dreame-order-and-shipping

1. Are Dreametech and Dreame two different brands even though I received a package indicating that they are the same?

Yes, Dreametech and Dreame are essentially the same brand. We've recently rebranded from Dreametech to Dreame, but our commitment to delivering top-quality products and exceptional customer service remains unchanged. During this transitional phase, you may still receive product packaging with the Dreametech name; however, rest assured that the products inside are genuine Dreame products. Our team is actively working on updating all packaging and labeling to reflect the new Dreame brand, and we appreciate your understanding and patience during this process.

If you have any concerns or require further clarification, please don't hesitate to contact our customer support team. We are dedicated to assisting you and ensuring your Dreame experience is outstanding.

2. Can I change the items I ordered?

Once an order is submitted, we are unable to change the ordered products or the quantity selected.
In this situation, we suggest you contact us as soon as possible to cancel the incorrect order.

Thereafter, we recommend you place a new order for your desired item(s) on our website at your own convenience.

3. After I place an order, how do I change the delivery address?

The nation, product quantity and category cannot be changed once an order has been placed. If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter.

In case we cannot change the address anymore, usually because the package has already been shipped, we will need to contact our courier to request a change of delivery address.

When requesting for an address change, we need the following information:
First and Last name
Street name and number
Zip code and City
Country
Phone number

Kindly note that this process may delay the delivery time; Dreametech is not responsible for any delay in delivery due to an address change requested by the customer.

4. How do I cancel my order?

To cancel your order, reach out to us. We'll email you once the cancellation is processed and refund your payment through the original method.

If we can't cancel right away, it's likely because your package has shipped. Monitor the shipping progress and contact the courier to refuse delivery when it arrives.

If you can't refuse delivery, accept the package and contact us for a return label. After we receive the return, we'll start the refund within 2-5 business days and email you when it's completed.

5. How do I track my order?

Within 1-2 business days of placing your order, you will receive a tracking number via email from our courier partner FedEx or UPS containing your package's tracking information .

If you place your order during the weekend or a public holiday, it will be processed the next working day.

If your tracking number isn't updating or working at all, please reach out to us as soon as you can via support.us@dreame.tech. We can give you the inside info.

6. When can I expect to receive my package?

After the order has been paid, the warehouse needs 1-3 days to process your order. Then one of our carriers takes it from there. You'll get a shipment notification email with a tracking number as soon as your package ships.

Estimated Shipping Time: 3-7 business days.

Note: Packages are not shipped nor delivered on weekends and local public holidays and may delay due to external factors such as extreme weather conditions and technical failures.

Additionally, during promotional campaigns, delivery times may take longer than usual.

Feel free to contact us if you have any questions about your order's status. Alternatively, if you already have a tracking number, please feel free to check the status via the FedEx or UPS Website.

7. Can I ship to a PO Box?

Shipping to PO boxes is not available due to package size restrictions.

8. I have received the wrong/broken product – what do I do?

If you receive your package and it is not what you ordered, please contact us immediately and provide us with the following:

Pictures of the item(s) you received together with the delivery note, and please make sure that the details are clear and visible. We will do our best to assist you further.

In addition to the outer packaging, our products are additionally equipped with an internal protective film. Please inspect the package upon delivery. If items are missing or damaged, please contact us by sending an email to support.us@dreame.tech within 48 hours after receiving the package, and our customer service will reply to your email within 1 business day. To protect your rights, you are highly recommended to shoot a complete unboxing video and check the items according to the packing list.

9. Can I pick up my package from a pick-up point?

Once FedEx has made their first delivery attempt to your address, you can contact your local FedEx Office and ask them to deliver your package to your nearest FedEx Access Point.

Your package will be delivered to a secure location where you can pick it up at your own convenience.

10. I haven't received my order yet – what do I do?

Within 1-2 working days after placing a successfully placed your order, you'll receive a tracking number from our courier. If you have not received your UPS Tracking Number, please contact us and we will look into this for you immediately.

If you haven't received your order and you have a tracking number, we urge you to contact your local FedEx or UPS Office in the first instance. The courier companies will have more accurate information regarding the status of the delivery.

11. From where are your products shipped?

All orders to the United States are shipped from United States warehouse.

12. Do you ship to my area?

Products can only be delivered to locations in the Contiguous United States. Delivery is not possible to:

The Territory of Guam
Virgin Islands of the United States
American Samoa
Micronesia
Hawaii
Marshall Islands
Northern Mariana Islands
U.S. Virgin Islands
Armed Forces Americas

13. How much does shipping cost?

We offer free FedEx Ground or UPS on all orders shipping to the contiguous US.

Machine orders

FedEx or UPS Ground to the contiguous US: free

Accessories

FedEx Ground to the contiguous US: free

14. Can you remove the invoice from the package?

No worries. Only a delivery note is included with all of our orders and this document does not include any pricing information.

Should you wish to have an invoice for your order, simply contact us and we will be happy to assist you.

15. Why does my order have separate shipments?

Your order may be split up into multiple shipments and shipped at varied times if it contains different products. Due to the different processing times and shipping locations, we are unable to combine shipments. Individual boxes may be transported and arrive separately. You'll receive a shipping notification for each shipment in your order.

16. Can I change my shipping address?

Once an order is placed, the nation, product quantity, and category are fixed and cannot be altered. To change the delivery address, contact us promptly. We'll try to help, but if the order has already shipped, we can't guarantee an address change. Monitor your package's shipping status and, upon arrival, contact the logistics company to refuse and return the package if necessary. For a redelivery to a new address, inform us.

To process an address change, provide:

Full name
Street address and house number
Postal code and city
Country
Contact phone number

Please be aware that changing the address might delay delivery, and Dreametech is not liable for such delays.

Order and Shipping