Questions and Answers, User Manuals, User Guides

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.

What payment methods are accepted?

We accept PayPal and credit cards. https://dreamegg.com/pages/payment-method

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@mydreamegg.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 180-day Warranty is intended for defective parts/products. Any Dreamegg products have a 30-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@mydreamegg.com.

Our customer support team is available by Email: Monday - Friday


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@mydreamegg.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@mydreamegg.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.

Can I run the unit continuously? Because I don't want to set a timer.

Yes, please refer to Timer & Run Continuously section on the user manual.

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.

How shall I contact you regarding a replacement / refund or other possible issues?

All Dreamegg sound machines comes with 6-month warranty and 30-day money back guarantee. Please contact us at support@mydreamegg.com with your order number, we will solve the problem for you in 24 hours.

Just received my air purifier, it seems making unusual noises while running.

Make sure the filter is removed from its packaging before using the air purifier, and there are no foreign objects inside the air purifier. Besides, switch to different fan speeds to see if it improves. If these don't help, please contact us at support@mydreamegg.com with your order number for faster help.

It seems to have some smell coming from the new unit, what should I do?

Make sure the plastic bag of the filter is removed. Please use it in the power supply of 120V / 60 Hz in the USA and Canada. Otherwise, a voltage converter is needed. If the issue still exists, we suggest running the air purifier at Level III for half an hour at the open area, it will disappear soon. Please don't hesitate to contact us at support@mydreamegg.com with your order number if you have any questions. We would love to hear more details to troubleshoot and fix the issues for you.

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.

What is the Pet Mode?

Pet mode runs the machine with Level Turbo for 15 min then Level III for 5 min, then back to pervious fan setting. To exit the Pet mode, please see page 7 on User Manual for more.

Level I is very quiet and doesn't seem to have a strong airflow. Is it normal?

Level I is designed less airflow for users who requires very quiet environment, and Level II suits for most daily usage situations, while Level III and Turbo are designed with higher airflow for rapid purification and heavy pollution cases (relatively a bit louder). We recommend use high speed for quick purification when you are not nearby, and choose low speed when you require quiet environment.

Why does "change filter" light up? Is it defective?

It is a reminder that it's time to replace with a new filter. Please replace it when the filter indicator lights up.

I live in an environment with high pollution, can I replace the filter in advance?

Yes, you can also replace a new filter even if the change filter light doesn't light up. New filter tends to have better performance.

Where to buy the filter?

Please click here to buy the TR-8080 air purifier replacement filter.

After replacing the new filter, why the change filter light still lights up?

It is normal. After replacing the filter, you need to plug in the air purifier and long press the change filter light for 2.5s, then the light will disappear and the machine will automatically calculate the usage hours from the beginning.