Support Order Management

Order management policy

Frequently Asked Questions related to your orders.


Order Processing

Can I change or edit an order?

You can cancel orders when they are marked as "Rejected" or "Submitted" (typically within 1 hour after a fulfillment request or import to the Dreamship app). Once orders get updated to "Accepted," they are sent to vendors where all processes become automated and no further changes can be made.

Orders in Production

How do you handle orders that are shipped late?

Each product in the Dreamship catalog contains a list of production times that account for the moment an order is accepted by Dreamship to the date of shipping out. Over 95% of our orders make this production . In the rare case that order falls outside of that period 10 days or more, please contact [email protected] and we will take care of the issue.

Please note that Dreamship's refund policy will not apply in the case of any force majeure event. Dreamship will provide official notice in this event.

Shipping

The tracking system shows that the package was delivered to its destination, but the buyer claims they did not receive the package.

We do not offer refunds or reprints for orders marked as delivered. Customers can contact their carrier (i.e., USPS/ UPS, DHL, etc.) for exact details on the delivery, including GPS location.

The tracking system shows no updated progress for too long.

We will process a refund if the tracking has not been updated for more than 10 business days (for orders within the US) and more than 30 days (for international orders). Please submit a ticket in Dreamship app.

Please note that Dreamship's refund policy will not apply in the case of any force majeure event. We will provide official notice in this event.

The package was delivered to the incorrect address.

If the package has arrived at a location different from the recipient address, we will refund the base cost back to your wallet. Or, if the customer prefers, we will replace the item. Please submit a ticket in Dreamship app.

Please note that Dreamship's refund policy will not apply in the case of any force majeure event as well as in case of a forced verify address pushed in our system. We will provide official notice in this event.

The package was returned to the sender because an invalid address was provided.

We do not offer replacements, refunds, or credits for invalid address entry.

The package was returned to its sender but the address was valid and correct.

We will be happy to replace and reship the order that was returned to its sender or to refund your order. Please submit a ticket in Dreamship app.

Please note that Dreamship's refund policy will not apply in case of a forced verify address.

The post office provided a notice that the package was lost in the mail.

We will be happy to replace and reship the order that was lost in the mail or refund your order. Please submit a ticket in Dreamship app.

Please note that Dreamship's refund policy will not apply in case of a forced verify address.

Received Items

The item received is incorrect or defective.

For incorrect or defective items, we can either refund the base cost to your Dreamship wallet or, if the customer prefers, we can ship them a new order.

Please note:

  • A ticket needs to be submitted within 30 days from the delivery date to qualify for credit or replacement.

  • Detailed photos are required for quality control purposes and need to be added as attachment to the submitted ticket (front, back and packaging)

  • We do not allow modifications to replacement items.

  • Dreamship's refund policy will not apply in the case of any force majeure event. We will provide official notice in this event.

The order arrived with one or more items missing.

If an order arrives with a missing item, we will gladly ship out the missing piece. Please note that detailed photos are required for quality control purposes.

Please note:

  • A ticket needs to be submitted within 30 days from the delivery date to qualify for credit or replacement.

  • Detailed photos are required for quality control purposes and need to be added as attachment to the submitted ticket (front, back and packaging)

  • We do not allow modifications to replacement items.

  • Dreamship's refund policy will not apply in the case of any force majeure event. We will provide official notice in this event.

I have a quality issue regarding a received item.

If your order items have quality issues (such as blurry printing, faded printing, etc.), we can either refund the base cost to your Dreamship wallet or, if the customer prefers, we can ship them a new order.

Please note:

  • A ticket needs to be submitted within 30 days from the delivery date to qualify for credit or replacement.

  • Detailed photos are required for quality control purposes and need to be added as attachment to the submitted ticket (front, back and packaging)

  • We do not allow modifications to replacement items.

  • Dreamship's refund policy will not apply in the case of any force majeure event. We will provide official notice in this event.