Shipping policy

Missing, Lost, or Stolen Packages

We know how frustrating it is when an order does not arrive as expected, and we’re happy to help you determine the next steps.

If your package is delayed or still in transit

Please contact us at support@dreamwalkerz.ai with your order number and tracking information. We will review the shipment and, when appropriate, work with the carrier to investigate or file a claim.

If tracking shows your package was delivered but you cannot find it

Please first:

Check all entrances, mailboxes, parcel lockers, and other delivery areas.
Check with household members, neighbors, apartment staff, or office staff.
Contact the carrier or your local post office with your tracking number and ask them to verify the delivery details.
Allow 5 business days from the carrier’s recorded delivery date for the package to arrive or be located.

Packages are occasionally marked as delivered before they actually arrive, delivered to an unexpected location, or located within the following few days.

Dreamwalkerz will not consider a replacement, refund, or other resolution for a package marked as delivered until 5 business days have passed from the carrier’s recorded delivery date.

After 5 business days

If the carrier confirms that the package was delivered to the correct shipping address and it still cannot be located after 5 business days, the package may have been lost or stolen after delivery.

Once a carrier confirms delivery to the correct shipping address, Dreamwalkerz cannot guarantee a refund or replacement for loss or theft occurring after delivery.

We review missing-package situations individually and may request additional information or documentation before determining a resolution.

Carrier claims

When applicable, Dreamwalkerz may file a claim with the shipping carrier. Carrier claim eligibility and filing timelines vary depending on the carrier, shipping service, and insurance coverage.

For USPS insured domestic shipments, USPS currently bases claim filing periods on the original mailing date, not the delivery date. For services including Priority Mail and USPS Ground Advantage, lost-package claims generally may be filed no sooner than 15 days after the mailing date and no later than 60 days after mailing.

Either the sender or recipient may be eligible to file a USPS claim when the shipment qualifies, although Dreamwalkerz may choose to handle the carrier claim directly.

Suspected package theft

If the carrier confirms that the package was delivered correctly and theft is suspected, the customer may report the incident to the carrier, the U.S. Postal Inspection Service for USPS shipments, or local law enforcement.

The U.S. Postal Inspection Service accepts reports of suspected mail theft directly.

Dreamwalkerz may request documentation showing that a missing package was reported to the carrier, Postal Inspection Service, or local law enforcement before approving a replacement or other resolution.

Courtesy replacements

In some circumstances, Dreamwalkerz may offer a one-time courtesy replacement at our discretion.

If a courtesy replacement is approved:

The replacement may be required to ship to a different, secure address.
The customer may be responsible for the new shipping charge unless the issue resulted from a Dreamwalkerz fulfillment error or confirmed carrier misdelivery.
Dreamwalkerz will cover the replacement product unless otherwise stated.
Signature-required delivery may be required.
Additional documentation may be requested before the replacement is shipped.

Courtesy replacements are not guaranteed and do not change our policy regarding packages confirmed as delivered by the carrier.

Please contact us at support@dreamwalkerz.ai within 30 days of the expected delivery date if you need help with a missing shipment.

Delivery Destination

Delivery Destination

Shipping policy

Missing, Lost, or Stolen Packages

If your package is delayed or still in transit

If tracking shows your package was delivered but you cannot find it

After 5 business days

Carrier claims

Suspected package theft

Courtesy replacements

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Delivery Destination