service@southlakepaws.com

Phone: (214) 308-1733

Hours: Monday–Friday, 8:00 AM–5:00 PM CT

Mailing address (not a return address): 520 E Vine Street, Suite #1983, Keller, TX 76248, United States