FAQ
Shipping & Delivery
1. Where do you ship?
HiDREAM currently ships within the United States.
Available destinations and delivery methods are shown at checkout.
2. How long does delivery take?
Orders are usually processed within 1–3 business days after payment is confirmed.
U.S. delivery is usually estimated at 4–5 business days after shipment, and most orders arrive within approximately 5–8 business days after purchase.
These are estimates unless a guaranteed service is expressly stated.
3. How much is shipping?
Rates and qualifying free-shipping offers are shown on the Site or at checkout before payment.
Promotional thresholds may change.
4. How do I track my order?
Use the tracking link in your shipping confirmation or visit the Track Your Order page.
Tracking may take 24–48 hours to update after carrier acceptance.
5. Why did I receive more than one tracking number?
Products may ship separately because of inventory, size, packaging, or fulfilment requirements.
Orders & Returns
6. Can I change or cancel an order?
Email support@hidreampets.com immediately.
HiDREAM will try to assist before fulfilment but cannot guarantee changes or cancellation after processing or shipment.
7. I entered the wrong address. What should I do?
Contact us immediately with the order number and correct address.
HiDREAM will try to update it before fulfilment but cannot guarantee a change after processing.
8. Do you accept change-of-mind returns or exchanges?
No.
For pet hygiene and safety reasons, HiDREAM does not accept non-quality returns or exchanges, including incorrect size or colour selection or a pet's preference, except where mandatory law requires otherwise.
9. What issues can be reviewed?
Examples include:
- Damage
- Manufacturing defects
- Wrong or missing items
- A material difference from the description
- Confirmed loss before delivery
- Incorrect or duplicate payment
10. How do I report a problem?
Email support@hidreampets.com with your order number, a description of the issue, and relevant photos or videos.
• Visible damage on arrival, wrong items, or missing items: please report within 7 days of delivery.
• Suspected manufacturing defects: please report within 30 days of delivery. If a defect becomes apparent after this period, contact us as soon as reasonably possible. We will review the circumstances and any applicable consumer rights.
These reporting periods do not limit any rights or remedies required by applicable law. Please see our Refund Policy for full details.
11. When will a refund appear?
HiDREAM generally submits an approved refund within two business days.
WooshPay, PayPal, and the relevant bank or payment provider may then require additional processing time, commonly 5–10 business days.
Product Information & Safety
12. How do I choose the right size?
Measure your pet using the product-specific guide and compare all relevant dimensions.
Weight alone may not determine fit.
Contact HiDREAM before purchase when uncertain.
13. Are the products escape-proof?
No pet product can be guaranteed 100% escape-proof.
Correct fit, adjustment, inspection, supervision, and the pet's behaviour all matter.
14. Are carriers guaranteed for airline use?
No.
Airline requirements vary and change.
Check the exact product dimensions and obtain confirmation from the airline or travel provider before travel.
15. How should I clean a product?
Follow the product page or label.
Unless expressly permitted, avoid bleach, harsh chemicals, high heat, machine drying, and aggressive washing.
Payments
16. What payment methods are accepted?
The payment methods displayed at checkout are available for that order.
Payments may be processed through WooshPay or PayPal, and availability can depend on location, currency, device, and account eligibility.
17. Is payment information secure?
HiDREAM does not directly store complete payment-card numbers.
WooshPay, PayPal, and relevant financial providers apply their own security, authentication, and fraud-prevention controls.
18. Payment succeeded but I did not receive an order confirmation. What should I do?
Do not submit repeated payments.
Check spam or junk mail, then contact support@hidreampets.com with:
- Payment date
- Amount
- Email used at checkout
Never send complete card details or security codes.
Contact
19. How can I contact HiDREAM?
Email:
support@hidreampets.com
Include your order number for an existing order.
Business hours:
Monday–Friday, 9:00 AM–6:00 PM China Standard Time (UTC+8)