Dispute Resolution
When something is not right, here is how we make it right.
This page sets out every option available to you if a problem arises with your order — from the first message you send us through to formal channels you may use if we cannot resolve it ourselves. We sell modern designer cat furniture, smart home technology, and everyday accessories from independent makers across the United States, and we stand behind every order placed on this site.
A registered business
with nothing hidden.
Every order placed on this site is a transaction with a real, registered company. Here is exactly who that is. Any dispute you raise goes directly to this entity.
The Meow Picks is an independent, multi-brand retailer. We curate and sell products from independent makers — including studios such as MiaCara, Sophisticated Scratch, and PurrFriendlyLitter — but we are your single point of contact for any dispute, regardless of which maker made the product.
Most problems are resolved
in a single message.
Before raising a dispute anywhere else, please write to us. We answer every message ourselves and we aim to respond within 1 business day, Monday through Friday. Reaching out directly is almost always the fastest route to a resolution — and we would far rather put something right ourselves than have it escalate.
Email — preferred for all disputes
Send your order number, a clear description of the issue, and any photos (for damaged or faulty items) to josh@themeowpicks.com. This creates a written record that helps us resolve your case accurately and quickly.
Call us during business hours
You can reach us by phone at +1 347-352-5552, Monday through Friday, 9:00 AM to 6:00 PM Eastern Time. If you call outside those hours, please leave a voicemail and we will return your call the next business day.
Chat on our website
Live chat is available directly on www.themeowpicks.com during business hours. It is best suited for quick questions; for a formal dispute or return, email is recommended because it creates a paper trail for both parties.
Formal written correspondence
If you need to contact us by post, send to: Aesthi Technologies Inc., 8 The Green #Suite A, Dover, DE 19901, United States. Please include your order number and a return address so we can reply.
What to include when you contact us: your full name, email address used at checkout, order number, the item(s) involved, a clear description of the issue, and, where relevant, photos of any damage or defect. The more specific you are, the faster we can help.
A clear process,
from first message to final resolution.
Every dispute follows the same structured path. We do not delay, deflect, or pass you between departments. Here is exactly what happens after you contact us.
You contact us
Email, phone, or live chat. Include your order number and a description of the problem. Photos help for any damage claim.
We acknowledge within 1 business day
We confirm receipt, review your order details, and let you know what information we may need from you to proceed.
We investigate and respond
We liaise with the relevant maker if needed, assess the claim against our policies, and come back to you with a proposed resolution, typically within 3–5 business days of receiving all required information.
Resolution is implemented
Agreed outcomes — whether a refund, replacement, repair, or other remedy — are carried out promptly. Refunds are issued to your original payment method within 5–10 business days of approval.
If you are not satisfied with our proposed resolution, you may escalate. The escalation options available to you — including chargebacks, FTC complaints, and state attorney general offices — are set out in the sections below. We encourage you to use them if we have not resolved your dispute to a fair standard.
When you want to return
something or claim a refund.
Our full return and refund terms are set out in our Refund Policy. The key points for the purpose of a dispute are below.
Time-limited return window per item
Most items may be returned within the window stated on their product page, measured from the delivery date, provided they are unused and in original packaging. Some makers set shorter windows; where applicable, this is disclosed on the product page before purchase. Once a window closes, a standard return is no longer available.
Items must be unused and re-saleable
To qualify for a return, an item must be unused, in its original packaging, and in a condition that can reasonably be resold. Items that have been used, opened (for hygiene-sensitive products such as beds and litter), damaged by a cat, or returned without prior authorization cannot be accepted. Made-to-order pieces and items marked final sale are non-returnable.
Items that arrive damaged or develop a fault
If your order arrives damaged, or a product develops a fault through no fault of your own, contact us as soon as possible with photos and your order number. We will liaise with the maker and, depending on the outcome, put it right with a replacement, repair, or full refund. You will not bear return shipping costs where the fault is ours or the maker's.
When refunds are issued
Refunds are processed once the maker has received and inspected the returned item. We then issue the refund to your original payment method, usually within 5–10 business days. Allow additional time for your bank or card provider to credit your account. We will notify you by email when a refund has been issued. Original shipping costs and any applicable restocking fees are non-refundable unless the fault is ours.
Products sold directly by a partner brand
Some items we feature link out to a partner brand's own website to complete the purchase. For those transactions, the partner's own return and refund policy applies. If you are unsure whether your purchase was with us directly or with a partner, check your order confirmation email or write to us and we will confirm.
Always contact us before sending anything back
Do not ship a return to us or to a maker without first receiving written authorization and instructions from us. Unauthorized returns cannot be accepted or refunded. Start by emailing josh@themeowpicks.com with your order number and the item you wish to return.
Your right to dispute
a charge with your bank.
If you paid by credit or debit card and we have been unable to resolve your dispute to your satisfaction, you have the right to contact your card issuer or bank and dispute the charge directly. This is a standard consumer protection available under the rules of the card networks (Visa, Mastercard, American Express, Discover) and, for credit cards, under the Fair Credit Billing Act (15 U.S.C. §1666 et seq.).
Under the Fair Credit Billing Act, credit card holders may dispute billing errors — including charges for goods not received, goods that differ materially from their description, or unauthorized charges — within 60 days of the billing statement on which the charge first appeared. Your card issuer is required to acknowledge your dispute within 30 days and resolve it within two billing cycles (not to exceed 90 days).
We cooperate fully and in good faith with all chargeback investigations. We maintain complete records of every transaction, shipping confirmation, and communication, and we respond to all card-issuer requests promptly. We do not penalize customers for exercising their right to file a chargeback.
If you choose to file a chargeback, please note that you should still retain your order confirmation and any correspondence with us, as your card issuer may ask for it as supporting evidence.
Disputing a charge on a credit card
For credit card purchases, the Fair Credit Billing Act (FCBA) gives you the right to dispute billing errors. Contact the number on the back of your card, or write to your card issuer at the billing-inquiry address on your statement. File within 60 days of the billing statement showing the charge.
Disputing a charge on a debit card or PayPal
Debit card disputes are governed by the Electronic Fund Transfer Act (15 U.S.C. §1693 et seq.). Contact your bank directly. For PayPal payments, you may open a dispute through the PayPal Resolution Center at paypal.com/disputes. Time limits differ by payment method, so act promptly.
Federal laws that
protect every U.S. customer.
The following federal statutes apply to your purchase from this store. They exist independently of our own policies and cannot be waived.
Protection from unfair or deceptive practices
The Federal Trade Commission Act prohibits unfair or deceptive acts or practices in commerce. All product descriptions, pricing, availability information, and promotional claims on this site are truthful, not misleading, and backed by evidence. If you believe any representation on this site is deceptive, you may report it to the FTC at reportfraud.ftc.gov.
Shipping within stated timeframes
The FTC's Mail, Internet, and Telephone Order Merchandise Rule requires us to ship within the timeframe stated at the time of purchase or, if no timeframe is stated, within 30 days. If we cannot ship on time, we will notify you and give you the option to consent to a revised ship date or cancel your order for a full refund. You have the right to cancel at no cost to you if your order is delayed.
Credit card billing dispute rights
As described in the Chargebacks section above, the FCBA gives credit card holders the right to dispute billing errors with their card issuer. We comply fully with all FCBA-related chargeback processes and do not contest legitimate disputes.
Debit card and electronic payment rights
The EFTA protects consumers who use electronic funds transfers, including debit card purchases. If you believe an unauthorized transfer was made from your account in connection with your purchase here, contact your bank promptly. Time limits for reporting unauthorized transfers under the EFTA are strict, so act as quickly as possible.
Marketing email opt-out
All marketing emails from The Meow Picks are opt-in and include a working unsubscribe link. If you receive an unwanted marketing email from us, you may unsubscribe at any time using the link in the email footer. Transactional emails (such as order confirmations and shipping notifications) are not marketing emails and will continue to be sent for active orders. If you have a concern about an email, contact us at josh@themeowpicks.com.
How to report a concern to the FTC
If you believe our business practices violate FTC rules, you may file a complaint at reportfraud.ftc.gov. The FTC does not resolve individual consumer disputes, but reports help identify patterns of misconduct and may prompt investigation. Filing an FTC report does not affect your right to pursue other remedies.
Written warranties,
honored as stated.
Where a maker provides a written manufacturer's warranty with their product — most common on furniture and technology items — that warranty is disclosed on the product page and we honor it as your point of contact.
Your rights under federal warranty law
The Magnuson-Moss Warranty Act requires that written warranties on consumer products be available before purchase, be written in plain language, and clearly state what is and is not covered. Any written warranty passed through from a maker is available on the relevant product page. Nothing in our terms limits the protections this Act provides. If a warranted product fails during its warranty period, contact us and we will liaise with the maker to honor the warranty.
What maker warranties typically cover
Maker warranties generally cover defects in materials and workmanship under normal use. They do not typically cover: damage caused by a cat (scratching, chewing, urine), accidental damage, wear and tear, or damage resulting from incorrect assembly or use outside the maker's guidelines. The specific terms of each warranty are on the relevant product page.
Implied warranties under state law
In addition to any written manufacturer's warranty, products sold in the United States may carry implied warranties under applicable state law — most commonly the implied warranty of merchantability (that a product works for its ordinary purpose) and the implied warranty of fitness for a particular purpose. These implied warranties exist by operation of law and are not affected by the presence or absence of a written warranty on a product.
Making a claim is straightforward
Email josh@themeowpicks.com with your order number, the product name, a description of the defect, and photos where possible. We will confirm whether the product carries a written warranty, assess your claim, and work with the maker to carry out the appropriate remedy: replacement, repair, or refund as applicable under the warranty terms.
Lost, delayed, or
damaged in transit.
Our full shipping terms are set out in our Shipping Policy. The following covers the most common shipping-related disputes.
Order shows delivered but has not arrived
If your tracking shows delivered but you have not received your order, check with neighbors and any safe-drop location on your property first. Then contact us at josh@themeowpicks.com with your order number. We will open an investigation with the carrier. Please contact us within 10 days of the marked delivery date, as carrier investigations have strict time limits. Where a parcel is confirmed lost in transit, we will reship or refund.
Order is taking longer than the estimated timeframe
Because our products come from independent makers, estimated delivery times are stated per item at checkout and on the product page. Some pieces ship from abroad and take longer. If your order is significantly past the estimated window and tracking has not updated, contact us. We will follow up with the maker and carrier and keep you informed. Under the FTC Mail Order Rule, where a delay arises, we will notify you and you may cancel for a full refund.
Item arrived visibly damaged
If your order arrives with visible damage, do not discard the packaging. Take photos of the outer packaging, the inner packaging, and the damaged item before moving or using it. Then email josh@themeowpicks.com with your order number and the photos. We will assess the damage with the maker and arrange a replacement, repair, or refund as appropriate. You will not bear return shipping costs for transit damage.
You received a different item than ordered
If you receive an item different from what you ordered, contact us immediately with your order number and a photo of the item received. We will arrange for the correct item to be sent and cover all return shipping costs for the incorrect item. You will not be charged for any additional shipping in this scenario.
Parcels refused, redirected, or unclaimed
If you redirect a parcel through a carrier service after dispatch, or a parcel is returned to us because it was refused or could not be delivered, you may be responsible for the item and any return shipping and handling fees, and you may not receive a full refund of your original order. Please contact us before redirecting a parcel if possible.
Additional rights for
California residents.
If you are a resident of California, the California Consumer Privacy Act (CCPA), as amended by the California Privacy Rights Act (CPRA), gives you specific rights regarding your personal information. These apply in addition to the federal protections described above.
What personal information we have collected
You may request a disclosure of the categories and specific pieces of personal information we have collected about you, the categories of sources, the business purpose for collecting it, and the categories of third parties we share it with. Submit a verifiable consumer request to josh@themeowpicks.com.
Requesting deletion of your personal information
You may request that we delete personal information we have collected from you, subject to certain exceptions under California law (for example, information we need to complete a transaction, comply with a legal obligation, or detect fraud). Email us at josh@themeowpicks.com to make a deletion request.
We do not sell or share personal information
We do not sell your personal information to third parties for monetary consideration, nor do we share it for cross-context behavioral advertising purposes. Our full data practices are described in our Privacy Policy.
Exercising your rights will not affect your service
We will not discriminate against you for exercising any of your California privacy rights. You will receive the same prices, products, and quality of service regardless of whether you submit a privacy request.
Correcting inaccurate personal information
You may request that we correct inaccurate personal information we hold about you. If your shipping address, email address, or other account information is incorrect, contact us at josh@themeowpicks.com and we will update our records.
Filing a complaint with the California AG
California residents may also submit complaints to the California Attorney General's Office. General consumer complaints: oag.ca.gov/consumers. Privacy-specific complaints regarding CCPA/CPRA: oag.ca.gov/privacy/ccpa.
Which law governs
your purchase.
Aesthi Technologies Inc. is incorporated in the State of Delaware and operates its online store at www.themeowpicks.com exclusively for customers within the United States. Your purchase from this store is governed by the laws of the State of Delaware, without regard to conflict-of-law principles, except where federal law applies (as described throughout this page) or where mandatory consumer-protection laws in your own state provide additional rights that cannot be waived by contract.
Any legal claim or proceeding arising from your purchase that is not resolved through the process described on this page will be subject to the exclusive jurisdiction of the state and federal courts located in the State of Delaware, except where your mandatory local law provides otherwise or where you choose to use a small claims court in your own jurisdiction (see below).
Nothing in this section affects your right to use the dispute-resolution channels described on this page, your right to file a complaint with a government agency, or any consumer rights you hold under the law of your state of residence.
You may use small claims court in your state
For disputes within the monetary limits of your state's small claims court, you may bring a claim in the small claims division of a court in your own county or state of residence. Small claims court is designed to be accessible without legal representation. Limits vary by state — most range from $5,000 to $15,000. Check your state court's website for limits and procedures. We will not raise a jurisdictional objection to a properly filed small claims action.
Class action rights
This dispute resolution page describes the informal resolution process available to you as an individual customer. Your Terms of Service may set out additional terms regarding class actions or consolidated proceedings. Please review those terms for full details. Nothing in this policy waives any right that cannot be waived under applicable law.
If we could not resolve it,
here is where to go next.
We encourage you to try our direct resolution process first. If you have done so and remain unsatisfied, the following external channels are available to you. All of them are free of charge and open to any U.S. consumer.
FTC — Report a business practice
The FTC accepts consumer reports about unfair or deceptive business practices at reportfraud.ftc.gov. The FTC does not resolve individual disputes but uses reports to identify broader patterns and may take regulatory action. Filing with the FTC does not affect any other remedy available to you.
CFPB — Payment and billing disputes
If your dispute involves a payment, billing error, or financial product (such as a credit card used to purchase from us), you may submit a complaint to the Consumer Financial Protection Bureau at consumerfinance.gov/complaint. The CFPB forwards complaints to companies and publishes responses in a public database.
Your state AG — Consumer protection complaint
Every U.S. state has a consumer protection division within its Attorney General's office that accepts complaints about businesses operating in commerce. Locate your state AG's consumer complaint portal through the National Association of Attorneys General at naag.org/find-my-ag. State AGs have authority to investigate and act on consumer complaints within their jurisdiction.
BBB — File a business complaint
The Better Business Bureau accepts consumer complaints and facilitates mediated resolution between consumers and businesses at bbb.org/file-a-complaint. BBB complaints are not legally binding, but we take them seriously and respond to every one. BBB mediation is a free, voluntary process.
Chargeback — Dispute through your bank
As described in the Chargebacks section above, you may dispute a charge directly with your card issuer at any time. Call the number on the back of your card. For credit cards, the Fair Credit Billing Act applies. For debit cards, the Electronic Fund Transfer Act applies. Act promptly, as time limits exist for both.
Small claims — Court in your own jurisdiction
For monetary disputes within your state's small claims limit (typically $5,000–$15,000 depending on the state), you may file a claim in your local small claims court without legal representation. Filing fees are low and procedures are designed for self-represented consumers. We will cooperate with any properly filed small claims proceeding.
The escalation channels above are independent of us. We are not affiliated with any of them and cannot influence their decisions. We provide these links because we believe in your right to seek redress through every channel available to you under U.S. law.
Still have a question?
Write to us.
We answer every message ourselves. If there is anything on this page you are unsure about, or if you have a dispute to raise, start here.