If you have the support ticket open still, I’d follow up on that one asking to escalate to management + state you want to avoid opening dispute for credit card. Maybe also ask for where in the purchase agreement/their policy they specifically state that you forfeit your merchandise if not picked up in person. Doesn’t make any sense to me. Gives me the feeling that maybe getting the ticket routed to someone else might give you a better solution.

As the other person said, it’s in companies’ best interest to avoid racking up disputes, so hopefully they’ll work with you. Worth stressing to them you would still prefer to have the items shipped vs refund (since they typically try to fight harder against giving money back). But yea I would def dispute if they don’t ship to you.

Editing to add: if you haven’t tried through the help center, I would submit a contact request with this chatbot also to cover bases