FAQ

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 timeframes are estimates unless a guaranteed service is expressly stated.

3. How much is shipping?

Shipping rates and any 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 email 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 location, size, packaging, or fulfilment requirements.

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 your order number and the correct address. HiDREAM will try to update the address before fulfilment but cannot guarantee a change after processing or shipment.

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 returns or exchanges caused by an 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 product description

• Confirmed loss before delivery

• An 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 clear photographs or video.

Visible delivery damage, wrong items, or missing items should be reported within 7 days of delivery.

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.

12. How do I choose the right size?

Measure your pet using the product-specific size guide and compare all relevant dimensions. Weight alone may not determine the correct fit.

Contact HiDREAM before purchase if you are uncertain.

13. Are the products escape-proof?

No pet product can be guaranteed to be 100% escape-proof. Correct fit, proper adjustment, regular inspection, supervision, and the pet’s behaviour all affect product security.

14. Are carriers guaranteed for airline use?

No. Airline requirements vary and may change. Check the exact product dimensions and obtain confirmation from the airline or travel provider before travelling.

15. How should I clean a product?

Follow the care instructions on the product page or product label.

Unless expressly permitted, avoid bleach, harsh chemicals, high heat, machine drying, and aggressive washing.