Order Processing

Orders are generally processed within 2–4 business days.

Processing refers to the time required before the order is dispatched.

Busy Periods

During periods of increased order volume, processing may take up to 5 business days.

Processing vs. Transit Time

Processing time and shipping transit time are separate. Transit begins after the order has been dispatched.

Shipping Availability

Shipping availability depends on destination and the options available through checkout.

If delivery is not available for an address, checkout may not allow the order to proceed.

U.S. Transit Estimate

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

Shipping Charges

Any applicable shipping charges are displayed during checkout before payment is submitted.

Delivery Estimates

Delivery timelines are estimates, not guaranteed arrival dates.

Transportation, weather, address issues, customs procedures, service-provider delays or unusually high shipment volume may affect delivery.

Tracking Information

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

A tracking number may not show movement immediately, as delivery networks may require time to scan and update the shipment.

Delayed Tracking

A lack of recent tracking activity does not always mean the shipment has stopped moving.

If tracking remains unchanged for an unusual period or the package passes the expected delivery window, contact customer support.

Delivery Address

Customers are responsible for reviewing delivery information before submitting the order.

Incorrect or incomplete address information may cause delays, failed delivery or return of the shipment.

Address Changes

If an address needs to be corrected, contact customer support as soon as possible.

Address changes cannot be guaranteed after processing or dispatch has begun.

Split Shipments

Some orders may arrive in more than one package. Individual packages may have different tracking details or arrival dates.

Delayed Delivery

If an order has not arrived within the expected shipping range, contact customer support with the order details.

Potentially Lost Shipments

If tracking or delivery circumstances suggest that a shipment may be lost, contact customer support so the available shipment information can be reviewed.

Marked Delivered but Not Received

If tracking shows delivered but you cannot locate the shipment, check:

• The normal delivery area around the address.
• Other household members.
• Building reception, mailroom or staff where applicable.
• Any safe location where the package may have been placed.

If the package remains missing, contact customer support.

Damaged Glass or Ceramic Products

Some tervinna™ products include glass or ceramic components. If an item arrives cracked, broken or otherwise damaged, contact customer support.

Photographs of the item, inner packaging and outer package may be helpful when reviewing the delivery condition.

Damaged Metal or Electrical Products

If a kettle, frother, scale or another metal or electrical item arrives damaged, contact customer support and provide the order information.

Incorrect Delivery

If the product received does not match the item ordered, contact customer support and identify the product received.

Incomplete Delivery

If part of an order appears missing, review available tracking information first because some orders may arrive separately.

Contact customer support if the order still appears incomplete.

Duties, Taxes and Local Charges

If destination-specific duties, taxes or import-related charges apply and are not collected during checkout, they may be assessed by local authorities or service providers.

Returns After Delivery

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

Do not automatically send a return to the business address shown on tervinna.com. Contact customer support first and follow approved return instructions.

Shipping Assistance

Email: service@tervinna.com

Phone: +86 130 7364 2687

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