Customer Service

• Terms and Conditions
• Forms of Payment
• Shipping Times and Expected Delivery from Dream Duffel, LLC
• Return Policy
• Dream Duffel Warranty
• Sale Policy

Terms and Conditions
You agree to the terms and conditions set forth in this web site when you use it. Use of your credit card on this site constitutes your electronic signature. We will revise and update terms and conditions at our discretion. Refer back to this page periodically for any changes in terms or conditions.

Forms of Payment
We accept Visa, Mastercard, Discover, American Express, and PayPal. Payment in full is due at time of purchase. We also provide the “Print & Call” option. If you select this option, you have 3 days to call us with payment information.

Shipping Times and Expected Delivery from Dream Duffel, LLC

Please allow 1-3 weeks for delivery.
(Note: Business days are Monday through Friday, excluding holidays.)

• Flat Rate Ground & UPS Ground: Packages take 1-5 business days (48 states only) to arrive after shipping from our warehouse.
• UPS 3-Day Select: Packages are to arrive 3 business days after shipping. Order processing is additional.
• UPS 2nd Day Air: Packages are to arrive 2 business days after shipping. Order processing is additional.
• UPS Next Day Air Saver: Packages are to be delivered by the end of the next business day (no delivery on Saturdays).
• UPS Next Day Air Saver: Packages are to be delivered by the end of the next business day (no delivery on Saturdays).

Orders will begin processing the business day after they are placed. Processing can vary from 2-10 days depending on order volume. Once processing is complete, it will ship from our warehouse. Expedited Shipping (3-Day Select, 2-Day, and Overnight) is excluded from the longer processing time. If an order is placed with expedited shipping, it will still begin processing the following business day but will be shipped from our warehouse within 24 hours.

If your item is personalized, it typically takes 3-4 days for that service, extending the overall processing time of your order. We do not ship to Hawaii or Alaska.

We do not accept responsibility for lost or stolen shipments after they are in the carrier's hands.

International sales are provided through distributors in the following countires: Australia, Canada, Japan, New Zealand, and the United Kingdom. The links to these distributors are provided on the homepage of our website.

Please be aware that our products are shipped in boxes that have our company logo printed on the outside. If purchasing as a gift, you may want to consider shipping to another address (friend, neighbor, or relative) to keep the secret. If this is not an option, please meake note of the gift in the 'Special Instructions' section during checkout. We will do our best to help and cover up the logos on the box's exterior.

Return Policy
For problems with your order or to request a return, please call 1-877-378-1260 or email us at info@dreamduffel.com. Returns must occur within 90 days from receipt of items and you must contact us for Return Authorization Number before returning your package; otherwise, your return may be refused. Returned Duffels will incur a $20.00 restocking fee. Refund/exchange policy applies to resalable merchandise and U.S. orders only. Personalized items and items without tags are not resalable and therefore are not returnable. Used, misused or washed items are not resalable. Sorry, but we do not refund original shipping charges or pay for return shipping charges. Rejected loads will incur return freight which will be deducted from your refund. If replacements are needed for an item purchased from one of our retailers, a receipt will be required for proof of purchase. Except for warranty, any return/exchange is between the retailer and the customer.

Dream Duffel Warranty
Our products are tested to ensure they meet stringent standards. Consequently, if a problem occurs with your Dream Duffel and the problem is caused by manufacturing defect in material and workmanship, we will, in our discretion, fix the duffel in accordance with the warranty terms and conditions stated herein. The warranty applies only to the first purchaser or gift recipient of the duffel for a period of 12 months starting from the date the duffel was purchased. This warranty covers only manufacturing defects and does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage (i.e. airline travel). Electronic photos may be required to begin the process for all replacement and repair inquiries. Dream Duffel will provide replacement parts at no cost within the first 12 months if deemed necessary. After the 12 month warranty period replacement parts are available for purchase through our website. Repair "how to" videos are available on our website for your reference. Replacement products will be for the same item if the product is still offered.

Sale Policy
If an item is further reduced in price within 14 days of your purchase, we will refund the difference in price. We will not honor sale pricing once a sale has concluded. Exclusions to this policy are contained in individual sale announcements. Flash sales and holiday sales are excluded from this sale policy.