Shipping Policy

At Tervokan™, we want every order to move from checkout to delivery as smoothly and clearly as possible.

Whether you are ordering Christmas decorations, seasonal ornaments, tabletop décor, furniture accents, or decorative pieces for your home, we aim to provide clear information throughout the shipping process.

This Shipping Policy explains how orders are prepared, dispatched, tracked, and delivered, as well as what to expect if a shipment is delayed, damaged, or lost in transit.

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How We Fulfill Orders

Tervokan™ offers a growing selection of Christmas decorations, seasonal products, home décor, decorative ornaments, and furniture accessories designed to add character and atmosphere to everyday spaces.

Depending on product availability and your delivery destination, orders may be fulfilled through different logistics centers, supplier facilities, warehouses, or international fulfillment partners.

This flexible fulfillment approach helps us:

• Maintain access to a broader range of seasonal and decorative products
• Improve inventory availability
• Support efficient order processing
• Reduce unnecessary handling and storage
• Serve customers across different regions
• Manage seasonal demand during busy holiday periods

Because fulfillment locations may vary, shipping and delivery times can differ between products and orders.

Some multi-item orders may also be shipped separately.

1. Order Processing

After your order is successfully placed, it enters our preparation and verification process.

Standard Processing Time: 2–4 business days

During this stage, we may complete:

• Order verification
• Product preparation
• Product inspection
• Protective packaging
• Shipping label preparation
• Transfer to the applicable logistics provider

Because many Tervokan™ products include decorative items, ornaments, seasonal pieces, and products with detailed finishes, appropriate packaging may be used to help protect products during transportation.

During Christmas, holiday shopping periods, promotional campaigns, or other high-volume seasons, processing may take up to 5 business days.

Orders are generally not processed on weekends or major public holidays.

Please note that order processing time is separate from shipping transit time.

2. Shipping Charges

Tervokan™ currently charges a flat shipping fee of $5.99 per order.

The applicable shipping charge will be displayed at checkout before payment is completed.

Unless specifically stated during checkout, shipping charges do not include:

• Customs duties
• Import taxes
• VAT
• Brokerage charges
• Local handling charges
• Other destination-specific fees

Any such charges imposed by local authorities or customs agencies may be the responsibility of the recipient.

3. Estimated Delivery Times

Estimated transit time begins after your order has been processed and transferred to the shipping carrier.

United States: Approximately 10–15 business days

Canada, United Kingdom & Australia: Approximately 11–16 business days

Other International Destinations: Approximately 15–20 business days

These delivery windows are estimates only and should not be considered guaranteed arrival dates.

Actual delivery times may be affected by:

• Carrier operations
• Destination location
• Customs inspections
• Weather conditions
• Local postal services
• Holiday shipping volumes
• Christmas-season demand
• Transportation disruptions
• Regional delivery conditions
• Other circumstances outside our direct control

Customers purchasing Christmas or seasonal decorations for a specific holiday, event, gathering, or date are encouraged to place orders as early as possible.

Tervokan™ cannot guarantee delivery before a specific holiday or event unless an express guarantee is explicitly stated at checkout.

4. Order Tracking

Once your order has been dispatched, a shipping confirmation email will normally be sent to the email address provided during checkout.

The confirmation may include:

• Your tracking number
• Shipping carrier information
• Shipment status
• Available tracking details

Please allow approximately 1–3 business days after shipment for the carrier's tracking system to display the first update.

In some cases, tracking information may not update immediately while a package is:

• Moving between logistics facilities
• Waiting for carrier scanning
• In customs processing
• Transferring between international and local carriers

A temporary lack of tracking activity does not necessarily mean that your package has stopped moving.

5. Customs, Duties & Import Taxes

International shipments may be subject to customs duties, VAT, import taxes, brokerage charges, handling fees, or other charges required by the destination country or region.

Unless otherwise stated during checkout:

• Import-related charges are the responsibility of the recipient
• Customs rules vary between countries and regions
• Tervokan™ does not determine customs charges
• Tervokan™ does not control customs processing times
• Customs inspections may result in additional delivery delays

Tervokan™ is not responsible for delays caused by customs authorities, import procedures, border inspections, or local regulations.

Customers are encouraged to review applicable import requirements before placing an international order.

6. Address Changes & Order Cancellations

We begin preparing orders shortly after they are placed.

If you need to correct your shipping address or request an order cancellation, please contact us as soon as possible via email at service@tervokan.com.

Whenever possible, please submit your request within 12 hours of placing the order.

Please include:

• Your order number
• The email address used for the order
• The requested change
• The correct shipping information when applicable

Once an order has entered fulfillment, been packed, transferred to a logistics provider, or handed over to the carrier, we may no longer be able to modify or cancel it.

Please carefully review your shipping and contact information before completing checkout.

7. Incorrect or Incomplete Shipping Information

Customers are responsible for providing complete and accurate delivery information when placing an order.

Please verify the following before submitting your purchase:

• Recipient name
• Street address
• Apartment, suite, or unit number
• City
• State or province
• Postal or ZIP code
• Country
• Telephone number
• Contact email address

Tervokan™ cannot be held responsible for delivery issues caused by incorrect, incomplete, or outdated customer-provided information.

If a package is returned because of:

• An incorrect address
• An incomplete address
• An unavailable recipient
• A refused delivery
• Failure to collect the package
• Other customer-related delivery issues

additional shipping charges may be required if reshipment is requested.

8. Damaged Packages

We understand that decorative products may require additional care during transportation.

If your product arrives damaged during shipping, please contact our customer service team within 72 hours of delivery.

Please provide:

• Your order number
• Clear photos of the damaged product
• Photos of the outer shipping package
• Photos of any damaged internal packaging
• A brief description of the issue

Please keep the original packaging until your request has been reviewed.

After reviewing the information provided, we will determine an appropriate resolution according to the circumstances and our applicable store policies.

Possible resolutions may include:

• Replacement
• Refund
• Partial refund
• Another appropriate solution

depending on the nature of the issue.

9. Decorative Product Variations

Some home décor and seasonal products may include hand-finished details, textured surfaces, natural-looking finishes, painted elements, or decorative materials.

Minor differences in:

• Color
• Texture
• Surface appearance
• Finish
• Pattern placement
• Decorative details

may occur between individual products.

These minor variations are not necessarily considered shipping damage or product defects.

If you believe your product has been damaged during transit rather than showing normal decorative variation, please contact our customer service team with clear photos.

10. Lost Packages

If the shipping carrier officially confirms that your package has been lost during transit, please contact service@tervokan.com.

Please include your order number and any available tracking information.

Once the loss has been verified, Tervokan™ may arrange an appropriate resolution, which may include a replacement shipment or another suitable remedy.

Please note that:

• Delayed tracking updates do not automatically mean a package is lost
• Temporary tracking inactivity does not automatically indicate loss
• International shipments may experience periods without tracking updates
• Customs processing may temporarily delay shipment scans

A package will generally be treated as lost only after appropriate verification with the carrier or logistics provider.

11. Multiple Shipments

Orders containing multiple products may occasionally be shipped in separate packages.

This may happen when:

• Products are stored at different fulfillment locations
• Seasonal products are supplied from different facilities
• Different items require different packaging methods
• Products become ready for shipment at different times
• Decorative items require separate protective packaging

You may therefore receive more than one tracking number.

Individual packages from the same order may also arrive on different dates.

Receiving one package does not necessarily mean that the remaining items have been omitted from your order.

12. Seasonal & Christmas Orders

Christmas and seasonal products may experience higher order volumes during peak shopping periods.

These periods may include:

• November
• December
• Black Friday
• Cyber Monday
• Christmas shopping periods
• Major promotional events

During these periods, order preparation, carrier processing, customs clearance, and local delivery may take longer than usual.

If you are purchasing decorations for Christmas, a party, family gathering, gift exchange, or another specific occasion, we strongly recommend placing your order in advance.

Estimated delivery dates are not guaranteed unless explicitly stated otherwise.

13. Delivery Delays

While we work with logistics partners to maintain reliable delivery schedules, certain circumstances may cause unexpected delays.

These may include:

• Severe weather
• Customs clearance
• Carrier disruptions
• Transportation delays
• Regional logistics issues
• Local postal delays
• Holiday shipping demand
• High seasonal order volumes
• Public holidays
• Unexpected operational events

Many of these circumstances are outside Tervokan™'s direct control.

If your shipment appears significantly delayed, please contact our customer service team so we can review the available tracking information.

14. Delivered but Not Received

If tracking shows that your package has been delivered but you cannot locate it, we recommend first checking:

• Around your delivery location
• Mailboxes or parcel lockers
• Front doors, side doors, or other safe delivery areas
• Building reception areas
• Property management offices
• Household members
• Neighbors
• Local carrier facilities

Carriers may occasionally mark packages as delivered shortly before the package physically arrives.

If you are still unable to locate your package after checking these areas, please contact the applicable carrier and then notify our customer service team if additional assistance is needed.

15. Refused or Unclaimed Deliveries

Customers are responsible for accepting or collecting their shipments when required.

If a package is:

• Refused by the recipient
• Left unclaimed
• Not collected from a pickup location
• Returned because delivery attempts were unsuccessful

the package may be returned to the sender or fulfillment facility.

Additional charges associated with return shipping or reshipment may apply depending on the circumstances.

16. Packaging

Christmas decorations and home décor products may vary in shape, size, material, and fragility.

Depending on the product, packaging may include:

• Protective cartons
• Internal inserts
• Cushioning materials
• Protective wrapping
• Separate accessory packaging

Packaging may differ from promotional photography where necessary to support transportation and product protection.

Customers should carefully open packages containing delicate decorative products.

Need Shipping Assistance?

For questions regarding delivery, tracking, shipping status, address changes, or other order-related concerns, please contact Tervokan™ Customer Support.

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

When contacting us about an existing order, please include your order number whenever possible.