FAQ
Orders
1. How do I place an order?
You can place an order directly on our website. Select the product, color, size, and quantity you want, then proceed to checkout and complete your payment.
2. Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us as soon as possible at:
We will do our best to help if the order has not yet entered the fulfillment process.
Once an order has been:
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Processed
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Shipped
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Handed over to the carrier
the order can no longer be changed or cancelled.
3. I entered the wrong shipping address. What should I do?
Please contact us immediately at:
Include:
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Your order number
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The correct shipping address
We will try to update the address before the order is shipped, but we cannot guarantee changes once the order has entered the fulfillment process.
Shipping
4. Where do you ship?
We currently ship to the United States.
If shipping to additional countries or regions becomes available, the available options will be shown at checkout.
5. How long does shipping take?
Orders are usually processed within 1–3 business days after payment is confirmed.
For U.S. orders, estimated delivery time is usually 3–6 business days after shipment.
6. How much does shipping cost?
Shipping rates are calculated and displayed at checkout before payment.
Any available free shipping offer or shipping promotion will be shown on the website or at checkout when applicable.
7. How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email with tracking information.
Please allow 24–48 hours for tracking information to update after the carrier receives the package.
8. Why did I receive multiple tracking numbers?
If your order includes multiple items, they may be shipped separately depending on:
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Inventory availability
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Product size
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Fulfillment requirements
In this case, you may receive more than one tracking number.
Returns & Refunds
9. Do you accept returns or exchanges?
For pet hygiene and safety reasons, we do not accept returns or exchanges for non-quality issues.
Please carefully review the product details, size information, color options, and shipping information before placing your order.
10. What counts as a quality issue?
Eligible quality-related issues may include:
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The item arrives damaged
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The item is defective
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You receive the wrong item
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You receive an item with missing parts
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The product has a clear manufacturing issue
If you believe your item has a quality issue, please contact us within 7 days of delivery.
11. What information should I provide for a quality issue?
Please email:
Include:
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Your order number
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A clear description of the issue
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Photos or videos showing the issue
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Photos of the package, shipping label, and product condition
12. Can I return a product if my pet does not like it or it does not fit?
No. Due to pet hygiene and safety reasons, we do not accept returns or exchanges for:
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Pet preference
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Pet discomfort
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Incorrect size selection
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Incorrect color selection
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Other non-quality-related reasons
Please review the product details and size information carefully before purchase.
13. When will I receive my refund?
If a refund is approved, it will be issued to your original payment method.
Please allow 5–10 business days for the refund to appear on your account after processing. Actual processing time may vary depending on your bank or payment provider.
Products & Sizing
14. How do I choose the right size for my pet?
Please refer to the size guide and product details on each product page before placing your order.
We recommend measuring your pet carefully and comparing the measurements with the product size information.
15. What should I measure before buying a carrier or harness?
Depending on the product, you may need to measure your pet’s:
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Weight
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Chest girth
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Neck girth
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Back length
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Sitting height
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Body length
Please check each product page for specific measurement guidance.
16. My pet is between two sizes. Which size should I choose?
If your pet is between two sizes, we generally recommend choosing the larger size for comfort, especially for carriers and wearable products.
For harnesses or products requiring a more secure fit, please review the product-specific size guide carefully before purchasing.
17. Are HiDREAM products suitable for both cats and dogs?
Some products are designed for cats, some for dogs, and some may be suitable for both depending on:
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Size
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Weight
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Product structure
Please review each product page for recommended pet type, weight range, and size details.
18. Are your products escape-proof?
No pet product can be guaranteed 100% escape-proof for every pet.
Please always:
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Choose the correct size
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Adjust the product properly
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Supervise your pet during use
If your pet is highly anxious, aggressive, or prone to escaping, please use extra caution.
19. Can I use the product for long-distance travel or flights?
Some products may be suitable for short trips, city travel, or daily outings, but airline and travel requirements vary.
Please check the product dimensions carefully and confirm with your airline or travel provider before using any pet carrier for air travel.
Product Care
20. How should I clean the product?
Please refer to the care instructions on the product page or product label.
In general, we recommend gentle cleaning with a soft cloth or mild detergent when applicable.
Avoid:
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Harsh chemicals
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High-temperature washing
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Bleaching
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Machine drying
unless specifically stated.
21. Can I machine wash the product?
Machine washing is not recommended unless clearly stated on the product page or care label.
Improper washing may damage the:
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Structure
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Fabric
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Hardware
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Padding
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Shape
of the product.
22. What should I do if my pet chews or scratches the product?
Please stop using the product if it becomes damaged, torn, loose, or unsafe.
Damage caused by:
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Chewing
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Scratching
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Pulling
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Improper use
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Normal wear and tear
is not considered a quality issue.
Payments
23. What payment methods do you accept?
Available payment methods will be shown at checkout.
Depending on your location and checkout options, payment methods may include:
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Credit cards
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Debit cards
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PayPal
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Other supported payment methods
24. Is my payment information secure?
Payments are processed by third-party payment providers. We do not directly store your full payment card information.
Your payment details are handled securely by the relevant payment provider according to their own privacy and security practices.
Contact
25. How can I contact HiDREAM?
You can contact us by email:
Please include your order number when contacting us about an existing order so we can assist you more efficiently.