Refund policy

Southlake Paws Return & Refund Policy

At Southlake Paws, we are committed to your satisfaction and your pet’s happiness. While we specialize in premium, hand-selected products—many of which are made to order or considered personal-use items—we understand that issues may occasionally arise. We want your shopping experience to be clear, fair, and trustworthy.

Return Eligibility

We accept returns or issue refunds under the following circumstances:

  • The product arrives damaged or defective

  • You receive the wrong item

  • The product is not as described

To initiate a return or request a refund, please contact us within 7 days of delivery at service@southlakepaws.com with:

  • Your order number

  • A brief description of the issue

  • Clear photos of the product and packaging

Non-Returnable Items

Due to hygiene standards, customization, and supplier restrictions, most items on our site are non-returnable unless they arrive damaged, defective, or incorrect. This includes, but is not limited to: beds, collars, leashes, blankets, bowls, carriers, crates, apparel, costumes, personalized items, seasonal decor, treats, furniture, and other pet-use or made-to-order products.

We strongly encourage customers to review all product details, including sizing and materials, before placing an order.

If Your Return Is Approved:

  • You’ll receive a Return Authorization (RA) number and instructions.

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

  • Customers are responsible for return shipping unless the return is due to our error.

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

Final Sale Items

Products marked as “Final Sale” or purchased using a deep discount or promotion are not eligible for return unless damaged or incorrect.

Refund Processing

Once your return is received and inspected, please allow up to 4–6 weeks for processing. Refunds will be issued to the original payment method.

Product Fulfillment & Manufacturer Responsibility

Many of our items are shipped directly from our supplier partners. While we vet all vendors for quality and reliability, product descriptions, fulfillment timelines, and warranties are provided by the suppliers. We will help facilitate issue resolution when needed, but Southlake Paws is not the manufacturer.

Contact Us

  • Email: service@southlakepaws.com

  • Phone: 214-308-1733

  • Hours: Mon–Fri, 8 AM – 5 PM CST

  • Mailing Address (not for returns):
    520 E Vine Street Ste #1983 Keller Texas 76248 United States