Order and Shipping


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 and cancel the incorrect order.

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

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 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; Dreame is not responsible for any delay in delivery due to an address change requested by the customer.

In the event you wish to cancel your order, please contact us. Once the cancellation request has been done, we will notify you via email.

If we are unable to process the requested cancellation immediately, usually because the package has already been shipped, we will contact our courier to have the package returned to our warehouse.

Within 2-3 business days of receiving your order, we will process it, issue a full refund to your account if it was prepaid, and notify you via email.

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.

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.

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

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

Picture of the item(s) you received together with the delivery note (Please make sure that the details are clear and visible)
If a cordless stick vacuum was ordered, please provide a clear picture of the product.
If a robot vacuum was ordered, please provide a clear picture of the product.
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. If the package is damaged, open it to see if the product is damaged. If it is not damaged, you can still use it. If the product is damaged, please contact our customer service by sending an email to support.us@dreame.tech within 48 hours after receiving the product, and our customer service will reply your email within 24hrs.

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.

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.

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

Although we strive to provide world-wide shipping, at this time our courier service is unable to deliver 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

There may be additional regions, countries, or cities that our courier service is unable to deliver to.

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

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.

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.