FAQs

Orders

What payment methods do you accept?

We accept the payment methods shown at checkout, including credit and debit cards, PayPal, Apple Pay and Google Pay. Some payment methods open a secure payment page to complete your purchase.

Can discount codes be combined?

Discount and promotional codes cannot be combined. We will apply the better eligible discount to your purchase.

What if my discount code will not apply?

Please contact info@hidream.co and include the code you are trying to use.

Can I change or cancel my order?

We process orders within 1 business day. You may cancel within 24 hours of placing your order, provided it has not shipped. If we receive your cancellation request before shipment and within that 24-hour period, we will cancel the order and issue a full refund to your original payment method. Email info@hidream.co with your order number. Once shipped, an order must follow our return process. For other changes, contact us before dispatch; changes cannot be guaranteed once processing has started.

What if my order arrives damaged, faulty or incorrect?

Please email info@hidream.co with your order number and clear photos. If the item is damaged or incorrect due to our error, you do not pay the return shipping fee.

What if my pet damages the item?

Damage caused by chewing or misuse is not a manufacturing fault. Contact us if you need help.

Shipping

When will my order ship?

Orders are normally processed within 1 business day, excluding weekends and public holidays. We email tracking information after dispatch.

How much does shipping cost?

Standard shipping is free on orders of $59 USD or more; otherwise it costs $5.99 USD. The threshold uses the order subtotal after discounts and before taxes. The same rates apply to every supported destination.

Where do you ship?

We ship to the contiguous United States and Washington, D.C., Canada, the United Kingdom, Germany, France, the Netherlands and Australia. We do not ship to Alaska, Hawaii, U.S. territories or U.S. military addresses. Available destinations are shown at checkout.

How long does delivery take?

Estimated standard delivery is 5–10 business days after dispatch. This is an estimate, not a guarantee. Carrier or customs delays may take longer. See our Shipping Policy, including information about customs duties and import taxes.

Can I change my delivery address?

Email info@hidream.co as soon as possible. We cannot change the address after dispatch. If a parcel is returned because the address was incorrect, an applicable reshipping charge may apply.

Returns & Exchanges

What is your return window?

You may request a return within 30 days of delivery. Items must be unused, unworn, clean and in their original condition and packaging, with tags attached. Include your order number or proof of purchase.

Can I exchange an item for another size?

Contact us within 30 days of delivery. For the fastest exchange, return the eligible item and place a new order after your return is approved.

Are any items excluded?

Used pet products, personalized items and gift cards cannot be returned. See the Refund & Return Policy for complete conditions.

How do I start a return, and who pays shipping?

Email info@hidream.co before sending anything back. We will provide return instructions and the return address. We use overseas warehouses, so the return address depends on your order. For a change-of-mind return, you pay the return shipping fee charged by your chosen carrier. If the goods are damaged or incorrect due to our error, you do not bear the return shipping fee. Please use a trackable service.

How will I be refunded?

After inspection and approval, refunds go to your original payment method. Your bank or card issuer may need additional time to post the refund.

Products

Where can I find product information?

Each product page contains photos, features, specifications and care information. Use that product’s Size & Fit Guide to check measurements before ordering.

What can I do if an item is sold out?

Choose an available option or contact info@hidream.co about restocking.

Where are your products made?

HiDREAM products are designed and manufactured in China.

What if my pet is between sizes?

Follow the instructions and published measurements for the specific product. Size ranges differ between products. If you cannot confirm a fit, email us before ordering.