Do I need to register before placing an order?
Yes, you do. You can browse our products without registering. Once you are ready to place an order, we will prompt you to log in or register with us.
How do I register?
Click “Sign in” at the top right corner of our website. You can register with Facebook, Google+, or your email account.
What if I forget my login password?
Click the “forgot password” at the Sign in page, fill in your registered email then we’ll send a new password to your registered email.
How can I change my account password?
You can change your password after you log in your account.
How do I unsubscribe from your email newsletter?
You can click “Unsubscribe” at the bottom of every received newsletter email.
Can I remove item from the shopping cart?
Yes, if the order is not placed, you can remove the item from the shopping cart. But once you have placed the order, you can’t delete any item from the order.
What happens if my item is out of stock?
For our popular item, it might go out of stock quickly. We will continue working with our production department to ensure the items displaying on our site will be available to our customers.
The out-of-stock items will be automatically refunded once your order is processed.
Can I modify or cancel my order?
Once your order is placed (before payment, in “Awaiting Payment” status), there would be an eight digit alphanumeric order number. Those orders cannot be altered. If any information is incorrect, you can ignore the wrong order and create a new one.
Once you finish the payment for your order, if you want to modify or cancel, you can send a request to our customer service representatives in your account at contact us page for assistance.
Can you custom make the item(s)?
Sorry that we don't provide custom-made service at this time. The items are just same as our website displayed and same as the description on our website.
If I want to change information (such as color, size, shipping address, shipping method) of a paid order, what can I do?
We can only change those information for you if the order is not shipped out. Therefore, please be more careful to place the order. If there are changes, contact us via email@example.com or chat with us online.
What kind of secure payment methods do you accept?
we use PayPal to facilitate our payment process. You can use Credit Cards, Debit Cards, PayPal Wallet, Bank Account, and any other payment methods that PayPal supports to complete your order on our website.
How do you secure my payment information?
We do not process any of your payment information. All payment related matters on dreamhouse-tent.com are handled by PayPal.
Why do I get less refund for the item(s) sometimes?
Please be noted if there is a discount for your order, we will refund you the amount with the discount, that means we will refund what you actually pay for each item.
Does Dream House ship to multiple addresses?
We are only able to deliver to one address per order. We suggest that you can place a separate order for different destination.
What delivery companies do you use?
DHL, FedEx, UPS, TNT, EMS and so on. We will select the appropriate express for you according to the item weight and the shipping address.
Is there any additional fee or tax?
There is no any additional fee for your order on our side. For most of the countries, our customers do not need to pay for importing fees, duties or VAT (Valued Additional Tax). However, for some limited countries (especially for some European countries such as Germany, Italy, UK and Canada, etc.) may need to pay duties or VAT according to your country’s levying rules. We will write low value instead of the real value on the shipping documents to help you avoid or reduce the possible tax.
Do you ship to PO Boxes or APO/FPO/AFP military addresses?
Sorry that we don’t ship to these addresses. We can only ship to the physical address.
How do I track my order status?
Once the order is placed, you will receive an email about the order information. You can also log in to our website and track your order under “You > My Orders” on the top right side of our website.
Once the order is shipped, you will receive a shipping email with the tracking number for your package.
Can you pack my order as a gift?
Sorry, we do not provide this service now.
What is your return policy?
- You are required to upload a picture showing the problem item when submit the return/exchange request online.
Please make sure that:
- Items can be returned or exchanged within 30 days from the delivered date.
- Items received should be unused, undamaged and in original package with original labels.
- Return shipping fee is paid by buyer.
Items that do not meet these criteria will not be considered for return.
If you have any other questions, feel free to email us at firstname.lastname@example.org
How soon will I receive a refund for my return?
Your refund will be issued to the original payment method or as store credit to your dreamhouse-tent account within a week, once the refund is approved by our customer service representatives.
Please note that it may take up to 30 days for the refund to appear in your the credit card if using it as original payment method.
Why did Dream House fail to refund you sometimes?
There are multiples reasons that we fail to refund you in time.
PayPal cases. If you had contacted PayPal to open a dispute or file a claim of your order, then the order transaction is being reviewed by PayPal which makes the funds not available. Once the case is closed, we can manage to issue the refund to your account.
Please go to the order detail page to submit a request to us. Our customer service representatives will reply you with further instructions within 2 business days.
If I receive a wrong/damaged/defective item, what should I do?
Send email to email@example.com with picture(s) of the wrong/damaged/defective item as well as your order NO. so that we can investigate and take further action to resolve your issue.
What should I do if an item is missing from my order?
Sometimes, your order will be delivered in multiple packages. Please check your order details in your account.
Once all the packages have been delivered but you are still missing items, please contact our customer service representatives at Contact Us page and submit a request to us. Our customer service representatives will help you and get back to you within 48 hours.
What shipping company can I choose for return?
Usually you can use any shipping carrier to ship the parcels back to us. You are supposed to choose the cheaper method, which is best and convenient for both of us.
What if I encounter other problems on dreamhouse-tent.com?
Please take a picture of the problem you met or screen shot and send it to firstname.lastname@example.org so that we can handle the issue ASAP.