Support Order Management

Instructions for creating a ticket on Dreamship

You have an order issue? Create a ticket then we will take care of it!


When to create a Ticket?

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

  • Order lost in transit - tracking number not updated for more than 10 business days (within US) and more than 30 days (International)

  • Order returned to sender if Force verified address was not selected

  • Order delivered to wrong address if Force verified address was not selected

  • Order lost in mail with post office’s notice if Force verified address was not selected

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

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

  • Received a defected item (torn, broken, etc.)

  • Received a bad quality item (blurry printing, faded printing, etc.)

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

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 issue-related information and request > Submit Ticket

  • Reason: Why you create the ticket

  • Requested action: How you want this issue to be resolved.

  • Notes: detailed explanation of the issue

  • Attachments: Attach proof images of the issue here. A ticket missing proofs images of defect items or quality issues will not be reprinted or refunded. Please submit pictures of front, back and packaging.

Note: all notes need to be added in English otherwise it will not be supported by Dreamship team.

Successfully submitted Ticket shown as below:

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 (48 hours if submitted during the weekend).

  • Once the ticket is submitted, you cannot alter ticket details. Therefore, please provide all related information when filling in the ticket to avoid delay in resolving ticket or missing information. 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 at [email protected] for further support.