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.
Please be aware that due to the automatic order process, we are also unable to hold the delivery after production.
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 business days or more, please submit a ticket 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
Please note: A ticket needs to be submitted within 60 days from the ship date to qualify for a review & further assistance.
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 in the following cases:
With Two-day Shipping, tracking stops updating over 4 business days or orders are not delivered after 6 working days from the date of shipment.
With Express Shipping, tracking stops updating over 6 business days or orders are not delivered after 10 working days from the date of shipment.
With Ground Shipping, tracking stops updating over 8 business days or orders are not delivered after 10 working days from the date of shipment.
In the form of Economy Shipping, tracking stops updating for more than 10 working days or the order is not delivered after 14 working days from the date of shipment.
For addresses outside the US and International,
Tracking stops updating for a period of more than 20 business days.
For production and shipping related timelines please check the Past Events section on the Orders page.
Please submit a ticket in Dreamship app 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. 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.
We do not offer replacements or refunds for any return reasons that come from the recipient/indicated address. Please note that verified address doesn't always mean deliverable. Usually a return to sender situation happens when there are some crucial information missed off the address such as Apt/Suite #, buzz code to the building or there are some problems related to the indicated recipient such as Vacant, Addressee Unknown, Refused.
In case the address was valid and correct, and return reason could not be identified, we will be happy to replace or to refund your order. Please submit a ticket in Dreamship app and we will take care of the issue.
Please note that Dreamship's refund policy will not apply in case of a skipped verification 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 and we will take care of the issue.
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.
I have a defective item that was under warranty
If your order has a defective item while under warranty that was not due to misuse of the item, we can reprint it and ship it to the end customer.
Please note:
A ticket needs to be submitted within 60 days from the shipped date to qualify for a review.
Detailed description in english, detailed photos and videos are required and need to be added as attachment to the submitted ticket (front, back and videos of turning on/off the item)
We do not allow modifications to replacement items.
Dreamship's replacement policy will not apply if the item has been used in a wrongly manner.