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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.

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 2 weeks (for orders within the US) and more than 30 days (for international orders).

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 credit the base cost back to your wallet. Or, if the customer prefers, we will replace the item.

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 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.

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.

Received Items

The item received is incorrect or defective.

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

Please note:

  • Detailed photos are required for quality control purposes.

  • Issues must be reported within 30 days from the delivery date to qualify for credit or replacement.

  • 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:

  • Detailed photos are required for quality control purposes.

  • Issues must be reported within 30 days from the delivery date to qualify for credit or replacement.

  • 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 another problem regarding a received item.

If you have additional questions or concerns regarding received items, please submit a ticket.

We may apply an alternative credit/refund solution for special cases. In this event, we will provide and official notice.

Late Delivery

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, we will credit the order.

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.