FAQ's
Everything you need to know for a smoother sleep experience.
Find answers to the most common questions about Dreamegg products, shipping, setup, and everyday use.
Shipping and Orders
When will my order be shipped?
It usually takes 1 or 2 business days for us to prepare and arrange the shipment. Your order will be delivered in 3 or 10 days. Please note that we could not choose a sepcific shipping carrier to ship your order. Please read our shipping policy here: https://dreamegg.com/pages/shipping-policy
What kind of addresses are not supported?
P.O. Box, PR, APO, FPO or DPO addresses are not support.
Can I change the delivery address while in shipment?
Once it's shipped, we can not contact the shipping carrier but only provide the tracking number. You can directly contact the shipper to rearrange the shipment.
Why I can't complete an order?
If you got a message " This order can't be shipped to the address you entered.", this means you might fill in the wrong address or the item is out of stock in your location.
Where is my order?
Our system will send the tracking number and the tracking link via email once your order is shipped. You can also click the "View your order" in the order confirmation email to visit the order status page. The tracking information link is on that page.
If the order is not delivered on time, please contact us at support@dreamegg.com for help.
Can I cancel my order?
We can cancel your order before it's shipped out. Usually, it takes 24 hours for us to process your order in 1 or 2 business days. We can not cancel the order if it has already been shipped out.
What if I received a damaged product?
Please contact our customer service to get a new replacement.
Guarantee and Warranty
Do you have a guarantee or warranty?
The Dreamegg 365-day Warranty is intended for defective parts/products. Any Dreamegg products have a 60-day money-back guarantee if you are not completely satisfied.
How do I get a refund and how to return?
Please read our return policy here: https://dreamegg.com/policies/refund-policy
How do I contact customer service?
Please reach out to us at
contact@dreamegg.com or support@dreamegg.com.
Our customer support team is available by Email: Monday - Friday
Products
My sound machine doesn't turn on, what should I do?
Make sure the power is on and the cord is plugged into the "DC 5V" port instead of the headphone jack, besides switch to other outlets to see if it works. If these don't help, contact us at support@dreamegg.com for timely services.
It seems making unusual noise while operating or turning off, is it normal?
Improper power adapter may lead to unusual noise, make sure to use 5V/1.0A power adapter. If the problem still exists, contact us directly at support@dreamegg.com with your order number for faster help.
I can't fully charge the D11 or it won't take a charge, why is that?
Please make sure to use a 5V/1A adapter to safely charge the D11. Please DO NOT use any fast charger (5V/2A, 5V/3A) on the D11.
What is the decibel level for sound machines?
The maximum decibel level for Dreamegg sound machines is between 70-95dB(different models may vary). We suggest not using the sound machine at 80dB or above for a very long time, especially not for children. We also encourage you not to use the sound machine at 50 dB or above for babies.
My buttons are unresponsive. Why?
Please turn off the child safety lock mode before using it. Please long press the button for 2.5s to exit the mode. Please follow the instructions on Page 8 on User Manual.