Frequently Asked Questions

Below you’ll find useful information about our Christmas decorations, seasonal ornaments, home décor, decorative accents, ordering, payment, shipping, tracking, returns, refunds, and customer support.

If you still need help after reviewing this page, our customer support team will be happy to assist you.

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Products & Home Décor

01. Who operates Tervokan™?

Tervokan™ is operated by Shanghai Tongxian Technology Co., Ltd. Our store focuses on Christmas decorations, seasonal décor, furniture accents, tabletop ornaments, decorative objects, and other products designed for home and interior spaces.

02. What kind of products can I find at Tervokan™?

Tervokan™ offers a growing range of decorative products for seasonal and everyday spaces. Our collections may include:

• Christmas tabletop decorations
• Holiday figurines and ornaments
• Seasonal decorative accents
• Mantel and shelf décor
• Desktop ornaments
• Decorative objects for cabinets and furniture
• Living room accents
• Bedroom decorations
• Tabletop centerpieces
• Gift-friendly decorative pieces
• Selected year-round home décor

Our product range may change as new designs and seasonal collections are introduced.

03. Are Tervokan™ products only for Christmas?

No. Christmas and holiday décor are an important part of Tervokan™, but our store may also offer decorative products suitable for use throughout the year. You may find products designed for living rooms, bedrooms, home offices, entryways, shelves, cabinets, desks, coffee tables, dining areas, and seasonal displays. Product availability may change throughout the year.

04. How can I tell whether a decoration will fit my space?

Please review the measurements listed on the individual product page before ordering. Depending on the product, we may provide height, width, depth, diameter, weight, material, recommended placement, and included components. Product photos may sometimes make decorative items appear larger or smaller because of camera angles, room styling, or surrounding objects, so we recommend checking actual measurements.

05. Will my product look exactly like the photos?

We make reasonable efforts to present product colors, finishes, proportions, and decorative details accurately. However, slight differences may occur because of screen brightness, device display settings, photography lighting, production batches, material texture, hand-applied finishes, decorative painting, and minor manufacturing variations. These small differences do not necessarily mean that the item is defective.

06. Are small differences in color or finish considered defects?

Not necessarily. Some Tervokan™ decorative products may feature textured surfaces, painted finishes, antique-style effects, natural-looking details, or hand-finished elements. Minor differences in color tone, texture, surface finish, pattern position, painted details, or decorative appearance may occur between individual products. If the product has clear breakage, serious damage, missing parts, or another issue that affects normal decorative use, please contact our customer support team.

07. Do your products require assembly?

Some products arrive ready to display, while others may require simple assembly or placement of individual decorative components. If assembly is required, the product description or included instructions should provide relevant information. Please follow any supplied instructions carefully and handle fragile components gently during assembly and placement.

Orders & Checkout

08. How long does Tervokan™ take to prepare an order?

Most orders are prepared within 2–4 business days. Order preparation includes payment verification, product preparation, quality checking, protective packaging, and shipping label preparation. During peak periods, processing may take up to 5 business days. Processing time is separate from delivery transit time.

09. What payment methods can I use?

Available payment options will be displayed during checkout, including PayPal, major credit cards, major debit cards, and other payment methods supported by our checkout provider. Orders are currently processed in United States Dollars (USD) unless another currency is clearly shown.

10. Can I make changes after placing an order?

If you need to change information associated with your order, please email service@tervokan.com as soon as possible with your order number and requested change. We will make reasonable efforts to assist before fulfillment begins, but changes may no longer be possible once processing, packing, or shipping has started.

11. Can I cancel my order?

Cancellation requests should be submitted as soon as possible after purchase (we recommend within approximately 12 hours). If fulfillment has not yet started, we may be able to cancel the order. Once packed or transferred for shipment, cancellation cannot be guaranteed, and you may need to wait for delivery to request an eligible return.

12. What should I do if I entered the wrong shipping address?

Contact us immediately at service@tervokan.com with your order number, incorrect address, and correct address. If the package has not yet entered fulfillment, we may be able to update it; once transferred to the carrier, address changes may no longer be possible.

Shipping & Delivery

13. How much does shipping cost?

Tervokan™ currently applies a $5.99 flat shipping fee per order unless another amount is displayed during checkout. Customs duties, import taxes, VAT, or brokerage charges are not included unless specifically stated.

14. How long does shipping to the United States usually take?

After order processing and dispatch, estimated delivery to supported U.S. destinations is generally 10–15 business days (excluding the standard 2–4 business day processing period). Delivery dates are estimates rather than guaranteed arrival dates.

15. What are the estimated delivery times outside the United States?

Estimated transit times are generally:

• Canada, United Kingdom & Australia: 11–16 business days
• Other International Destinations: 15–20 business days

Actual delivery time may be affected by customs clearance, postal services, weather, and holiday demand.

16. Should I order early for Christmas?

Yes. Holiday shopping periods create significantly higher shipping volumes. If you need a decorative product for Christmas Day, a party, a gift exchange, or a specific event, we recommend ordering well in advance.

17. Where will my order ship from?

Shipping origin depends on product inventory, availability, your delivery destination, and assigned fulfillment location. Orders may ship from different warehouses, supplier facilities, or fulfillment centers, which may differ from our registered address.

18. Will I receive tracking information?

Yes. Once dispatched, shipment information is normally emailed to you. Please allow approximately 1–3 business days after dispatch for the first carrier tracking update to appear.

19. Why has my tracking stopped updating?

Temporary gaps in tracking activity are common for international shipments while packages travel between logistics centers, wait for carrier scans, or clear customs. If there is no update for an unusually long period, contact service@tervokan.com.

20. What if tracking says “Delivered” but I cannot find my order?

Check common locations such as your mailbox, porch, reception desk, parcel locker, household members, or neighbors. If the package still cannot be located, contact Tervokan™ Customer Support with your details.

21. Can products from the same order arrive separately?

Yes. Multi-item orders may be divided into multiple shipments if items are stored at different locations or become available at different times. You may receive multiple tracking numbers and separate delivery dates.

Returns & Refunds

22. How long do I have to request a return?

Most eligible products may be returned within 30 days after delivery, provided the request is submitted within the period and meets our Return & Refund Policy requirements.

23. What condition should a returned item be in?

Products should generally be unused, in original condition, include original packaging where reasonably possible, include all components, and show no customer-caused damage or permanent modification.

24. How do I request a return?

Please email service@tervokan.com with your order number, product name, reason for return, and clear photos when applicable. Do not automatically send returns to our registered company address until you receive return authorization and instructions.

25. Who is responsible for return shipping?

For change of mind, style preference, size expectation, or ordering mistakes, the customer may be responsible for return shipping costs. If the issue resulted from shipping damage, an incorrect product, a confirmed defect, or a fulfillment error by Tervokan™, we will provide appropriate instructions and resolution.

26. What should I do if my decoration arrives damaged?

Contact us as soon as possible with your order number, photos of the entire product, close-ups of the damage, outer packaging photos, and an explanation. Keep the original packaging until reviewed. Solutions may include a replacement, replacement component, refund, or authorized return.

27. What if part of my product is missing?

Carefully check interior packaging, inserts, and accessory compartments before discarding boxes. If something is still missing, contact us with your order number, photos of received items/packaging, and a description of the missing part.

28. How long do refunds take?

After an authorized return is received and inspected, eligible refunds are processed within up to 10 business days after approval to the original payment method. Banks may require extra time to post the credit.

29. Are Christmas or seasonal products returnable?

Eligible seasonal products may generally be returned under our standard policy unless marked as final sale, non-returnable, customized, or personalized. They do not become non-returnable simply because the holiday has passed.

30. What if I simply change my mind?

Eligible unused products may be returned within the 30-day window for change of mind, though the customer may be responsible for return shipping costs. Please contact us for authorization first.

Product Care & Decorative Use

31. How should I handle fragile decorative products?

Handle products carefully, place them on stable surfaces, avoid drops, keep them away from unstable edges, and follow assembly instructions. Unless specified, products are not toys.

32. How should I store Christmas decorations after the holiday season?

Clean away surface dust, keep original packaging where practical, wrap delicate parts, avoid excessive moisture and direct heat, store in a dry location, and avoid placing heavy objects on fragile items.

33. Can I use all Tervokan™ decorations outdoors?

Not necessarily. Check individual product descriptions before outdoor placement. Unless specified as suitable for outdoor use, exposure to rain, snow, high humidity, sunlight, or extreme temperatures may damage them.

Customer Support

34. How can I contact Tervokan™?

Email: service@tervokan.com
Phone: +86 131 6646 7472
Support Hours: Monday – Friday | 9:00 AM – 6:00 PM

35. What information should I include when contacting customer support?

Include your order number, account email, product name, description of your question, tracking info, and photos of damage if applicable. Never email complete credit card numbers, CVV codes, or passwords.