When to create a Ticket?

Shipping problems

• Lost in transit - tracking not updated for more than 2 weeks (within US) and more than 30 days (International)

• Return to Sender (not applied for Force verified address)

• Deliver to wrong address

• Package lost in mail with post office’s notice

Issues of received items

• Factory shipped out wrong item (wrong design, size, color, etc.)

• Defected items (torn, broken, etc.)

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

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.

(Notes: 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: Details about the issue

• Attachments: Attach proof images of the issue here. (Required for issue of defective items)

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.

• 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 will be discussed via email.

• The ticket response will be sent to the email address of the account used to create the ticket.

Please contact our team at [email protected] for further support.