Shipping & Returns

Last updated: October 7, 2026

Every DreamBerry NYC piece is hand-finished in New York, and most are one of a kind. This page explains how your order reaches you, and what happens if something goes wrong.

Where we ship

We ship within the United States only. Checkout collects a US street address, city, state and ZIP code, and postage is quoted against USPS domestic rates.

What shipping costs

Shipping is calculated at checkout from the actual weight and dimensions of the items in your cart, and the box they will ship in. It is not a flat fee or an estimate — you see the exact cost for your ZIP code before you pay.

We ship by USPS. Ground Advantage is our standard service; Priority Mail and Priority Mail Express are offered where they are available for your address. The service you choose affects transit after we hand the parcel to USPS; our processing time still applies.

When your order ships

Most of what we make is finished and ready to go. Orders placed before 2:00pm ET on a business day are packed and handed to USPS within 1–2 business days; orders placed after 2:00pm ET start the next business day.

Our 3D-printed frames and displays are made to order and need up to 3 business days in the studio before they ship. The cut-off for those is 12:00pm ET.

Each product page shows its own lead time, so you can check before you buy.

If your order contains both, it ships together, on the later of the two dates.

Business days are Monday to Friday. We are closed on weekends and on US postal holidays, and orders that arrive then start on the next business day. Processing times may run longer during peak holiday periods.

If we cannot ship your order within the advertised timeframe, we will email you before that date with a revised shipping date and two options: wait for the new date, or cancel for a full refund. The notice will explain how to respond, the response deadline and whether your express consent is needed. We will obtain consent to the delay where required by law; if required consent is not received in time, we will cancel and promptly refund the unshipped order in full without waiting for you to ask. If we cannot meet a revised date, we will notify you again and obtain any further consent required, or cancel and promptly refund. If we cannot give you a revised date, we will cancel and promptly refund without waiting for you to ask.

Tracking your order

When USPS scans your parcel as accepted, we email you a tracking number — usually within a couple of hours of the scan. You will hear from us again when it is out for delivery, and once more when it has been delivered.

Changing or cancelling an order

You can cancel your own order up until it is packed and marked ready for drop-off. The self-service option disappears at that point, because the parcel is labelled and leaving our hands. Creating a label is not the same as the parcel being shipped, and this cutoff does not remove any cancellation or refund right you have by law — including where a shipment is delayed beyond the time we advertised. If you need to cancel after that point, email us.

Cancelling refunds the full amount you paid, including shipping, to the original payment account you paid with. We initiate refunds on the timetable below; payment-provider processing does not extend any deadline that applies to us by law. We do not issue partial refunds at cancellation.

If you need to change your address and self-service cancellation is still available, cancel the order and place it again with the correct address; we initiate a refund of the full amount, including shipping, immediately. Cancelling releases the item for sale again; we cannot hold it while you reorder or guarantee it will still be available. If self-service cancellation is no longer available, email us promptly and we will tell you whether an address change or cancellation can still be arranged. This does not remove any cancellation or refund right you have by law.

Returns

We do not accept returns or exchanges for change of mind.

This does not affect your position if something arrives damaged, incorrect, or not as described — see below.

This applies to everything we sell, including sale and discounted items. A reduced price does not change your position if something arrives damaged, incorrect, or not as described.

We do not charge restocking or handling fees on a return. Where a return is needed because of our error or a defective item, we pay the return postage.

Proof of purchase. Your order number is usually enough; we can also use other reasonable evidence, such as your confirmation email or PayPal transaction details, to identify the purchase. If we cannot verify a purchase from DreamBerry, we may be unable to process a voluntary refund, but this does not remove any rights you have by law.

Refunds go back to the original payment method. Where a refund is required by law, we initiate it promptly within the applicable legal deadline and it does not wait on anything being agreed — for example where we cannot ship within the time we advertised and you choose to cancel. For a cancellation you make yourself, we initiate the refund immediately. For other refunds under this policy, we initiate the refund within 2 business days after confirming that you are entitled to it. We assess claims promptly and do not delay a refund by requiring an agreement where none is needed. PayPal and your bank may take additional time to post the refund to your account; their processing does not extend any deadline that applies to us by law.

A written copy of this policy is available on request — email hello@dreamberrynyc.com and we will send one.

Damaged, wrong, or not as described

If your item arrives damaged, incorrect, or not as described, please contact us as soon as possible, preferably within 72 hours of delivery. Include your order number, and photographs if you can take them. That window helps us sort it out quickly; it is not a deadline, and telling us later does not forfeit your rights — including where a fault only becomes apparent with use. If photographs are not possible, describe the problem and we will work with that.

We will look into it and put it right. A refund is our standard remedy, because almost everything we make is one of a kind — an identical replacement usually does not exist. Where we do still have the piece, or can remake it, and you would rather have that than your money back, we will offer you the choice. Where a return is needed because of our error or a defective product, we provide a prepaid return label and you are never out of pocket for sending it back.

Nothing in this policy limits your rights under applicable consumer protection law.

Never delivered

If tracking shows your item was delivered but you have not received it, please check around the delivery location first:

• Look around your property — porch, side door, garage, mailbox, mailroom, or other common delivery areas.
• Ask neighbours whether the package was delivered nearby by mistake.
• Check with household members, roommates, building staff, or anyone else who may have accepted it.
• Look for a notice of attempted delivery.
• Contact USPS. You may ask your local Post Office to check delivery details, including GPS scan information, delivery photos, whether the delivery address was confirmed, and whether the shipping label was damaged or defaced.

If you still cannot find the package, contact us within 7 days of the delivery scan where you can — the sooner you tell us, the more USPS can establish. It is a request rather than a cut-off, and contacting us later does not forfeit your rights. We will investigate individually with USPS, which may include delivery photos, geo-location scans, the delivery address and the shipping label. A delivery scan is evidence, not the final word: if the scan is inconclusive, or points to the wrong address, we treat that as a failed delivery and refund you in full. Where everything indicates the parcel was correctly delivered and then taken, we will tell you what we found and help you pursue it with USPS or PayPal.

Package hasn't updated or appears delayed

If tracking has not updated or the package appears delayed, check the USPS tracking page first. Tracking updates can take time, especially during high-volume periods or service disruptions. If there is no movement after several business days, contact us and we will look into it promptly. If the parcel is lost in transit, we will refund you in full, including shipping, without waiting for USPS to reimburse us, or offer a replacement if available and you prefer it.

Returned to sender

Occasionally a parcel comes back to us — an address that was incomplete or mistyped, or one USPS could not deliver and nobody claimed.

Where the parcel came back because of something at your end — an address that was incomplete or mistyped at checkout, or a delivery that was refused — we refund the total amount you paid, including applicable tax, less only the original postage actually paid, because that postage was already spent carrying the parcel. We do not deduct that postage again from the item price. Where it came back because of our error, or because USPS failed to deliver to a correct and complete address, you get a full refund including postage. If you would rather we resend it than refund you, tell us: we will quote any reshipping cost attributable to your address error or refused delivery before you agree, and we cover reshipping caused by our error or USPS failure at a correct and complete address. This does not reduce any refund or other remedy required by law.

Your delivery address comes from the one you choose in PayPal at checkout, so it is worth a glance before you pay.

When to contact us

Get in touch if:

• Tracking shows your item was delivered, but you cannot find it after checking the delivery area and contacting USPS.
• You received the wrong item, or the item arrived damaged or not as described.
• Tracking shows a delivery exception and final delivery cannot be completed.
• Your order was returned to sender.

Misuse of these policies

Everything on this page is offered in good faith, and almost every order never needs any of it.

Where a pattern emerges that the evidence does not support — repeated not-received claims on parcels with confirmed delivery scans, repeated damage claims we cannot substantiate, or a return that is not the item we sent — we may decline an unsupported claim, decline future orders, or restrict or close an account used for misuse. We make that judgement on the whole picture, case by case, and we will consider whatever information you can give us; a missing photograph or a repeated complaint is not on its own proof of anything. Restricting or closing an account does not affect an existing order, cancel a refund you are already owed, invalidate earlier claims, or stop you contacting us or using PayPal’s Purchase Protection.

If we take any of those steps, we will tell you why.

Nothing here limits your rights under PayPal's Purchase Protection or under applicable consumer law.

Getting in touch

If you have questions about your order, need help with a delivery problem, or received a damaged item, reach out through the contact form on our Contact Us page or email hello@dreamberrynyc.com. We will respond as quickly as we can.

This policy applies to all orders placed on or after October 7, 2026.