Shipping policy

Last Updated: November 2025
Business Name: Southlake Paws - a division of Hometown Animal Supply LLC
Customer Support Email: service@southlakepaws.com
Phone: (214) 308-1733

Reliable, Tracked Shipping

Southlake Paws ships products from trusted supplier warehouses within the United States and from select designer brands that may ship from outside the United States. Every order includes shipment tracking and delivery updates whenever they are available from the carrier or supplying warehouse. At this time, we only ship to addresses within the United States. We do not add hidden shipping or handling fees after checkout - all shipping charges are clearly shown before you place your order.

Processing Times

Orders are typically processed within 1 to 3 business days, Monday through Friday, excluding holidays. Processing begins once payment has cleared. Orders placed after business hours, on weekends, or on holidays will begin processing on the next business day. Specialty, designer, or made to order products may require additional processing time. When provided by the supplier, this information will appear on the product page or at checkout.

Shipping Methods and Estimated Delivery

Our standard total delivery timeframe, including both processing and transit, is generally 8 to 11 business days from the date your order is placed. This timeline reflects an average processing window of 1 to 3 business days followed by an estimated carrier transit window of approximately 5 to 8 business days.

For standard delivery within the United States, once your order has shipped, typical transit times fall between 5 and 8 business days. Designer items and products that ship from outside the United States may require additional time depending on supplier processing, carrier routing, customs clearance, or seasonal volume.

Shipping rates are calculated at checkout based on the items in your order and your delivery address. All shipping costs and estimated delivery windows are shown at checkout before payment is completed. Delivery estimates are provided by carriers and suppliers and may vary due to weather conditions, carrier delays, customs inspections, or peak seasonal activity. Orders containing multiple items, designer brands, or items fulfilled from different warehouses may arrive in separate shipments on different days.

Tracking and Communication

Once your order ships, you will receive a shipping confirmation email that includes tracking details when tracking is available. Please verify that your email address and shipping address are correct at checkout to help avoid delays or misdelivery. Tracking updates are controlled by the carrier and may take 24 to 48 hours to begin displaying movement after a label has been created.

Lost, Missing, or Damaged Packages

If tracking indicates that your package has been delivered but you have not received it, we recommend checking with neighbors, your building office, or household members. Confirm that the delivery address on your order confirmation is correct. It is also common for carriers to mark packages as delivered shortly before the actual delivery occurs, so allow 1 to 2 additional business days. If your package is still not located, contact us at service@southlakepaws.com within 7 days of the delivery date shown in the tracking information so we may assist you, including filing a carrier claim when appropriate.

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery. Include your order number and clear photos of the item and packaging. After reviewing the information, we will help arrange the appropriate solution in accordance with our Return and Refund Policy, which may include a replacement, repair, or refund when the item arrives damaged, defective, incorrect, or materially different from the product description.

Shipping Restrictions

We ship only within the United States and do not ship to international addresses or United States territories. Certain products may be restricted or unavailable for shipment based on hazardous-material regulations, perishability, or regional limitations. Deliveries to P.O. Boxes, APO or FPO addresses, or remote locations are not guaranteed and may require additional transit time or fees when available.

Designer and International Brands

Some premium and designer brands offered by Southlake Paws are sourced from international suppliers and may ship from outside the United States, though deliveries are still limited to U.S. addresses. Delivery windows for these items may be longer than standard domestic shipments, depending on supplier processing and customs-related steps. Tracking events may update less frequently for shipments moving between countries.

Return and exchange options for designer or international brands may be more limited due to brand-specific policies. These details are provided in our Return and Refund Policy, and we will always explain the available options before you commit to a return.

Viewing Shipping Costs Before Purchase

All shipping rates and estimated delivery windows are displayed at checkout before you submit payment. Certain product pages may show additional delivery estimates when those estimates are provided by suppliers or designer partners. If you have questions about shipping costs or timelines for any product, you are welcome to contact us before placing your order.

Contact Information

For questions regarding shipping, delivery, or tracking, please contact us at service@southlakepaws.com or (214) 308-1733 during our business hours of Monday through Friday, 8:00 AM to 5:00 PM Central Time.

Important Reminder

Please review our Return and Refund Policy for detailed information about eligibility, timelines, and instructions for requesting a return. Do not send returns to our general mailing address unless you have received explicit return instructions and a Return Merchandise Authorization (RMA) from our support team.