What does tervinna™ sell?

tervinna™ focuses on coffee and tea products, including pour-over equipment, kettles, French presses, manual grinders, coffee scales, espresso accessories, teapots, tea infusers, mugs, frothers, cold brew products and storage accessories.

Where can I find current product details?

The individual product page contains current product images, descriptions, available options and pricing. Review that page before ordering.

How long does order processing take?

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

Is processing time the same as shipping time?

No. Processing occurs before dispatch. Shipping transit begins after the order has been dispatched.

How long does standard U.S. shipping take?

Standard U.S. transit is generally 10–15 business days after dispatch.

How much does shipping cost?

Any applicable shipping cost is shown during checkout before payment is submitted.

Will I receive tracking information?

When tracking is available, tracking information may be provided after dispatch.

Why has my tracking not updated?

Tracking can sometimes update slowly. A temporary lack of movement does not necessarily mean the shipment has stopped moving. Contact customer support if the delay appears unusual.

Can I change my delivery address?

Contact customer support as soon as possible. Address changes cannot be guaranteed after processing or fulfillment has begun.

Which payment methods do you accept?

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

Can I use PayPal?

PayPal may be used when displayed as available at checkout. PayPal guest checkout may be available where offered by PayPal.

Can I use Visa?

Visa may be used when displayed as an available payment option during checkout.

Can I use Apple Pay?

Apple Pay may be available when supported by your device, browser, location and checkout configuration.

Can I use Google Pay?

Google Pay may be available when supported by your device, browser, location and checkout configuration.

Why was my payment declined?

Payments may be declined because of issuer authorization, billing-information mismatch, provider restrictions or security checks. Your bank or payment provider may be able to provide more information.

What is a pending authorization?

A payment provider may temporarily show a pending authorization even when an order is not completed. The payment provider controls when that authorization is released.

Can I change my order?

Contact customer support as soon as possible. Changes cannot be guaranteed after processing or fulfillment has begun.

Can I cancel my order?

Cancellation requests should be submitted as soon as possible. Cancellation cannot be guaranteed once processing or fulfillment has begun.

What is your return window?

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

How do I request a return?

Contact customer support before sending anything back. We will review the request and provide approved return instructions where appropriate.

Can I send my return to the company address?

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

What if a glass product arrives broken?

Contact customer support with the order details and clear photographs where helpful, including the product and packaging condition.

What if a ceramic product arrives cracked?

Contact customer support with the order information and photographs where helpful.

What if an electrical product does not work?

If a product such as a frother or scale appears defective or does not function as expected, contact customer support and describe the issue clearly.

What if I receive the wrong item?

Contact customer support and identify both the product ordered and the product received.

What if part of my order is missing?

Review available tracking information first because some orders may arrive in separate packages. Contact support if the order still appears incomplete.

What if tracking says delivered but I cannot find the package?

Check the normal delivery area, household members, building reception or mailroom staff where applicable. Contact customer support if the package remains missing.

How long do approved refunds take?

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

Can my bank take longer to show the refund?

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

Do you offer replacements?

Depending on the circumstances, customer support may discuss a replacement or another appropriate resolution. Replacement availability is not guaranteed.

Do you offer exchanges?

An exchange may be discussed where appropriate, but exchanges are not guaranteed for every request and depend on the circumstances and product availability.

How do I contact customer support?

Email: service@tervinna.com

Phone: +86 130 7364 2687

Customer Service Hours: 8:00 AM – 10:00 PM Daily

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 online store and its customer-service activities.

Owner / Representative: Shi Guili