FAQs

RETURN PORTALS

FOR DOMESTIC (US ONLY) RETURNS: click here

FOR INTERNATIONAL RETURNS: click here

What is your return/exchange policy?

Returns for a refund, exchange, or store credit are accepted within 30 days of placing your order. 

All SALE items are FINAL SALE and are not eligible for return or exchange, including items purchased during promotional sales. No exceptions!

Items returned or exchanged must be received in brand new condition, with original tags and hygienic liners attached. We reserve the right to reject returns in worn condition or without tags. Rejected returns won't be sent back, refunded or exchanged.

Please refrain from sending returns without processing a return request, we will not be able to accept it. 

We DO NOT provide you a pre-paid label in your shipment, please print it out in the return platform.

DOMESTIC RETURNS

All domestic returns for store credit and exchanges are free. Refunds to your original payment method are subjected to a $5.00 restocking fee which is deducted from your refund.

Returns can be processed through our online return portal here. Just enter your order number and shipping zip code associated with the return item(s) ordered to get started. Your refund or exchange will be processed upon scanning your return package at drop-off to UPS. Please ensure you drop off your return to a UPS delivery person or representative so they scan the package in for you and provide tracking receipt. If you drop off at a dropbox location, there is a risk your return wont get scanned and therefore prolong the return process. 

Please send back items in the original packaging if possible to help reduce waste and place the new return label over the original one to avoid confusion with the carrier. 

 

INTERNATIONAL RETURNS

International returns are at the expense of the customer. We are not able to offer exchanges for international customers at this time. You can access our international returns portal here

We are now able to provide prepaid return labels for international customers, but please note, we do not cover the return postage cost. The cost of your return shipment will be generated by our system upon submitting your return, and deducted from your refund.

 

Where do you ship?

Miaou ships worldwide.

Please bear in mind, due to global conflict, some countries may not have service at this time.

All orders ship from our Los Angeles, California based warehouse. 

 

 

When will my order be delivered?

All orders are processed within 1-2 business days (excluding major holidays). Orders placed after 11am PST on Friday will be processed the following Monday. Once an order is processed and fulfilled by our warehouse, it is then handed off to the designated carrier for delivery. You will receive a tracking number via email once your order has been marked fulfilled.

 

Shipping methods:

All orders ship from our Los Angeles, CA based warehouse. 

FOR DOMESTIC ORDERS: All orders will ship Standard (UPS Ground) within 1-2 business days, and you will receive tracking details via email when it is fulfilled by our third-party warehouse. Please allow up to 3-5 business days for your order to arrive once it has left our warehouse, and 7-10 business days for your order to arrive from the date it was placed.

You may upgrade your shipping to UPS 2-Day Express for an additional $29 per order. Please allow up to 1-2 business days for your order to arrive once it has left our warehouse, and 3-5 business days for your order to arrive from the date it was placed.

FOR INTERNATIONAL ORDERS: Your order will ship within 1-2 business days (DHL International Economy, delivered duties paid within 4-6 days, pending customs approval.) and you will receive tracking details via email when it is fulfilled by our third-party warehouse. Please allow 5-10 business days for your order to arrive as it will likely need time to clear customs

Some markets have thresholds in place where orders above a set value cannot have duty and/or tax prepaid. The customer will need to engage a broker & work with local customs authorities to clear the order for the following countries:

Mexico: All orders above $1,000 USD
China: Orders above the following amounts:

  1. Orders with multiple products above 1,000 CNY ($156 USD)
  2. Orders for a single product over 5,000 CNY ($781 USD)
Argentina: Over 3 units of the same item category

Please keep in mind bad weather, natural disasters, global conflicts, short staffing due to COVID-19 and other factors can delay your shipment. Feel free to reach out to us if you have any trouble, contact@miaou.com

 

What if I need to change/cancel my order?

Unfortunately, we are unable to edit or cancel an order once it is placed. If your order has already shipped, we will follow the standard exchange/return process. We are not responsible for incorrect shipping addresses, or items lost or damaged during shipping. Please visit Route for more information how you can protect your purchase.

Please be sure to review your order carefully before placing it. We reserve the right to charge a fee for reshipments in the case your address was incorrect, there was failed delivery attempts and/or your package was sent back to our warehouse as an RTS (return to sender).

 

What if a something arrives damaged?

We make sure all Miaou pieces are sent in the best condition, but if you receive anything damaged, please email us right away.

 

I'm having problems with tracking

- We highly recommend opting into Route Shipment Package Protection insurance at checkout for peace of mind. Route can help resolve shipping issues with ease. We are not liable for lost or stolen packages, so please be sure to ship your order to a reliable and accurate address. We are not responsible for lost, stolen or damaged packages unless Route Protect was purchased at checkout.

- Once your package is handed off to the carrier, in some cases, the carrier (UPS) takes 1-2 business days to register your shipment status and tracking number on their website.

- If your tracking number has not been updated after 3 business days, please reach out to us at contact@miaou.com with your order number and we will look into it.

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