How to Contact Us

For assistance, contact customer support using the email address or phone number shown on this page.

When your question relates to an order, including the order number and relevant product information can help us review the request more efficiently.

What to Include in Your Message

• Your order number where applicable.
• The name or email address used for the order.
• The product involved.
• A clear description of the question or issue.
• Photos where relevant to damaged, defective, incorrect or incomplete products.

Please do not send full card numbers, card security codes, one-time passwords or payment-account passwords to customer support.

Product Questions

If you have a question about a kettle, dripper, grinder, teapot, mug, frother, coffee scale, storage canister or another tervinna™ product, review the individual product page first.

Customer support can assist with questions about the information displayed on the product page.

Order Questions

Orders are generally processed within 2–4 business days. During busy periods, processing may take up to 5 business days.

Contact customer support if you need help understanding an order or current order status.

Order Changes

If you need to change an order, contact us as soon as possible. Changes cannot be guaranteed once processing or fulfillment has begun.

Order Cancellation

Cancellation requests should be made as soon as possible. Cancellation cannot be guaranteed after processing or fulfillment has begun.

Shipping & Tracking Questions

For U.S. destinations, standard transit is generally 10–15 business days after dispatch.

If tracking remains unchanged for an unusual period or delivery appears delayed, contact customer support.

Damaged Glass or Ceramic Products

If a glass or ceramic item arrives damaged, contact customer support with the order information.

Clear photographs of the product and packaging may be particularly helpful when reviewing damage involving glass, ceramic or other fragile materials.

Defective or Non-Working Items

If an electrical or mechanical product appears defective or does not function as expected, contact customer support and describe the issue clearly.

Photos or other relevant information may be requested where helpful for reviewing the request.

Incorrect or Incomplete Orders

If you receive an incorrect item or part of the order appears missing, contact us with the order details.

Return Requests

Eligible return requests may be submitted within 180 days after confirmed delivery.

Contact customer support before sending anything back. Approved return instructions will explain the appropriate next step.

Return Address Notice

The business address displayed on tervinna.com is not automatically a return warehouse or return destination.

Do not send a product to the displayed business address unless customer support specifically confirms that address in approved return instructions.

Refund Questions

Approved refunds are generally processed within 5–10 business days after approval to the original payment method.

Banks and payment providers may require additional time before a processed refund becomes visible.

Payment Questions

Payment methods may include PayPal, Visa, Credit & Debit Cards, Apple Pay and Google Pay.

Available options may vary by device, browser, location and checkout availability.

Ownership & Operation

Who owns and operates tervinna™?

tervinna™ is owned and operated by Hangzhou Jiajing Cultural Media Co., Ltd.

Hangzhou Jiajing Cultural Media Co., Ltd. operates tervinna.com and is responsible for the operation of the tervinna™ online store, including its day-to-day ecommerce operations and customer-service activities.

Owner / Representative: Shi Guili

Business Address

Hangzhou Jiajing Cultural Media Co., Ltd.

Room A23, No. 658 Liuhe Road, Liuxia Subdistrict, Xihu District, Hangzhou City, Zhejiang Province

This is the business address provided for company identification. It is not automatically a product-return address.