FAQs

Orders

What payment methods do you accept?

We accept major credit and debit cards, including Visa, Mastercard and American Express, plus PayPal, Apple Pay, Google Pay and Klarna where available at checkout.

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 us at info@hidream.co and include the code you are trying to use.

Can I change or cancel my order?

You can request a change or cancellation before your order has shipped. Contact us as soon as possible at info@hidream.co.

What if my order arrives damaged, faulty or incorrect?

Please notify us within 30 days of delivery. Email info@hidream.co with your order number and clear photos so our team can review repair, replacement or refund options.

What if my pet damages the item?

Damage caused by chewing or misuse is not considered a manufacturing fault. You are still welcome to contact us and we will do our best to help.

Shipping

When will my order ship?

Orders are normally processed within 1 business day. Business days do not include weekends or public holidays. Processing may take longer during sales and peak periods.

How much does shipping cost?

Standard shipping is free on orders of $59 USD or more. A flat $5.99 USD fee applies under $59.

How long does delivery take?

Standard delivery is estimated at 5–10 business days after dispatch. Courier delays and pre-order items may require additional time.

Can I change my delivery address?

Contact us immediately at info@hidream.co. We cannot change an address after dispatch. If a parcel is returned because the address was incorrect, the applicable reshipping charge may apply.

What if I authorise delivery without a signature?

If you give the courier authority to leave the parcel without a signature, HiDREAM cannot be responsible if it goes missing after delivery.

Returns & Exchanges

What is your return window?

You may request a return within 30 days from the delivery date. Please provide your order number. Items must be unused, in their original condition and packaging, with tags attached.

Can I exchange an item for another size?

Yes. Exchange requests must also be made within 30 days from the delivery date. Contact info@hidream.co before sending anything back.

Are any items excluded?

Personalised items cannot be returned or exchanged. Sale or promotional purchases may be refunded as store credit where stated. Any free gift supplied with a returned order must also be returned.

How do I start a return?

Email info@hidream.co with your order number and reason for return. Our team will provide the return instructions. Return shipping charges may be deducted from the refund unless the item is faulty or incorrect.

How will I be refunded?

Approved refunds are returned to the original payment method. Original shipping charges are not refundable unless the item is faulty or incorrect. We recommend using a trackable return service.

Products

Where can I find more product information?

Each product page includes photos, features, care instructions and sizing information. For additional help, contact info@hidream.co.

What can I do if an item is sold out?

Check the product page for another available size or color, or contact info@hidream.co for restock guidance.

Where are your products made?

HiDREAM products are designed and manufactured in China. Product-specific materials and care information are listed on each product page.

What if my dog is between sizes?

We generally recommend choosing the larger size. Please check the measurements on the product page and our size guide before ordering.