When to create a Ticket?

Please submit a ticket when having one of the following issues:

• Received wrong item (wrong design, size, color, etc.)

• Quality issue (blurry printing, faded printing, etc.)

• Damaged Item (torn, broken, etc.)

• Missing item (received the package but one or multiple items is missing)

• Delivery issue (lost in transit, returned to sender, etc.)

DO NOT file a ticket in the following cases:

• Your order is in accepted status, which means the order is in production. No order-related requests can be processed now as the order has been set. 

To see the progress of your order, please kindly go to the Past Events section in the order page to see how many days your order is in production, based on item lead time.

Kindly note that lead time is counted as business day (excludes weekends & public holidays). Accepted date should be counted as day 0.

How to create Ticket on Dreamship

Step 1: Open Dreamship app > Orders > Order ID

Step 2: Order > Fulfillment section > Create Ticket on the item related to the issue.

(Note: Please create ticket for the right item)

Step 3: Fill in required fields > Submit Ticket

Review Ticket: Actions > View Ticket. The issue status will be shown in the searching result when you search the order.

To manage tickets, you can choose the filter ‘Issue Status’ to see statuses of all orders.

Ticket Response from Dreamship

• After being submitted, the ticket will be reviewed by Dreamship team and responded via email within 24 hours since submitted.

• Any further required information or further discussion about the ticket should be sent via email.

• The ticket response will be sent to the email address of the account user that created the ticket.

Please contact our team via live chat or at [email protected] for further support.