What should I do if I have an order issue?
How can I report an issue with my order?
When having an issue with an order, you can:
- Seek help via Dreamship support channels (email, livechat, Facebook)
- Open a ticket
To know how and when to open a ticket, please refer: https://dreamship.com/en/support/instructions-for-creating-ticket-on-dreamship/
What images should I attach to the ticket?
Proof images will help us to review the issue more quickly and thoroughly!
In the ticket, please attach:
- An image of full front view of the product
- An image of the product placed next to the packaging that show the shipping label
- An image of the defective part (if any)
Can you edit address/shipping method for reprint order?
In fact, we can not edit any details when placing a reprint order. The reprint order will be exactly the same as the origin one. If the customer wants to change the address or shipping method, please request a refund and place a new order.
How long does it take for the tickets to be resolved?
- After being submitted, the ticket will be reviewed by Dreamship team and responded via email within 24 hours since submitted
- Any further required information or further discussion about the ticket should be sent via email for recording purposes
- The ticket response will be sent to the email address of the account user that created the ticket
Please contact our team via live chat or at support@dreamship.com for further support.
I sent the wrong design for an order, can you hold it?
Once the order is in “Accepted status”, all processes become automated and no further changes can be made, including the shipping process. So we can not hold the package or cancel the shipping process.
In this case, you should give heads up to customers about a package that might be sent to them by mistake and place a new order with correct details.
What are your refund/reprint policies?
We only offer refunds/reprints for fulfilled orders.
For detailed information, please refer our order management policies: https://dreamship.com/en/support/order-management-policy/
Can you resend the returned packages?
In fact, we can not resend the returned packages. Since your suppliers do not receive and store returned packages, they will be likely to be disposed by the carriers.